Customer Care
FAQ
01
Orders & payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Afterpay, Zip and Shop Pay. Apple Pay and Google Pay are also available on supported devices, with your options confirmed at checkout.
Can I change or cancel my order?
We dispatch orders within 1–2 business days, so we can’t always make changes. If something’s wrong — like your address — contact us as soon as you can and we’ll do our best.
I didn’t get an order confirmation email.
Please check your junk folder first. If it’s not there, contact our team and we’ll resend it.
How do I use a discount code?
Enter your code in the discount field at checkout and select Apply — your total updates straight away. Checkout accepts one code per order, and codes can’t be added after your order has been placed.
Do you sell gift cards?
Yes — digital e-gift cards are available online, delivered by email and redeemable at checkout.
Can gift cards be refunded?
Gift cards and credit notes cannot be refunded once issued. Where an order paid for using a gift card or credit note is eligible for a refund, a new gift card or credit note will be issued for the refunded amount. If a discount code was applied to your order, your refund is calculated on the amount you paid.
02
Shipping & delivery
How much is shipping?
Express shipping is free on Australian orders over $100. Under $100 it’s a flat $9.95. New Zealand express is $30 and Rest of World express is $50. See Orders & Shipping for full details.
How long will my order take?
Orders are dispatched from Sydney within 1–2 business days. Delivery takes 1–3 business days for Australian metro areas (allow a little longer for regional), 2–5 for New Zealand, and up to 30 business days for Rest of World.
How do I track my order?
Tracking is sent by email the moment your order is dispatched.
An item is missing from my order.
Australian orders sometimes arrive in more than one parcel at no extra charge — check your email for a second tracking number. If an item turns out to be unavailable, we’ll contact you, refund that item and send the rest of your order.
Do you ship internationally?
Yes — to New Zealand and worldwide. International orders may attract duties or taxes on arrival, set by the destination country and payable by the recipient.
03
Online returns & exchanges
What is your returns policy?
We offer a refund, store credit or exchange within 30 days of delivery, on items in new, unworn condition with tags and hygiene stickers attached. Store credit is issued as a Baku online gift card, valid for 3 years. Full details on our Refund Policy page.
How much does it cost to return something?
Returns are free within Australia — your return label is issued through the portal when you lodge. International customers arrange and pay for trackable return shipping.
Are sale items returnable?
Yes. Baku does not exclude sale items as final sale — sale purchases can be returned like anything else.
How do I lodge a return?
Head to our Returns Portal, enter your order number with the email address or postcode from your order, and choose your items and outcome.
Can I exchange for another size?
Yes — exchange for another size, colour or item through the portal. If the new item costs more, the difference is charged; if it costs less, the difference is refunded. Exchanges are subject to stock, and we’ll refund you instead if your item has sold out.
When will I get my refund?
We aim to process your return within 2 business days of it arriving at our warehouse, with the refund going back to your original payment method — allow a few extra days for your bank to post it. Original delivery charges are non-refundable for change of mind.
Can I return an online order in a Baku boutique?
Not at this stage — online purchases can’t be returned in our boutiques. Please lodge them through the Returns Portal instead.
I bought Baku from a stockist — can I return it to you?
Purchases from one of our stockists are covered by that retailer’s returns policy, so please contact the store you bought from.
Do you offer extended Black Friday and Christmas returns?
Yes — orders placed from Black Friday to 24 December can be returned until 31 January.
My item is faulty — what do I do?
We’re sorry — please lodge it through the Returns Portal like any other return. Return postage is covered for faulty items, and we’ll resolve it quickly. Your rights under Australian Consumer Law always apply.
04
Sizing & fit
How do I find my size?
Measure your bust, underbust, waist and hips and check our size guide — and our fit team is always happy to help with a personal recommendation.
What if I’m between sizes?
For a closer, more supportive fit go smaller; for more ease, size up. Still unsure? Our fit team is happy to help.
I don’t know my measurements.
No measuring tape? Measure with a piece of string, mark it, and hold it against a ruler — or contact our team and we’ll help you find your fit.
05
Cup size & bust support
What cup sizes do you cater to?
A through to G cup. Many styles are built for specific cup sizes — filter by cup size while browsing to find yours.
What does D+ cup fit actually mean?
It’s what we’ve specialised in since 1969. Our D+ styles are designed for fuller busts — real lift, support and contouring, not a standard style sized up.
What is Multi Fit?
A one-style-fits-many approach designed to work across a range of busts, typically A to DD — flexibility built in.
Underwire, moulded or removable cups?
- Underwire — a built-in wire sits under the bust, giving the most structure with maximum lift and support.
- Moulded — our moulded cups are stitched in and hold their shape, for contouring and a smooth silhouette.
- Removable — our removable cups are the most flexible. Keep them in for contouring and shaping or take them out for a personalised fit.
Can I mix tops and bottoms in different sizes?
Absolutely — we encourage it. Tops and bottoms are sold separately so you can size each piece to suit you.
06
Product & garment care
How do I care for my swimsuit?
- Rinse in cool water straight after wearing.
- Hand wash gently in cool water with a mild soap — no machine wash, bleach, soaking or dry cleaning.
- Press the water out gently — never wring, twist or iron.
- Dry flat in the shade — no tumble drying, and never in direct sunlight.
- Never leave it wet in a bag or towel.
- Avoid rough surfaces — rocks, pool edges and timber can pill the fabric, so lay a towel down before you sit.
Always follow the care label on your garment. The full routine is in our Product Care Guide.
Will chlorine, sunscreen or oils damage it?
They can. Rinse straight after a pool swim — high levels of chlorine damage swim fabric, and a cold-water rinse neutralises what is left behind. Let sunscreens and tanning oils absorb fully before putting your suit on, and avoid wearing your favourite suit in highly chlorinated pools, spas or saunas. See our full Product Care Guide for further guidance.
07
Stores & stockists
Do you have physical stores?
Yes — 12 boutiques across NSW, Queensland and South Australia. Find your nearest via Our Stores & Stockists.
Can I get fitted in store?
Absolutely. Our in-store team are fit specialists, especially for D+ and fuller-bust styles.
Do you offer Click & Collect?
Not currently — all online orders are delivered. You’re always welcome to shop and be fitted in any of our boutiques.
08
About Baku
Is Baku an Australian brand?
Yes — a proudly Australian-owned, family-run business, founded in 1969 and designed in Australia.
Do you offer wholesale?
We do. For wholesale and stockist enquiries, email customerservice@bakuaustralia.com.au.