Question 1

I added my email to notify me when an item is back in stock, when will the item be available?

Accepted Answer

You'll get an email as soon as the item's back in stock. Want an estimated restock date? Our friendly customer service team is happy to help.

Question 2

How do I edit or cancel my order?

Accepted Answer

Get in touch with us as soon as possible if you need to make changes or cancel. Once your order's been processed by our warehouse, we won't be able to make any adjustments.

Question 3

I haven't received my order confirmation email.

Accepted Answer

Your confirmation email should arrive within a few minutes of placing your order. Can't see it? Check your junk or spam folder. Still missing? Reach out to our Customer Service team and we'll resend it right away.

Question 4

What is a pre-order?

Accepted Answer

A pre-order lets you purchase an item before it's available for immediate dispatch. It secures your size and colour in advance. You'll see the estimated arrival date on the product page, and we'll ship your order as soon as the item arrives at our warehouse.

Question 5

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, PayPal and AfterPay. For customers in Australia, Shop Pay is also available for faster checkout.

Question 6

What currency will I be charged in?

Accepted Answer

UK: All orders are charged in GBP (British Pounds)Australia: All orders are charged in AUD (Australian Dollars)New Zealand: All orders are charged in NZD (New Zealand Dollars)USA & Canada: Charged in USD or CAD depending on your location

Question 7

Can I use multiple discount codes?

Accepted Answer

Only one discount code can be applied per order.

Question 8

How do I find and use my store credit?

Accepted Answer

You'll receive an email with your store credit amount and a link to your account. To use it, make sure you're logged into your account at checkout - your store credit will automatically appear as a payment option. Select it to apply the credit to your order.﻿Can't find your store credit? Contact us with your order number and we'll help locate it.

Question 9

Does the store credit expire?

Accepted Answer

Store credit expires 3 years after it's issued.

Question 10

My store credit or discount code isn’t working, what should I do?

Accepted Answer

Double-check for any typos and expiry dates. Still not working? Contact our Customer Service team and we'll sort it out.

Question 11

Do you offer wholesale or bulk order options?

Accepted Answer

We don't currently offer wholesale arrangements, but feel free to contact our customer service team for more information or future opportunities.

Question 12

Do you have any upcoming sales?

Accepted Answer

Subscribe to our newsletter to be the first to know about upcoming sales and promotions.

Question 13

I entered the wrong shipping address, what should I do?

Accepted Answer

Contact us immediately! If your order hasn't been dispatched yet, we may be able to update it for you.

Question 14

What if I receive a faulty or incorrect item?

Accepted Answer

Oh no! If your order isn't quite right, contact our Customer Service team with your order number and clear photos of the issue. We'll sort it out quickly for you.

Question 15

Do you have a physical store?

Accepted Answer

We're an online-only store and don't have a physical location.

Question 16

Can I have a gift voucher instead of store credit?

Accepted Answer

Absolutely! Get in touch with us and we can convert your store credit into a gift voucher.

Question 17

What shipping options do you offer?

Accepted Answer

Shipping options vary by location:UK:24-hour tracked delivery via Royal Mail and Parcel force: £5 flat rateFree shipping on orders over £150Australia:Standard Shipping: AUD $9.95 (via Australia Post)Express Shipping: AUD $15.00 (via Australia Post)Free standard shipping on orders over AUD $150New Zealand:Standard Shipping: NZD $12.00Free shipping on orders over NZD $200USA:Standard International Shipping: USD $20.00Canada:Standard International Shipping: CAD $30.00

Question 18

Where do orders ship from?

Accepted Answer

UK orders: Ship from our UK warehouse for faster delivery within the UKAustralia, New Zealand, USA, Canada and all other international orders: Ship from our Sydney, Australia warehouse

Question 19

What are the shipping timeframes?

Accepted Answer

Orders are dispatched within 1-2 business days. Delivery times depend on your location:UK: Delivery is typically within 1 business day of dispatch.Australia:NSW: 2-4 business days (Standard) or 1-2 business days (Express)VIC: 3-5 business days (Standard) or 2-3 business days (Express)QLD: 3-5 business days (Standard) or 2-3 business days (Express)SA: 5-7 business days (Standard) or 2-3 business days (Express)WA: 9-16 business days (Standard) or 2-4 business days (Express)NT: 7-11 business days (Standard) or 3-4 business days (Express)TAS: 5-7 business days (Standard) or 3-4 business days (Express)New Zealand:8-12 business days with Standard Shipping4-8 business days with Express ShippingUSA & Canada: Approximately 6-10 business days

Question 20

What courier service handles my delivery?

Accepted Answer

UK: Royal Mail and ParcelforceAustralia: Australia PostInternational: Australia Post, then handed to your local postal carrier once it reaches your country

Question 21

Will I receive tracking notifications?

