Selfawear

How can we help you?

FAQ's

General

Where are you located?

Our Selfawear HQ and hardworking team are located on the Gold Coast, Australia.


*Please note: Our Selfawear HQ is not a retail store and we are unable to offer collection of any kind.

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Where will my order be shipped from?

Your order will be shipped with love directly from our Selfawear HQ!

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I have sent you an email but I haven't heard a response?

You would be surprised with how many times a day we receive this question! 

We can assure you that our team are constantly on the look out for your emails and will respond as quickly as we can. If you haven't heard a reply from us, please ensure our email address is spelt correctly. It is a very common occurrence that this is the case!

As our name Selfawear is spelt differently from the ordinary, we can understand the confusion. 

Please double check the spelling of our email address!

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Shipping & Delivery

How long after placing my order is it shipped?

Our hardworking team pick & pack orders like ninjas but they can sometimes take 24-48 hours to be processed. This may take a little longer following a weekend, public holiday or a massive sale event like Black Friday.

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How long does shipping take within Australia?

We can understand your eagerness to receive your Selfawear parcel! Delivery times may vary depending on Australia Post delivery zones and time frames and does exclude order processing time.


The standard delivery times are anywhere from 3 - 7 business days within Australia.


Due to the current environment and heavy restrictions, Australia Post has been experiencing delays all around Australia. If you have noticed that your tracking is taking a while to update, be be assured that you WILL receive your parcel.


Orders heading to New South Wales are currently taking 1-3 weeks to be delivered. If you have not received your parcel by the 15 business days from when you received your tracking, please let us know HERE and we will be happy to follow this up for you 

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How much is shipping within Australia?

We only offer standard shipping at the moment. I know what you're thinking, standard shipping is so much slower than express! No need to worry! - We work very closely with Australia Post to ensure your parcels arrive in a speedy manner (almost like you've paid for express!)

Our domestic standard shipping is $9.95 and is FREE for orders over $100.

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I ordered on Saturday, will my order be packed over the weekend?

Although our team are very hardworking, they also need a some time to re-energise! All orders are processed Monday to Friday (excluding public holidays). Meaning if you place an order after 1pm on Friday it won't be packed until the following Monday.

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How can I track my order?

You've just purchased your loveable Selfawear item and you want to keep up to date with the whereabouts of your order! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track My Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!


If you are experiencing issues with the tracking link, you can paste your tracking number into the search bar in the Australia Post tracking page by following the link below. 


https://auspost.com.au/mypost/track/#/search

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I haven't received a shipping confirmation email?

All our online orders will receive an order confirmation email instantly after the order has been placed. If you haven’t received your shipping confirmation email yet, there may be a few possibilities. 

Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

  • Your email address supplied may have had a spelling error
  • Double check your spam or junk folder. Our emails can sometimes end up there
  • Make sure the funds have been debited from your account

If you still cannot find your confirmation email, please contact our friendly team HERE with your name and the email address you used to place the order. 


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Where will my parcel get delivered?

If you're thinking this, don't fret - this is a surprisingly common question we get! We will deliver to the address you provide when placing your order. If by chance the details are incorrect and Selfawear has to resend a parcel you may be liable for this expense. 

Please double check your details!

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What about shipping outside of Australia?

Individual countries and their local authority are subject to change.  Import taxes and fees are completely out of our control and must be paid by the recipient so we recommend contacting your local customs office to check if taxes apply and how much they may be.

If delivery is refused and is returned to the sender, your order will be refunded less the original shipping costs.

At Selfawear we believe in honesty so we will not mark your parcel as a ‘gift’ or ‘sample’ to avoid you paying taxes/import fees.

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Products & Sizing

How is my Selfawear parcel packaged?

We are just as excited as you are for you to receive your Selfawear goodies, and we’ve dressed it up for the occasion! We want to ensure everyone feels like their Selfawear delivery is special, even if it's a gift to yourself! 


All Selfawear orders come packaged in a branded mailing satchel, so you know exactly what item has turned up on your doorstep.

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I can't add a product to my cart?

Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Our stuff sells out fast! Adding an item to your cart does not reserve or hold the item. It can still be purchased by other customers before you checkout and complete your order. 

Try your equal-first or second-favourite item, otherwise we update our website regularly so that item you have your heart set on should be available again!

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If something is sold out, how do I know when it will be back in stock?

We restock and release stacks of new items each month! If you have your heart set on an item or size that has sold out, be sure to hit the ‘notify me’ button on the design you are after so you can be the first to know as soon as its back!

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How do I look after my new item?

We're glad you asked! All of our items are of the highest quality but there are some Do's and Don't that you should follow to make sure your items stay in great condition.

