When will I hear back from customer service?
We aim to respond to all inquiries within 24–48 business hours.
If you reach out on a weekend or public holiday, please allow a little extra time. We’ll get back to you as soon as we’re back online. You’ll also receive an automatic confirmation email once your request is received.
Our team is based in Melbourne, Australia, and observes all Victorian public holidays. During these dates, response times may be slightly delayed.
What is your standard delivery service?
Our standard delivery service within the United States is with UPS, USPS and Fedex. Please note we currently do not have Express Shipping available.
Dispatch & Handling: Up to 5 business Days
Standard Shipping: Range from one to five business days, depending on the destination state.
Will I be charged duties?
No, all U.S. orders are shipped from our U.S. based Warehouse.
How do I return my order?
To return your order, please request a return here.
Once we receive the goods, we will inspect and process them within 2–3 business days. Any refund will be automatically issued to the original payment method.
Please ensure the goods are sent back in their original packaging with all tags attached. Please note all shipping charges for returns 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?
If you do not receive a refund or store credit confirmation email within 5 days of your parcel being marked as 'delivered' to our warehouse, please contact us at info@unrealfur.com.au
Please note your tracking number so we can assist to track your parcel if necessary.
How do I exchange an item?
For all international orders, we are currently unable to process exchanges. Exchanges are only available for Australian customers.
International customers are kindly asked to submit a return within 7 days and select store credit, which can then be used to repurchase your desired item.
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 and Couriers Please). 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?
Taxes and duties will be calculated and displayed at checkout.
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 express post DHL Couriers, 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 collection details.
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.
Can I add items to an existing order?
Unfortunately once you have placed your order it cannot be amended and combined with another order.
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.
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 12:00 noon local time. Deliveries will be made to most addresses by 5:00pm the following day provided they are within the delivery network. Orders placed online after 12:00 noon 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.
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
Can a Gift Voucher be refunded?
Gift vouchers cannot be refunded.
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.
Any discount code applicable at our checkout will NOT be eligible for use on an item that is already on sale.
How do I remove my details from your mailing list?
To remove yourself off 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.auo
What is your returns policy?
We accept returns on full-priced items within 7 days of delivery. Items must be unworn, unwashed, unaltered, and have original tags attached. All returns are quality inspected before a refund is processed. We recommend trying on purchases promptly to ensure they can be returned within the timeframe.
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. Please email info@unrealfur.com.au if you have any questions
How do I return an item to Unreal Fur?
To request a return, please click here.
Once we receive the goods we will inspect and process them as soon as possible.
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?
If you do not receive a refund or store credit confirmation email within 5 days of your parcel being marked as 'delivered' to our warehouse, please contact us at info@unrealfur.com.au
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.
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). We also recommend consulting our size
recommendation tool where you can input specific measurements to find your most suitable size. This tool is found on the product pages.
For any other size-related enquiries, please contact our customer care team via email: info@unrealfur.com.au and we will do our best to assist you.
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 first order voucher?
Please check your junk mail / spam folders. It is an automated email so it can occasionally 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.
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?
Please allow up to 5 business days for your order to be processed. 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 errors can occasionally occur. 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 will refund you for the item. 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?
- Our promotions cannot be combined with any other offer.
- Promotional codes are not valid during Sale periods.
- Loyalty vouchers and Gift vouchers are accepted during Sale periods.
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.
What payment methods does Unreal Fur accept?
We accept the following forms of payment
- Credit card
- PayPal
- Afterpay
- Zip Pay
- Klarna
- Laybuy
Learn 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.