Help and Support
I have questions. How do I contact you?
We have compiled the most commonly asked questions below. Please have a look through and see if you can find a quick answer to your questions.
If you don't see an answer here or you would just like direct contact with us, click here to go to our contact page.
You can phone us Monday - Friday 9am - 5pm or Saturday 10:30am - 3pm (Adelaide time, excluding public holidays), on 08 8182 6595. Our online live chat is also accessible during these times.
I'm trying to checkout, but your system won't let me!
Ok, here's a couple of things to check before you throw your computer out of the window.
- Have you entered all of your details, especially address (including state), and selected a delivery method?
- Are you using Internet Explorer 9 as your browser? Many websites (like ours) use the latest and safest HTML5 technology, which is not fully compatible with IE9. Update Internet Explorer to a newer (and safer and faster) version, or try using another browser such as Google Chrome or Firefox.
If you don't have time to do the above, or you are still having problems, then give us a call to place your order over the phone.
I can't find a product that was on your site yesterday.
This means that the product is now out of stock and not visible until we restock it.
Do you have a physical shop? Can I come and look at things?
Yes! Well sort of.
Can you come in to browse, look at products and purchase on the spot? Absolutely. With the amount of stock we have we find the easiest way to find what you're looking for is using the website! We have customer computers to browse on (we can help you if you don't like computers!) and we can get products out for you to look at and purchase while you're here.
Do we have racks of lingerie to look at with changerooms and mirrors and all sorts? Unfortunately not. We are a warehouse, which keeps prices low and means we can stock a larger range of products, but we simply don't have space to set up like a traditional shop.
Anything that is in stock on our website is here ready to go in our warehouse, so pop in and we can help you find what you're looking for.
Can I try something on?
Once you get it home you can! Unfortunately we don't have changerooms but we do have a pretty good returns policy so if you buy it and take it home and change your mind you can bring it right back for a full refund.
We also have a size chart for every single product, so if you're not sure on your size we can measure you up and make sure we get the size right!
Where are you and when are you open?
Our office and warehouse is open Monday to Friday 9am-5pm, and Saturday 10:30am-3pm, at 8 Stanbel Rd, Salisbury Plain, South Australia.
How do I create an account?
Click the "Account" link at the top right hand side of our site to create an account, or when you place your order make sure the "Create an account for later use" box is ticked.
Why would I create an account?
An account will let you do all the fun things like creating a wishlist to save for later, as well as some boring stuff like managing your current and past orders.
I forgot my password
Click the "Account" link at the top right hand side of our site to log in to your account. Under the login box you'll see a link that says "Forgot your password?". That link will send an email to you with your password.
Shipping and Delivery Info - Australia
How much is shipping?
If your order is over $80, shipping is FREE! Otherwise shipping is $9.99. You can find more info here.
I've ordered and I'm so excited I can't wait, when will I get it?
We ship all orders using Australia Post's express post, and our postage cut off is 3pm Adelaide time, Monday - Friday. If you've ordered before then and you're in the next business day network, you'll get it next business day! Now that's fast.
To check to see if you're in the next business day network, and see more info on delivery, click here.
Can I pick up my order from your warehouse?
Yes, you can collect your order from our Adelaide warehouse Monday - Friday 9am - 5pm or Saturday 10:30am - 3pm. We have everything in stock so your order is ready for collection as soon as you've placed it! Here's how:
- Place your order and select 'pick up from warehouse' as your shipping method.
- Pay by credit card while placing your order online, or select 'Pay on Pick-up' as your payment method if you would like to pay cash or EFT when collecting.
- Collect your order between 9am and 4.30pm Monday - Friday or Saturday 10:30am - 3pm from our warehouse:
Express My Lingerie, 8 Stanbel Road, Salisbury Plain, South Australia
How do I track my order? Has it been shipped?
Click the "Account" link at the top right hand side of our site to log in to your account and track the status of your order. Here you will be able to see the status of your payment and the date we shipped your order as well as your tracking number.
You will also receive a shipment confirmation, including tracking information, via email when your order has shipped. You can track your parcel at the Australia Post tracking website.
Shipping and Delivery Info – International
Do you ship to my country?
We ship to most European, American and Asian countries. During checkout we'll ask for your shipping address details including country. If your country is not in the drop down menu of available countries, unfortunately we cannot ship to your country at this time. You are welcome to contact us to check if we ship to your country.
