The Finer Details

A little clarity before you find your next treasured piece.

Are your pieces authentic?

Yes. Each piece is carefully assessed and comes with a Certificate of Authenticity from Entrupy or another independent authentication provider, as specified in its listing. Our authenticity guarantee is outlined in our Return and Refund Policy.

What does preloved mean?

Preloved pieces have had a previous owner and may show signs of use. Our vintage pieces also carry the character of their age. Each listing provides photographs and a condition description to help you understand exactly what you’re choosing.

What comes with my purchase?

Every piece has its own story—and its own inclusions. Any accompanying box, dust bag, strap or other accessory will be listed in the product description. Original packaging is included only where specified.

May I take a closer look?

Of course. We’re happy to provide additional photographs, measurements or details before you purchase. Simply contact us with the name of the piece you’re considering.

How will my order arrive?

We offer complimentary Australia Post Express Post shipping within Australia, with signature on delivery. Your piece will be carefully packaged, and tracking details will be provided once dispatched. Please see our Shipping Policy for delivery information.

Do you deliver internationally?

Yes. International shipping is available at an additional cost. Contact us if your destination is not available at checkout. Any applicable destination-country duties, taxes and import charges are payable by the customer unless otherwise stated.

Can I arrange flexible payments?

Flexible lay-by arrangements are available for eligible purchases. Please enquire before ordering so we can discuss the deposit, payment schedule and terms. Your piece will be released once payment is completed and cleared.

What if my purchase isn’t right?

Please choose carefully, as we do not offer returns for a simple change of mind. If you have concerns about an item’s authenticity, condition or correspondence with its description, contact us so we can assist. Please refer to our Return and Refund Policy; your rights under Australian Consumer Law remain unaffected.

Can you help my bag find a new home?

Our consignment service welcomes selected luxury pieces. Send us photographs, condition details and information about any inclusions. We’ll review suitability and discuss pricing, commission and terms with you.

Can you find a piece on my wish list?

Our bespoke sourcing service offers a personalised search beyond our current collection. Share your preferred style, colour, condition and budget, and we’ll explore suitable options. Availability and timeframes vary.

Do you offer authentication separately?

Yes. Please contact us with the brand and item details so we can confirm eligibility, fees and assessment arrangements.

Can I discover your collection in person?

We’re based in Townsville, Queensland, and are arranging upcoming pop-up events. Visit our Pop-up Events page or follow our social accounts for confirmed dates and locations.

Still have a question?

We’re here to help with the details.

Contact concierge@thetimelessatelier.com.au or use our website enquiry form. For an existing order, please include your order number.