returns-exchanges

F.A.Q.

General

Thank you for dropping by. We pride ourselves on our honesty with our customers. Please go to our Privacy Policy regarding your use of personal information and our our Terms & Conditions information page. Our customers are our number one priority. If you have questions or enquiries relating to our policies, don't hesitate to contact our Customer Service Team on live chat or call us on +61 2 4722 4477 during business hours, or you may like to reach out via email at info@debras.com.au after hours.

DeBra's is a 100% Australian company founded by Debra Kinney in 2000. Since its humble beginnings, DeBra's has earned its credibility as a leading fuller busted bra store. We specialise in professional fittings for all body types, and our personalised service is second to none. We understand what our customers want from a bra; we wear them too. Go to the About Us page for more information on who we are, what we do, and why we do it. 

We sure do. After years of remarkable growth in our Penrith (NSW) location, DeBra's announced the opening of its second brick-and-mortar store in April 2021. Located in the heart of Australia's iconic Gold Coast, the QLD store is managed by Debra's daughter, Katie Kinney. Debra continues to oversee the DeBra's family nationally, ensuring our customers have access to the latest fashion at competitive prices. Go to our Store Locator for more information and address details on each store.

We encourage our customers to book an appointment so that we can better prepare and make your experience with DeBra's run smoothly. During your DeBra's fitting experience, our Fitting Consultants will make recommendations based on your needs and desires. While bra fittings can be daunting for many women, you are in expert hands with the DeBra's team. Knowing our customers are walking out with confidence makes our job rewarding! 

Bookings are compulsory for mastectomy and prosthesis fittings as this is a specialised area, and we need to ensure we pair you with one of our trained professionals.

See our In-store Bookings page for more information.

We stock a wide range of quality lingerie, swimwear, sportswear, and maternity bras. From sizes 6-36, A-KK cup. We believe everyone deserves to feel comfortable and confident, and having a fuller bust does not mean you should settle for unfashionable and ill-fitted garments. Everybody deserves to look good and feel good in their skin. If you would like assistance with sizes, we offer In-Store fittings as well as a Virtual Fitting service from the comfort of your own home.

See our Virtual Fitting page for more information, or you may wish to book an In-Store Fitting appointment.

Of course not. We stock a wide range of fashionable lingerie, swimwear, sportswear, and maternity bras for each unique body. From 6-36, A-KK cup. At DeBra's, we believe in the individuality of all our customers. Whether it's your daughter's first fitting or your own, our Fitting Consultants have the experience and knowledge to help. They are trained to listen to you and select the proper shape, size, and style. If you would like assistance with sizing, we offer In-Store fittings or you may wish to take advantage of DeBra's Virtual Fitting service from the comfort of your own home.

See our Virtual Fitting page for more information, or you may wish to book an In-Store Fitting appointment.

We stock a wide range of quality lingerie, swimwear, sportswear, and maternity bras in our NSW and QLD stores. From sizes 6-36, A-K cup. While we strive to make all our stock available, it is not always possible to have every size, style, cup, and colour available. In the rare case that your chosen product is unavailable for immediate delivery, our customer service team will contact you within 24 hours. The team will provide you with an alternative solution or a full refund. If you choose to proceed with your original order, the waiting time between when you placed your order and when you received your order is generally between 7-14 days.

Gift Vouchers

Certainly! If you wish to maintain the element of surprise, you can create an account using your email address to monitor the shipment. Provide the recipient's address details for delivery, and we'll keep you informed with order confirmation, tracking, and delivery updates via email. The parcel will then be sent to your specified delivery address.

Choosing lingerie for someone else can be challenging. To cater to your preferences and accommodate the location of your special someone, DeBra’s offers the choice of purchasing either an in-store gift card or an E-Voucher. Explore our Gift Voucher options to find the perfect fit for your needs.

In-Store Gift Card:

Experience personalised attention for your loved one when they visit our store. Our skilled Fitting Consultants understand that every body type is unique, and they'll take the time to ensure your loved one looks and feels amazing. Your In-Store Gift Card will be dispatched via Australia Post within one to two days of purchase, either to you or directly to your loved one. Please be aware that In-Store gift cards are valid for redemption only in our physical stores and cannot be used online.

