Frequently Asked Questions

What is the return policy?

We do not accept returns for change of mind so please ensure that you read the item description before purchasing.  

We do however accept returns for items that have been received faulty. In this case you are entitled to a refund or exchange.

What are the shipping options?

We use Australia Post for our deliveries and deliver within Australia, NZ, Asia, North America and Europe.

Shipping costs will be calculated at checkout. All Australian orders over $100 will receive free standard shipping.

Do you deliver outside of Australia?

Yes we do, however custom and import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Duties, taxes, and other fees are the responsibility of the recipient.

When will I receive my order?

Please allow 24-48 hours for your order to be packed.

For all Australian orders, you can expect your parcel within 2-5 business days with parcel post and 1- 2 business days with express post.

For all International orders, please check the link for estimated delivery times: https://auspost.com.au/business/shipping/international-shipping

You will receive a confirmation email with a tracking number once your order has been shipped. Please note that it may take up to 48 hours for tracking information to appear.

What do I do if I never received my order?

If you did not receive your order then please email us at help@dexterandbrooklyn.com with your order details and we will look into this with Australia Post for you.

What do I do if I received a faulty item?

Faulty items are eligible for a refund or exchange.

If you have received a faulty item then please email us at help@dexterandbrooklyn.com with images and a description of your fault so that we can look into this for you. 

How do I make changes to an order I've already placed?

If you need to make any changes to an order please email us straight away at help@dexterandbrooklyn.com with the subject line containing change or cancel order so that we can look into this for you. 

Please note that we are unable to make any changes to an order that has already been dispatched. 

What is a pre-order?

Please note that not all items will be in stock. A pre-order means that your item will be shipped at a later date. If an item you are after is on pre-order you will see this in the description. Pre-order items will be shipped as soon as they arrive.

Where are you located?

We are located in Sydney, NSW

How do we contact you?

If you need to contact us, please send an email to us at hello@dexterandbrooklyn.com where our customer service team can assist you.

Please note our customer service team operates Monday to Friday. We aim to respond to all inquiries within 24-48 hours.