Customer Care

Our customer care team is dedicated to providing you with the complete Adrift experience. For style advice, customer care, or any other enquiries get in touch by phone, email or talk to us online via live chat.

General FAQ's

Order

We're terribly sorry that you have received the wrong item. If you can please contact our customer care team with your order number, they will happily send you the correct item with a prepaid postage label to return the incorrect item.

We're terribly sorry if you have received a faulty garment. All of our items are individually quality-checked, however, if you have received a product with a manufacturing fault, please send it back to our customer care team for assessment. Once we have reviewed the item we will happily offer a replacement, repair or refund depending on your preference.

If you have received your order but an item is missing, please double check that the item is not on pre-order. To do this you simply need to check the description of the item on our website. If it is not a pre-order item please call our customer care team and they will organise an immediate dispatch of your item.

We love offering prints and styles that are exclusive and limited edition. This means that we often don't restock these seasonal items, however our Adrift Basics Collection is constantly being restocked all year round. If you would like to be notified when a style is back in stock, please click the ‘Back in Stock’ notification underneath the ‘Add to Cart’ button. Simply enter your size and email address and we will email you when we have restocked. Then be ready to shop away to make it yours!

We pride ourselves on offering beautiful, well fitting clothing. If you are after a more information on sizing, you can find individual garment measurements on each of our product pages. If you require further information on standard measurements & measurements tips, visit our standard size guide. If you are still unsure about sizing information please contact our customer care team and they will happily provide a suggestion based on your information.

Pre-Orders

The dispatch date will be displayed on the product image as a little badge. We also have a disclaimer date in the product page.

It is unlikely the dispatch date will change. However, we will notify you by email as soon as possible.

We suggest ordering your pre-order items separately as we may wait for their arrival before dispatching your full order.

You will have 30 days from fulfillment to make a return through our return portal.

My account

To create an account or log into your exsisting Adrift account, you will simply need an email address and a personally curated password. In the top right hand corner of the website, click on the 'person' icon and then click 'Log In' or 'Create Account' and follow the prompts. If you are having difficulties with accessing your account, please feel free to call our customer care team who will happily assist you with the process.

After logging into your account, navigate to your 'My Account' page. This may load automatically or you can click on the 'person' icon in the top right hand corner of the website and select 'My Account' from the drop down menu. This will load your order history. To see an order in more detail simply click on the order number.

You are able to 'edit' your account details at anytime if you need to change your personal information. If you have already ordered your items and wish to change the address after purchase, depending on the time-frame, we may be able to change the address and redirect to the address you would prefer. Otherwise your order will be shipped to the address we have received at time of purchase.

We are sorry to hear that you would no longer like to receive our Adrift emails. To unsubscribe from our mailing list you just need to click 'unsubscribe' on the bottom of your most recent email and follow the prompts.

Loyalty Rewards Points

No, your rewards points cannot be used in conjunction with promotional sales or discount codes.

To get to SOULMATE level, you are required to spend a minimum of $1,200 with Adrift.

We will always email your rewards voucher to you! Make sure to either screenshot or star this email to use on your next purchase

Your points voucher will be sent to you via email, but if you want your redeemed points put back onto your account - please email us on queries@adrift.net.au, and our lovely customer service team will help you out with this!

Yes, our minimum spend is $70.00 when applying your rewards points.

No, your rewards points cannot be used in conjunction with promotional sales or discount codes.

You can redeem 3,000 points per transaction, which is $30!

Your voucher will be sent to you via Email.

Returns & Refunds

Please head to our Returns Options to lodge your return, if you are unsure if your item/s are eligble, please check our returns policy here.

All items are to be returned to the following address:

PO Box 3413,
South Brisbane,
QLD, Australia, 4101

Please note it can take up to two weeks from the date you post your items for your refund/exchange to be processed.

If you have purchased your item at full price and have returned the product within 14 days of receipt of purchase, you are eligible for a full refund. Unfortunately, all sales are final for sale products, products purchased with a store credit or gift card and exchanges. If your item has a manufacturing fault we will offer a refund after the fault has been assessed.

You can read Adrift's returns policy here.

Please allow shipping and processing time for your return. You will receive a notification when your refund has been processed. All returns are processed via our returns portal. If you have any further questions on your return, we suggest calling our Customer Care team who will happily update you on the status of your return. Please note that refunds may take 2-3 business days to show in your account.

Please allow shipping and processing time for your refund. You will receive a notification when your refund has been processed. All returns are processed via our returns portal. If you have any further questions on your refund, we suggest calling our Customer Care team who will happily update you on the status of your return. Please note that refunds may take 2-3 business days to show in your account.