If your loved one is pressed for time or unable to visit our physical stores, we provide a convenient, private, and personalised virtual fitting service from their home. Explore our Virtual Fitting information page to discover the simplicity with which we’ve made this service available to our customers.


E-Voucher:

Enjoy instant convenience with our online E-Voucher. Choose the desired value for your purchase, and you'll be prompted to designate it as a gift or for yourself. If it's a gift, you can enter the recipient's name and your name and even include a special message. Furthermore, you have the flexibility to receive the E-Voucher in your email, or you can opt to have it sent directly to that special someone.

If your loved one is uncertain about style and sizing, we're here to assist them in their selection process by providing a complimentary and convenient fitting consultation from the comfort of their home. Check out our Virtual Fitting information page to learn about the ease with which we've made this service accessible to our customers.

Upon completing your In-Store Gift Card purchase, you will receive an envelope containing a DeBra’s Gift Card corresponding to the value of your purchase, along with a customisable special message card. In-Store Gift Cards cannot be redeemed for cash or online purchases. These are valid in-store only.

Alternatively, if you opt for an E-Voucher instead of a physical Gift Card during the purchase process, we will send you an E-Voucher via email, complete with a unique code. When ordering your E-Voucher, we will prompt you to purchase it as a gift or for yourself. If it's a gift, you can enter the recipient's name and who it is from and even include a special message. Furthermore, you have the flexibility to receive the E-Voucher in your email, or you can opt to have it sent directly to that special someone. E-Vouchers cannot be redeemed for cash and are valid solely towards the purchase of products at www.debras.com.au. They cannot be redeemed for in-store purchases.

No, the postage for all our In-Store Gift Cards is complimentary. You won't incur any postage charges to receive your Gift Card from DeBra’s—it's our gift to you. 😊

Our In-Store Gift Cards and E-Vouchers are valid for three (3) years from the date of purchase, providing ample time for you or your loved one to enjoy the experience that tens of thousands of women savour each year.

If you are the holder of an In-Store Gift Card and are not close to one of our stores or the receiver of an E-Voucher and seek fitting advice, take advantage of our personalised virtual fitting service from the comfort of your home. Explore our complimentary Virtual Fittings information page to discover the simplicity we've incorporated for our customers.

Mastectomy & Prosthesis

DeBra's has several Fitting Consultants that specialise in mastectomy and prosthesis fittings. They have helped many ladies feel good about themselves in difficult times. If you have had a mastectomy, we encourage you to book a convenient time to visit our Penrith store for a one-on-one consultation. We stock a wide range of prostheses and mastectomy bras to help you on your way to enjoying life.

Book an appointment with one of our trained Specialists now
Book now.

For all mastectomy fittings, we allocate a Fitting Consultant specialising in this field with a longer time than the standard appointment time. Please select the mastectomy option when making your appointment.

Yes, we stock and specialise in prosthesis fittings at our Penrith store. DeBra's is much more than a bra shop, and we are proud to say we have helped thousands of women on their way to recovery. With a range of prosthesis styles and sizes available at our Penrith store, we offer one-on-one consultations with a specialised Fitting Consultant. You are not alone; we are here to help.

Book an appointment with one of our trained Specialists now
Book now

For all Prostheses fittings, we allocate a Fitting Consultant specialising in this field with a longer time than the standard appointment time. Please select the "mastectomy" option when making your appointment.

Yes, all mastectomy and prosthesis fittings must be booked in advance. We want to make sure you get the best advice possible by ensuring we connect you with one of our mastectomy and prosthesis specialists. They have had years of extensive training, experience, and knowledge in this area to help you.

Book an appointment with one of our trained Specialists now
Book now

For all Mastectomy and Prostheses fittings, we allocate a Fitting Consultant specialising in this field with a longer time than the standard appointment time. Please select the "mastectomy" option when making your appointment.

