FAQ & CUSTOMER CARE

ORDER ISSUES

I’ve entered the wrong address

We’ll need to fix this for you before your order gets dispatched. Please get in touch straight away with your correct shipping address at store@stayhumbell.com

I’ve ordered the wrong size/colour

Once an order is placed we can't make changes to the items you’ve ordered unfortunately! It’s best if you contact us right away so we can look into this further for you. 

My item is faulty, what do I do?

Please get in contact with us at store@stayhumbell.com and we will be able to get this sorted for you.

I’m missing an item from my order

Please contact us at store@stayhumbell.com and we will get this sorted for you.

I’ve received the wrong item

Please contact us at store@stayhumbell.com and we will get this sorted for you.

I didn’t receive an order or shipping confirmation

Make sure you’ve checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE so that you won’t miss any in the future. If it’s still not there please contact us at store@stayhumbell.com and we will get this sorted for you.

Where do I put my Billing Address?

We only need your shipping details to be entered at checkout.

 

DELIVERY HELP

When will my order be shipped?

Orders are processed Monday - Friday (excluding public holidays) from 7am - 3:30pm AEST and can take up to two business days to process before being shipped.

I live in Australia. When will I receive my order?

As early as NEXT BUSINESS DAY. We use a number of different shipping options for all Australian orders which is a next business day delivery service. (Australian capital cities and major metro areas - Perth CBD only). For any hold ups along the way, these parcels can arrive within 1-3 business days and for more regional areas your order should be arriving within 2-5 business days!

How do I track my order?

Once dispatched you will receive a tracking number via email for your order! You’ll just need to pop this number into the link provided to track the progress of the parcel to you. It can take a few hours, sometimes 24 hours to show any kind of an update which is common for eParcels. Any concerns about your tracking not updating after three business days, just let us know.

Will I need to sign for my parcel?

Express Post is a no signature required delivery service, so for your convenience, your order will be left in a safe location at the address if no one is home at time of delivery. This is usually directly into your letterbox, behind pot plants or over fences - anywhere that is hidden from street view and deemed safe by the driver!

FastWay/StarTrack Couriers require a signature on delivery, if no one is home they will leave a calling card and you will need to get in contact with them to arrange a redelivery. They may leave your parcel at a local store for collection or they could just leave it in a safe place. Best option is to track your delivery via their website. 

Where do you ship to?

All over the world! 

How long does it take to deliver Internationally?

We ship International Express, parcels can take up to 5-14 business days. You will be able to track your order via your shipping confirmation email.

Will I be charged duties and taxes?

Maybe, all applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay or reject delivery.

If you refuse to pay any additional fees, your package will be sent back to us and you will be refunded the cost of your order minus any extra shipping charges incurred by us from the carrier.

 

PAYMENTS

Payment options

We accept all major credit and debits cards, as well as PayPal.

Help with a promo code or gift card code

Promo code not applying? Just make sure it’s valid for all items in your order. Gift Voucher codes need to be entered separately - if you’re having any trouble applying either of these just send through a screenshot of the page that displays so we can help!

You can only use one code per transaction.  

 

PRODUCT & STOCK SUPPORT

When will this item be back in stock?

Products from earlier collections may or may not come back in stock. You will need to contact us to see if we will first be re-stocking the item. If we have already re-stocked the item and it's sold out you may have missed out. 

The item may come available in other collections down the line. (the next Summer collection)

Its best to buy it straight away so you done miss out.

How do I know what size to choose?

We provide a sizing chart for each product, please see the sizing chart page. Each product also includes a detailed description where we include as much info about the garment, as well as any fit/style suggestions that we have for the style.

 

PAYMENTS AND DISCOUNTS

If a promotion is currently running, please make sure you check the terms and conditions before placing an order. All styles and stock levels are subject to availability. It is first in best dressed.

Need to Apply a Code for the Promotion?

Please make sure the promotional code has applied to your order before processing payment.

Our team are under no obligation to apply any discounts for promotions if a code has not been applied by the customer.

It can be very difficult for us to apply the code after you have placed your order, so hopefully you didn’t forget. If you have please email us at store@stayhumbell.com with your order number and code details and our team will try and figure out a solution for you.

Applying the Code

Enter your Store Credit or discount code into the “Gift Card or discount code” field in the payment section, please make sure you click the ‘apply code’ button. You will them be provided with your new order total.

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