FAQs
PRODUCT
HOW DO I CHOOSE THE RIGHT SIZE?
For accurate measurements and sizing guidance, please refer to our size guide located right under the size selection on each product page. Our hoodies follow a standard unisex fit, which is based on men’s sizing. For women, we suggest choosing your regular size for a boxier fit or one size down for a standard fit.
HOW DO I WASH MY ITEMS?
To ensure the longevity of your garment, we recommend to machine wash your garment inside out using cold water and similar colours, avoid bleach and tumble drying (line dry in shade instead), and refrain from ironing or dry cleaning. You can find detailed care instructions on the label inside your garment.
I RECEIVED A DEFECTIVE PRODUCT. WHAT DO I DO?
At INFINITY WRLD, we take pride in delivering garments that meet our high quality standards. In the unlikely event that you receive an item that does not meet our standards, we are here to assist. Please email us at info@infinitywrld.com.au with details of the issue, attaching photographs of the defect along with your order number in the subject line, and we will promptly assist you with your concern.
ORDER
WHAT PAYMENT METHODS DO YOU ACCEPT?
To allow for a convenient shopping experience, our accepted payment methods include Visa, Mastercard, American Express, PayPal, Apple Pay, and Afterpay.
CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We understand that errors can occur and that you may need to modify or cancel your order.
Please be aware that we cannot accept cancellations once your order is confirmed. For more information on returns, please visit our Returns and Exchanges Policy page.
If you need to make modifications to your order, please contact us immediately at info@infinitywrld.com.au with your order number in the subject line for assistance and we will do our best to accommodate your request. However, please note that modifications cannot be made once your order has been processed and shipped.
To avoid issues, we recommend reviewing your order details carefully before completing your purchase.
WHERE CAN I FIND MY ORDER CONFIRMATION EMAIL?
After you successfully place an order, we always send a confirmation email with your order number to the email address you provided during checkout. If you have not received an email, please check your spam/ junk folders.
I EMAILED CUSTOMER SUPPORT, WHEN CAN I EXPECT A RESPONSE?
We strive to respond to all customer inquiries as promptly as possible. Typically, you can expect a response from us within 1-2 business days. During busy periods, this may take slightly longer, but rest assured, we are working diligently to address your concerns. Thank you for your patience and understanding.
SHIPPING
HOW MUCH DOES SHIPPING COST?
Shipping costs vary depending on the shipping method selected and the destination country. You can view the shipping costs at checkout before completing your purchase.
For deliveries within Australia, we offer flat-rate shipping fees: Standard shipping is $9.99, and Express shipping is $14.99. We also offer free standard shipping for AUS orders over $200 and free express shipping for AUS orders over $350. If you have any specific questions about shipping fees, feel free to contact us at info@infinitywrld.com.au.
HOW QUICKLY WILL YOU DISPATCH MY ORDER?
We aim to dispatch all orders within 1-2 business days of receiving them. Once your order is dispatched, you will receive a confirmation email with tracking information.
HOW CAN I TRACK MY ORDER?
After your order has been dispatched, a confirmation email will be sent with a tracking number. Click on the tracking link provided and you will be directed to the tracking information on your order.
DO YOU SHIP INTERNATIONALLY?
Yes, we offer international shipping to various countries. To check if we ship to your specific country and to view estimated delivery times, please proceed to checkout and enter your shipping address. Our system will provide you with the available shipping options and estimated delivery times for your location. Additional fees and customs charges may apply.
HOW LONG DOES AUS DELIVERY TAKE?
Standard delivery within Australia typically takes between 2-8 business days, and express shipping takes between 1-4 business days.
HOW LONG DOES INTERNATIONAL DELIVERY TAKE?
For international orders, please proceed to checkout and enter your shipping address. Our system will provide you with the available shipping options and estimated delivery times for your location.
DO I HAVE TO PAY CUSTOMS ON MY ORDER?
If an order is being delivered to an address outside of Australia, you may be subject to import duties, taxes, and customs fees upon receiving your order. These fees are charged by your country's import laws and are not included in the product price or shipping cost, and are the responsibility of the customer. We recommend contacting your local customs office for more information on potential customs charges related to your order.
MY PACKAGE SAYS "DELIVERED" BUT I NEVER RECEIVED IT. WHAT SHOULD I DO?
If your package shows as “delivered" but you have not received it, we recommend checking with neighbours or family members who may have accepted the package on your behalf. If you still cannot locate your package 24 hours after the delivery has occurred, please contact us at info@infinitywrld.com.au with your order number in the subject line.
MY ORDER HASN'T ARRIVED, WHAT SHOULD I DO?
If your order hasn’t arrived within the estimated delivery time, please first check the tracking information provided in your shipping confirmation email to see the current status of your package. If there are any concerns or if the tracking information does not provide clarity, please contact us at info@infinitywrld.com.au with your order number in the subject line.
MY ORDER WAS LOST/STOLEN, WHAT SHOULD I DO?
Please note that we are not responsible or liable for any lost or stolen packages once they have been successfully delivered to the address provided at checkout or been marked as a successful delivery. We advise customers to ensure the accuracy of their shipping address to prevent such occurrences. We are NOT responsible if you input the incorrect delivery address. Misplaced packages are not eligible for refunds. If you encounter any issues or have questions regarding a stolen delivery, please reach out to us at info@infinitywrld.com.au with your order number in the subject line for assistance.
RETURNS & EXCHANGES
DO YOU OFFER RETURNS AND EXCHANGES?
Yes, we offer returns and exchanges within 14 days of receiving your order for store credit or refund on eligible items. Please visit our Returns and Exchanges Policy page for detailed information on eligibility criteria. If you qualify, email us at info@infinitywrld.com.au to begin the return process with your order number and reason for return in the subject line.
WHEN WILL MY RETURN/ EXCHANGE BE PROCESSED?
Once we receive your return package, we will inspect the items to ensure they meet our return eligibility criteria. Typically, returns and exchanges are processed within 10 business days of receipt. You will receive an email notification once your return has been processed and a store credit note or refund will be issued accordingly. If you do not hear from us within the 10 days since your return was delivered to us then please email us at info@infinitywrld.com.au.
ARE RETURNS/ EXCHANGES FREE?
Please note, customers are responsible for covering the shipping costs for returns and exchanges. Shipping charges are non-refundable. In the event of a store credit note or refund, the return shipping fees will be subtracted from your refund amount. Please visit our Returns and Exchanges Policy page for more detailed information.