Shipping & Delivery

We know you are super excited to receive your Adrift items! If it has been outside the advised shipping time-frame, please double check the tracking information sent to your email address. If the parcel is still in transit it means it is still on its way to you but may have been diverted which, unfortunately, can happen at times. If the information indicates that the parcel has been delivered, please visit your local Australia Post shop with your tracking number and a form of identification in hand to lodge an inquiry.

If you have not received a shipping notification please double check that the item is not on pre-order. To do this you simply need to check the description of the item on our website. If it is not on pre-order please call our customer care team and be ready to quote your order number.

Within Australia, Express Delivery orders can take between 1-3 business days.

Yes we offer international shipping. The postage costs are different for each country. If you live in New Zealand, we offer standard delivery at a flat rate of AUD $15 with full tracking. To the USA and Canada we offer standard delivery at a flat rate of AUD $20 with full tracking. To the UK we offer standard delivery at a flat rate of AUD $25 with full tracking. For all other countries your postage costs will be calculated at the checkout.

Click & Collect

Click & Collect allows you to order online and pick up from our Adrift HQ, in Brisbane.

Please allow 24 hours after purchasing for your order to be ready. You will receive a pick up notification once it is all ready to go!

Your order will be fulfilled from our Adrift HQ. Located within Woolloongabba, Brisbane. Once you receive your pick up confirmation email, our HQ address, along as a map to the location will be provided.

Once you have chosen your new outfit, proceed to the checkout and follow the next steps.

1. At checkout, within Delivery Method, select "Pick up"

2. Your pick up location with automatically select Adrift HQ.

3. Select "Continue to Payment"

4. Continue through our payment portal.

5. Once you have completed your purchase, you will receive an order confirmation.

You will receive a notification via email once your order is ready to be collected!

Your order can be collected from our HQ, Monday to Friday, 10am-3pm! You will be notified when your order is ready.

Same Day Delivery

Please note same day delivery is only available in Brisbane.

We have partnered with Render to offer Brisbane based customers a same day, fast and easy courier service.

You can chose from either a 3 hour delivery service or a same day delivery before 5pm. Your order must be placed by 11:00 AM on the day of delivery, once you have entered your shipping details, the option will pop up.

Our 3hr delivery service will be available up to 20km from our Brisbane Warehouse. To be eligible for this service, all you need to do is enter your Brisbane address & once your shipping options show up, select 3hr Delivery Service.

You will be notified via Text message when your order has been picked up, on it's way & delivered!

Please note, you are required to order before 11:00AM to receive same day delivery. This option is only available for Brisbane based customers.

Our Same Day delivery service is available up to 50km from our Brisbane Warehouse. To be eligible for this service, all you need to do is enter your Brisbane address & once your shipping options show up, select Same Day Delivery. Your order will make it to you by 5:00PM that day!

You will be notified via Text message when your order has been picked up, on it's way & delivered!

Please note, you are required to order before 11:00AM to receive same day delivery. This option is only available for Brisbane based customers.

Your order will be delivered the next day, by 5:00PM!

Our same day delivery, before 5:00PM, costs a flat rate of $30.00.

Our 3hr delivery service costs $20.00 for addresses within a 0-10km radius & $30.00 for addresses within a 10-20km radius.

To be eligible for our same day delivery service, you must order before 11:00AM that day.

In a rare situation that your order may be delayed and it is after operating hours, please contact the helpful Rendr customer care support team. Details below:

Email: support@rendr.delivery

Phone: 1300 697 363

During operating hours, you can give our friendly customer service team a call!

Payment

We offer Afterpay on our website which enables you to shop now and pay later. Afterpay allows you to pay off your items in affordable installments. Select the Afterpay option at the checkout and log in to your Afterpay account or create an account if you don't already have one. Please note that we do not have access to your Afterpay information and we cannot alter your payment installments or schedule.

We offer Klarna on our website. For more info, please visit our Klarna FAQ page

If you have received a gift card or store credit, there will be a code attached to your email that will look something like '836c9feee9cf99de'. All you need to do is use this code when you are at the checkout. You will be asked if you have a gift card to use and then you will simply copy the code across into that spot. The gift card/store credit will then be deducted off your total.

Refundid

Refundid lets you access your refund instantly, before you've even sent back your return, at zero cost.

If you want to access your refund instantly, all you have to do is set up a Refundid account and follow this 3 simple step process.

No! Refundid is 100% free for the customer requesting a refund. That means there's no subscription fees, no set up costs, no transaction fees, none.

The only time you will ever be charged is is when we've identified misconduct. This misconduct is extremely rare. If you believe you will likely suffer from misconduct fees, we recommend you don't use Refundid. Find out more about our misconduct fees here.

Head to our returns portal and start your return with Refundid.

You will be directed to our Refundid portal, enter your order number and relevant email address. Please note you will only proceed to the next step if your order is elligible for an instant refund.

Follow the prompts within the Refundid.

Download your returns label and send back your items within 10 days.