FAQ
Check out our answers to the most common questions about products, orders, shipments, and payments.
Shipping & delivery
We understand the anticipation of receiving your order, and we apologise for any delays you may have experienced. If you place an order on a Friday afternoon or over the weekend, it will be sent out on the next business day. We are closed on public holidays, so please take this into account when placing an order.
We are working diligently to dispatch your order as quickly as possible! While our standard aim is to have orders dispatched within 3 days from purchase, please note that during peak sale periods, there may be a delay of up to 7 days beyond our normal dispatch times.
Although we work very hard to avoid discrepancies in our inventory, occasionally we are unable to dispatch your order due to out of stock products.
In the event that we are unable to dispatch your order, we will notify you promptly. You'll have the flexibility to choose a resolution that suits you best, be it a refund, a credit note, or a replacement item of equal value. If you opt for a replacement, please share details such as your preferred item, colour, and size. While availability may vary, we're committed to accommodating your preferences.
If we have contacted you regarding an undispatched item, please make sure to reply to our email and let us know your preferred resolution.
Delivery Times and Australia Post:
We recognise that delivery times, particularly with Australia Post, can vary. If you're facing prolonged delivery times or your order tracking remains stuck on 'Processing,' we recommend contacting Australia Post. This will ensure a quick resolution. You can contact Australia Post here.
Please be aware that Australia Post investigations generally take 5-10 business days to resolve.
We are so sorry if you have not received your entire shipment! This occasionally happens for a couple of reasons. Firstly, it could be due to an out of stock item. If this is the case, please make sure to check your spam folder as we will ALWAYS contact you about this matter. Another reason is it may be coming in a separate parcel, we aim to send orders in one shipment, sometimes this is not possible.
You can verify if the missing item is supposed to be in the received shipment by checking your dispatch notification email.
If the missing item is supposed to be in the shipment you've received, please contact us as soon as possible, so we can swiftly resolve this for you.
If you have received a dispatch notification from bigwhitepowderden and are yet to received your parcel, we apologise for any delay. This may be due to a hold up with in our third-party shipping partners.
Below are the estimated delivery times for our shipment methods after dispatch:
- Standard Post: Generally takes between 2 to 8 business days.
- Express Post: Typically arrives within 1 to 4 business days.
- DHL International: Delivery times vary based on the destination country, usually ranging from 6 to 27 business days.
Please note that these estimated times may vary based on your location. Our parcels are sent from Lahti, Finland. So if you are located in South Australia or Western Australia, please allow a little more time to receive your online order.
The best way to see the status of your delivery is to track your parcel using the tracking number provided in the dispatch email we sent you.
Parcel Tracking:
If your parcel is outside the estimated delivery times for your type of shipment, we recommend contacting Australia Post for the quickest resolution. You can contact Australia Post here. Please be aware that Australia Post investigations generally take 5-10 business days to resolve.
If your Australia Post tracking shows your parcel as Delivered, but you can't find it on your premises, we recommend contacting your local Australia Post Facility. They may be holding it for you. If the tracking shows Delivered - left in a safe location, your parcel was delivered via Australia Post Safe Drop. The postal driver would have taken a photo as evidence of where the parcel was left. If you can't find the parcel, please contact Australia Post as they can provide you with this photo.You are always welcome to contact bigwhitepowderden to help find your parcel. Please send us an email with the details.
If you haven't received a dispatch notification from bigwhitepowderden, our team might still be preparing your order. Dispatch times typically range from 1-3 business days after placing your order, extending to 7-10 business days during sales periods. We're working hard to get your order to you as fast as possible. Rest assured, if you haven't received a dispatch notification after 14 days, we will reach out to you. We haven't forgotten about you!
Yes! We certainly do.
New Zealand – We have a €15.00 flat rate delivery fee for customers in New Zealand. We are required to collect 15% NZ GST on all orders under $1000. Shipping to New Zealand can take 7 to 28 days.
For all other countries, we have a flat overseas freight charge of $35. We will not charge you Australian goods and services tax. Our International Postage is sent via Australia Post Pack & Track International and we will email you a tracking number.
