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).
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 sometimes 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 firstname.lastname@example.org.
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 email@example.com. 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.
Pre orders & How do I order a pre order?
Pre orders can be taken for popular styles that will be restocked. Please contact firstname.lastname@example.org to ask if your preferred item will be restocked, and to organise payment.
We do not do custom orders.
Can I add items to an existing order?
Unfortunately once you have placed your order it cannot be amended and combined with another order. Please place a separate 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?
We undertake to dispatch your order the same day if the order is placed before 12pm AEST. Orders placed online after 12pm 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.
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 sometimes errors can 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 the item. If you would like to see if the item is coming back in stock please email us at email@example.com.
Can I use more than one discount offer on an order?
Our promotions cannot be used in conjunction with any other offer.
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 firstname.lastname@example.org.
How much is delivery?
We offer express shipping worldwide with DHL Express.
- Orders over $300 USD: Free
- Orders under $300 USD: $35
What is the delivery time?
All orders ship from Melbourne, Australia using DHL Express delivery.
Orders are usually dispatched within one business day.
Estimated delivery timeframes:
- US locations: 2-5 business days
- UK and EU locations: 3-5 business days
- Rest of world: 3-7 business days
You will receive an email with your tracking link once your order is dispatched.
Please note, we are not responsible for the delivery date of your order. We try to give customers an estimated date of arrival, however cannot guarantee a confirmed date of delivery
Has my order been shipped out yet?
Once your order is shipped, you will receive an email with tracking information. 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?
All orders ship from Melbourne, Australia. International orders are sent via DHL Express.
What countries does Unreal Fur ship to?
Unreal Fur delivers to most countries. To inquire about a specific destination or delivery time, please contact email@example.com.
Does Unreal Fur deliver to PO Box addresses?
We do not deliver to PO Boxes outside of Australia.
Does Unreal fur deliver to freight forwarders?
How much duties and taxes will I have to pay?
None in Australia. For international purchases local tax and charges may apply. These will be displayed in the purchase price at checkout if applicable.
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 offer express international shipping with DHL Express.
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 or re-delivery 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.
Is my personal information kept private?
What are cookies?
What is your returns policy?
We accept returns on full priced items within 7 days of delivery, subject to terms and conditions. Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached
Sale items or items purchased during a promo are eligible for exchanges and store credits, unless marked 'final sale'. Refunds will not be accepted on any sale item unless faulty.
Items marked 'final sale' cannot be returned or exchanged. All sales are final.
See our full returns policy here.
Please email firstname.lastname@example.org and our customer service team will advise if we are able to return or exchange your goods.
How do I return an item to Unreal Fur?
Send an email to email@example.com listing your contact details, order number, the item you want to return & whether you would like to exchange/return/credit along with the reason. This must be done within 7 days of the delivery date.
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.
Customers in the US and UK can purchase a return shipping label for $10 / £10. For all other locations, customers are responsible for return shipping. You can
How do I know if you’ve received my returned goods?
We will email you and let you know as soon as our warehouse has processed your returned goods. If you do not receive an email from us within 10 days of posting your parcel back to us, please email us at firstname.lastname@example.org.
We will get back to you as soon as possible. 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.
What payment methods does Unreal Fur accept?
We accept payment by credit card, Paypal, Klarna and e-gift cards. Additional payment methods may be available, depending on your region. All available payment methods will be displayed at checkout.
Click here to learn more about Klarna.
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 email@example.com. Enquiries will usually be answered between 1-2 business days.