FAQs
Order Assistance
Our warehouse team work super quick to get your order packed and on it's way to you, which means we’re not always able to catch changes in time.
If your order hasn’t been packed yet, we’ll absolutely do our best to help with your request! However, if it’s already been prepared or has left our warehouse, we’re unable to make changes and your order will fall under our return policy.
We always recommend checking your measurements against our size chart and reviewing your order details before placing your order ✨
Please note: payment methods can’t be changed once an order has been placed.
Sometimes confirmation emails can sneak into your spam or junk folder, so we recommend checking there first. All confirmation emails are sent from [email protected].
If you still can’t find it, it’s possible there may have been a small typo in your email address, no stress, we’ve got you! Just reach out to us here with your name and delivery address, and our team can check this for you 😊
1. Head to our Returns Portal here (you’ll also find the link on our Returns Policy page if you ever need it in future)
2. Enter your email address and order number to locate your order
3. Follow the prompts and fill in the short text boxes explaining the reason for your return. The more detail you provide, the better we can understand why you didn't love your item.
4. If you purchased our Free Returns + Shipping protection at checkout, you’ll receive a prepaid return label. If not, a return label will still be issued and the cost will be deducted from your return credit.
5. Send your item(s) back to our warehouse using the provided instructions.
6. Once your return has been received and processed, we’ll contact you with your store credit details so you can place a new order, choose a different size, or select another item.
Please include a note inside your parcel with your name and order number, and keep your tracking number for reference.
Once your return arrives and passes a return quality check, we’ll send your store credit via email within approximately 3 business days. Please check your junk or spam folder, just in case.
For more information on our return policy please see here.
We’re so sorry if you received the wrong item in your order, let’s get this sorted for you!
To help us fix things, please book your return here. Please select the item you are missing and specify " Incorrect item received" as the reason. You will be required to include a photo of the item you incorrectly received.
Once we approve your return request, we’ll send you a prepaid return label so you can send the incorrect item back to us.
Let us know once your return is on it's way back to us and we’ll organise for the correct item to be sent out to you right away. Otherwise, if we don't hear from you, your replacement will be processed once your return is received at our warehouse.
If you have any further questions or require assistance, please reach out to us here, we’re always happy to help! 😊
We’re so sorry if you received a faulty item, let’s get this sorted for you!
To help us fix things, please book your return here. Please select the item that is faulty and specify the type of fault as the reason. You will be required to include a clear photo displaying the fault or issue.
Once we approve your return request, we’ll send you a prepaid return label so you can send the faulty item back to us.
Let us know once your return is on it's way back to us and we’ll organise for a replacement to be sent out to you right away. Otherwise, if we don't hear from you, your replacement will be processed once your return is received at our warehouse.
If you have any further questions or require assistance, please reach out to us here, we’re always happy to help! 😊
Thank you for getting in touch with us! 🫶
Please allow up to 24 hours for a response from our team (excluding weekends and public holidays).
If you haven’t received a reply after 2 business days, please check your junk or spam folder. If you still can’t find our response, kindly contact us again via the contact form here, as there may occasionally be issues with email addresses.
Our customers within Australia can add Easy Store Credit Returns at checkout for just $2.98 AUD.
By selecting this at checkout, you’re opting into a paid returns service designed to make returns smooth, simple, and a whole lot more convenient, with enhanced return benefits as outlined below.
If you opt in:
- You will receive a free return shipping label for eligible returns processed via our returns portal.
- Your order includes shipping protection in case of loss or damage in transit.
If you do not opt in:
- You may still return eligible items via our returns portal, however, you will need to cover the cost of the return label.
- The cost of the return shipping label will be deducted from your store credit total.
Important conditions:
- This service is not available for final sale items.
- Once your order has been dispatched, you cannot remove or refund this fee.
- If you choose not to return an item, you are not eligible to cancel or recover this $2.98 fee under any circumstance.
- By selecting the Easy Store Credit Returns at checkout, you acknowledge and agree to these terms.
Dispatch & Shipping
Dispatch times
Orders are dispatched Monday to Friday, excluding public holidays, from our warehouse in Burleigh Heads.