Accepted Answer

Yes! You'll receive an email with your tracking number once your order is dispatched.

Question 22

Why hasn't my tracking updated?

Accepted Answer

Tracking updates usually appear within 24-48 hours of dispatch. Still no movement after that? Contact our support team and we'll help.

Question 23

Can my order be sent to a PO Box or Parcel Locker?

Accepted Answer

Australia: Yes, we can deliver to PO Boxes and Parcel LockersInternational orders: Require a physical address

Question 24

What happens if my parcel is returned to the sender?

Accepted Answer

Parcels returned due to non-collection or incorrect address will be issued a store credit minus shipping costs. Once the store credit is active, you'll be notified via email.

Question 25

Can my order be sent to a PO Box or Parcel Locker?

Accepted Answer

Yes, for Australian customers, we can deliver to PO Boxes and Parcel Lockers. International orders require a physical address.

Question 26

What happens if my parcel is returned to the sender?

Accepted Answer

Return to sender parcels due to non-collection or incorrect address will be issued a store credit minus shipping costs. Once the store credit is active, you will be notified via email.

Question 27

Why has my pre-order arrival date changed?

Accepted Answer

Occasionally, unforeseen shipping delays can happen. We'll notify you by email if your order is affected.

Question 28

Do you offer fabric samples?

Accepted Answer

Yes! Fabric samples are available for most colours and styles. Each sample shows the fabric name and colour for easy reference.﻿Note: Fabric samples are currently shipped from our Australian warehouse. UK customers can order samples, but please allow additional delivery time as they ship from Australia.

Question 29

How much does shipping cost for fabric samples?

Accepted Answer

Shipping is completely free for all fabric samples and fabric swatch packs worldwide.

Question 30

How long does it take to receive fabric samples?

Accepted Answer

Australia: 4-10 business daysUK and International: 8-18 business daysSamples are sent via regular letter without tracking.

Question 31

How many fabric samples can I order?

Accepted Answer

You can order individual fabric samples or opt for swatch packs which offer better value when comparing multiple colours.

Question 32

What is your return policy?

Accepted Answer

Australia & UK:Full-priced items: Can be returned within 30 days for a refund or store creditSale/promotional items: Can be returned within 30 days for store credit onlyItems must be unworn, unwashed, free from makeup, perfume, or pet hair, with all tags attachedFinal sale items cannot be returned unless faultyAll Other Countries:Can be returned within 30 days for store credit onlyFinal sale items (50% off or more): Cannot be returned unless faultyEarrings: Non-refundable for hygiene reasonsItems must be unworn, unwashed, free from makeup, perfume, or pet hair, with all tags attachedFor full details, visit our Returns Policy page.

Question 33

How do I return my order?

Accepted Answer

Australia: Use our online Returns PortalInternational: Please download our Returns Form and follow the instructions

Question 34

Do you offer exchanges?

Accepted Answer

We don't offer direct exchanges. If you'd like a different size or style, simply return your original order for a refund or store credit and place a new order.

Question 35

How long do I have to return my order?

Accepted Answer

You have 30 days from delivery to return the order.

Question 36

Are there any items that can’t be returned?

Accepted Answer

Yes:Final sale items (items marked as "final sale" or discounted by 50% or more)Earrings (hygiene reasons)Items that don't meet our return conditions (worn, washed, or missing tags)

Question 37

What if my return doesn’t meet the conditions?

Accepted Answer

Items not returned in their original, unworn condition may be rejected and sent back to you.

Question 38

I purchased an item during a sitewide sale, can I exchange it and still receive the sale price?

Accepted Answer

Unfortunately, we don't offer direct exchanges and we're unable to honour or reapply sale pricing once a sitewide promotion has ended. Any new order placed after the sale period will be charged at the current price.

Question 39

When will my return be processed?

Accepted Answer

Returns are processed within 5-7 business days of arrival. You'll receive an email notification once your return has been completed.We recommend keeping your return tracking details for reference, as we're unable to take responsibility for parcels lost or damaged in transit.

Question 40

What fabrics do the Infinity Dresses come in?

Accepted Answer

The Infinity Dress comes in three luxurious fabrics:Classic: Buttery-soft matte stretch materialLuxe Satin: Sleek satin sheen for an elevated lookVelvet: Rich velvet finish for a luxe feel

Question 41

Is the waistband on the Infinity Dress stretchy?

Accepted Answer

Yes! Every Infinity Dress features a soft elastic waistband for a comfortable, flattering fit.

Question 42

How do I find my best size?

Accepted Answer

Use our size chart found on each product page. Compare your measurements for the best match. If you're between sizes or unsure, our team can help with personalised sizing advice.

