COVID-19 Related Queries
What are you doing to ensure safety?
Our main focus is the health and safety of our employees, customers and communities. We are a small team at Public Figure and are able to implement the various social distancing and hygiene measures advised by the government and their respective agencies to the highest standard. Please be assured that we are taking all precautionary measures to fulfil your orders in a clean and safe environment. We are available to meet your needs and answer any questions you may have on Live Chat or email at email@example.com.
Will I still receive my order/return?
We are committed to providing the best service for you, despite the current situation. Our website remains open and all orders will be processed for shipment. We are continuing to add fresh new styles to our online collection. Please be assured that we are monitoring the situation very closely in line with advice from both governments and their respective agencies. We will be in touch if there are any updates to your order or refund.
What about the delivery of my purchase?
We are constantly making sure that all appropriate health and hygiene standards are adhered to during the packing and shipping processes. Our shipping services Sendle and DHL are committed to operating in line with government health and safety advice. Contact free delivery is available to request from the courier upon delivery. Signature is no longer required on delivery or collection.
How will my order be shipped?
All international orders are shipped with DHL Express. We offer free express shipping for all orders above $250 AUD. Shipping costs $30 flat rate for all orders below $250 AUD.
How long does delivery take?
Delivery is estimated to take 2-7 business days with DHL Express, however all shipping timeframes are estimates and can change due to circumstances out of Public Figure's control - such as peak shipping periods or natural disasters. You may be contacted by DHL to arrange a delivery time that is suitable for you.
Why does the price change back to AUD when checking out?
International customers are able to shop in the following currencies AUD, USD, CAD, EUR or GBP. When proceeding to checkout the price may change, as it is shown in AUD. Please note that your payment will still be processed in your chosen currency.
Will I have to pay duties and taxes?
Please be aware that any additional fees from duties and taxes that are incurred will be the responsibility of the customer and are not covered by Public Figure. Unfortunately Public Figure has no control over these charges and cannot predict what they may be.
The goods may be subject to an import procedure to clear the shipment through customs. Clearance depends on:
- The country of origin
- The value including transport charges
- The quantity of goods
How do I place an order?
To make a purchase, simply select a product in your size and/or colour and click ‘Add to Cart’ to continue browsing. Your chosen item will appear in the shopping cart at the top right of the screen. Alternatively, click ‘Buy it Now’ which will take you directly to checkout.
When you’re ready to place your order, select ‘Checkout’ from the shopping cart and follow the straightforward prompts to complete our checkout process. If you have any problems, please contact us on Live Chat or email firstname.lastname@example.org.
Can I change or amend an order once it has been placed?
We endeavour to ship out all orders within 24 hours however please keep in mind that peak periods and public holidays may affect dispatch times. If your order has not been dispatched yet, we are able to cancel an item, change the size (subject to stock availability) or edit your billing and shipping details. However, we are unable to add pieces to an existing order once it has been placed. If you need to make any amendments, please contact us on Live Chat or email email@example.com.
How will I know that you have received my order?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your junk or spam folder. Alternatively, if you have an account with Public Figure, log in to your account to check your order summary.
How long does delivery take and how much will it cost?
We endeavour to ship out all orders within 24 hours, Monday to Friday, however please keep in mind that peak periods and public holidays may affect dispatch times. All shipping timeframes are estimates and can change due to circumstances out of Public Figure's control - such as peak shipping periods or natural disasters. For more information on delivery and shipping, please refer to our Shipping Page.
How can I track my order?
When your order has been packed and dispatched you will receive an email with your unique tracking number. Once you have received this tracking number you can check the current status of your shipment via Sendle or DHL online tracking.
Do you ship to PO boxes?
Unfortunately our shipping partners Sendle and DHL are unable to deliver to PO Boxes or Parcel Locker addresses. We do apologise for any inconveniences.
Do I need to pay taxes and duties?
All international orders are exempt from Australian GST (10%). All international packages may be subject to duties and taxes. Any taxes and duties incurred in the country of destination will be paid for prior to the customer receiving the order.