We aim to dispatch all orders within 1-2 business days.
During sale periods, please allow for possible dispatch delays due to increased order volumes. Our team will always work as quickly as possible to get your order packed and on it's way.
Once your order has been shipped, you’ll receive a tracking number via email so you can follow your parcel every step of the way. While we always do our best to meet delivery timeframes, they are estimates and may be impacted by weather and other unforeseen events.
If you’re ordering for a specific date or trip, we recommend allowing a little extra time just in case!
Tracking your order
Once your order has been packed, we’ll send you a shipping confirmation email with all the details of your order. This email will include your tracking number and a link to our tracking page so you can keep a little eye on your parcel as it makes its way to you!
Tracking info doesn’t always appear straight away. It can take a few hours (and sometimes overnight) after dispatch for the tracking number to activate in the system. If you don’t see updates right away, don’t worry, check back a little later and it should pop up!
Australia Post may contact you if they need additional delivery details. If they’re unable to reach you, your parcel may be returned and reshipping fees will apply.
If you haven’t received your shipping email, please make sure to check your junk or spam folder just in case it wandered there. If it’s still missing, feel free to reach out to us here and we’ll happily help you out 🫶
Domestic Shipping
We've got you covered with shipping all across Australia via Australia Post. At checkout, you can choose from:
Parcel Post : $9.95, approx. 3 to 5 business days
Express Post : $13.95, approx. 1 to 3 business days
We offer free Express Shipping on all Australian orders over $200. Order total must exceed $200 after any promotional codes or store credit are applied.
Once your order has shipped, you'll receive a tracking number via email so you can follow your parcel every step of the way. Please note that delivery timeframes are estimates only and are not guaranteed. Delivery timeframes commence from the date of dispatch, not from the date your order is placed.
International Orders
New Zealand
Flat rate shipping of $15 AUD, approx. 4 to 7 business days.
If you'd like an express international shipping quote, feel free to reach out, we're happy to help.
Rest of world
While we don't currently offer shipping to other international locations, we'd love to know where you're shopping from. Feel free to reach out and let us know.
International Customs & Fees
For international orders, any customs duties, taxes, or additional fees are the responsibility of the customer. These charges are not included in your order total or shipping cost.
We recommend checking with your local customs office prior to placing your order to avoid any unexpected charges.
Delayed Parcels
We always do our very best to make sure your order arrives safe and sound 💌 But if your tracking link has not updated in a while or seems like it could have gone missing, heres what to do!
1. Lodge a case with Australia Post (for Australian orders) here.
2. Once that’s done, reach out to us with your case number here. We will follow with Australia Post at our end also.
We’re here to make sure everything gets sorted as smoothly as possible.
Delivered but Missing Parcels
If your parcel has been marked as delivered but you can’t seem to find it, here are some things to check as sometimes deliveries turn up in unexpected places!
We recommend checking with everyone in your household to see if someone accepted it on your behalf. It’s also worth having a quick look around your mailbox, mailroom, and any safe spots it may have been tucked into.
If it’s still nowhere to be found, please lodge a report with Australia Post. We take missing parcels very seriously, and in the unfortunate event of suspected mail theft, we also recommend contacting your local authorities.
1. Lodge a case with Australia Post (for Australian orders) here.
2. Once that’s done, reach out to us with your case number here. We will follow with Australia Post at our end also. Whilst we will do our best to find out what happened to your order, we are not able to offer refunds on delivered but missing parcels.
We recommend choosing a safe and secure delivery location, as we’re unable to take responsibility for lost or stolen parcels after delivery.
Sometimes parcels find their way back to us! This can happen for several reasons, including:
- The delivery address supplied at checkout was incomplete or incorrect.
- The parcel could not be delivered because no one was available to receive it.
- The parcel was not collected from the post office within the required timeframe.
If this happens, we’ll just need to wait for the parcel to physically arrive back to our warehouse. As soon as it arrives, we’ll be in touch!
