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Top FAQs
Where's my order?
You will receive a shipping dispatch email with a tracking code once your parcel is dispatched from the warehouse. This may take up to 5 hours or slightly longer.
- Australian customers, please track your parcel with Australia Post by following the instructions at this link: http://auspost.com.au/track/
- International customers, please use DHL’s tracking service by following this link: https://www.globalmail.dhl.com/web/portal-asia/traceit/
I didn’t receive an order or shipping confirmation email. What should I do?
Please check your junk mail as it’s possible that our confirmation emails may have been incorrectly sent there.
There is also a possibility that we have an incorrect email address linked to your account.
If you believe this is the case, please contact us at support@popcherry.com.au so we can verify your order and resend your confirmation emails.
How long will it take for me to receive my order?
Please refer to our Shipping section for specific times.
We use Australia’s Post Standard and Express shipping services for Australian orders. For international orders, we use DHL eCommerce and Express.
My tracking code doesn’t work.
Sometimes tracking codes don’t become active until 48 hours after dispatch.
If your tracking details do not show up after this period, please contact the Popcherry Support Team at support@popcherry.com.au.
What’s your returns policy?
If you need to return something, please send it back to us within 25 days of purchase.
The item(s) must be unwashed and unworn with labels and tags still attached. We offer store credit for all returns.
For New Zealand customers, Popcherry and DHL are working together to make your lives easier. You can now ship your returns to a local address and we'll ship it from New Zealand to Australia for you. This will allow for faster and cheaper returns for you. Our New Zealand depot is at:
Popcherry
c/o DHL eCommerce
PO BOX 91980
Victoria Street West
Auckland 1142
Please note that the address is a PO Box and couriers will be unable to deliver your parcel.
Do you offer exchanges?
Unfortunately Popcherry does not offer exchanges.
Please apply for a return and once we have processed your return, you can use your store credit to purchase again.
Where’s my store credit from my Popcherry Return?
To receive store credit, you must have an account with Popcherry.
Once your return has been processed by the Popcherry Returns Team, you will receive an email from us confirming your store credit amount.
Just sign in to your account and your store credit will be available under Payment Method at the Checkout page.
Where are you located?
We are based in beautiful Sydney, Australia.
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