We would be lying if we said they were not. Prosthesis products can range from $160 to $450, depending on factors such as brand, style, partial or complete. If you have had a mastectomy, you may be eligible for a Medicare rebate of up to $400 per breast, and the rebate can be up to $800 for a double mastectomy every two years.

Upon payment of your prosthesis purchase, DeBra's will provide you with a Medicare Claim Form for you to take to Medicare to assess your rebate (if eligible). For more information on Medicare's rebate criteria, you may wish to go to  https://www.servicesaustralia.gov.au/individuals/services/medicare/external-breast-prostheses-reimbursement-program/how-claim or contact Medicare to discuss your individual needs.

We provide general information, and it is up to the individual to make enquiries before purchasing.

If you have had a mastectomy, you may be eligible for a Medicare rebate of up to $400 per breast, and this can be up to an $800 rebate for a double mastectomy every two years.

Upon payment of your prosthesis purchase, DeBra's will provide you with a Medicare Claim Form for you to take to Medicare to assess your eligibility. For more information on Medicare's rebate criteria, you may go to  https://www.servicesaustralia.gov.au/individuals/services/medicare/external-breast-prostheses-reimbursement-program/how-claim or contact Medicare to discuss your individual needs.

We provide general information, and it is up to the individual to make enquiries before purchasing.

Online Payments

Here at DeBra's, we take your privacy and security very seriously. Your information is stored securely, and DeBra's uses high-level SSL encryption technology for all its online transactions. We continually monitor our encryption technology to ensure our customer privacy is protected. Additionally, we do not store your credit card information.

For more information, refer to our full Privacy Policy statement.

We accept the following online payment methods; Visa, MasterCard, American Express, PayPal, Pay in 4, Afterpay, Google Pay (GPay) and Apple Pay.

No. We do not charge our customers credit card fees; we consume all credit card fees when you use an Australian credit card account. Your bank may charge an exchange rate fee for international payments when paying with another currency. If you are unsure of your bank fees for international transactions, check with your bank before making your purchase.

Once you enter your payment details, your payment is subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, a message will display in the check-out process to notify you of the decline. Please contact your card issuer for further details of a declined payment.

All prices on debras.com.au are in Australian Dollars (AUD). For this reason, all purchases and refunds are transacted in Australian Dollars. For our international customers, the prices may vary depending on the currency rate fluctuation and conversion rate at the time of purchase. We will always charge in Australian Dollars, and your card issuer will advise you of the exchange rate at the time of sale.

Ordering & Account Information

You do not need to have an account with debras.com.au to place an order. We offer a guest check-out process; however, we will ask you for information such as your order's contact details, email, and delivery address. We will keep you informed throughout the journey of your order to ensure you receive the best customer experience possible.

If you have a few minutes to spare, we recommend creating an account for your future convenience. Your information is securely stored and available only upon successful sign-in to your account. We do not keep credit card details on file, and you can opt out of any marketing communication from us anytime.

Customers who check out using their account can view their purchase history, returns, refunds, order status, tracking, and more.

You sure can. It's your account, and you can customise it as you see fit. Once you log into your account, click on the icon next to your name (top right-hand corner) and click on the 'Account Settings' tab. Doing this will allow you to update your contact details and offer the flexibility of resetting your password, viewing your order history, and much more. Remember to save your changes for these to appear the next time you log in to your account.

Understandably this is something we all need to do from time to time. Once you have an account with debras.com.au, it's easy to manage and keep up to date. To change your delivery address details:

- Log in to your account

- Click on the icon next to your name (top right-hand corner

- Click on the 'Addresses' tab. Here you can manage your address or add a 2nd or 3rd address for delivery convenience.

- Remember to save your changes for the updates to appear the next time you check out.

We do not offer Click & Collect service online. However, if you would like to order one or more of our products that are available online and pick them up from one of our stores, you can do so by contacting our customer service team on live chat or +61 2 4722 4477 during business hours. If after hours, reach out via email at info@debras.com.au, and we will respond as soon as possible.

