FAQs

I have shopped on your online store in the past, but I am unable to log onto your new website, what should I do?

Our exciting new website has launched, however we were unable to transfer customer details from our existing site due to privacy restrictions. But don’t worry, we still have all of your purchase history and loyalty points safe on file! All you need to do is create an account on our new website using the same information from the previous site. Please contact us at [email protected] or call (03) 9912 2713 if you have any concerns.

Will my purchase history and loyalty points be lost if I create a new account?

No. We still have all of our customer’s loyalty points and purchase history on file as this information has been kept separate from existing customer online accounts.

What are loyalty points and how do I use them online?

Loyalty points are accrued on your customer account when you purchase any full priced item. For every dollar you spend, you will receive 1 loyalty point. For every 500 loyalty points you gain, a $25 voucher will be issued on your account to be used towards your next purchase. Loyalty point notifications are sent via email four times a year. You will be sent a voucher code to use during the checkout process and this amount will be automatically deducted from your shopping total.

Do you offer layby?
 

Unfortunately we do not offer layby online, however we do offer Afterpay. Afterpay is a third-party that allows you to receive your item instantly and make fortnightly payments towards your order.

What is Afterpay and how do I use it?

Afterpay is a third-party company that allows you to receive your order instantly, but pay over four equal fort-nightly instalments. You are required to have an active Afterpay account in order to use this service.  For more information or to apply for an Afterpay account, please click here.

You don’t have my size online, what should I do?

If you can’t find your size online, please contact us and we will try to track one down for you. Contact us on (03) 9912 2713 or email [email protected] and we will do our very best to find your size.

I’d like to exchange or refund my recent online purchase, what do I do?
 

We will happily exchange or refund your items as per our returns policy. If you would like to exchange all or part of an order, please call (03) 9912 2713 or email [email protected] with your exchange preference and we will try to locate it for you. For all refunds, please fill out the returns form enclosed with your purchase and specify that you would like a refund. Place the items, invoice and returns form in the original shipping bag as it can be resealed.  Place the return sticker on the front of the bag and send it back to us at:

5 Harker St
Burwood VIC
Australia, 3125

Please note return shipping costs will be at the customer’s expense.

Where are your retail stores located?

We have a number of stockists in Australia and internationally, and The Ark Clothing Co. stocks our full range. For a list of all stockists, please click here.

How do I become a stockist?

If you are interested in becoming a stockist of Nikel + Sole, please contact our wholesale manager Edwina via email at [email protected]

When will I receive my order?
 

Your order will be shipped from our Burwood warehouse in Victoria within 2-4 business days of us receiving your order. We strive to pack your orders as quickly as possible, but during busy periods and public holidays, it can take slightly longer. Once your parcel has been shipped you will receive a tracking number via email from Australia Post. Standard delivery times for Australia Post can vary depending on your location. Delivery in Victoria is expected within 2-5 business days, and interstate within 3-6 business days.

Do you ship internationally?
 

Yes we do. If your country is not listed, please contact us via email at [email protected] and let us know which country you require shipping for.

Do I need to sign for my delivery?

Yes, signature is required upon delivery. If you are absent during the time of delivery and you wish for Australia Post to leave your parcel on your property, please specify your approval in the notes section at the time of placing your order.

How do I change my shipping details?

Log into your online account and select ‘personal details’ then ‘change details’ in the drop down menu. If you wish to send a parcel to a different address just once, you are able to change the shipping information during checkout. This information won’t be saved to your account.


If you have a question that is not listed here, please contact our customer support team during business hours on (03) 9912 2713 or email [email protected].