We’ll confirm your correct delivery details and organise reshipment, along with a shipping fee based on your preferred method:
$9.95 Parcel Post – approx. 3–5 business days
$13.95 Express Post – approx. 1–3 business days
Sometimes the excitement of placing your order takes over, and it’s easy to miss a detail or have your phone autofill an old address.
Our warehouse team works quickly to get orders packed and on their way, which means we’re not always able to catch address updates before dispatch.
If your order hasn’t been packed yet, we’ll always do our best to update your details in time. However, once your order has been prepared for shipping or has left our warehouse, we’re unable to make any changes from our end.
The good news is that you may be able to request a redirect directly through your Australia Post tracking link. Once your parcel is in transit, look for the redirect option in the top-right corner of your tracking page.
To help avoid any delays, we do recommend taking a quick moment to double check your delivery details before placing your order ✨
Yes, we offer FREE Express Shipping on all Australian orders over $200!
Please note your order total must be over $200 after any promotional codes are applied.
Yes, we offer click and collect for customers local to our Burleigh Heads office 🤍
Simply choose the pick up option at checkout. Our team will prepare your order and notify you via email once it’s ready for collection from our warehouse.
Pick-up Location: Unit 4 / 60 Junction Road, Burleigh Heads, QLD 4220, Australia
Pick-up Hours: Monday to Friday, 9:00am – 3:00pm AEST
Contact: (+61) 0410 300 259
If you accidentally select pick up at checkout, no problem at all, just contact us here and we’ll arrange a postage invoice so your order can be shipped instead.
Returns
1. Head to our Returns Portal here (you’ll also find the link on our Returns Policy page if you ever need it in future)
2. Enter your email address and order number to locate your order
3. Follow the prompts and fill in the short text boxes explaining the reason for your return. The more detail you provide, the better we can understand why you didn't love your item.
4. If you purchased our Free Returns + Shipping protection at checkout, you’ll receive a prepaid return label. If not, a return label will still be issued and the cost will be deducted from your return credit.
5. Send your item(s) back to our warehouse using the provided instructions.
6. Once your return has been received and processed, we’ll contact you with your store credit details so you can place a new order, choose a different size, or select another item.
Please include a note inside your parcel with your name and order number, and keep your tracking number for reference.
Once your return arrives and passes a return quality check, we’ll send your store credit via email within approximately 3 business days. Please check your junk or spam folder, just in case.
For more information on our return policy please see here.
We totally understand, sometimes it’s just not quite the one. While we don’t offer direct exchanges, we’ve made returns easy for you!
If you’re after a different size or colour simply return your item for store credit and use it to repurchase.
A couple of things to note:
• Final Sale items are not eligible for return or exchange
• We’re unable to hold items for exchanges, as our styles tend to sell quickly
Once your store credit is issued, you’re free to use it whenever you’re ready. Shipping costs will apply to your new order.
To book your return and check our full return policy, please see here.
If you did not purchase the return protection cover at check out, your return label cost will be deducted from your return credit total.
Alternatively, if you used store credit for part of your order, you might notice that our Returns Portal doesn’t show the full product price.
This happens because our system can’t always recognise when part of the payment came from a previous store credit.
Don’t worry! Our team will correct the value when processing your return, so you’ll always get the right amount back.
We know waiting for your store credit can be a little exciting, and we’re here to help!
If you’ve already sent your return, keep your tracking number handy so you can follow its journey to our warehouse. Once it arrives, please allow up to 3 business days for us to process it and issue your store credit.
If your tracking shows that your return has been delivered over 3 days ago but you haven’t received your store credit email yet, check your spam or junk folder just in case. If it’s still not there, reach out here and we’ll be happy to help.
If you’re having trouble processing a return, please check the following:
Order Time: Returns can only be processed within 30 days of delivery. Orders older than 30 days are unfortunately outside our return window and are not eligible.
Final Sale Items: Items marked as Final Sale are not eligible for return. You can check your order confirmation to see if this applies.
Hygiene-Sensitive Items: For hygiene reasons, we are unable to accept returns on earrings or water bottles.
Should none of the above be applicable to you, please reach out to our team here so that we can assist you.
We understand that sometimes an item might not be the perfect fit! While we don’t offer refunds, we’ve made returns easy by providing a store credit for all eligible items, which you can use toward a future purchase.
