FAQs

Once your order has been shipped, please allow up to 24 hours for the shipping confirmation email to arrive. This email will include a tracking link so you can follow your parcel’s delivery progress.

All Australian orders are shipped via Australia Post, while international orders are shipped via DHL Express, DHL eCommerce or EMS.

Please contact our Customer Care team as soon as possible if you need to update your delivery address.

If your order has not been shipped, we may be able to make the change. While we can’t guarantee this, we’ll do our best to assist.

If your order has already been shipped, we’re unfortunately unable to update the address. In this case, you’ll need to contact the shipping carrier and update your address with them.

Please contact our Customer Care team as soon as possible if you need to cancel your order.

If your order has not been dispatched, our Customer Care team may be able to cancel the order and issue a store credit. While we can’t guarantee this, we’ll do our best to fulfil your request.

If your order has already been dispatched, unfortunately we’re unable to make any changes. You can always return your order to us once it arrives, please visit our Returns page for further instructions.

Please contact our Customer Care team as soon as possible if you need to make a change to your order.

If your order has not been dispatched, our team may be able to amend your order. While we cannot guarantee changes, as we aim to ship orders as quickly as possible, we will do our best to fulfil your request.

If your order has already been dispatched, unfortunately we are unable to make any changes.

Once an order has been placed, we’re unfortunately unable to add or amend discount codes. Our welcome code is valid for 14 days, so you’re still welcome to use it on a future order within that time.

All prices are charged in AUD. However, the currency will automatically adjust to match the shipping country you select at checkout.

Yes! We have Afterpay, Alipay, Klarna, Zip and Paypal available.

Yes! Items purchased during a promotion can be returned, so you can shop with confidence. The only exception is final sale items, which are not eligible for return.

Gift card & credit notes are non-refundable. We can return funds back onto the giftcard only.

Gift cards & credit notes are non-refundable. Funds can only be returned to the original gift card.

Gift cards & credit notes never expire, so you can use them anytime on a future order.

Yes! Simply log in to your LIONESS account and select the ‘Store Credit’ button on your account page. Your current store credit balance will be displayed, so you can easily track your store credit balance.

Promotional, discount, and welcome codes are valid for one-time use only and can’t be stacked with any other offers. Only one code can be applied per order. Codes are not transferable, not redeemable for cash, and can’t be applied to past purchases. Lioness may update or cancel promotions at any time without notice.

The best way to ensure your favourite style is restocked is to sign up for our restock notifications! Please enter your email address and click “Notify Me” on the product page so we can send you an email when the item becomes available.

If a style is on pre-order, once you select your size, the expected arrival date will be outlined.

We release new collections and styles regularly throughout the year, with timing varying depending on the season and upcoming launches. Want early access? Sign up for exclusive first access to new drops, the latest collections, and special updates before anyone else.

We outline any pre order arrival dates once size is selected on the product listing.

You may request a size change for your pre-order by contacting our Customer Care team. Please note that this is not guaranteed, as it depends on the availability of the size you would like. We will do our best to accommodate your request.

If the size you want is unavailable, we can assist with canceling your order and issuing a credit note.

Pre orders are dispatched 1-2 days after arrival to our warehouse and are fulfilled in order of date of purchase.

If there are any pre-order delays, our team will contact you directly.

You can cancel your pre-order at any time before its scheduled shipment date. If you do, we can issue a credit note for the order. Please contact our Customer Care team as soon as possible if you need to cancel your order.

Shipping cost differs depending on location, please refer to our shipping information page for further details.

Import duties and taxes may apply when shipping to your country. The amount charged depends on your country’s customs and tax regulations and may vary for each order.

Usual dispatch time is 2-3 business days. Although delays may be encountered during sale periods.

If you have a pre order style, we will fulfil your order 1-2 days once it has arrived at our warehouse.

If you have a pre order style, we will fulfil your order 1-2 days once it has arrived at our warehouse. Dispatched in order of date of purchase.

Yes! If your order includes both in-stock and pre-order items, we send them as a split shipment. Your in-stock items will be dispatched within 2–3 business days, while pre-order items are shipped within 2–3 business days of arriving at our warehouse. For more information, please visit our Shipping page.

Generally, dispatch for in-stock items takes 1–3 business days. Once your order has been fulfilled, you will receive your tracking information via email.

