Delivery & Returns


We offer Australia Post Parcel Post for $10.00, Australia Post Express Post for $14.95 and FREE Parcel Post on ALL orders $150 and over (domestic only).

Express Post Orders

Order by 2pm (Australian Eastern Daylight Savings Time) on any business day and receive your order in 1-3 Business days (excluding weekends & public holidays)

Next Business Day delivery is available to customers located in Australian CBD and metro areas (excluding Perth & Darwin).

Delivery via Australia Post is only on business days and not on weekends or public holidays

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery

You can request to change your delivery method for your parcel with australia post on their website once tracking details are available.

Dispatch and delivery times

Orders are sourced and dispatched nationwide. We aim to dispatch orders within 2-5 business days after purchase. Occasionally, orders may need to be sourced from multiple Princess Highway locations. If this is the case, then your order will arrive to your shipping address in more than one parcel. Some items are of limited stock and may take up to 10 business days to source. Customers will be notified of any dispatch delays.

Please note that during SALE periods orders may take an extra 3-4 days to dispatch on top of normal dispatch times.

All domestic orders are dispatched via Australia Standard Parcel Post. Please note shipping times are additional to the dispatch time stated. Australia Parcel Post endeavour to deliver items within 3-10 business days. For further information please refer to the Aus Post link provided; http://auspost.com.au/track/track.html days for regional areas.

Please refer to the Australia Post website for further information regarding delivery times.

Order Tracking

To track your orders please login to your account or check your shipping email and visit the tracking link made available to you.

Delivery Address

Princess Highway Online recommends customers provide a secure delivery address, for example your place of employment. Princess Highway Online is not responsible for lost/stolen parcels.

Click and collect is a service that allows you to place an order online and then collect in store.

Click and collect is only available on full price items.

Click and collect is only available on orders of $50 or more.

Click and collect is not available during National Sales Day, Black Friday, and Christmas Sales.

Available at the below Princess Highway stores:

The below stores are the only stores offering Click and collect:

  • Brunswick Street (VIC)
  • Flinders Lane (VIC)
  • Acland Street (VIC)
  • Swanston Street (VIC)
  • Eastland (VIC)
  • Brighton (VIC)

Please note, once an order has been placed no changes can be made to the order including cancellations.

You will receive an order confirmation once your order has been placed. Please wait until you receive an email confirming your order is ready for collection before heading into store.

Exchanges can only be processed in store.

Refunds can only be processed online.

Please allow 48 hours for the funds to clear. Refunds will automatically be returned to the original method of payment.

The customer who placed the order is the only person who can collect it. Please ensure you bring your invoice into store as well as Photo ID.

If you order is not collected in 7 business days we will attempt to contact you. If we are unable to reach you, we reserve the right to cancel your order and process a refund.

For New Zealand orders we charge a flat rate of $15.

For all other countries that we ship to we charge a flat rate of $25.

International orders are sourced and dispatched nationwide using Aus Post Express Courier International. If your country is not included in the "estimate shipping and tax" drop down, then we are currently unable to deliver to you.

We aim to dispatch orders within 2-5 business days after purchase. Some items are of limited stock and may take up to 10 business days to source.

Duties & Taxes

There is no GST charged on international orders.

We maintain price parity between local and offshore customers.

There are additional charges for handling of international orders.

All products are sold on a Delivery Duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on receipt. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing any orders for international shipping. Please note that many countries have specific import restrictions on certain products or materials and it is the responsibility of customers to check local customs regulations before placing an order for shipping outside Australia. Factory X Pty. Ltd. does not offer any assistance in this process.

Order Tracking

To track your orders please login to your account or check your shipping email and visit the tracking link made available to you.

Delivery Address

Princess Highway Online recommends customers provide a secure delivery address, for example your place of employment. It is not advised to ship to hotels or temporary accommodation locations. Princess Highway Online is not responsible for lost/stolen parcels.

We hope you love everything that you order from us, but if something isn’t quite right you have 14 days from the day you receive your parcel to return the item to us.