Store credits are valid for 3 years and can be applied to both full priced and sale items 🤍
Please note: Final Sale items are not eligible for return.
We’re so sorry if you received the wrong item in your order, let’s get this sorted for you!
To help us fix things, please book your return here. Please select the item you are missing and specify " Incorrect item received" as the reason. You will be required to include a photo of the item you incorrectly received.
Once we approve your return request, we’ll send you a prepaid return label so you can send the incorrect item back to us.
Let us know once your return is on it's way back to us and we’ll organise for the correct item to be sent out to you right away. Otherwise, if we don't hear from you, your replacement will be processed once your return is received at our warehouse.
If you have any further questions or require assistance, please reach out to us here, we’re always happy to help! 😊
We’re so sorry if you received a faulty item, let’s get this sorted for you!
To help us fix things, please book your return here. Please select the item that is faulty and specify the type of fault as the reason. You will be required to include a clear photo displaying the fault or issue.
Once we approve your return request, we’ll send you a prepaid return label so you can send the faulty item back to us.
Let us know once your return is on it's way back to us and we’ll organise for a replacement to be sent out to you right away. Otherwise, if we don't hear from you, your replacement will be processed once your return is received at our warehouse.
If you have any further questions or require assistance, please reach out to us here, we’re always happy to help! 😊
If something isn’t quite right, you’re welcome to return your order within 30 days of delivery for a store credit.
Return Eligibility
To be eligible for a return, your item must:
Not be marked as final sale
Be unworn, unwashed, and returned in original packaging with tags attached
Be free from perfume, body odour, deodorant, or laundry detergent smells
Be free from makeup, fake tan, glitter, and pet hair
Not include earrings, hair accessories or drinkware
If items do not meet these conditions, they will be sent back to you at your expense and store credit will not be issued.
Easy, Free Returns (Optional)
At checkout, you can add Easy, Free Returns for $2.98 AUD. Available for Australia only; final sale styles are not eligible.
If you opt in:
Your return shipping label is free
Your order includes shipping protection in case of loss or damage in transit
If you don’t opt in:
You can still return your item via our returns portal
You will need to purchase a return shipping label
The cost of the label will be deducted from your store credit
This fee is non-refundable, even if you do not return your item
Return Portal
SUBMIT YOUR RETURN HERE
To start your return:
Enter your order number and the email address or phone number used at checkout
Select the item(s) you wish to return and specify a return reason (the more detail, the better we can understand your feedback)
Submit your request and download your return label.
You will also receive email instructions with next steps.
Please include a note inside your parcel with your name and order number, and keep your tracking number for reference.
Return Shipping
If you purchased Easy, Free Returns, you will receive a free return label once your return is approved
If you did not purchase it, you can buy a return label through the returns portal, and the cost will be deducted from your store credit
Store Credit
Store credit is valid for 3 years from the date of issue
Credit is issued for the value of the returned item(s) paid
Issued within approximately 3 business days after your return is received and approved
Any return label costs (if applicable) will be deducted from your credit
Please check your spam or junk folder for your credit email
Exchanges
If you would like a different size or style, please follow the returns process above.
We do not hold items for exchange due to limited stock. Once your store credit is issued, you can use it to place a new order. Standard shipping fees apply to replacement orders.
Refunds
We do not offer refunds for change of mind. Returns are issued as store credit only.
Faulty Items
If you receive a faulty item, we will absolutely make it right.
In line with ACCC guidelines:
We will replace the item where possible
If a replacement is not available, we will offer a refund or store credit based on your preference
Return shipping for faulty items will be covered by The Self Styler once the fault has been assessed via photo or inspection.
Final Sale
Items marked as Final Sale are not eligible for return, as stated on the product listing, in-cart, and at checkout.
If your order includes a mix of full-price and Final Sale items and you select free returns at checkout, please note that Final Sale items are excluded, as they are not returnable under any circumstances.
Using your store credit is simple! At checkout, just enter your store credit code in the discount/gift card field, and the amount will be applied to your order.
