FAQs - General, Shipping & Returns

When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
International Orders, Duties & Taxes

Please note that customs policies vary from country to country. You may be subject to relevant overseas custom duties and/or tax charges. These are payable by the recipient. Please check with your local customs office for further information.
How long will it take for my order to arrive?

For eastern seaboard deliveries, it should be 2-4 working days, for other states 3-10 working days from when you order is confirmed.

For express post, it should take 1-3 working days depending on your location.
What is the cut off time for orders?

We will endeavour to process all orders placed before 10am AEST on the same day. All orders placed after 8am will be dispatched the following business day.

Please note that all orders are processed on working days, Monday – Friday.
How can I pay for my order?

We offer many payment options, so there is sure to be one that suits! Visa, Mastercard, Apple Pay, Google Pay and Afterpay.
I’ve just paid for my order, what are the next steps?

Fantastic, welcome! Firstly, check your inbox. You will receive an email confirming the order. Next up, you’ll receive a second email confirming that your order has been packed and it on its way. This will include information like your tracking number and confirming the shipping method.

All orders received by 11am are shipped that day, and we ship orders Monday to Friday (excluding Public Holidays).
How much will shipping cost me?

We offer free shipping for all AU orders over $250, and a flat rate of $13 for orders under $250. $16 for express shipping.

For more information on shipping, view our Shipping Policy.
I’ve heard Australia is great, but I live elsewhere. Do you ship overseas?

We currently only ship to Australia and New Zealand through our online store.
If you live elsewhere, please email info@arlingtonmilne.com
for a shipping quote.

For more information on shipping, view our Shipping Policy.
I would love to buy an Arlington Milne bag, what warranty period do you offer?

We offer a 12-month warranty (from the date of purchase) on all our products.

Our warranty applies to items that have been used under normal conditions and for the intended purpose. It doesn’t apply to damage caused by normal wear and tear, or neglect. All details of our policy are outlined in our Returns Policy.
Ooops, my item is faulty, what do I do?

Well, straight off the bat, sorry about that! Please email us on info@arlingtonmilne.com with your order number & details, and an image of the issue and we’ll take care of you right away.

In the unlikely event that there is a defect with either the material or workmanship within this time, we will repair or replace the item.
Do you offer returns from your online store?

We know that sometimes you order something online, but when it arrives, something just isn’t quite right. Never fear, as long as it’s within 7 days of purchase, and is unused, undamaged and has its original tags attached, just send us an email on info@arlingtonmilne.com and we can discuss a return or exchange. For more information, view our Returns Policy.
I bought in store with one of your lovely stockists, but it turns out my item is faulty. Can you help?

Aren’t our stockists the best - we love them! If you have purchased in store and have a question or issue relating to your product, they are your first point of contact. You may need to head back in store (with a valid proof of purchase) for them to assess their warranty terms. If for some reason this is not possible, we’ll try our very best to help resolve the situation.
I have fallen in love with a bag online, but would love to see it, touch it, feel it. How do I find my local stockist?

Needing to find your local stockist? Too easy, just search our Store Locator.
I bought in store with one of your lovely stockists, am I able to return or exchange it directly with Arlington Milne?

Our gorgeous stockists are everywhere, you probably have one just around the corner. If you have purchased in store and have a question or issue relating to your product, they are your first point of contact.

FAQs - Materials & Garment Care

I’ve noticed that you recommend dry clean only on some of your garments, do I really need to do this?

Ah, basically, yes.

We use premium fabrics and have a focus on natural fibres. Always make sure that you follow all care instructions exactly, and if they state dry clean only, please follow this to ensure that your garment retains its integrity.

I love my new cashmere knit, but it’s pilling a bit. Is this normal?

Aren’t our knits just fabulous! And yes, pilling when the knit is first worn is very normal. Our signature cashmere yarn is wonderfully warm and light to wear, but as with all cashmere garments, that you will experience some pilling of the fibres when you first start wearing the knit. This pilling (the formation of small, soft balls on the knit) is a natural process of the garment “sheading” some of the shorter fibres and will actually help to make your knit softer. If you notice any pilling on the knit, lay it flat and using to cashmere comb, gently brush the garment. Always remember to follow the instructions of the comb.
The colour of some products look different in your studio vs campaign imagery - why is this?

When it comes to the online representation of product images, we strive to accurately convey the true colour of our products. Our studio images are carefully curated to closely match the actual colour of the product. However, it is important to keep in mind that colours may appear differently on various devices and screens due to the individual user settings.

We understand the importance of providing accurate colour representation, and we do our best to ensure that the images displayed on our website are as close to the actual product colour as possible. Nevertheless, we can not guarantee that the colours displayed on your device will be a perfect match due to the varying settings on different screens.

We recommend that you refer to the product description and review the studio images for the closest representation of the product colour. In addition, we encourage you to contact our customer service team if you have any questions or concerns about the colour of the product before making a purchase.

At the end of the day, our goal is to provide you with the best possible online shopping experience, and we appreciate your understanding of the potential discrepancies in colour representation.