FAQ

Ordering

How do I know what size to choose?

All sizes can vary style to style due to the fur length and garment structure. You can find garment dimensions and size guides listed on our product pages. As our coats and jackets are generally not fitted garments, our customers can fit more than one size (handy if your chosen size is sold out).

How do I sign up for the Unreal Fur newsletter?

Find our newsletter sign up at the bottom of each page.

What happens if I cannot find my 15% off voucher?

Please check your junk mail/ spam folders. It is an automated email so it can sometimes end up as junk. Next, ensure you have correctly typed your email address.

I have seen a product but it no longer seems to be in stock, can I order it in or how can I find out if it is coming back in stock?

Some of our most popular products can run out very quickly, which is why we encourage you to be quick and get in before everyone else. Alternatively, use our search by category function to see if there is a similar style you might like to purchase instead. For restock information about a particular product please email us at info@unrealfur.com.au.

What can I do if something is wrong with my order?

If something is wrong with your order, whether it be the wrong item or something is missing please email us at info@unrealfur.com.au. Please contact us as soon as possible as orders are usually dispatched on the same day, once it leaves our warehouse we are unable to assist.

How do I make a purchase?

Select the product/s you wish to purchase, click on “Add to Cart”. You can add as many items as you want, just keep browsing and adding. When you are ready to purchase, click on “Checkout” to complete your order.

I’ve forgotten my password, what should I do?

Please follow the “Forgotten Password” instructions on the Member’s Sign Up page. For security reasons we cannot send your current password to your email address.

How do I know if an item is in stock?

All items are in stock unless SOLD OUT is displayed. If a certain size is out of stock, we will note this next to the size.

Pre orders & How do I order a pre order?

Pre orders are available on styles which are super popular and run out quickly. You can purchase a pre order if a style is sold out and our team will advise when it is arriving back into stock. Please note it is a first in, first served basis. We do not do custom orders for our customers unfortunately.

Can I add items to an existing order?

Unfortunately once you have placed your order it cannot be amended and combined with another order.

How will I know you have received my order and when will the payment be deducted?

After you have placed your order we will send you an email confirmation. Your card will be debited at time of purchase.

Where is my order?

We undertake to dispatch your order the same day if the order is placed before 12pm local time. Orders placed online after 12pm will be dispatched on the next available delivery day. Estimated delivery times are to be used as a guide only, please allow 2-8 working days for your order to be processed and delivered. Unreal Fur is not responsible for any delays caused by destination customs clearance processes.

Why has my bank card been declined?

You will have to contact your bank to find out why your card has been declined.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Whilst we endeavour to ensure all orders are processed correctly, unfortunately some mistakes go under the radar. In this case our system showed available stock when you placed the order, but when our warehouse went to process the item for you there was no stock available. In this rare instance we have to cancel the item from the order and we obviously will not charge you for the item/will refund you if charges have been made. If you would like to see if the item is coming back in stock please email us at info@unrealfur.com.au.

Can I use more than one discount offer on an order?

Unfortunately our promotions cannot be used in conjunction with any other offer. You can only use one 15% off voucher for the first time you make a purchase with our website.

How do I remove my details from your mailing list?

To remove yourself from our mailing list and no longer receive our newsletters with information, offers and promotions, simply click the unsubscribe link at the bottom of the newsletter email. If you are having any difficulties unsubscribing please contact us at info@unrealfur.com.au.

Delivery

Has my order been shipped out yet?

To track your order please contact us at info@unrealfur.com.au. Please note our warehouse is open between 8am and 4.30pm AEST- Monday to Friday, please be patient if you place an order after hours. All orders placed after hours will be shipped the next business day.

What is your standard delivery service?

We have a network of couriers (including DHL, Couriers Please and Fastway). Orders to PO boxes and parcel lockers will be shipped via Australia Post.

What countries does Unreal Fur ship to?

Unreal Fur now ships worldwide! To inquire about a specific destination or delivery time, please contact info@unrealfur.com.au.

