FAQs
How can we help?
Orders & Shipping
Where is my order?
We do our best to keep up the comms when it comes to updates on your order, but if you haven't received your order by the expected delivery date please reach out to our customer service queens.
Once received, we'll get back to you within 48-72 hours.
Our delivery partners may experience slight delays as a result of ongoing COVID-19 impacts.
The couriers continue to make every effort to ensure safe & fast delivery whilst adhering to COVID-safe guidelines.
We recommend monitoring your tracking for details on delivery progress or visiting the courier's website for further information
Where does By Nui Swim ship to?
We ship to Australia, New Zealand, United Kingdom, United States and Ireland.
How long will shipping take and cost?
Delivery times will depend on where you're ordering from! Please use our shipping table as a guide, of course given the state of the world as it is, these are not always accurate.
AU
Free Standard Shipping when you spend $80
Victoria only - Express - Next business day - AU $9
Victoria only - Standard - 1-2 business days - AU $12
Nationwide - Express - 1-2 business days - AU $12
Nationwide - Standard - 2-3 business days - AU $16
New Zealand
Free Standard Shipping when you spend $100
International Standard - 7-10 business days - NZD $14
International Express - 3-5 business days - NZD $18
UK & Ireland
International Standard - 12-15 business days - GBP £15
International Express - 7-10 business days - GBP £24
USA
International Standard - 12-15 business days - USD $15
International Express - 7-10 business days - USD $26
Rest of World
International Standard - 20+ business days
International Express - 12-15 business days
Which shipping couriers do you use?
We use Australia Post for domestic orders and FedEx for international orders.
Are customs and duties included for International orders?
As we are based in Australia shipping parcels internationally, Import Duties and Taxes may be payable to import into your country.
We recommend contacting your local customs office for more info on what custom charges might look like for you!
What countries will be required to show Tax ID to receive my items?
For all the most relevant and up to date information on receiving your items internationally, please check with your local customs office as this will differ across the globe!
I have an issue with my order
Do you have an issue with your order? Get in touch! Please fill out our Contact Us form and our customer service queens will get in touch within the next 48 to 72 hours.
Returns & Refunds
Do you offer free returns?
Unfortunately we do not offer free returns. We advise sending your return back to our warehouse via trackable post, this is important as we do not take responsibility for any items lost in the post and would hate to see you disappointed.
How do I return my online order?
We are happy to accept returns on unworn items in their original condition (tags attached and unwashed) within 30 days of the delivery date. Unfortunately, we are not currently offering free returns, customers are solely responsible to pay for the return of items. Please retain a copy of proof of tracked postage purchase.
Please download our returns form and include this in your returned package.
By Hannah Orval does not offer exchanges. We ask that you return the item for a full refund excluding shipping fees and place a new order for your preferred item(s) at your earliest convenience.
How do I track my return?
Once received into our warehouse, we allow up to 7 days for our team to process your return. If there's any issues, our customer service queens will be sure to get in touch and notify you of any delays.
How soon will I get my refund?
Once we've received your return back in our warehouse, refunds will be processed and receipted to your account anywhere between 5-10 business days later.
Other
Will sold out items be restocked?
Missed out on something you love? Sign up for back in-stock alerts to be the first to know when it's available.
How will I find out about new releases , special projects?
Customers will be notified by email if they have signed up to recieve notifications. Ask customers to sign up so they dont miss out on hearing anything
How do I know my size?
Please refer to the size chart on the product page when choosing your purchasing, to make sure your fit is the best fit.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and Afterpay