Your order will progress to the next stage once you complete and pay for your order, but don't worry if you want to change your order after check-out; we are here to help. During business hours, your first point of contact is our Customer Service Team at +61 2 4722 4477 or contact us on 'live chat.' If it is out of business hours, you can email info@debras.com.au with your order number followed by the word 'ERROR' with a brief explanation of your order changes. Our customer service team will do their best to sort it out for you.

If your order has already progressed to the shipment stage, changing it will not be possible. But don't worry; you can quickly return and exchange your products once you receive them. Refer to our Refunds & Exchanges policy for detailed information on how to return or exchange a product.

Online Refunds & Exchanges

Of course, we are happy to refund or exchange any orders placed online. Purchasing lingerie online is not always easy. We are not satisfied until our customers are happy. We want you to feel comfortable and pleased with your purchase. If your garment is the incorrect size or you simply do not like the style of your purchase, our Fitting Consultants are here to help you make the correct choice for your body and lifestyle. If you would like more information on how to apply for a Refund or an Exchange for an online purchase, please go to Returns & Exchanges.

For our time poor customers or those customers that simply want some advice on their purchase, we offer a personalised virtual fitting service from the comfort of your own home. Refer to our Virtual Fitting information page to find out how easy it is. If you like what you see, you can make a booking for a convenient time using our online Virtual Fitting Bookings calendar.

Yes, you can exchange or return items in-store. We would be happy to help you with an exchange or refund in-store. In fact, we offer a free in-store fitting service for all our customers. We have two locations where you can return or exchange your order. See our Store Locator information tab for location details.

For additional information including online returns, please go to Returns & Exchanges policy. For our time-poor customers or those not located near one of our stores and who would like some fitting advice, we offer a personalised virtual fitting service from the comfort of your own home. Refer to our Virtual Fitting information page to find out how easy it is. If you like what you see, you can make a booking for a convenient time using our online Virtual Fitting Booking calendar.

Tracking

If you have previously registered with us, you can log-in to your account and track the progress of your order. New customers will have the option to check out as a guest or create an account.

If you opt to check out as a Guest, you will receive a confirmation email upon receipt of your order. We will notify you via email once your order is dispatched. At this time, we will provide you with your carrier details and tracking number. You can then track the journey of your order using this number.

If you are an account holder, you will receive an order confirmation email upon receipt of your order. We will notify you when your order is dispatched and provide you with your carrier details and tracking number. As an account holder, you can log into your account at any time to view the status of your current order as well as see your purchase history, refunds, exchanges, and other transaction history relating to your account.

Once your order has been prepared and ready for shipment you will receive a notification email from DeBra’s to confirm your carrier details and your order tracking number. If you checked out using your DeBra’s login, this information can also be accessed via your account portal on www.debras.com.au

If you have purchased more than one item, these may be shipped from our different warehouse locations, and you will receive a separate email with individual tracking numbers for each shipment. Each email will indicate the product/s contained in your package.

Shipping

We currently have shipping readily available to Australian and International customers. Our shipping fees may vary from country to country depending on the journey; however, we heavily subsidise our international shipments to ensure we remain competitive.

A signature is required for the security of your order. However, you do have the option to leave a message authorising the driver to leave your parcel in a safe place. Please note that if you choose this option, the risks associated with the delivery of your order is transferred to the purchaser, and we do not take liability for lost items.

As an account holder of www.debras.com.au you have the option of adding additional delivery addresses to your address book. You can nominate your work address, home address, or another if you are on holidays. If you're unavailable to receive your package at home, the carrier will email you with information on the nearest Australia Post location where your parcel has been redirected, along with the attempted delivery time. Remember to retrieve your package within five (5) business days from the initial delivery attempt.

Suppose you are not home to receive your parcel. If you're unavailable to receive your package at home, the carrier will email you with information on the nearest Australia Post location where your parcel has been redirected, along with the attempted delivery time. Remember to retrieve your package within five (5) business days from the initial delivery attempt.

At the time of checkout, you can nominate to have your order left unattended by providing instructions where the carrier can leave your parcel. Please note that if you choose this option, the risks associated with the delivery of your order is transferred to the purchaser, and we do not take liability for lost items.

