FAQ – Licinia

If you need to change or cancel your order, please contact us as soon as possible with your order number.

We can only make changes or cancellations if your order has not yet been processed or dispatched.

Once an order has been packed or shipped, we are unable to cancel or modify it. In this case, you may need to follow our Returns Policy once you receive the item.

Custom, made-to-order, or bulk production items may not be eligible for cancellation once production has begun.

We’re sorry to hear there’s an issue with your order.

If you have received an incorrect, damaged, or faulty item, please contact our Customer Care team as soon as possible with your order number and a brief description of the issue (including photos where applicable).

Our team will review your request and arrange a suitable resolution in line with Australian Consumer Law, which may include a replacement, refund, or repair depending on the situation.

At this stage, we do not offer direct exchanges.

If you would like a different item, size, or variation, we recommend placing a new order and returning the original item in line with our Returns Policy, where eligible.

Once we receive and inspect your return, you may choose either a refund or store credit for eligible items within 30 days of delivery.

Please note that custom-made, personalised, made-to-order, gift cards, and sale items are not eligible for change-of-mind returns or exchanges (unless faulty in accordance with Australian Consumer Law).

All standard orders are processed within 1–2 business days.

Custom, made-to-order, or bulk production orders are processed within approximately 2 weeks before dispatch, as these items are prepared specifically for each order.

Once your order has been dispatched, you will receive a confirmation email with tracking details.

Delivery times after dispatch will depend on the shipping method selected at checkout (Standard or Express) and your location within Australia.

Yes — we offer Express shipping within Australia.

For most standard orders, we use Australia Post Express Post (or equivalent express services) for fast nationwide delivery.

For larger, bulk, or custom orders, we may use alternative express road or courier services if they are more suitable for the size, weight, or nature of the shipment. In these cases, we always choose the most reliable and appropriate express option available.

Express shipping options will be shown at checkout where available.

No, we not ship to PO Boxes to ensure proof of delivery is received on all packages as part of our shipping policy. A nominated person must sign for the item once it's received, which can only be actioned at a home address.

In the event that you are not home to accept the delivery, a card will be left at your address with the necessary information regarding collection at your local depot, or re-delivery at a convenient time.

We use a combination of trusted Australia-wide delivery services depending on the order type, size, and destination.

For most standard orders, we ship with Australia Post (Parcel Post and Express Post).

For larger, bulk, or custom production orders where Australia Post may not be the most cost-effective or suitable option, we may use alternative trusted courier services.

Custom or made-to-order items may have shipping calculated and confirmed at the time of quotation or invoice to ensure the most accurate and appropriate delivery method is used.

We take pride in providing reliable shipping through Australia Post.

Shipping costs are automatically calculated at checkout based on the delivery address, parcel size, weight, and selected shipping method.

We offer:
- Standard Shipping (Australia-wide)
- Express Shipping (Australia-wide)

Free standard shipping is available on Australian orders over $199 AUD.

Shipping rates and delivery options will be displayed during checkout before payment is completed.

Licinia accepts returns within 30 days of receiving eligible items.

Customers may choose between a refund or store credit for eligible returns in accordance with our Returns Policy.

Return shipping costs are the responsibility of the customer. A 10% restocking fee may apply to approved change-of-mind returns.

Please note that custom-made, personalised, made-to-order, gift cards, and sale items are not eligible for change-of-mind returns.

All items are covered under Australian Consumer Law, meaning we will provide a remedy where an item is faulty, damaged, or not as described.

For full details, please refer to our Returns Policy.

Yes — we accept returns within 30 days of receiving eligible items.

Items must be in their original condition and in accordance with our Returns Policy.

Please note that custom-made, personalised, made-to-order, gift cards, and sale items are not eligible for change-of-mind returns.

Return shipping costs are the responsibility of the customer, and a 10% restocking fee may apply.

For full details, please refer to our Returns Policy.

Yes — we offer custom personalisation and made-to-order apparel, however these items are not always listed on our website.

For custom requests, please submit a Custom Apparel Quote Request or contact our team directly with your requirements.

Our team will review your request and provide options, pricing, and lead times based on your design and order details.

Our products are designed with quality and longevity in mind, and proper care will help maintain their appearance and durability over time.

Care instructions vary depending on the product type and materials used. We recommend referring to our Product Care page for detailed guidance on how to care for your specific item.

If you are unsure about how to care for your product, feel free to contact our Customer Care team for assistance.

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