Frequently Asked Questions

  • General
    General
  • Gift Vouchers
    Gift Vouchers
  • Mastectomy
    Mastectomy & Prosthesis
  • Online Payments
    Online Payments
  • Online Refunds
    Online Refunds & Exchanges
  • Ordering & Account Information
    Ordering & Account Information
  • Shipping
    Shipping
  • Tracking
    Tracking
  • Virtual Fittings
    Virtual Fittings

General

Shopping on Debras.com.au?
Thank you for dropping by. We pride ourselves on our honesty with our customers. Please go to our Privacy Policy regarding the use of personal information provided by you and our Terms & Conditions information page. Our customers are our number one priority. If you have questions or enquiries relating to any of our policies, please get in touch with our Customer Service Team on live chat or on +61 2 4722 4477 during business hours or reach out via email info@debras.com.au after hours.
Is DeBra's an Australian Company?
DeBra's is a 100% Australian company founded by Debra Kinney in the year 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.
Does DeBra's have a store I can visit?
We sure do. After years of remarkable growth in our Penrith (NSW) location, during April 2021 DeBra's announced the opening of its second brick and mortar store. Located in the heart of Australia's iconic Gold Coast, the QLD store is managed by Debra's daughter. Debra continues to oversee the DeBra's family on a national level, ensuring our customers have access to the latest fashion at competitive prices. Go to our Store Locator to find more information and address details for each of our stores.
Do I need to make an appointment to come into your store for a fitting?
No appointment is necessary for general bra fittings. Only mastectomy and prosthesis fittings require an appointment. For a general fitting, pop into one of our stores, and our friendly staff will make recommendations based on your needs and desires. While bra fittings can be a daunting process for many women, you are in expert hands with the DeBra's team. Knowing our customers are walking out with confidence is what makes our job rewarding!
What sizes do you stock?
We stock a wide range of quality lingerie, swimwear, sportswear, and maternity bras. From sizes 6-36, A-K cup. We believe that everyone deserves to feel comfortable and confident. Having a fuller bust does not mean you should settle for unfashionable, ill-fitted, and unsupportive garments. Everybody deserves to look good and feel good in their skin. If you would like assistance with sizes, we offer a Virtual Fitting service from the comfort of your own home. See our Virtual Fittings page for more information.
Do you only stock lingerie for fuller busts?
Of course not. We stock a wide range of fashionable lingerie, swimwear, sportswear, and maternity bras for each unique body. From 6-36, A-K 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 fitters 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 sizes, we offer a Virtual Fitting service from the comfort of your own home. See our Virtual Fittings page for more information.
Do you have all the products you sell online in stock?
We stock a wide range of quality lingerie, swimwear, sportswear, and maternity bras in both our NSW and QLD warehouses. 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 receive your order is generally between 7-14 days.
I had a mastectomy. Can you help?

Our fitters are specialists in mastectomy fittings and have helped many ladies feel good about themselves in difficult times. If you have had a mastectomy, we encourage you to book a time that is convenient for you to come into our Penrith store for a one-on-one consultation with a specialist fitter. We stock a wide range of prostheses and mastectomy bras to help you on your way to enjoying life.

Please contact our Customer Service Team on +61 2 4722 4477 during business hours or reach out via live chat or email info@debras.com.au to make an appointment with one of our specialist fitters.

Do you stock prostheses?

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 fitter. You are not alone; we are here to help.

Please contact our Customer Service Team on live chat or phone +61 2 4722 4477 during business hours or reach out via email info@debras.com.au after hours to make an appointment with one of our specialists’ fitters.

Do I need to make an appointment for a mastectomy or prosthesis fitting?

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.

Please contact our Customer Service Team on live chat or phone +61 2 4722 4477 during business hours or reach out via email info@debras.com.au after hours to make an appointment with one of our specialists’ fitters.

Are prosthesis products expensive?

We would be lying if we said they are not. Prosthesis products can range from $160 - $450, depending on many factors such as brand, style, partial or full. If you have had a mastectomy, you may be eligible for a Medicare rebate of up to $400 per breast. 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.

The information we provide is general and it is up to the individual to make enquiries before purchase.

Am I eligible for a Medicare rebate for a prosthesis?

If you have had a mastectomy, you may be eligible for a Medicare rebate of up to $400 per breast. This can be up to an $800 rebate for a double mastectomy every 2 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 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.

The information we provide is general information, and it is up to the individual to make enquiries before purchase.

Are my details secure with debras.com.au?

Here at DeBra’s we take your privacy and security very seriously. Your information is stored securely, and DeBra’s uses a 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.

What forms of payment do you accept?

We accept the following online payment methods; Visa, MasterCard, American Express, PayPal, and AfterPay.

Do you charge Credit Card fees?

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

Why is my card declined?

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 checkout process to notify you of the decline. Please contact your card issuer for further details of a declined payment.

What currency do you use for international customers?

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 purchase.

Do I have to open an account to make a purchase on debras.com.au?

You do not need to have an account with debra.com.au to place an order. We offer a guest check-out process; however, we will ask you for information such as your contact details, email, and delivery address for your order. 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 to you 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 at any time.

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

Can I change my account details?

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, view your order history, and much more. Remember to save your changes for these to appear next time you log in to your account.

How do I change my delivery details?