A few things to keep in mind:
Store credits are valid for 3 years.
If you don’t use the full value, the remaining balance will stay on your gift card for your next purchase.
Store credits are not refundable and are considered a form of payment.
If you have any issues locating your credit details, please see here.
At checkout, you can add returns protection to your order for just $2.98. Available for Australia only; final sale styles are not eligible.
If you opt in:
Your return shipping label is free
Your order includes shipping protection in case of loss or damage in transit
This fee is non-refundable, even if you do not return your item
If you don’t opt in:
You can still return your item via our returns portal
You will need to purchase a return shipping label via our portal
The cost of the label will be deducted from your store credit
Label costs can vary based on location and size of return
If you’ve received your store credit code but are having trouble applying it to your cart:
1. Ensure you are applying the code in the Discount Code/Gift Card box on the payment method screen
2. Make sure the credit has not yet been used
3. Double-check that the code is entered correctly, we recommend copy and pasting it directly to avoid errors.
If it still doesn’t work, reach out to our team here and we’ll help get it sorted.
Once your return arrives at our warehouse, please allow up to 3 business days for processing. Be sure to check your junk or spam folder if you haven’t received your return credit.
If it’s still missing, contact us here and we’ll make sure it reaches you safely 💌
Product & Website Help
Our sizing can vary slightly from style to style, as each piece fits differently depending on the fabric, cut, and overall design. That’s why we’ve carefully created a personalised size chart for every style, which you can find on each product page! Please note these measurements of the product laid flat, from side seam to side seam.
We recommend to grab a style you already love the fit of at home, lay it flat and measure side to side. That flat measurement is your guide, check this against the sizing chart provided in the product description, no need to measure yourself!
Unsure how to measure? Check out our measure guides here:
We also highlight in the product description whether a style runs true to size, or if we recommend sizing up or down when you’re between sizes.
If you’d like extra guidance, feel free to send your measurements to our team here and the styles you are looking to purchase, we’ll be happy to provide a personalised size recommendation 💌
We know it’s disappointing when your favorite piece is out of stock! While we can’t always confirm restock dates, you can be the first to know when your size is back by signing up for restock notifications:
Go to the product listing
Select your desired size
Click “Notify Me When Available”
You’ll then receive an instant alert if your size is restocked, including if it becomes available due to a return!
When receiving your restock confirmation email, we recommend acting quickly to avoid missing out as some styles are in high demand!
You can also view which styles are confirmed for a restock via our Back Soon page here! These are styles that are in production and are expected in the coming weeks.
We make checkout simple with a range of flexible payment options to suit you. Choose from Visa, Mastercard, PayPal, Zip Pay, Afterpay, or The Self Styler Gift Card, giving you the freedom to pay your way and shop with confidence 🫶
Yes we do! You can purchase a gift card here. Please note, gift cards are sent electronically via email and are not physical.
If you have purchased a gift card, please allow up to 10 minutes for this to be received in your inbox and be sure to check your junk mail folder.
Gift card purchases are not eligible for the free gift offer and are not eligible for return.
We currently ship to Australia and New Zealand, as we’re confident in the delivery services to these locations.
If you’re located outside of these regions and would love to shop with us, we’d love to hear from you! Please reach out here and let us know where you’re based we’re always happy to explore new options 🌎
We’re currently online only, so we don’t offer in person shopping or fittings at this stage. However, we’re always happy to help you find the perfect fit or style!
You’re welcome to place an order through our website and select Click & Collect at checkout to pick it up from our warehouse.
If you need any assistance with sizing or style choice, reach out to our customer care team here 🫶 We would love to help you!
Sorry to hear you’re having trouble accessing your account, we’re here to help!
Please contact us here, and our team will send you a rest password link so you can regain access to your account 😊
We currently offer a welcome discount code of 10% when you sign up to our newsletter. You can subscribe using the sign-up box at the bottom of our website or via this link: https://www.theselfstyler.com/pages/newsletter-sign-up-the-self-styler
Once you’ve signed up, you’ll receive a code that can be used on all full priced styles. If you don’t see the email, please check your junk or spam folder.
Happy shopping! 😊