FAQ

Please contact our customer support team at hello@eubiofficial.com if your parcel has not arrived after the mentioned estimated shipping time.

Shipping costs are non-refundable if the customer wishes to return the item.

Please see Shipping page for detailed information.

For customers residing in Australia, we take active steps and measures to ensure that your parcel is free from customs and duties upon dispatch. Should your parcel incur any custom fee charges upon delivery, please clear the custom fees and send us a copy of the receipt at hello@eubiofficial.com to get reimbursed. Note that we can only do so with proof of payment (official receipt).

As for customers residing outside of Australia, we cannot guarantee that your parcel will be free from customs and duties as Eubi has no control over these charges as it varies from country to country. We do however, cover custom charges if you've opted for Insured Shipping during checkout. Should your parcel incur any custom fee charges upon delivery, please clear the custom fees and send us a copy of the receipt at hello@eubiofficial.com to get reimbursed. Note that we can only do so with proof of payment (official receipt). 

We do not cover custom charges for uninsured orders. Charges must be paid by the person receiving the parcel.

We do advise getting in touch with your local customs bureau to inquire on current charges so as to not receive an unexpected surprise when the parcel arrives.

Once your parcel has been shipped out, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. However, if you’re facing difficulty tracking your parcel or if you have not received a shipping confirmation email after 3 business days, please get in touch with us at hello@eubiofficial.com.

Please note that shipping times are estimates and actual delivery times may differ. We ship via Australia Post & DHL eCommerce. You can find more details here.

We work very quickly to process all our orders. Please notify our customer support team of any changes to the order as soon as possible preferably within 24 hours via email at hello@eubiofficial.com.

However, sometimes we may have processed and shipped out your order within 24 hours and if that’s the case, we are unable to allow any changes. Please check our size chart carefully before you place an order.

If you wish to cancel your order prior to dispatch, please email us at hello@eubiofficial.com as soon as possible, preferably within 24 hours from the time the order has been placed.

We cannot guarantee that your order will be cancelled upon request as our Fulfillment Team works very quickly in processing all our orders. We aim to fulfill all orders within the NEXT BUSINESS DAY from the time you have placed an order with us.

If your order has been dispatched, we regret to inform you that we are no longer able to cancel the order but you may return the item to us as per our Return & Exchange Policy.

For our return and exchange policy, please visit our Return & Exchange Policy.

Please allow up to 7 working days for us to assess your returned item(s) & process your refund / exchange from the day the parcel arrives at our warehouse.

Please visit our Return & Exchange policy for more information. Any other questions you can send us an email with your name and order number to hello@eubiofficial.com and we will be happy to assist you with your request.

You can put it right back into the envelope or box that your items were originally shipped in. If you couldn’t contain your excitement and tore open that bag, no problem, you can use any bag or box to return your items.

We try to restock our popular items within a few months of release. The best way to find out about re-stock is to sign up for the waitlist for any items you are interested in, or shoot us an email to find out if and when we may be restocking an item.

We are glad that you are interested in our brand, and we understand your concern as the current range for sizing/inseam is quite limited. If you’d like to request for a certain size/inseam, please do reach out to our Customer Support Team at hello@eubiofficial.com so that we can feedback your request to our Product Designers!

Our fit and size guide attached on the product page itself is the best place to figure out what size will work best for you. Need more help? Contact us at hello@eubiofficial.com and we’d be happy to help you get sorted!

We are terribly sorry if this happened, please allow us to resolve this matter as soon as possible by contacting us on hello@eubiofficial.com within 7 days after the product was received.

We encourage cold water washing and hang to dry for all of the garments. For more information, please read the washing care label that is attached in the garments or check on our website’s product specification for care instructions.

Unfortunately we do not have a physical store at the moment, but we have a dedicated team of Customer Support Team that’ll help answers your enquiries ASAP

We do! Kindly reach out to our Customer Support Team at hello@eubiofficial.com and our representative will get in touch with you as soon as possible!

Not to worry! Eubi has an International, Australia, United Kingdom and Europe store, so please ensure that the discount code entered is at the accurate website based on your region. 

USA/International: https://eubiofficial.com/

Australia: https://eubiofficial.com.au/

United Kingdom: https://eubiofficial.co.uk/

Europe: https://eubiofficial.eu/

If the discount code still does not work from your end, do not hesitate to reach out to us at hello@eubiofficial.com!

We accept payments via PayPal, Visa, Mastercard, AMEX credit cards and debit cards.

No, you do not need to have a PayPal account to purchase from us. Simply select 'checkout as guest' once you have selected Paypal as your preferred payment method at the checkout.

Please do not hesitate to contact us at hello@eubiofficial.com.

Our friendly customer care support will get back to you as soon as possible within 24 - 48 hours.