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FAQs

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 hello@publicfigure.shop.

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 Australia Post 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, allowing the courier to drop your parcel at the door without contact.

Orders

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 hello@publicfigure.shop.  

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 hello@publicfigure.shop

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.

Shipping

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 Australia Post or DHL online tracking. 

Do you ship to PO boxes?

For standard shipping within Australia, orders are shipped with Australia Post and can be delivered to PO box addresses. For express shipping in Australia and international orders, unfortunately we are unable to ship to PO boxes, as DHL does not provide this service.

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 hello@publicfigure.shop. 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.

Will I be refunded the full value of my order?

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.

Payment

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.

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 hello@publicfigure.shop. Please note that screenshots of error messages can help greatly.

Account

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.

For more information, please read our Privacy Policy.

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 hello@publicfigure.shop. 

Stock

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 hello@publicfigure.shop and we will notify you if the product becomes available again.

Discounts

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. If you still have problems, please contact us on Live Chat or email hello@publicfigure.shop.

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.

Packaging

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.

Gift Cards

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 hello@publicfigure.shop if you have problems redeeming your gift card or need to check its expiry date.

Sustainability  

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 in the main dropdown navigation to discover brands that support local production and produce environmentally conscious, ethically made organic and recycled items.

Please read our Mission & Values and Our Story for more detailed information on our commitment to sustainable practices in the fashion industry.