Please be aware that any additional fees that are incurred will be the responsibility of the customer. Public Figure has no control over these charges and cannot predict what they may be. The goods may be subject to an import procedure to clear the shipment through customs. Clearance depends on:
- The country of origin
- The value including transport charges
- The quantity of goods
To comply with Australia export regulations, we are required to declare the exact value of all items ordered and mark them as dutiable merchandise. We are also prohibited by law from marking the items as a gift, even if the order is placed with the intention of sending to a gift recipient. If you require further information about your country’s taxes and duties you will need to contact your local customs office directly.
Am I eligible for Same Day Delivery?
Our Same Day Shipping service is eligible for Sydney Metro orders only. If you are unsure if your address meets this requirement, please don't hesitate to contact us at firstname.lastname@example.org. For delivery by 7pm within the same business day, orders must be placed by 11am (AEST). Any orders placed after 11am, or placed on a weekend or public holiday, will be delivered within the next business day. Please note that signature upon delivery is required for all same day orders. Orders that receive an unsuccessful delivery will be returned to Public Figure for re-delivery via our standard shipping service.
Returns & Exchanges
How do I return an item?
If you are unhappy with an item, you have up to 14 days to request an item return. After return notification, the order must be returned to Public Figure within 7 days (Australia and NZ customers) or 14 days (international customers).
For full details on the returns process, see our Returns Page.
Your refund will be issued to the original form of payment used to place the order or a store credit. Please note that it can take up to 10 business days for credit card refunds to appear in your account. Shipping costs are not refunded, unless your items are faulty. All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.
Can I exchange my order?
If you would like to exchange your purchase for a different item, you must first return the original item for a refund or store credit and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. If you choose to receive your refund as a store credit, this will enable you to purchase a replacement item quickly and seamlessly.
How long are store credits valid for?
Store credits are valid for 12 months from the issue date. Please note that store credits are non-refundable and are not redeemable for cash. Any items purchased using credit will be refunded as a voucher. To redeem your store credit please proceed to checkout and enter the voucher code in the ‘Gift card or discount code’ box on the right hand side of the checkout page. Click apply and check that the payment total has updated to reflect the discount.
What payment methods does Public Figure accept?
We accept Visa, Mastercard, American Express, PayPal and Afterpay. We also offer Shop Pay and Google Pay for secure and convenient checkout that saves you reaching for your credit card or filling in billing and shipping information.
Is it safe to use my credit card online at Public Figure?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process. We use Shopify payments for our gateway, which is certified Level 1 PCI DSS compliant. This ensures your payment and personal information remain secure during your payment.
How can I choose the currency I pay in?
Public Figure is an Australian site and the currency is priced in Australian Dollars (AUD). To change the currency, click the currency dropdown list at the top right hand side of the screen next to the search icon. Your payment can be processed in AUD, USD, CAD, EUR or GBP. Please note when proceeding to checkout the price may change, as it is shown in AUD.
Why is my payment not accepted?
If your payment is not accepted, please check that:
- Your billing address is the same address associated with your credit card
- Your name appears exactly the same as on the card
- There are no spaces in your credit card number
If you are still experiencing difficulties, please check with your bank or financial institution. If you have any issues with placing an order, please contact us on Live Chat or email email@example.com. Please note that screenshots of error messages can help greatly.
Do I need to set up an account to place an order?
You can shop at Public Figure without creating an account. To do this, please select checkout as guest. You will, however, be required to enter an email address for us to email your order invoice and tracking updates.
However, if you sign up you will receive the following benefits:
- Track your orders and review past purchases
- Be the first to preview our new collections
- Receive styling tips and information on sustainable luxury through our newsletter
- Access exclusive discounts through our newsletter
- Save your address and card details so you can shop even quicker next time
How can I unsubscribe from your newsletter?
We’re sad to see you go! If you would like to unsubscribe, you can do so from the bottom of any newsletter you have received from us. Would you like to follow us on Instagram, Facebook or Pinterest instead?
Is my personal information kept private?
Please be assured that we take data protection seriously. In order to sign up as a user of Public Figure, we ask you to provide your name and email address. We may use these details to inform you of new products via email. For order processing we require additional information including billing and shipping address, telephone number and payment details, which will only be used to authenticate your order.
