HELP CENTRE
FREQUENTLY ASKED QUESTIONS
HOW DO I TRACK MY ORDER?

Once you have completed your order, you’ll receive a confirmation email with your order details. Once your order has been dispatched, you’ll receive an email notifying you of your tracking number which you can use to track your order from the courier’s website.

If you have received an order confirmation email from us, this means that we will unfortunately be unable to make any changes to your order. However, we can still provide a refund for you with store credits once you complete the full return process.

We are really sorry for any inconvenience caused and will have it sorted out for you as soon as possible.
Simply contact us by filling up the contact form or email us at kimora@apeirawear.com with the following details:
– A photo of the item you have wrongly received or is defected
– A photo of all the packaging and accessories it came with, including the see-through bag, the labels and tags.
– Your full shipping address, order number and full name

Once you reach checkout, the available shipping options will be shown.

You can pick from these delivery options:
Standard Domestic Delivery: 1-3 days
Next Day Domestic Delivery: Next working day (3pm cut-off time)

If you have already received a shipping confirmation, unfortunately this means that we will be unable to make any changes at this point. However, if you have not received the shipment confirmation, please email us at kimora@apeirawear.com with your order number and the address you wish to change. Please take note that changes are not guaranteed and will depend on the dispatch.

We offer free standard shipping for orders above $90. If you require express shipping, additional charges may apply.

Yes we do! We offer next day delivery with a cut off time of 3pm and excluding weekends and public holidays.

You’re more than welcome to return your item unless the product is non-returnable (this applies to all underwear). Orders must be returned to us within 14 days of delivery.

If you do meet the return requirements, you can return your parcel in a few easy steps:

  1. Pack all of the items back into the original packaging (Original Poly Mailer bag is not required) with all the original tags all in-tact.
  2. Email kimora@apeirawear.com with the following information:
    – A photo of the item you wish to return with all the packaging and accessories it came with, including the see-through bag, the labels and tags.
    – Your full shipping address, order number and full name
    – Reason for the return (E.g. Wrong size, wrong colour, problem with fit…)
  3. Receive instructions from us and a bar code to print and stick onto mailer before delivery it back to our warehouse.
  4. Receive credits for the returned items that you can use for your next purchase.

All returned items should follow the returns policy and we do not refund the original shipping fees unless there has been an issue on our behalf.

You’re more than welcome to return your item unless the product is non-returnable (this applies to all underwear). Orders must be returned to us within 14 days of delivery.

Please do your best to try on and handle the items with care. Items must be returned in their original condition – unworn, undamaged, free of makeup, pet hairs, deodorant and perfume, have all original tags attached and placed in its original packaging (this excludes the mailer bag).

Returned items are eligible for a refund will be refunded in the form of store credits. We don’t refund the original shipping fees unless there has been an issue on our behalf.

We do apologise if the refund is needed due to the issues on our end and we will try our best to make the process as quick as possible.

We will refund you the money if the item is found to have a manufacturing defect or you were sent the wrong item. Please contact us at kimora@apeirawear.com with the following information:
– A photo of the item you have wrongly received or is defected
– A photo of all the packaging and accessories it came with, including the see-through bag, the labels and tags.
– Your full shipping address, order number and full name

Only after meeting all the above stated criteria, we will process your refund as soon as we can.

You’re more than welcome to return your item unless the product is non-returnable (this applies to all underwear). Orders must be returned to us within 14 days of delivery.

If you do meet the return requirements, you can return your parcel in a few easy steps:

  1. Pack all of the items back into the original packaging (Original Poly Mailer bag is not required) with all the original tags all in-tact.
  2. Email Kimora@apeirawear.com with the following information:- A photo of the item you wish to return with all the packaging and accessories it came with, including the see-through bag, the labels and tags.
    – Your full shipping address, order number and full name
    – Reason for the return (E.g. Wrong size, wrong colour, problem with fit…)
  3. Receive instructions from us and a bar code to print and stick onto mailer before delivery it back to our warehouse.
  4. Receive credits for the returned items that you can use for your next purchase.

All returned items should follow the returns policy and we do not refund the original shipping fees unless there has been an issue on our behalf.

You do not have to pay any fees for a return. The only thing you have to pay for is for the delivery of the item back to our warehouse for processing.

We do not offer one to one exchange but what we can do is offer you a refund in the form of credits where you can order the product in your preferred size or colour. Please refer to our returns policy for more information.

Unfortunately, we are unable to accept returns of items that are damaged, worn, or are without the original packaging. Items must be returned in their original condition – unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.

HAVE MORE QUESTIONS
CONTACT US

Feel free to contact us with the form below and we will get back to you as soon as possible.