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 even add a 2nd or 3rd address for delivery convenience.
  • Remember to save your changes for the updates to appear next time you check out.
Do you offer Click & Collect?

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

Can I make a change to my order after check-out?

Your order will be progressing 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 on +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 for you.

If your order has already progressed to the shipment stage, it will not be possible to change your order. But don’t worry, you can easily 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.

Can I exchange or get a refund on an order I place online?

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 fitters are here to help you make the correct choice for your body. 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.

Can I exchange or return my online purchase in-store?

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 Bookings calendar.

How can I track the progress of my order?

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 upon dispatch of your order. At this time, we will provide you with your carrier details and your order tracking number, and you can track your delivery process 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 upon dispatch of your order and provide you with your carrier details with your order 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.

Can I track my delivery?

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.

Do you deliver overseas?

We currently have shipping readily available to Australia and New Zealand. If you would like to purchase our products from another country, please send us an email at info@debras.com.au, and we can review and try to accommodate your request.

Why does my delivery require a signature?

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 risk of your package passes 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 other if on holidays. Suppose you are not home to receive your parcel. In that case, the carrier will leave a notification in your letterbox containing the nearest Australia Post address details and the time delivery was attempted. Please ensure you collect your parcel within five (5) business days from the date delivery was first attempted.

What if I am not home to receive my delivery?

Suppose you are not home to receive your parcel. In that case, the carrier will leave a notification in your letterbox containing the nearest Australia Post address details and the time delivery was attempted. Please ensure you collect your parcel within five (5) business days from the date delivery was first attempted.

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 risk of your package passes to the recipient, and we do not take liability for lost items.

How much do you charge for delivery?

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

I want to gift my online purchase. Can you deliver it directly to them?

We sure can. If you want the gift to be a surprise, create an account using your email address to track the parcel and input the recipient’s address details for delivery. We will send the order confirmation, tracking, and delivery status to the email address you provide to us. Then, the parcel will be delivered to your nominated delivery address.

Do you offer Gift Vouchers?

We certainly do. A DeBra's Gift Voucher is the perfect way to give your loved one some much-needed 'me-time.' We offer various Gift Cards to meet different budgets. From the time your loved one comes into the store, our experienced fitters will make them feel special. No body type is the same, so we will take the time to make your loved one look and feel amazing. Gift Vouchers are available for purchase online Gift Vouchers or in-store.

For our time-poor customers or those not located near one of our stores who would like some fitting advice, we offer a personalised virtual fitting service from the comfort of their own home. Refer to our Virtual Fitting information page to find out how easy we have made it for our customers.

What do I receive when I purchase a Gift Voucher online?

Once you make your Gift Voucher purchase online at https://www.debras.com.au/gift-vouchers/, we will send you an envelope which contains a Gift Card to the value of your purchase and special message card that you can customise. If you prefer to receive an e-voucher instead of a Gift Card, please leave us a message in the comments section when making your purchase. We will send you an e-voucher via email in place of the Gift Card.

Do I have to pay the postage to purchase a Gift Voucher online?

Postage on all our Gift Vouchers is complimentary. You will not be charged postage on this; it’s our gift to you.

What is the expiry on Gift Vouchers?

The expiry date on our Gift Cards is three (3) years from the date of purchase. We offer you plenty of time to use it, as we want you or your loved one to experience what tens of thousands of women experience every year.

Remember, if you are not located near one of our stores and 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 we have made it for our customers.

Can I use my Gift Card online?

Unfortunately, we cannot accept Gift Cards for online purchases. However, we are here to help make your shopping experience with DeBra’s as smooth as possible. Suppose you are the holder of a DeBra’s Gift Card, and you find something on our website that you love. In that case, you can contact our customer service team on +61 2 4722 4477 or live chat during business hours. They will verify and accept valid Gift Card purchases over the phone for you. Outside of business hours, please email your request to info@debras.com.au. A member of our customer service team will contact you regarding your enquiry.

What is a Virtual Fitting?

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 in-store fitters - all from the privacy of your own home. Check out our Virtual Fittings page for detailed information.

Do you charge for Virtual Fitting?

No. We treat our virtual fittings 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 more.

How does Virtual Fitting work?

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 fitters 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 fitter connecting with you from one of our private fitting rooms.

Step 3
Our fitter will ask you some questions, and we will ask to see how one of your current bras fits your body to assess your size and fit. If you prefer a specific brand, style, or have any particular questions, remember to provide us with such information in the comments section when you make your booking. The more information you provide, the better our fitters can prepare.

Step 4
Our fitter will work with you and suggest the styles and sizes that will suit you best, and upon your selection, we can arrange to post your new lingerie to you. We offer complimentary shipping on orders over $99.

Do I need to know my measurements to have a Virtual Fitting?

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 fitters are knowledgeable about products, styles, and what works for each body - because we understand not every body is the same. Our highly trained fitters 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 fitters 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.

Do I need to be naked to have a Virtual Fitting?

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 fitters. Our fitter will ask you some questions and ask to see how one of your current bras fits so they can assess your size and fit. You will not be asked to take your bra off. For more information, visit our Virtual Fittings page.

Can I cancel or reschedule a Virtual Fitting?

Yes, of course. We understand that things may come up, and you may not be able to honour your booking. 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.

Is a Virtual Fitting secure?

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.