FAQ
Orders & Payments
Can I change or cancel my order?
We start preparing your order as soon as it’s placed, but if you need to make a change, please contact our team to discuss.
What payment methods do you accept?
Visa, MasterCard, UnionPay, PayPal, Shop Pay, Apple Pay, and Afterpay.
Sizing & Fit
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. This sizing chart is based on body measurements, not garment measurements. It is based on averages only and is to be used as a general guide to assist with determining your size.
What size is the model wearing?
Our model is usually 176 cm tall and wears a size Small (8–10) unless otherwise noted.
Do your garments run true to size?
Most of our styles fit true to size, and we’ll always note when a garment has a more relaxed or oversized silhouette — or if we recommend sizing up or down for the perfect fit.
Shipping & Delivery
Where do you ship from?
All orders are packed and shipped from our Head Office in Geelong, Victoria.
How long will my order take to arrive?
For orders placed before 12pm Monday - Friday AEST/AEDT, we will endeavour to process the same business day.
Standard shipping: 2–5 business days (regional areas may take longer)
Express: 1–3 business daysYou’ll receive tracking once your order leaves our warehouse.
Do you offer free shipping?
Yes — free shipping for all Australian orders over $150.
Do you ship internationally?
Currently, we ship within Australia and New Zealand only.
Returns & Exchanges
What is your returns policy?
We accept returns within 30 days for unworn items with original tags attached.Visit our Returns Portal to start a return.
How do I exchange an item?
Please return your item for a store credit, then repurchase your preferred size or style or contact us for assistance.
Are sale items returnable?
Online Purchases for Sale Items may be returned for an exchange or a store Gift Card. Please note no refunds will be offered for change of mind returns on sale items.
Products & Stock
Do you restock sold-out items?
Many pieces are limited edition (100–150 per style) — once sold out, they won’t be restocked.
Sign up for our Style Lab newsletter to get early access to new arrivals or for notifications about restocking.
Where are your garments designed?
All pieces are proudly designed in Geelong, Victoria by our in-house team.
How should I care for my garments?
Care instructions are included on each product page and garment tag — always cold wash and dry flat for longevity.
Accounts & Contact
Do I need an account to shop?
No, you can check out as a guest — but we are working on a new customer account setup for easier returns (stay tuned).
How can I contact you?
Email us at online@thelaboratory.com.au or use our Contact page. Our friendly team is available Monday–Friday, 9 am–5 pm (AEST).
Do you have physical stores?
Yes! We have nine boutiques across Victoria — visit our Store Locator for details.
The Style Lab Mailing List
What is “The Style Lab”?
Our exclusive mailing list — sign up for first access to new collections, styling tips, and VIP offers.
How do I unsubscribe?
Click Unsubscribe at the bottom of any email — or email us directly and we’ll handle it for you.
Get in touch
Have questions about your order, or a general enquiry?