STILL NEED HELP?
Use the Chat Link below, or email: hello@thisissmile.com
Support Hours
Mon - Fri: 8:00am - 3:30pm AEST
Shipping
When will my order be dispatched?
All orders are dispatched within 1 business day.
Please allow slightly longer during major sale periods.
How long will delivery take?
Australia
- Standard: 2 - 7 business days
- Express: 1 - 3 business days
All Australian orders are shipped via Australia Post.
New Zealand
- Standard (AusPost): 7 - 14 business days
- Express (DHL): 4 - 8 business days
Delivery times are estimates and may vary depending on location.
Do you ship to PO Boxes?
Yes, we ship to PO Boxes via Australia Post.
Do you require a signature on delivery?
Where possible, we request signature on delivery to safeguard your parcel. Availability depends on the shipping service selected.
What if my parcel is marked as delivered but I haven’t received it?
Once a parcel is marked as delivered, any investigation must be lodged directly with the shipping provider. We’re happy to assist you with the process if needed.
Do you offer warehouse pickup?
Yes. Local customers can select Pick Up In-Store at checkout.
What happens if my parcel is returned to sender?
If a parcel is returned due to an incorrect address or failed delivery attempt, re-shipping fees may apply. If the error was ours, we’ll cover the cost.
Returns
What is the return policy?
We accept returns within 20 days of delivery for store credit only.
Items must be:
- Unworn
- Unwashed
- In original condition
- All tags attached
- Hygiene liners intact (for swim)
Do you offer refunds?
Refunds are only issued if:
- An item is faulty
- An incorrect item was sent
All change-of-mind returns are issued as store credit.
Are sale items returnable?
No. Discounted items are considered Final Sale.
The only exception is the first-purchase $15 welcome offer.
Who covers return shipping?
Customers are responsible for return shipping costs. Approved returns receive 110% store credit.
Do you offer instant exchanges?
We do not offer instant exchanges.
Items must be returned and approved before store credit / exchange is issued.
When will I receive my store credit?
Store credit is issued within 24 hours of your return being approved. Store credit is valid for 12 months.
Lodge a Return
Returns can be managed via our online returns portal.
If you need assistance, email: returns@thisissmile.com
Sizing
How does sizing work?
All swim is sold as separates, allowing you to choose your ideal top and bottom size.
Across swim, active, sleep and apparel - we recommend sticking with usual / the same size across category.
Our pieces are designed to be true to size.
Please view our Sizing Guide here.
Is activewear compressive?
Yes. Our activewear is designed to feel like a firm hug - supportive and sculpting without feeling restrictive.
Do different fabrics fit differently?
No major fit differences. Any specific style notes will be listed on individual product pages.
Do you offer sizing support?
Yes! Chat with us during Australian business hours or email hello@thisissmile.com for personalised fit advice.
Where can I find your size charts?
Each category has its own size guide, which you can find here + linked directly on product pages.
Fabric Care
How should I care for my swimwear?
Our swim is made from 82% recycled polyester and 18% spandex.
To extend the life of your swim:
- Rinse in cold, fresh water immediately after wear
- Hand wash in cold water with mild detergent
- Lay flat or hang in shade to dry
- Do not tumble dry, bleach, iron or dry clean
Avoid applying sunscreen, tanning oils or fake tan directly onto fabric.
Can I wear my swim in chlorine or hot tubs?
Yes, but limit exposure. High chlorine levels and prolonged heat can affect fabric integrity. Always rinse thoroughly after use.
How do I care for activewear?
Our activewear is crafted in Comfort Cloud™ - a premium Nylon / Lycra blend.
Care instructions:
- Cold hand wash preferred
- Mild detergent
- Lay flat to dry
- Do not tumble dry, iron, bleach or dry clean
How do I care for crochet / woven pieces?
Hand wash gently in cold water and lay flat to dry.
How do I care for sleepwear and cotton apparel?
Cold wash with similar colours. Avoid high heat drying to preserve shape and longevity.
Payments
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- PayPal
- Afterpay
- Klarna
- Apple Pay
- Google Pay
Do you offer gift cards?
Yes. Digital Gift Cards are available in:
$100, $200, $300 and $500 values.
Gift cards can be used with promotional codes.
What currency is displayed?
All prices on the AU/NZ website are in AUD and include GST.
Are there any payment surcharges?
No. We cover all standard payment processing fees.