Unfortunately we cannot offer refunds on sale items, 'online exclusives' and items bought on promotion unless the item is faulty. We also do not accept items purchased in store.

Full-priced items can be returned for an online credit (valid 3 months), an exchange where product is available or a full refund of the item(s) excluding shipping costs.

Sale & promotional items can be returned for an online credit (valid 3 months) or an exchange where product is available. This includes storewide promotions.

Outlet & online exclusive items can be returned for an online credit (valid 3 months) or an exchange where product is available.

Afterpay items can be returned for an online credit (valid 3 months) or a refund if full price. Please note that Afterpay purchases cannot be exchanged.

Conditions of return

Returned item(s) must be unworn, unwashed, unused, in original condition with all labels/tags attached and returned within 14 days of receiving your product. For health reasons, we do not accept returns on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault.

Refunds for any faulty or full price items will be refunded back into the original method of payment for that order.

During sale periods, returns may take up to 10 days to process upon receipt.

Returns for items purchased through Princess Highway online are only accepted via post and not in person. Princess Highway online do not accept postal returns on items purchased in store. Similarly, stores are unable to process returns or offer credit notes for purchases made at Princess Highway Online.

The link provided below only applies to domestic customers. Please use your international postal service if you are mailing from abroad.

Please visit here and follow the prompts.

Please note: You will need to enter your full 9 digit order number into the order number and R/A number (Return authorisation number) section on the returns page.

The Princess Highway online store is not liable for the loss of an item/s being returned using this service. Please refer to the Australia Post website for Terms and Conditions. We recommend retaining your parcel lodgement receipt as this contains your tracking number.

If you would like to organise your own return postage satchel, please address to:

Princess Highway Returns

65 Victoria Crescent,

Abbotsford 3067

Victoria, Australia

International Returns

Using your nominated delivery service, please address your Princess Highway return to:

Princess Highway Online Returns

65 Victoria Crescent,

Abbotsford 3067

Victoria, Australia

Important: Returns will not be accepted without a completed returns form. Please DO NOT provide any other documents aside from the returns form.

If you’ve received a faulty or damaged item, please contact our customer service team on (03) 8420 0331 or via support@princesshighway.com.au and we will instruct you on how to return the item.

If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre-order or hold stock. When returning shoes, shoe boxes must be intact.

Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

Shipping and Extra Charges

You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.

The Princess Highway online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.

As the Princess Highway online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.

In-Store Exchange

All Princess Highway online orders are able to be exchanged in store, excluding online exclusives & outlet products. Customer's have 14 business days to exchange. A printed copy of the order email is required when making an exchange.

All full price Afterpay purchases are eligible for a refund. Orders placed on sale or during a promotion are only entitled to an online credit.

No exchanges can be made on Afterpay purchases.

If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge.

When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.

We hope you love everything that you purchased from us, but if something isn’t quite right you have 14 days to return the item.

We are not required to provide a refund if you change your mind. However, on sale items we will happily offer you an exchange within 14 days with proof of purchase.

Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for an exchange. For health reasons, there are no returns or exchanges on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault.

Faulty Items

Should you find the item you purchased is faulty, please return it to the nearest store and we will provide an exchange or refund provided the item is returned within a reasonable time with proof of purchase.

ZipPay Purchases

Purchases made in store using ZipPay can be exchanged or refunded within 14 days of purchase and with proof of purchase according to the guidelines set above for full price, sale items, promotional items, and faulty items.

Princess Highway Online

Items purchased through Princess Highway Online can be exchanged in store within 14 days of purchase with proof of purchase.

However, we cannot process refunds or offer credit notes for Princess Highway Online purchases in store.

Afterpay Purchases

Purchases made through Princess Highway Online using Afterpay cannot be exchanged or refunded in-store. If you wish to return an online purchase made using Afterpay, please follow the return instructions provided under the 'Afterpay Online Returns' tab above.

Afterpay Afterpay