Importation to your home country may require you to pay VAT, GST, and / or any related duties and processing fees. Should you need more information on these fees, please inquire directly with your local customs and duties office prior to making your purchase. Importation fees are not covered by bigwhitepowderden shipping policies and are the responsibility of the customer.
We offer Free shipping on orders $99 and over in Australia.
New Zealand – We have a €15.00 flat rate delivery fee for customers in New Zealand. We are required to collect 15% NZ GST on all orders under $1000. Shipping to New Zealand can take 7 to 28 days.
International – We have a flat overseas freight charge of $35. We will not charge you Australian goods and services tax. Our International Postage is sent via Australia Post Pack & Track International and we will email you a tracking number.
Importation to your home country may require you to pay VAT, GST, and / or any related duties and processing fees. Should you need more information on these fees, please inquire directly with your local customs and duties office prior to making your purchase. Importation fees are not covered by bigwhitepowderden shipping polices and are the responsibility of the customer.
Homewares shipping
$10 flat rate for orders under €99.00 across Australia. International shipping and express shipping available.
Purchasing from bigwhitepowderden means you have read and agreed to these terms.
Big Love, Big Life and Happy Shopping!
order issues
If you have accidentally used the wrong shipping address on your order, please contact us as soon as possible to let us know. You can email us - [email protected]
Petäjäkatu 29
Lahti
15950
Finland
or give us a call during business hours on Telephone: (+358)455432524 (Select Option 1). It may not always be possible for us to amend your order details, so please ensure all details provided are full and correct at the time of order placement.
If you have chosen the wrong size and your order has not been dispatched yet, please contact us as soon as possible to let us know. You can email us - [email protected]
Petäjäkatu 29
Lahti
15950
Finland
or give us a call during business hours on Telephone: (+358)455432524 (Select Option 1). It may not always be possible for us to supply your preferred size, so please ensure you select the correct size at the time of order.
If you have chosen the wrong size and already received your order, please click the link below and follow our online returns process to exchange your order. The garments must be unworn with the tags still attached. Please note, we will not refund any items purchased on sale.
http://boomshankar.returnscenter.com
To create a return, you will need the PO number that is located on your packing list sent with your order (please note the PO number is not the sales order number. It is the PO number located just below the sales number on your invoice).
You will also need to ensure your item complies with our return policy.
We are so sorry for the inconvenience caused by receiving the wrong item!
Please inform us about the incorrect item by contacting us [email protected]
Petäjäkatu 29
Lahti
15950
Finland
. Please make sure to include your full name, order number and address in the email with a detailed description of the item you did receive and the item you were meant to receive.
We are more than willing to send a FREE returns label for you to send us the wrong product and of course, we will send your the correct one*, or we can provide a refund or a credit note with a free shipping code.
*All replacements will be dispatched using Australia Post Express Post. Occasionally we may sell out of your preferred product. If this is the case, we will offer you a refund for this item. We do require you to send us the wrong item back.
bigwhitepowderden Online Returns:
Petäjäkatu 29,
Lahti, Finland, 15950
If you believe your item is faulty, you must contact us as soon as possible to describe the fault. We will endeavor to exchange or refund if we deem the item to be faulty. This is governed by Australian consumer law. If we require the goods to be returned for inspection, this must be done within 10 days of contacting us.
Please note that many of the items on this website are handmade and or hand-printed and may have variations in colour and pattern. In some cases, a fit guide has been provided stating if the garment is true to size, oversized, relaxed or straight-fitting. We have stated this clearly in our product descriptions and as such, the fit of a garment, signs of wear, small marks, and inconsistencies are not considered faults on these items.
Haven’t received an email confirming your order, and unsure it has been placed properly? We can check for you! Please visit our contact page to get in touch with us.
If you paid via Visa or Mastercard, can you please include the:
Full name that appears on the card and the last 4 digits of your card number
If you paid with PayPal or AfterPay can you please include:
Email address attached to your account, confirmation email from PayPal/AfterPay of payment.