Size and Fit
What size should I buy?
We stock a range of clothing brands from Australia and New Zealand that are listed in AUS sizing, however Lacausa is listed in US sizing. Please refer to the Sizing Chart for an international size conversion chart. Please note that the sizing guide is a general conversion and changes may apply depending on brands. Our product descriptions also include information regarding the fit specific to that item. If you have any further questions about the fit of a garment, please contact us on Live Chat or email firstname.lastname@example.org.
How do I know if an item is in stock?
Most items shown are in stock, however if an item is completely sold out it will have a ‘Sold Out’ tag on the top left hand corner of the image. You will be unable to select a size on the product page, as the button will read ‘Sold Out’. If a specific size is sold out, it will be greyed out on the product page and you will not be able to select that button. Please note that all orders are subject to availability and items in your cart are not reserved and may be purchased by other customers.
Do you restock items?
Sometimes we have the ability to re-order best sellers. Restocks are subject to demand and availability from our stocked brands. If your size is sold out in an item, please email us at email@example.com and we will notify you if the product becomes available again.
How do I apply a discount code?
From time to time we offer discounts which can be applied at checkout. To apply the code to an order, enter it on the right hand side of the checkout page in the ‘Gift card or discount code’ box. Click apply and check that the order total has updated to reflect the discount.
Promotional codes might not be redeemable on all items, conditions may apply. If you try and enter two discount codes and it doesn’t work, that offer doesn’t accept any other offers in conjunction with it. Discount codes are case-sensitive. So, if we’ve promoted the code in capital letters, you’ll need to enter it in capital letters. Don’t add spaces to the code. Codes may not be able to be used more than once per customer. You may only be able to use one code at a time with that particular offer. We are unable to retroactively apply discounts to an order once it has been placed. If you still have problems, please contact us on Live Chat or email firstname.lastname@example.org.
Do you offer a student discount?
Unfortunately, we do not offer a student discount at this time. If you are a new customer, we offer a welcome discount of 10% off your first order. Please apply WELCOME10 at checkout.
Does Public Figure have promotions and sales?
You may notice that at Public Figure we don’t go on sale very often. We carefully select brands to partner with because we believe in the integrity of their product. To constantly offer markdowns on this undermines the value of the goods. Whilst we want sustainable style to be accessible and from time to time may facilitate intentional & relevant promotions, we wish to represent responsible spending & mindfully investing in quality additions. At the end of Summer and Winter seasons, some stock may be marked down and will be listed in a Sale section in the main navigation. Owing to the limited nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season.
How will my order be packaged?
Reflecting our values of sustainability, we endeavour to minimise our packaging waste by using minimal packaging that is recyclable or biodegradable. Our packaging is eco friendly; smaller parcels are shipped in biodegradable eco satchels and larger parcels are packaged in cardboard boxes secured with paper tape. Please email us at email@example.com if you require gift wrapping.
How can I purchase a Gift Card?
To purchase a gift card, please search ‘Gift Card’ in the search bar on the top right of the screen. Gift vouchers can be purchased for the set values of $100, $200, $250, $300 and $500. Please contact us if you are interested in purchasing a gift voucher of a different value. Vouchers will be emailed as a virtual gift card. Please note that gift cards are non-refundable and are not redeemable for cash. Any items purchased using a gift card will be refunded as a voucher.
How do I redeem my Gift Card?
To redeem your gift card please proceed to checkout and enter the gift voucher code in the ‘Gift card or discount code’ box on the right hand side of the checkout page. Click apply and check that the payment total has updated to reflect the discount. Gift cards are valid for up to 3 years from the issue date. Please email firstname.lastname@example.org if you have problems redeeming your gift card or need to check its expiry date.
Where can I find information on your commitment to sustainability?
Public Figure represents an honest approach to sustainability, curating mindful brands and sharing their stories to inspire conversation about conscious fashion. Explore our Shop by Value menu to discover brands that support local production and produce environmentally conscious, ethically made organic and recycled items.