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FAQ

PLACING AN ORDER

 

The item I want is out of stock, will you be re-stocking again soon?

If an item or size is currently unavailable online, please sign up to be notified when it is restocked by visiting the product page, selecting your size and clicking on the “Notify me when in stock” banner which appears on the left side of the page. Once you have entered your email address, you will receive a notification as soon as the item is back in stock!

How can I use a promo/discount code?

For all first time POSSE customers, we offer a 10% off discount code to put towards your first order with us. In order to receive this code, you must sign up to our newsletter. To do so, please scroll to the bottom of our website, enter your details. You will then receive an email shortly after with your discount code. 

To use a discount or gift card code, you will need to enter this at the checkout process. 

My shipping details are wrong, can I change them?

Please notify us straight away as we’ll need to update this for you before your order is dispatched. Please email info@theposse.com.au with your order number and correct shipping details and we will do our best to help. Please make sure all of your shipping details are correct prior to placing your order.

I’ve accidentally placed an order, I need to cancel!

If you have made an error, or you would like to cancel your order, please contact our customer service team via email at info@theposse.com.au. We only have a small window to be able to make changes as our warehouse team are super-efficient, so be in touch right away!

I’ve ordered the wrong size/colour, is it possible to update my order?

Unfortunately, we are unable to amend orders once they have been placed. Please make sure all details are correct when making your selects.

Will I have to sign for my package?

Yes, all POSSE packages require a signature on delivery. If no one is home to sign for your parcel, a card will be left and the package will be taken to your local post office.

 

RETURNS & EXCHANGES

 

There was no returns slip in my order, how do I make a return?

Returns details are listed on your original tax invoice that is included in your parcel. Please fill these details out and include back in your return parcel. 

Do you accept returns on swimwear?

We offer refunds on all of our full priced items. The swimwear should be in original condition, unworn, unwashed and hygiene sticker in place. If your item is found to not adhere to these conditions, our returns team will be in touch.

Am I eligible for a refund?

We offer refunds on all of our full priced items. The returned item should be in original condition, unworn, unwashed and returned with the original POSSE garment bag. If your item is found to not adhere to these conditions, our returns team will be in touch.

Please note: we do not offer refunds with Afterpay purchases, sale items, flash sale items, jewellery or items that have exceeded the allocated returns time frame.

I’ve received a faulty item, what should I do?

If you believe the item you received is faulty, please email info@theposse.com.au with photos of the item and fault in order for our team to assess straight away. Please note this excludes general wear and tear of garments over time.

What if I have received an incorrect item?

We do our best to ensure that all of our orders are checked prior to dispatch however if you have received an incorrect item, please email info@theposse.com.au and we will promptly rectify.

Can I exchange my item/s?

Unfortunately we do not offer exchanges. If you would like a different size or style, we recommend purchasing the new item and following the returns process for a refund.

How long does it take for a return to be processed?

Our returns team aim to process all returns within 48 hours of receiving, however please do allow up to 5 business days for your return to be processed. You will receive an email confirmation as soon your return request has been processed. If you have requested a refund, please allow up to 10 business days for the money to reach your account. The refund will be processed to the original payment method used to place your order.

Do I have to pay for return shipping?

Yes, you are responsible for the return shipping cost. We recommend using a prepaid service that offers tracking. This ensures your goods will arrive safely and prevents missing items. POSSE is not responsible for any lost incoming parcels so please be sure to use a postal service with tracking.

I live locally, am I able to pick up or drop off my items?

Unfortunately, our dispatch warehouse is a separate entity and we unfortunately cannot offer personal exchanges or returns.

Do I need to let POSSE know that I am making a return?

All of the returns info that we require from you is included on the returns card in your parcel so there is no need to contact us prior to lodging your return.

How long is my credit note valid for?

Your credit note is valid for a whole 365 days. If you have requested a credit note, you will be sent a POSSE gift voucher via email with your own unique discount code that can be applied to your next order with us.

 

SIZE GUIDE

What size am I?

Our size guide serves as a general guideline. Our pieces vary pending on the style, some items are more fitted where as others are meant to be oversized. If you need any assistance with sizing, please email our customer service team with the garment/s you are interested in as well as your bust, waist and hip measurements and we will do our best to recommend the right size for you.

 

XS

AU 6

USA 2

UK 6

EU 34

S

AU 8

USA 4

UK 8

EU 36

M

AU 10

USA 6

UK 10

EU 38

L

AU 12

USA 8

UK 12

EU 40

 

PAYMENT METHODS

 

What payment options do you accept?

POSSE accepts all major credit cards including Visa, MasterCard and Amex. Afterpay is available for all Australian customers and Sezzle is available for our customers in the USA.

Shopping with Afterpay

Afterpay is available for all of our Australian customers for all orders over $150 AUD.

Afterpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay later via four equal fortnightly instalments.

Please note: POSSE does not allow refunds with Afterpay purchases. For all orders placed using Afterpay we can gladly offer an exchange or credit note.

Afterpay is a separate entity to POSSE. If you have any questions in relation to fees, payments or your Afterpay account, please contact Afterpay direct.  

Shopping with Sezzle

Sezzle is available for all of our US customers.

As per above, Sezzle is an interest free deferred payment method. POSSE does allow refunds on purchases made through this payment method.

GENERAL SHIPPING

 

When will my order be shipped?

Orders placed before 1pm AEST Monday - Friday are dispatched same day. Any orders placed after 1pm, will be dispatched the following business day. Any orders placed over the weekend or on a public holiday are shipped the following business day.

During peak times and sale periods please allow up to 3 business days for your order to be dispatched.

What are the expected delivery time frames?

Please refer to our shipping page for all delivery time frames. Please be aware that these are only estimated times that have been provided to us by our couriers. As there may be unforeseen delays from time to time, POSSE cannot be held responsible should your parcel not be delivered in time.

I am shopping outside of Australia, what currency will my order be processed in?

If you are entering our website from outside of Australia, all prices will be displayed in USD. Once you reach our checkout page, the currency converts to AUD. Your order will be processed in AUD at the most current exchange rate.

I am an International customer, will I have to pay duties and taxes?

If you are ordering from outside of Australia, you may be charged customs duties & taxes on your order based on the total order value. These duties and taxes are not included in the price of the goods and are not included in the overall shipping cost. POSSE is not responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made.

For further information, we recommend contacting your local customs office.

Where do you ship internationally?

We use DHL Express for all of our International shipments and ship to over 200 countries. Unfortunately, due to postage restrictions we do not currently ship to the following countries: Algeria, Brazil, Israel, Iran, Pakistan, Papa New Guinea, Serbia, Taiwan, Thailand, Tonga, Vietnam, Syria and Russia.

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