Frequently Asked Questions
Life can be hard but shopping with us shouldn't be so here is a break down of FAQ's for anything to do with your experience shopping with us on Prem. We've tried to help break it down and make it super easy for you! Here is a few FAQ's to guide you find all the right answers!
Will my order be sent out by express post?
Yes! Express shipping is the only method of shipping that our orders get sent out by. This is for both Australian and International orders. At the checkout section you might see the option of “free shipping” or “$9.95 Express Shipping”. Both options are Express Shipping.
How do I use my Store Credit?
Once your Store Credit note has been applied to your Prem Account the total amount will appear on the front page once you log into your Prem Account. This amount will automatically apply at checkout.
Do you offer exchanges?
Currently, we are not able to offer exchanges, so if you would like another size/style you will need to place a new order via our online store. You can then complete the return process in your account, then send the unwanted item(s) back to us for a refund for the amount you payed for the garment or alternatively you may wait for us to receive your return and apply your store credit which you can easily use to purchase new item.
My order says Awaiting fulfilment. What does this mean?
Awaiting fulfilment means your order has gone through and payment has been received. Your order is ready to be processed and shipped.
What does Awaiting Shipment mean?
Awaiting shipment means your order is getting processed and is awaiting to be shipped and sent out to you.
How long does it take to receive my order?
All orders placed after 9am AEST are usually processed the next business day. During busier periods such as sale and public holidays, this can delay the processing of your order due to the influx. We do try our hardest to process orders asap but please note this isn’t always the case. If you are concerned your order might get delayed, please leave a customer note in the “comments section” at checkout that your order is needed for an Urgent delivery. All Australian orders are dispatched by Auspost.
When will I know if my return has been Authorised?
The quickest way to check is to log into your Prem Account and click your returns. Once it has been approved, the status will change to Authorised. You will also receive 2x emails in regards to your return(s) the email that says Authorised means your return has been approved to be sent back.
My tracking number is saying it's Invalid? Does that mean it is lost?
You may receive your tracking number before your parcel has been scanned by Auspost. Don't stress! It can normally take up to 24 hours to show the tracking details on Auspost's website. If your tracking number is still invalid after 24 hours, please contact us at firstname.lastname@example.org
What does Authorised mean?
Authorised means you have been given approval and permission.
Is a signature required on delivery?
Yes. All orders have a signature on delivery. If by chance you will not be at the address at the time of delivery, a card should be left for you and it will be sent to the closest Post Office for collection. Please check your tracking information before delivery to ensure the quickest possible collection time. If you give your Authority to leave in your order notes we unfortunately are strictly signature required on delivery.
I'm an International customer. Do I have to pay extra charges to receive a parcel from you?
Each country has their own custom and duty charges when you need to collect your parcel. Prem do not have access to the details of the different charges for each country. Unfortunately Prem cannot cover these charges. If you are concerned, we suggest you do contact you local DHL to find out what the custom and duty charges will be before placing your order.
I received my Store Credit but it's not the full amount of what the garment was online? Why is this?
Your store credit is the amount you have paid for the garment. If you have used a discount code, you will only receive the amount you have paid minus the discount code.
Can I apply more than one discount code on my order?
No, unfortunately only 1 discount code is valid per order. For example you cannot use the sign up code in conjunction with any promotional code.
I don't have a PREM Account and I checked out as a guest. Can I still get a return?
Yes you can! If you have checked out as a quest you won't be able to select a return for your garments through our system. If this is the case you will have to create an account and send us an email at email@example.com letting us know what your return garment(s) are and why you are after a return. We will let you know if you return is approved and the following details on how to return your garment(s). For more return information, please see here.