Question 43

Are the Infinity Dresses floor length?

Accepted Answer

Yes, they're designed as full-length gowns that can easily be shortened without hemming.

Question 44

How do I shorten my Infinity Dress?

Accepted Answer

Simply trim the bottom with sharp fabric scissors - the material won't fray. You can DIY it or ask a seamstress to adjust it for you.

Question 45

Are the Infinity Dresses maternity-friendly?

Accepted Answer

Absolutely! The soft elastic waistband comfortably sits above the bump, making it a perfect choice for mums-to-be.

Question 46

Can the Infinity Dress be worn as a maternity dress?

Accepted Answer

Yes, it's bump-friendly and the waistband can be worn above the bump. The stretch fabric adapts beautifully as your shape changes.

Question 47

Can bridesmaids mix regular and maternity styles in one bridal party?

Accepted Answer

Yes, the Infinity Dress design allows both maternity and non-maternity wearers to match perfectly in the same fabric and colour.

Question 48

Is the Infinity Dress suitable for petite or tall heights?

Accepted Answer

Yes, the skirt is a standard 125 cm long and can be easily shortened if needed. The stretchy waist also accommodates different torso lengths.

Question 49

How long are the straps?

Accepted Answer

The straps are approximately 2 metres long for Size 1 and Junior, and 2.6 metres for Size 2.

Question 50

Are the dresses sheer?

Accepted Answer

No, they're made from opaque fabrics that provide great coverage and flow. For best results, wear nude, seamless undergarments.

Question 51

What's the difference between Classic, Luxe Satin A-Line, and Luxe Satin Ballgown styles?

Accepted Answer

Classic Infinity Dress: Lightweight matte fabric with an A-line silhouette, perfect for casual or cocktail eventsLuxe Satin A-Line Infinity Dress: Elegant satin finish with a silky satin sheen and flowing A-line skirtLuxe Satin Ballgown Infinity Dress: Full-circle skirt with extra volume in a satin sheen, ideal for black tie occasions

Question 52

What colours are available?

Accepted Answer

There are 80+ colours available across all fabrics including neutrals, pastels, bold tones, and dark shades.If ordering for a bridal party, we recommend ordering all dresses together to ensure colour consistency between batches.

Question 53

Can the Infinity Dress be worn as a maternity dress?

Accepted Answer

Absolutely! It’s bump-friendly and the waistband can be worn above the bump, and the stretch fabric adapts beautifully as your shape changes.

Question 54

Can bridesmaids mix regular and maternity styles in one bridal party?

Accepted Answer

Yes, the Infinity Dress design allows both maternity and non-maternity wearers to match perfectly in the same fabric and colour.

Question 55

Is the Infinity Dress suitable for petite or tall heights?

Accepted Answer

Yes, the skirt is a standard 125 cm long and can be easily shortened if needed. The stretchy waist also accommodates different torso lengths.

Question 56

What is the Infinity (or Multiway) Dress?

Accepted Answer

It's a convertible gown that can be styled in over 99 ways. Wrap, twist, or tie the straps to create your perfect look. It's ideal for weddings, formals, and special occasions.

Question 57

What comes with my Infinity Dress?

Accepted Answer

Each Classic and Luxe Satin Infinity Dress includes a matching tube top, as listed in the product description. However, the Velvet Infinity Dress does not include the matching tube top. You can purchase the tube top separately on our website.

Question 58

Do you offer styling help?

Accepted Answer

Yes! Visit our How to Tie an Infinity Dress page or check out our 99 Ways to Tie guide. We also share tutorials on social media. Follow us on Instagram and TikTok for inspiration @modelchicau

Question 59

How many ways can the Infinity Dress be worn?

Accepted Answer

The straps can be styled 99+ different ways: halter neck, one-shoulder, strapless, cross-back, or even with sleeves. You can view styling tutorials on our website for inspiration.

Question 60

Can I add accessories to change the look?

Accepted Answer

Definitely! Explore our range of styling bands and buckles in Rhinestone, gold or silver to create different looks.

Question 61

What is the styling band used for?

Accepted Answer

The styling band is designed to seamlessly shape and style your dress, adding elegant detail. It's made from the same fabric as our Infinity Dresses for a flawless match.

Question 62

What type of bra works best?

Accepted Answer

Depending on your styling, go for a strapless, adhesive, or convertible bra. For added coverage, use the included matching tube top.

Question 63

Can I add a leg split?

Accepted Answer

Our Classic and Luxe Satin dresses don't include a split, but the fabric can be easily altered without fraying. A tailor can add one if desired.

Question 64

How do I wash my Infinity Dress?

Accepted Answer

Hand wash or use a cold, delicate cycle with mild detergent. Dry flat in the shade.

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