Delivery and Returns

Order Processing & Tracking

If an item is in stock at our atelier, orders are dispatched within 1–3 business days. Once your order has shipped, you will receive an email with tracking details.

Delivery timeframes are estimates only and may be affected by external factors beyond our control.


Pre‑Orders

Pre‑order items are shipped once they become available. Any estimated dates provided are indicative only, but we will keep customers notified of any possible delays or early arrivals.

Orders containing both in‑stock and pre‑order items will be shipped together. If you would like items to arrive separately, please reach out to our customer care team and we may be able to make arrangements.


Delivery Responsibility

Once a parcel has been delivered and marked as such by the carrier, the order is considered fulfilled. Pascale Gay is not liable for lost or stolen packages after delivery confirmation. While we take every measure to support safe delivery, we cannot assume responsibility for theft once the parcel has been successfully delivered. We encourage customers to ensure their delivery location is secure and suitable.

If your parcel is lost in transit, please contact us so we can assist with lodging a claim. We also ask that you reach out to our shipping provider to initiate their claim process. Together, we will work to resolve the issue promptly.

 

Delivery Options Delivery Information Cost

Standard

(2–4 business days)Nationwide excluding WA
  • All standard orders are shipped using Australia Post eParcel.
  • Shipped the same day if ordered before 12pm on weekdays. (Allow additional time for promotional periods)
  • Please use this option when shipping to PO Box or Parcel Locker.
  • A signature is required on delivery, otherwise the parcel will be taken to the local post office for collection.
 FREE on all orders within Australia

Express

(1–3 business days)Nationwide excluding WA
  • All express orders are shipped using Australia Post Express.
  • Shipped the same day if ordered before 12pm on weekdays. (Allow additional time for promotional periods)
  • A signature is required on delivery, otherwise the parcel will be taken to the local post office for collection.
 $11.95 OR FREE over $300

Returns & Refunds Policy (Australia)

1. Overview

Our Returns & Refunds Policy complies with Australian Consumer Law (ACL). We are committed to providing a premium experience and ensuring your satisfaction with every purchase.

2. Change-of-Mind Returns

We accept change-of-mind returns within 14 days of delivery. Items must be unworn, unwashed, unused, and in original condition with all tags and packaging.

3. Exclusions

The following items cannot be returned unless faulty:

Made-to-order garments

Customised or personalised items

Intimates

Limited-edition or archive pieces (where stated)

4. Faulty Items

If your item is faulty, you are entitled to a remedy under ACL. Please contact our customer care team with your order number and photos of the issue.

5. Refunds

Approved refunds are processed to the original payment method. Shipping fees are non-refundable unless the item is deemed faulty.

6. Exchanges

Exchanges are subject to stock availability. If unavailable, a refund or store credit will be offered.