For orders $99 and over, standard delivery within Australia is complimentary. For more detailed information on our National and International shipping costs, please refer to our Delivery & Shipping information page.

Virtual Fittings

We understand that everyday life can sometimes get in the way of your comfort. Therefore, DeBra's Virtual Fitting experience is specially designed for customers who are time-poor, not located near one of our stores, or prefer to shop online. When you book a virtual fitting, you’ll get a personalised fitting experience with one of our expert Fitting Consultants - all from the privacy of your own home. Check out our Virtual Fittings page for detailed information.

No. We treat our virtual fitting customers the same as we treat our in-store customers. Both are complimentary and part of the DeBra's experience. If you are happy to proceed with our recommendations and make a purchase, you will be charged the price of the garment/s you have selected. We can either post these items to you or arrange for you to pick them up from one of our stores. Postage and handling are complimentary for orders valued at $99 or over and delivered within Australia.

We aim to give you a similar experience with our Virtual Fittings as we would if you came into one of our stores. We want to make this an enjoyable experience, and for this reason, we have kept it simple, secure, and private. For more information, check out our Virtual Fittings page. Once you embrace the technology, you will love it 😊

Step 1

Use our Virtual Fitting Make a Booking page to secure your preferred date and time for your virtual bra fitting. Once you book your appointment, we will send you a meeting invite with a secure meeting link to your registered email address. You can confirm your Virtual Fitting by accepting the meeting invitation.

Step 2

At the time of your appointment, click the private link in the email we sent to you, and one of our specialised Fitting Consultants will join the meeting link to greet you. The virtual fitting will occur just like it would if you were in one of our stores, with our Fitting Consultant connecting with you from one of our private fitting rooms.

Step 3

Our Fitting Consultants are highly trained, and they fit by the eye, meaning we do not use measurements such as a tape measure throughout your fitting consultation. So, no need to panic if you do not know your measurements.

Step 4

We will ask you some questions and we ask to see how one of your current bras currently fits so that we can assess your size and find your breasts a new best friend.

Step 5

Once we establish the best size and style for your lifestyle, we will share our screen with you and work with you and suggest the styles and sizes that will suit you best. Talking through the various options with you as we would if you were in our store.

Upon your selection we can arrange for your new lingerie to be posted out to you and we offer complimentary shipping on orders over $99 within Australia

Find the best suitable time and lock it in today! BOOK NOW

Good question and the answer is no; you do not need to know your measurements to have a Virtual Fitting with DeBra’s. Our expert Fitting Consultants are knowledgeable about products, styles, and what works for each body - because we understand not every body is the same. Our highly trained Fitting Consultant will assess you by eye, meaning no tape measures are used throughout your virtual fitting consultation. In fact, we don't use measurements for in-store fittings either. Our Fitting Consultants are the best at what they do and look forward to sharing their many years of experience with you. For more information, visit our Virtual Fittings page.

No, you do not need to take all your clothes off to have a Virtual Fitting with DeBra’s. We recommend you wear a bra that you feel the most comfortable in beneath your top to assist our Fitting Consultants. She will ask you some questions and ask to see how one of your current bras fits so they can assess your shape, size and fit. You will not be asked to take your bra off. For more information, visit our Virtual Fittings page.

Yes, of course. We understand that things unexpectedly come up, and you may not be able to honour your appointment. You can cancel or reschedule your booking using the email we sent to you when you made your booking. There is a cancel and reschedule tab at the bottom of the email to help you navigate the fitting’s availability calendar. Alternatively, you can connect with us on ‘live chat,’ or call our Customer Service team on +61 2 4722 4477 during business hours or send us an email info@debras.com.au outside of business hours.

Yes. We take your privacy very seriously. DeBra’s uses a high-level SSL encryption technology for all its online transactions. The Virtual Fittings connect link we send to you is a private once-off generated link to ensure your privacy is well protected. For more information, refer to our full Privacy Policy statement. If you have any questions or concerns, please call our Customer Service team on +61 2 4722 4477, on ‘live chat’ or send us an email info@debras.com.au and we can help you through any concerns you may have.