For more details about delivery timeframes, please visit our Shipping page.

Tracking information will update once your package has been scanned and sorted by the courier. A tracking number may show a “Label Created” or “Pending” status for up to 48 hours after shipment. This does not necessarily mean the item isn’t moving; it may simply not have reached the next delivery hub to be scanned. If no updates appear within 48 hours, please contact our Customer Care team for assistance.

All domestic orders shipped via Australia Post are set to Authority to Leave (ATL) by default at checkout. This means your parcel may be safely left at your delivery address if it is considered appropriate to do so.

Australia Post will always attempt delivery first by knocking or contacting you. If no one is available, the parcel may be placed in a safe, sheltered location out of sight from the street.

If a suitable location cannot be identified, your parcel will not be left at the address. Instead, a delivery card will be left, and your parcel will be redirected to a nearby Post Office for collection. You will be notified with instructions on how to collect it.

You can also update your delivery preferences via the Australia Post app once your tracking number is available.

If your package hasn’t arrived yet, please first make sure your delivery address is correct and check around your mailbox, porch, garage, or lawn. You can also ask family members, neighbors, or building staff if they accepted it, and review any courier messages or emails about delivery attempts. In some cases, a package may appear as “delivered” up to 48 hours before it actually arrives. If it still hasn’t come after checking, please contact Customer Care for assistance.

We offer returns within 30 days from the delivery date. Items must be unworn, unwashed, and in their original condition. For full details and instructions, please visit our Returns page.

Refunds are available for eligible items returned within the 30-day return window.

- For AU and NZ customers (AU website): If you use one of our return labels, a $10 fee will be deducted from your refund once processed.

- For US customers (US website): If you use one of our return labels, a $15 fee will be deducted from your refund once processed.

Yes, we offer both store credits and exchanges.

Exchanges are processed as requests only and are subject to stock availability once your return is received. If an exchange cannot be fulfilled, a store credit will be issued automatically.

Lioness customers who choose store credit receive 110% of the item value. Store credit does not expire and can be used at any time on any item.

Please note that store credits are linked to the email address used to place the original order and cannot be transferred to another account.

Customers who choose store credit for a return receive 110% of the value of the returned item(s) — the original amount paid plus a 10% bonus, ready to use on your next order.

Please contact our Customer Care team as soon as possible after receiving your order and provide clear images of the issue.

All faulty claims are subject to review and inspection. Faults do not include general wear and tear or damage caused after delivery.

Claims that do not meet the criteria for a fault will be processed under our standard returns policy.

All sale items marked as final sale are not eligible for return or exchange.

Returns are free when opting for store credit or an exchange.

If you prefer a refund, a small return label fee will be deducted — $10 for AU & NZ orders. This fee covers the cost of the return shipping label.

For customers outside these regions, returns will need to be arranged and covered by the customer, but our Customer Care team is always happy to guide you through the process.

You can track your return using the tracking number on your label to see if it has been delivered. Once we receive your item, please allow up to 10 business days for us to process your return.

Please allow up to 10 business days for us to process your return once it has arrived at our warehouse.

Please allow up to 10 business days for your return to be processed and your credit note issued. Once processed, check your inbox, junk, or spam folder. If you haven’t received it after 10 business days, please contact our Customer Care team for assistance.

Please use the return portal on our website to initiate a return or exchange. Exchanges are not guaranteed and are subject to stock availability at the time your return is received. If your requested size is unavailable, a store credit will be issued automatically.

Sometimes errors during checkout are caused by simple issues that can be fixed using the following troubleshooting steps:

Browser choice: Our website works best on Google Chrome, though we are still fine-tuning it for other browsers.

Credit cards: Make sure you enter your credit card number without dashes or spaces.

Shipping details: If you are unable to submit your order and the ‘Place Your Order’ button is greyed out, there may be an issue with the saved shipping details. Make sure your name, address, and phone number are entered correctly — a tick will appear next to each field, and the 'Place Your Order' button should turn black.

Deleting cookies: Cookies store information about your browsing. Sometimes old cookies can cause errors when making payments online. You can delete cookies using your browser’s settings — here are some links for guidance based on the browser you are using.

If you continue to experience issues after trying these steps, please contact our Customer Care team by submitting a request so we can investigate further.

