Latex couture designed and handmade in Australia

FAQ's

Q: How soon after ordering do you send my item/s?

A: Almost all our stock is made to order so usually it only takes around 2 weeks (sometimes less), however it can take up to 6 weeks depending on the amount of orders we currently have.  It's rare that it takes as long as 6 weeks but it does happen on occasion. We always do our best to get your item to you as soon as possible.  If you need your order sooner or by a certain date then we suggest you contact us with the item and date you need it by and we can let you know what the current wait time and do everything we can do accommodate your needs.

Q: How long does it take for me to receive my order?

A:  If you have chosen regular free shipping: Within Australia you should receive your order 1-5 days after it is dispatched.  If you are overseas it may take up to 20 days to receive your order after dispatch.  If you need to receive your order sooner please choose one of the expedited options.  Please note: while we do everything we can to ensure that you receive your order as quickly as possible, we cannot take any responsibility for delays within the postal or shipping systems or any delays that may result from going through international customs.

Q: If I order the wrong size can I exchange it for the correct size?

A:  Yes, as long as the item has not been worn except to try it on.  Underwear must still have the hygiene seal intact with no signs of removal or tampering.  Any damage to the item as the result of care not being taken when trying on the garment or obvious signs of wear will negate the exchange.

Q: What happens if my item is incorrect or faulty?

A: In the unlikely event that your item is different to what you ordered or you receive a faulty item please contact us either via the contact form on this page or directly to info@citizenreign.com with details of your order and what is wrong within 7 days of receiving your order.  We may ask you to send us a photo or two of the fault or incorrect item for our records.  If we are at fault we will happily exchange your item for the correct or non-faulty item or issue you with a store credit at our discretion.  If you are within Australia we will send you a post bag to return the item in.  If you are from overseas we will issue you with a store credit to the value of the postage.

Q. Where can I find your full Refunds and Returns policy?

A. The full policy can be found here.

Q: Can I make changes to my order?

A:  Once you have placed your order and gone through checkout we may not be able to make any changes to your order.  We do try to help if possible however, the sooner you can contact us after you realise that you have ordered the wrong thing or want to add to the order the more likely it is we can fix it for you.

Q: Do you ship internationally?

A: Sure do!  We offer free regular shipping worldwide on orders over $150 and a flat rate of $10 for orders under that amount!  If you need your item sooner, please ask us about one of the Air Mail or Express options.  You can find information on the cost of Air Mail and Express shipping here.

Q: How much is shipping within Australia?

A: We have free regular shipping within Australia on all orders!  If you need your item sooner please select Express Post at checkout for an extra $10.

Q: How much is international shipping?

A: We offer free regular shipping worldwide on orders over $150 and a flat rate of $10 for orders under that amount.  If you need your item sooner, please enquire about one of our Express options. 

Q: What method of payment is accepted?

A:  At the moment we are using Paypal at checkout so you are able to pay via many different credit cards or directly from your Paypal account or from your bank account if you have it set up to do so through your Paypal account.  If you are within Australia and would like to pay via direct bank deposit or via credit card over the phone please contact us at info@citizenreign.com.

Q: What sizes do you carry?

A:  We carry XXS up to XXXL which is equivalent to Australian sizes 6-20 and 4XL-6XL to order as our standard size range.  We are also always happy to make bespoke garments to order.

Q: Is there a size guide?

A:  Sure is!  Our sizing guide can be found here.

Q. How safe is it to shop from your site?

A. We want you to feel safe when you shop with us so we make sure our shopping cart keeps all your credit card and order data encrypted and secure. We use Shopify for our store which is Level 1 PCI compliant and uses 128 bit SSL certificates to keep order details secure.

Q. What is your policy on Privacy?

A.  Your privacy is very important to us so we will never share you information with anyone at anytime.  If you have opted to receive mail and updates from us then you may here from us from time to time but you will always have the option of opting out.  Your personal details will never be disclosed to a third party or sold.  You can read the full privacy disclosure here.

Q. Where can I find your Terms of Service?

A. You can read the full document here.

Q. What is your ABN?

A. 75725281236

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