Please be aware that we cannot control any duties or delays imposed by your country's customs department.
How much is shipping and how long will it take?
For International customers, your shipping options and charges will be calculated at checkout after you have added your items to your cart and entered your address details. They can also be calculated in the "Shipping Quote" section of the shopping cart.
We ship paid orders same day if they are placed before 3pm Adelaide time, Monday - Friday. Orders are shipped through Australia Post. You may be able to track your order depending on the shipping option you have selected. Delivery generally occurs between 1 and 6 weeks after shipping.
Please be aware that we cannot control any duties or delays imposed by your country's customs department or local postal service.
What are my payment choices?
For International orders we accept only payment through PayPal. You can use your PayPal account to make payment or pay as a guest using Visa or Mastercard credit card. The payment process is automated in our checkout.
Do I need to pay taxes?
If you are outside of Australia you will not need to pay our GST (Goods and Services Tax), so you will receive 10% off your entire order including shipping costs. This will be calculated at checkout.
Please be aware that you may be required to pay duties imposed by your country's customs department.
What are my payment choices?
We accept payment via Visa, Mastercard, Direct Bank Deposit, Money Order, PayPal (credit card or balance), Pay by Phone (credit card), or Pay on Pickup (pick up orders only, cash or EFT).
How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart, or head straight to checkout. On these pages you'll see a coupon code box where you may enter your discount code.
When will my credit card be charged?
If you have opted to pay by credit card, your card will be charged immediately though it may not show on your statement for 24 hours. Your credit card statement will show the merchant as HC Trust.
I need a copy of my receipt/invoice.
Click the "Account" link at the top right hand side of our site to log into your account where you can print invoices. Alternatively please contact us to have one sent directly to you.
How do I know my order has been received?
Once you have placed your order, an order number will be displayed for you to confirm it has been received. You will also receive confirmation via the email address you provided at the time of placing your order.
I didn't receive an Order Confirmation, Invoice or Tracking Number
Often this is the case if your email address has been entered incorrectly, or you may need to check your "spam" or "junk" email folders. You can contact us to have your invoice resent, or if you have an account with us you can log in to view and print the invoices for your past orders.
Can I pre-order something that you don't have in stock?
Our site is set to not accept backorders. The reason for this is that we have all stock for sale in our warehouse in Adelaide and this means there is no waiting involved - all orders can be shipped immediately. If you can place the item in your shopping cart, then we have it in stock ready for shipping.
If an item is out of stock and you would like to order it, please phone us as the item might already be on it's way to us, or we may be able to order an extra one in for you if you have the time to wait.
After Sales Support
My order never arrived.
Use your tracking number (from your shipment email or your order status in your account) to track your parcel at the Australia Post tracking website to see if it being held at a post office for delivery, or if it is still in transit. If that doesn't help please contact us so we can help track down your parcel.
An item is missing from my shipment, or I received a faulty or incorrect product.
If you believe there has been an error in our packing and you have not received all of the items on your invoice, the wrong items or a faulty product, please contact us so that we can correct the problem.
Can I return or exchange my item?
Is it within 14 days, and is your item new, clean, and unworn with all tags attached and in its original undamaged packaging? Then yes*. The policy is the same for international and domestic customers. If you have any questions feel free to contact us.
*Please note we can not accept hosiery, body stockings, or G-strings or other intimate items for exchange or refund if the package has been opened. CLEARANCE OR SALE items are not able to be returned if you change your mind, so please choose carefully.
When will my refund appear on my account?
Refunds are processed weekly on a Friday. Funds will usually take 2-3 business days from the time of processing to be deposited back into your account.
What size am I?
Click on the costume you like on our website and scroll down to the description. You should see a tab called "Size Chart". Compare your measurements to the chart and voila!
Don't know your measurements? Grab a tape measure and measure away! If you don't have one a piece of string and a ruler can do the trick.
We stock a number of brands and they all size differently, so it is best to check the size chart for each product separately.
Privacy and Discretion
What if my boss/mum/wife/judgmental neighbour sees my parcel?
Don't worry, all of our orders are sent in discreet plain white packaging. The return address will show the business as "HC Trust", so your secret is safe with us. You can tell them you've bought some exciting new beige bath towels.
What will be on my bank statement?
Any transactions will appear on your credit card statement as "HC Trust".
Will buying online let sneaky people steal my identity and all my money?
Our shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.