DO's

  • Always read and follow any instructions on the care/washing label before throwing your clothes in for a wash.
  • It is always recommended to wash similar colours together like white with other white clothes and darker colours together.
  • Some materials should be washed above a certain temperature but this should be listed on the care/washing label.
  • Anything with a print should always be turned inside out before washing.
 

DON'T's

  • Try not to use too much detergent, and avoid washing powders and liquids that contain bleach.
  • Don't soak items too long, especially coloured items, and never soak an item with metal trims or buttons.
  • Do not iron over prints, delicate trims etc (always read the care instruction tag before ironing).
  • Never leave an item to dry in the sun for too long.

These Do's and Don't are to be used as a general guide and it is always best to follow the care instructions on the label to keep your item in its best shape.

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Do you have warranty?

We do not have a set warranty for our products. However, if your product happens to become faulty please contact our team as soon as possible and we will deal with your faulty item as quick as possible!

Please note we take into consideration the below before proceeding with an outcome.

  1. How long have you owned the goods?
  2. Are the quality of the goods acceptable?
  3. Has the product been misused?

Please include your order number and clear images of the fault for our team to assess.

Contact our lovely team at support@selfawear.com.au

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Jewellery

How do I know what ring size I am?

We know it's a super common question that not everyone has the answer to. That is why our bright and creative Selfawear minds came up with an adjustable ring which fits all sizes!

It's adjustable? Yes! Our rings are made to fit any size finger, big or small! 

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What size bracelet am I?

Our bracelets are handcrafted with adjustable braids to fit any size wrist! Gently slide the toggle to adjust the braids length. The braids are made to be adjusted and can bend into the perfect size with little force. We designed them to be delicate, lightweight, comfortable and durable.  

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Jewellery Care

We all want our special purchases to continue shining! Selfawear jewellery is durable and high in quality. However, it is important to treat it with a little extra care to keep it looking good as time goes on. Selfawear jewellry should be removed when bathing or applying lotions and perfumes to ensure a long-lasting shine.

To clean, wipe with a soft cloth. Avoid frequent contact with strong chemicals, such as detergent, bleach, perfume, etc. Store in a jewellry box or soft cloth. 

With proper care, our jewellery will last a very long time.

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Orders

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our lovely team is ready to spring into action! Please send us an email at support@selfawear.com.au. To help resolve things quickly, please include photos so we can help identify what has happened.

One of our lovely team will be able to investigate and resolve this for you ASAP!

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Can I change my shipping address?

Our team can still make changes to your shipping address if your order has not yet been packed. Please send us an email ASAP, we we can change this before your order is packed.

Unfortunately, once your parcel has been packed and dispatched - we can no longer make any changes. You will need to contact Australia Post to make these changes. 

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I want to change or cancel my order

We can only make changes to your order if it hasn't reached the packing stage! Please send our lovely  team an email ASAP so they can get this resolved for you.

Unfortunately, if your order has already been dispatched, we will not be able to cancel your order and you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

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I haven't received my order confirmation email?

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Selfawear parcel is on its way! - But you haven't received your order confirmation email yet.  

All our online orders will receive an order confirmation email instantly after the order has been placed. There may be a few possibilties as to why you haven't seen it come through yet. 

  • Your email address supplied may have had a spelling error
  • Double check your spam or junk folder. Our emails can sometimes end up there
  • Make sure the funds have been debited from your account

If you still cannot find your confirmation email, please contact our friendly team HERE with your name and the email address you used to place the order. 


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Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although Australia Post quote us 2-14 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 30 days, please contact us and we can launch an investigation with Australia Post.

*Please note: Once we pass your Selfawear order to Australia Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by Australia Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

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Payments

How secure is your payment?

Your privacy and security is our highest priority. All supplied sensitive information is transmitted via Secure Socket Layer (SSL) technology and encrypted into our Payment gateway provider database where the information is kept confidential.

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What payment options are available?

We accept payments via Visa, Mastercard, Afterpay, Shop Pay, PayPal, Gift Card & Store Credit.

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My payment won't go through on my Credit/Debit card?

If you are having trouble completing your order using your credit/debit card, it is important to first check you have the sufficient funds available in your account.

Once you have confirmed the funds are available please double check the following;

  1. The card number, name and CV2 code (back of card) are correct and as they appear on your card.
  2. Your billing address is correct.
  3. Your bank has not imposed a limit to the amount of purchases you can make in a 24 hour period.
  4. For international purchases please ensure your card is enabled for use international use.
  5. All other details for shipping/billing are correct.
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Can I change my payment method?

Unfortunately not! Once an order has been completed we are unable to change it.

