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FAQ

Do I need to create an account to shop online?
Nope! Within the checkout process, you can opt to checkout as a guest rather than having to register an account. However, having an account does allow you to experience a faster checkout, as all your contact, shipping and payment details will be saved and ready for your next purchase. No need to worry about your details, we will never give them to any third parties for any reason.

When will I receive my parcel?
Dependent on the shipping method you select at the checkout, there are varying times that you might receive your parcel.
For information regarding our shipping times, costs and conditions, please refer to our Shipping Policy.

When can i expect a reply to my email enquiry?

We endeavour to reply to your emails as quickly as possible, though as our admin staff are only in the office on weekdays, you can expect a reply within 1-2 business days. You can also contact us via our Facebook page or Instagram account. 

Do I need to cover postage costs?
Customers are required to pay standard postage if the order comes under the cost of $50. If the order is over $50, you will receive free standard shipping on us! If the order is over $200 you will receive free express shipping. However, if the customer requires express shipping but the order falls under the cost of $200, the customer will be required to pay the extra express postage cost.
For more information on shipping times and costs, please refer to our Shipping Policy.

Do you offer International shipping?
Pilgrim offers shipping to all kinds of locations all over the world – check out our Delivery Page to see where in the world we are able to ship to.

What if my item doesn’t fit, I change my mind or my item is faulty?
We have a variety of options if your garment is faulty or an incorrect size. Our Shipping & Returns page can help with that.

Can I return/refund an online order to a Pilgrim store?
Sorry! Unfortunately all online sales have to be returned and refunded via our online store.

Can I return/refund an item(s) purchased at a Pilgrim store online?
Just the same as online, any items purchased in store must also be returned or refunded in store.   

Can I return/refund an Pilgrim item purchased on a Third Party site to a Pilgrim Store?
No, unfortunately Pilgrim items purchases via Third Party websites need to be returned to the Third Party site under their returns policy.

Can I drop my return at Pilgrim’s head office?
No, as Pilgrim’s head office is not a stand-alone store, the return is required to be sent back to our webstore department via the post.

How do I complete an Online Returns/Exchange Request form?
You should have received a form with your purchase, however if for any reason you can’t find it, email our lovely admin team at admin@pilgrimclothing.com.au and they will be able to email you a copy.

I purchased an item at full price and now it has gone on sale, can I still get a refund or exchange?
If the return is lodged within 30 days of your purchase, you are welcome to return the item and receive an exchange or refund in line with our online returns policy for the original paid amount.

I purchased a dress on sale and I don’t want it anymore. I know I can’t return it; can I get a credit note?
Unfortunately Pilgrim doesn’t offer credit notes, however you are more than welcome to exchange a sale item if you do so within 30 days of the original day of purchase.

What address do I send my return parcel to?  
Pilgrim Clothing Online Returns
46 Connell Road
Oakleigh 3166
Australia

How do I know what size I am?
Take a peek at our Size Chart to determine what size you should purchase, if you require a little more help our admin team can help you out. Send us an email at admin@pilgrimclothing.com.au

How do I enter a promotional code?
Promotional codes should be entered in to the "Promotion Code" field in the shopping bag/checkout area before submitting your order.

The dress I want is out of stock online, how do I get a hold of one?
If a dress/garment is out of stock please use our 'I Want It' feature on the product page of that particular garment and request a size/colour. If you need a further hand with finding any garment, email our admin staff at admin@pilgrimclothing.com.au and we will do everything we can to help you.

I have a compliment or complaint regarding Pilgrim
Have a question that we haven’t covered here? Are you concerned about something? Have you had a great experience online or in store that you’d like to tell us about? Let us know by emailing us at admin@pilgrimclothing.com.au

We love hearing your feedback and will ensure it is passed onto the correct staff member!

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