Sometimes this can be resolved with a few quick troubleshooting steps. Please check the following:

Ensure all information in the checkout is complete (address, delivery option, phone number).

Log out and back into your account, then try again.

Clear your browser’s cookies and cache, and try again. We recommend using Google Chrome.

If the issue continues, try placing your order from another device or using a different payment method.

Due to high traffic and sales, the item you were trying to add may have been purchased by another customer while you were adding it to your bag. During peak periods, it can take a few minutes for stock levels to update on the website.

This can also be resolved with some quick troubleshooting steps. Please complete the troubleshooting steps below:

- Refresh your app or browser.

- Clear your cache and try again.

- Add the item to your wishlist, then try adding it back to your bag.

If these steps do not help, it is likely that the item has been purchased by another customer. We’re very sorry for the disappointment. Be sure to add it to your wishlist so we can notify you if it comes back in stock!

Please note that all generic discount codes have a minimum spend of $40 AUD, unless stated otherwise. Also, make sure you’re using the email address linked to the discount at checkout.

This issue can often be resolved with a few quick checks. Please make sure:

- Your order meets the voucher Terms & Conditions. All promotion T&Cs can be found.

- Your voucher has not expired.

- Your voucher applies to the items in your bag (some vouchers may exclude sale items).

- The voucher code has been entered correctly — voucher codes are case-sensitive.

If you’ve checked all of the above and are still having trouble, please contact our Customer Care team by submitting a request so we can investigate further.

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there are a few things worth checking:

Make sure you are using the same email address and password you registered with.

If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If your issue isn't password-related, here are a few things you may want to check:

Make sure that the 'Block all cookies' function is disabled in your browser's settings

Check that Javascript is enabled in your browser's settings.

Make sure that you don't have any content blockers installed.

Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

If, after this, you still can't sign in, contact our Customer Care Team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.

You can add, remove and update your address details by logging into My Account and clicking on Address Book.

Once selected, take the following steps:

1. Add address

- Click add new address and fill out the fields. If the address finder doesn't locate your address, you can click enter address manually.

- If your address is too long to fit on to one line, you can use the second line to fill in your full address details.

2. Remove address

- If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the remove icon next to the address you'd like to delete.

3. Update address

- Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

Dont forget... Whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.

Reached this page while trying to access your account?

You’ll need to check that your device clock is accurate. For security reasons, you won’t be able to access your My Account pages if your device clock is fast.

If you're still having trouble with the website, we suggest that you try the following:

1. Delete your cookies You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).

Please note that if you have added items to your bag or in your 'Saved items' section while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

2. Restart your browser Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX etc.

4. Contact Us If you're still having problems, contact our Customer Care Team with the following information:

As much detail as you can about the issue Screenshots of any error messages you receive Which web browser you're using (e.g. Edge, Firefox, Chrome, Safari etc.) What you've done so far to try to resolve the issue

Our desktop site should automatically load up on desktops and tablet devices when visiting our website. If you're seeing our desktop site on your mobile device, there's a few things we'd recommend checking:

1. Delete your cookies and cache

iOS - Safari
Press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data.

Once you've done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop.

You can also tap the Share button and then Request mobile site.

iOS - Chrome
If you're using Chrome on an iOS device, open up the Chrome app and press the Menu button in the top right hand corner (its three lines one under the other).

Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies.

Once you've done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.

Alternatively, you can tap the 'settings' button (the 3 dots at the bottom right hand side) and then tap Request mobile site.

Android - Chrome
If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen.

You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the Clear button.

Alternatively, tap the Settings button (the 3 dots at the top right hand side) and confirm that the desktop site box is unticked.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.

2. Update your operating system
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

3. Contact Us
If you're still having problems, contact our Customer Care Team with: - As much detail as you can about the issue - Screen shots of any error messages you get.

If you no longer wish to subscribe to our emails or texts, you can unsubscribe simply by:

Clicking on the unsubscribe link in one of our emails OR

Logging into your account and clicking Contact preferences from the list. This will open up your preferences. You'll then need to untick the communication boxes and click Confirm preferences. Please note, once you unsubscribe, it can take up to 7 days for the change to take effect.

If you change your mind later and want to subscribe again, simply follow the above steps.