I have shopped on your online store in the past, but I am unable to log into your new website, what should I do?

We launched a new website in April 2018 and were unable to transfer customer details from our existing site due to privacy restrictions. But don’t worry, we still have your purchase history and loyalty points on file. All you need to do is create an account on our new website using the same information you used on the previous site. Please contact us at or call (03) 99122713 if you have any questions.

Will my purchase history and loyalty points be lost if I create a new account?

No. We still have our customer’s loyalty points and purchase history on file as this information has been kept separate from customer online accounts.

Do you offer layby?

Unfortunately we do not offer layby online, however we do offer Afterpay. Afterpay is a third-party company that allows you to purchase your item today and make fortnightly payments towards your order. We offer traditional layby in our retail boutiques. Please click here to find your closest boutique.

What is Afterpay and how do I use it?

Afterpay is a third-party company that allows you to receive your order instantly, but pay over four equal fortnightly instalments. You must be over 18, live in Australia and have an active Afterpay account in order to use this service. For more information or to apply for an Afterpay account, please click here.

You don’t have my size online, what should I do?

If you can’t find your size online, please contact us and we will try to track one down for you. Contact us on (03) 9912 2713 or email and we will do our very best to find your size.

I’d like to exchange or refund my recent online purchase, what do I do?

We will happily exchange or refund your items as per our returns policy here. If you would like to exchange all or part of an order, please call (03) 9912 2713 or email with your exchange preference and we will try to locate it for you. For all refunds, please fill out the returns form enclosed with your purchase and specify that you would like a refund.

We offer free return shipping on all Australian orders providing all conditions have been met. Please email with your name and invoice number and you will be emailed a return label. Once you have received your return label please print this off and attach it to your parcel. You can then take the parcel to your nearest post office.

Please allow 10 business days for your account to be credited.

Where are your boutiques located?

We have eight Ark boutiques nationally. To find your nearest store click here.

When will I receive my order?

Your order will be shipped from our Burwood warehouse in Victoria within 2-4 business days of receiving your order. We strive to pack your orders as quickly as possible, but during busy periods and public holidays, it can take slightly longer. Once your parcel has been shipped you will receive a tracking number via email from Australia Post. Standard delivery times for Australia Post can vary depending on your location. Delivery in Victoria is expected within 2-5 business days, and interstate within 3-6 business days.


Our delivery partner Australia Post is working hard to ensure you receive your items as quickly as possible. They have made significant changes to their network to help manage the increased parcel volumes, limited flight availability and social distancing requirements due to COVID-19. For the latest updates on Coronavirus impacts, visit

For deliveries in Australia if you would like your order to arrive in time for Christmas, please ensure your orders are placed by the following dates:
- Standard Delivery: Thursday 10th December 2020
- Express Delivery: Thursday 10th December 2020

For international deliveries please ensure your orders are placed by the following dates:
- USA, Canada, UK, Europe: Monday 16th November 2020
- Most of Asia: Monday 23th November 2020
- New Zealand: Friday 27th November 2020

Do you ship internationally?

Yes we do. If your country is not listed, please contact us via email at and let us know which country you require shipping.

Do I need to sign for my delivery?

Yes, signature is required upon delivery. If you know you will be absent during the time of delivery and you wish for Australia Post to leave your parcel on your property, please specify your approval in the notes section at the time of placing your order.

How do I change my shipping details?

Please log into your online account and select ‘personal details’ then ‘change details’ in the drop down menu. If you wish to send a parcel to a different address just once, you are able to change the shipping information during checkout. This information won’t be saved to your account.

What is a Workshop/Personal Styling Session and how do I attend one?

Our in store Style Workshops present our seasonal collections, and explore how to style them to suit your individual needs. Workshops run all year round in all of our boutiques, and offer different themes at different times. Bookings essential - $25 redeemable booking fee. To see our current workshop offering and to book your place, please click here.

In a one-on-one styling session, our stylists explore a range of options to suit your individual style and shape. Whether you are looking for an outfit for a special occasion or simply want to refine your style, we work with you to create looks that make you feel confident. $25 for a 1.5 hour session - bookings essential. Please email to make a booking or call your nearest store.

What is The Ark Loyalty Rewards Program?

Loyalty rewards are complimentary shopping vouchers that are issued to you when you shop at The Ark in store or online. It’s our way of thanking our customers for supporting Australian made and Ethically Accredited design.

Who is entitled to loyalty rewards?

To be eligible for loyalty rewards, you must sign up to The Ark database in store or online and provide us with your contact details to avoid any confusion with a name only entry.

How do I accrue loyalty rewards?

Loyalty rewards are accrued on your customer account when you purchase any full priced item. For every $500 you spend, a $25 voucher will be issued on your account to be used towards your next purchase.

When do my loyalty rewards expire?

Your loyalty rewards expire 18 months after your last purchase, as per the date shown on your receipt from The Ark.

Can loyalty rewards be used in store or online?

Your loyalty rewards can be used in any of our boutiques or online. To use in store, simply visit one of our boutiques where we will have your reward details available. To use online, log into your existing online account or create a new online account if you haven’t shopped online with us before. Enter your authorisation code at the checkout.

How do I access my authorisation code for loyalty rewards?

During promotional periods, you will be notified via email of an authorisation code to use at the checkout to redeem your loyalty rewards. During non promotional periods, please contact to be advised of your loyalty rewards status. If you have not yet provided us with your email address and would like to receive loyalty reward authorisation codes, please email and request that your email address be added to our database.

What can I spend my loyalty rewards on?

You can use your loyalty rewards on any full price or sale items available in an Ark boutique or The Ark online store. This includes Nikel and Sole.

Can I use all of my loyalty rewards at once?

You can use all of your rewards in one transaction.

If you have a question that is not listed here, please contact our customer support team during business hours on (03) 9912 2713 or email


Can I return items I purchase in the online warehouse sale?

No, unfortunately these items are not able to be returned for refund or exchange so please choose carefully.

Can you take phone orders for online warehouse sale items?

Unfortunately, due to the high volume of customers shopping our online warehouse sale we are unable to take phone orders during this time.

You are welcome to contact us for fit or style information, but to secure items we ask that all orders are placed through our website.

Why do items disappear from my shopping cart?

When items are added to your shopping bag, they will not be reserved for you. Another customer may have already bought the item before you have completed your order at the checkout.

Items are only secured once your payment has been completed.

Unfortunately there is no way to secure items before the payment has been taken.

What happens if the item/s I have purchased are unable to be fulfilled?

If The Ark are unable to fill your order you will receive an email and a refund for the item/items.

What if I receive a faulty item?

Please get in contact with us at

What if the item I purchased doesn’t fit?

We ask that you choose all styles carefully as once they leave our warehouse we are unable to refund or exchange items.

If you need fit advice please contact us before purchasing on (03)9912 2713 or email

How long will my order take to arrive?

We will be working hard to get your orders shipped ASAP. Due to the volume of orders we will experience please allow for 3 business days for your order to be dispatched.

Once your order has been dispatched from our head office you will receive a tracking number from Australia Post. Please allow for delays as Australia Post are experiencing reduced staff in Melbourne.