Customer Assistance

Please see an outline of our policies and features on this page. Our Customer Assistance contact details are below.

Frequently asked questions

  • Shipping
  • Returns & Exchanges
  • Ordering & Payment
  • Size Guide

Shipping

International Shipping Time Frame?

We dispatch all international orders with DHL Express. Please allow 4-8 business days to receive your order, please also keep in mind the shipment will require customs clearance.

When will my order be dispatched?

Orders are dispatched within 1-4 business days after placing your order (excluding public holidays) depending on the time you place your order relative to Sydney time.

Whilst we make every effort to ship your order as quickly as outlined above, unforeseen delays in shipping during peak trade times may occasionally occur. Peak trade times may include special promotions, seasonal sales and holiday periods (including public holidays). If you have questions or concerns, you can contact customer service via email at shop@dionlee.com for more advice.

Same Day/Scheduled delivery

We offer 3-hour delivery within metropolitan Melbourne and Sydney at a flat rate of $15.00. Please place your order prior to 2pm AEST on a weekday to take advantage of this. Please note, this priority service will appear as a delivery option at checkout depending on the dispatch location of your item and your delivery address.

I haven't received all items from my order?

Dion Lee operates from multiple dispatch locations. To fulfil all items in your order efficiently, items may be sent directly to your delivery address from different locations depending on available inventory.

How much does shipping cost?

We offer free express shipping for international and domestic orders over $300 AUD. Discount will be applied automatically at checkout. For any orders under $300 AUD, please see pricing below:

 Australia 10 AUD
United States 10 USD
Singapore 15 SGD
United Kingdom 10 GBP
Hong Kong 80 HKD
New Zealand 15 NZD
Canada 15 CAD
Europe 10 EUR
China 70 CNY
Rest of World 10 USD

 

From where do you ship online orders?

All online orders are fulfilled and dispatched from locations within Australia.

Australian Shipping Time Frame?

We dispatch all domestic orders with StarTrack Express, please allow 1-2 business days for Australian metropolitan areas or 2-4 business days for regional areas to receive your order. 

What countries do you ship to?

We ship to 39 countries internationally, including:

- Australia
- Austria
- Belgium
- Cambodia
- Canada
- China
- Cyprus
- Czechia
- Denmark
- Finland
- France
- Germany
- Greece
- Hong Kong SAR
- Hungary
- India
- Indonesia
- Ireland
- Italy
- Japan
- Luxembourg
- Malyasia
- Malta
- Netherlands
- New Zealand
- Norway
- Philippines
- Poland
- Portugal
- Saudi Arabia
- Singapore
- South Korea
- Spain
- Sweden
- Switzerland
- Taiwan
- United Arab Emirates
- United Kingdom
- United States

Returns & Exchanges

Can I return my online order in store?

For our Australian customers, we accept Online returns and exchanges in Dion Lee stand-alone stores. This excludes our David Jones concession store. Online returns and exchanges will only be accepted in store upon presentation of your proof of purchase. Please note that all orders returned in store must have the value of the refund credited back to the original payment method. No requests to redirect the refund to other payment methods will be granted.

Can I return sale items?

All items purchased online including sale items are able to be returned for a refund however the item/s must be in a saleable condition, unworn with swing tags attached and received by Dion Lee within 15 days from the original order date for orders within Australia and 30 days for International orders.

When will I receive my refund?

Once your return has been received and assessed, you will receive notification of the outcome via e-mail. Approved returns will be processed within 3-5 business days of Dion Lee receiving the garment. Please note that depending on your method of payment, refunds may take up to 5 business days for the funds to be received by you.

Can I exchange my order?

We are unable to process or accommodate garment exchanges through the online store at this time. If you wish to exchange a garment for a different size, style or colour, please contact customer service or follow the returns process and initiate a new and separate order. Alternatively, you may exchange online purchases at one of our Dion Lee stand-alone stores.

Online returns policy - Domestic

All items purchased online including sale items are able to be returned for a refund however the item/s must be in a saleable condition, unworn with swing tags attached and returned within 15 days. We do offer a complimentary return shipping label for all domestic orders within Australia.

Online returns policy - International

All items purchased online including sale items are able to be returned for a refund however the item/s must be in a saleable condition, unworn with swing tags attached and received at the address specified on the returns form within 30 days from the original order date. We do not accept returns on underwear and face masks due to hygiene reasons. We recommend checking sizing with our client services before purchasing.
If for any reason you are not satisfied with your purchase, fill out our returns form using your six digit order ID and email address used to place the order: https://www.dionlee.com/global/returns

Will I be refunded duties and taxes if I return my order/s?

When returning all items from your order, we will issue a full refund including duties and taxes.

How do I return my online order?

If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

To return an item online, fill out the online return form within 3 days from the delivery date. After completing the form. To complete the return form you will be required to enter your six-digit order number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact customer service for assistance.

Ordering & Payment

WHEN WILL I BE BILLED?

You will be billed by Dion Lee when you have finalised payment in the checkout process.

What currency will I be charged in?

All prices shown throughout the Dion Lee Online site are in your local currency depending on your preferred delivery address. To change your preferences, click the geolocation icon/tool at the top right of the page.

ID Checks

Dion Lee conducts ID verification checks on online orders at random. If your order is selected, our team will be in contact to request further information, which may include photo identification. Please rest assured, these processes are in place for your own security.

Will I be charged duties and taxes?

All prices are inclusive of duties and taxes.

Can I cancel my order?

Once you have submitted an order, you may not cancel that order even if our acceptance or rejection of your offer is still pending.

What Payment methods do you offer online?

We accept Visa, MasterCard, American Express, Diners, Delta, and Maestro credit and debit cards, Google Pay, Apple Pay, Shop Pay, Paypal and Afterpay (Australian customers only). The charges for any transactions made on this site are only debited from your card once the Checkout process is complete.

  • WOMEN'S SIZE CONVERSION

Unisex conversion

Label size (AU) 2XS / 4 XS / 6 s / 8 M / 10 L / 12  XL / 14
US 00 0 4 8 10 12
Uk 4 6 8 10 12 14
Italy 36 38 40 42 44 46
France 34 36 38 40 42 44