Issues with Gift Cards
We apologise for the inconvenience you're experiencing with your voucher code.
Can I use my gift voucher online?
Yes! Gift Vouchers are available to use on bigwhitepowderden.com and in-store at our bigwhitepowderden flagship and retail stores.
If issues persist, check the expiration date in your original credit or gift voucher email. Our gift vouchers are valid for 3 years. If your voucher is still valid and you're encountering difficulties, kindly contact us with specific details, including your voucher code, receipt and relevant screenshots.
Please note: Unfortunately, gift vouchers cannot be used on outlet.boomshankar.com
We apologise that the recipient did not receive their gift voucher! Before reaching out to us, please check either your or the intended recipient's promotional or spam folder for an email with the subject line "bigwhitepowderden Gift Voucher," as our emails may occasionally land there. If you've confirmed it was not delivered to the correct inbox, kindly contact our customer support team here. Please provide us with your order number and the intended recipient's email address.
Issue with a Discount
We’re happy to help with any difficulties you may be experiencing when trying to apply a promotion to your order.
Using a discount code:
We apologise if your code is not working! This may be due to the promotion already ending or your order not meeting the terms and conditions. You can find the specific T&Cs in the original email containing the code. If the promotion is still ongoing, and your order aligns with the T&Cs, you can contact us. Provide your code, items you wish to purchase and relevant screenshots, and we'll have a look into this for you.
Please note: You may only use one discount code at a time. This means you will not be able to use a flash promotion code and your Boom Benefits rewards at the same time.
Automatic discount codes:
Many of our advertised promotions do not have codes, they are simply automatically applied at the checkout or are already marked down! Usually, these promotions are already calculated into the item's listed price for your convenience. If a promotion should be applied at checkout, this will be specified in the promotion email you received and the T&Cs of the promotion.
Please note: You may only use one discount code at a time. This means you will not be able to use a flash promotion code and your Boom Benefits rewards at the same time. You may however, use your Boom Benefits rewards code with items that are physically marked down and don’t require a discount code.
Returns
We expect you’ll love your purchases, but if you don’t, we are happy to offer a return for exchange, store credit or refund*. *Items purchased during a sale period or with a flash discount code are eligible for an exchange or store credit only. To be eligible for a return, items must be sent back and received by bigwhitepowderden within 35 days of delivery. Items must be in their original condition with all tags intact, unwashed, and unworn. We cover the cost of postage on returns only if the item is faulty. Returns due to dissatisfaction or a change of heart will incur a $10 Australia Post returns label fee.
If your return meets the above criteria, please submit a return request through our portal here.
You must return goods to bigwhitepowderden within 35 days of receiving your item(s).
Full-Priced Items:
These items can be returned for an online credit (valid for 3 years), an exchange if the product is available (return postage will be charged at $10), or a full refund for the item(s) excluding shipping costs.
Sale & Promotional Items:
This includes flash sale styles, which can be returned for an online credit (valid for 3 years) or an exchange if the product is available (return postage will be charged at $10). Products purchased during a sale period are not valid for a refund.
Final Sale / Non-Refundable Products:
We do not offer returns/refunds/online credit on any items marked FINAL SALE which is reflected in the dramatically reduced prices of these items. If you're returning these products due to a change of mind or if they don't meet the ACL criteria, they'll be sent back to the sender at the marked address or the details from the original purchase order if unmarked. We can't be held liable for any loss or delay in return-to-sender parcels. All Final Sale / Non-Returnable products will be clearly marked on the product page and at checkout.
Please make sure you have submitted a returns request before sending us your return. Once your returns request has been approved, please send your item to:
bigwhitepowderden Pty Ltd. Petäjäkatu 29, Lahti, Finland, 15950
other faq's
Your privacy is critically important to us. We don’t ask for personal information unless we truly need it. We don’t share your personal information with anyone except to comply with the law, develop our products or protect our rights. Please read our full privacy policy here.
Oh hi there! Looking for a discount?
We love to reward our customers. Currently, there are currently 4 active promotions. Click here to learn more.