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What is Afterpay?

Afterpay is a payment service allowing us to offer our lovely customers the ability to make purchases instantly and then pay for them in four equal payments made every 2 weeks without any interest.

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Why can I not check out using Afterpay?

Afterpay is separate to Selfawear and has their own criteria for approving purchases. If your purchase is not approved though Afterpay it could be one of the following;

  • Your order is over $1000
  • You already have a few Afterpay plans in progress.
  • You have overdue instalments from other Afterpay orders
  • Afterpay isn't able to approve the amount of your order

*Please note: Afterpay cannot be used to purchase gift cards. Late payment fees will apply. If you'd like more information on Afterpay then click here.

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Discounts & Promotions

My discount code won't apply, what do I do?

Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Please check email offers for which items the code is applicable for (eg. orders over $100 only).

We have a few different codes that go around from time to time. Make sure your code is still valid and double check the T&Cs of your specific code.

If you are still experiencing issues, please reach out to our lovely customer service team here

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I forgot to use my discount code!

You made your Selfawear purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely support team and they will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Please check email offers for which items the code is applicable for (eg. orders over $100 only).

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Can I use more than one discount code?

Unfortunately, we can only accept one code at checkout.

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Gift Cards

Can gift cards be returned?

Gift cards are non-returnable and cannot be refunded for cash.

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When does my gift card expire?

Our gift cards have no expiration date, so they can be redeemed at any time.

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How long does it take to receive the gift card?

All our online gift cards are sent within 24 hours!

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How do I redeem my gift card?

This is redeemed at checkout. 

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Do I have to use my gift card all at once?

No, you do not have to use the full amount of your gift card all at once. The remaining amount will stay on the gift card and can be used at a later date on other future purchases until the total value runs out!

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Can I cancel a gift card purchase?

Unfortunately not! Once a gift card has been purchased, it is non-refundable or redeemable for cash. 

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Returns & Exchanges

Can I return my order for a refund?

Sadly, we know that sometimes your Selfawear purchase is just not quite the right fit for some people. You can certainly return your purchase to us for a full refund, provided it is returned within 20 days.

*Please note: all Selfawear items must be returned in as new condition and original bag to be eligible for a return. Original shipping costs are non-refundable.

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Can my items be returned?

All products returned need to be in original condition, unwashed and unworn. For health & hygiene reasons, products such as face masks and drink bottles are not able to be returned.

- Your items can be returned within 20 days of your delivery date for a Refund, Store Credit or Exchange*

- Your items can be returned within 30 days of your delivery date for Store Credit or Exchange*

If any product you have received is damaged or faulty, please send us an email at support@selfawear.com.au with your order number along with photos of the fault/ damage so we can resolve this for you ASAP! You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

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How long do I have to return my order?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

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How do I request a return?

To process your return or exchange, you will need your order number and email address. This can be found on the top of your order confirmation email.

Click the link below to access our super easy online return platform!

Start A Return

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Do I have to pay for returns?

The cost of return postage must be paid by the customer at the time of returning.

Just contact our friendly team at support@selfawear.com.au and they will be able to help you along the way.

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How do I exchange for a different size?

We’ve made it easy to exchange your item if its not quite the right size.

1. Enter your order number then select the item you want to exchange
2. Select exchange for a new size & then new size you’re chasing
3. Review your return and submit
4. Ship it back using the free label we provide

The cost of return postage must be paid by the customer at the time of returning.

*Please note that exchange requests are not held. We suggest placing a new order for the new item to avoid missing out and requesting a refund for the returning item.

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How is my store credit issued & tracked?

This is issued via a Selfawear gift card and is valid for 3 Years from issue date (Note* Gift Cards are not redeemable for cash or refundable).

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When will I get my store credit for my return?

Once your package has arrived safely back to us, a store credit code will be emailed through to you and will be ready to use straight away! (Don’t forget to check spam if you can’t find it!)


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Refunds

Am I eligible for a refund?

Refunds are offered on all orders returned within 20 days of delivery unless otherwise stated on promo T&Cs. All refunds are processed to the original payment method.

*Please Note: Original shipping costs are non-refundable.*

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How long does refunds take to process?

We’re sad to see you go! Once your return has been shipped back to us we will process your refund. Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. Depending on how you processed the payment, it can take about 3-5 business days to hit your account. 

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If I pay using a gift card or store credit how will I get a refund?

If you have paid on a gift card/ store credit and select a refund, you will receive this back onto the gift card used.

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How do refunds work with buy now pay later options?

We refund back to Afterpay directly. The refund amount you then receive in your bank account will depend on the status of your instalments and can take anywhere between 3 -5 business days.

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