Does Unreal Fur deliver to PO Box addresses?

Yes within Australia. Please note we do not deliver to PO Boxes outside of Australia. All orders which are shipped to PO Boxes or Postal Lockers are shipped via Australia Post.

Does Unreal fur deliver to freight forwarders?

Yes.

How much duties and taxes will I have to pay?

None in Australia. For international purchases local tax and charges may apply. Please contact your Customs department for more information before you place your order.

Does Unreal Fur ship to multiple addresses?

Unfortunately you can only ship to one address per order.

Do you offer same day delivery?

Unfortunately not. We offer express post, but please allow 2-8 working days for your parcel to arrive as our warehouse has to process and dispatch your order.

Do I need to sign for my order? What happens if I am not home to sign for it?

Yes someone will need to be present to collect your order. If no one is available to collect your order a calling card will be left at the door or in the letterbox with pick up details from the local post office.

Can I change my shipping address after my order has been dispatched?

Unfortunately we cannot redirect your order. Please ensure you provide a suitable shipping address.

Is my personal information kept private?

It is a top priority for us to keep your personal information private and confidential. Please rest assured that we will not use your personal information for any purposes other than those outlined in our privacy policy.

What are cookies?

A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and previous purchases. You do not need to worry about cookies, they are designed to make your shopping experience easier. Most browsers are automatically set up to accept cookies.

Returns

What is your returns policy?

We will exchange or refund your goods within 7 days of delivery, subject to terms and conditions. Please note goods need to be in an unworn, unused and originally packed condition.

DURING FLASH SALE OFFERS, END OF SEASON SALES, BOXING DAY SALES OR ANY OTHER FLASH SALE PROMO, WE WILL NOT OFFER REFUNDS FOR CHANGE OF MIND. PLEASE READ OUR T&C's CAREFULLY PRIOR TO PURCHASE. SALES ARE FINAL ON SALE ITEMS AND WILL NOT BE REFUNDED. AN EXCHANGE OR CREDIT NOTE MAY BE OFFERED.

See our full returns policy here [link to returns page] Please email info@unrealfur.com.au and our customer service team will advise if we are able to return or exchange your goods.

How do I return an item to Unreal Fur?

You can return an item to Unreal Fur using any postal service. Although you must obtain our approval before sending to us.

Please return to:

41 Grosvenor St,

Abbotsford VIC 3067

Australia

 

Please note it is very important that when you return an item we know the order number it relates to, your details and whether you want a refund or an exchange. It can take up to 7 days for us to receive your return if sent within Australia, depending on which postal service you use. Once we receive the goods we will inspect and process them within 24 hours. Any refund will automatically be issued to the card used to make the original purchase and we will let you know via email.

 

Please ensure the goods are sent back in their original packaging with all tags attached. Please note all shipping charges for returns and exchanges are non-refundable. All garments are to be returned at the customer’s expense.

How do I know if you’ve received my returned goods?

We will email you and let you know as soon as our warehouse has processed your returned goods. If you do not receive an email from us within 10 days of posting your parcel back to us, please email us at info@unrealfur.com.au.

We will get back to you as soon as possible. Please note your tracking number so we can assist to track your parcel if necessary.

Can a Gift Voucher be refunded?

Gift vouchers cannot be refunded.

Payment

What payment methods does Unreal Fur accept?

We accept Visa, MasterCard, Apple Pay & Paypal payments.

We also accept Afterpay, ZipPay and Klarna as alternate methods of partial payment.

Larn more about Klarna here.

Is it safe to use my credit card online at Unreal Fur?

Protecting your personal information and credit card details is top priority for Unreal Fur. We use SSL technology to protect the security of your online order information. All credit card payments are processed securely through a Payment Gateway. Payment by credit card is the fastest way to receive your order as there is not clearance delay. We do not store any credit card information on our servers.

For more information on our terms and conditions click here.

For any additional enquiries, please email us at info@unrealfur.com.au. Enquiries will usually be answered between 1-2 business days.