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FAQ clothing

ORDERING
What if the item you're looking for is not shown on the website?
All the styles that we have in stock are listed on the website.
If it's not available then we may have unfortunately sold out. 

Can I order by phone, fax or email?
All orders are processed via our website only. If you have further enquiries you are welcome to contact our Team by email hello@superheroine.com.au

What forms of payment do you accept?
Superheroine accepts Mastercard, Visa payments and PayPal.
We do not offer Direct Deposit, Cheques, Diners, AMEX or cash on delivery as (COD) payment methods.

Is it safe to use my credit card on Superheroine?
Yep, shopping is safe and secure. Transactions are processed though the secure PayPal payment facility.

What if my credit card shows multiple charges?
The payment page will only process the payment once.
However if you see multiple charges on your card then you may have:
a) click 'submit' more then once at the checkout stage due to poor internet connection
b) moved back to update and/or change your order details.
If you notice multiple charged please contact hello@superheroine.com.au

How do I use a promotional code?
You must enter the promotional code in the 'promotion code' box at the cart stage of your checkout. The application of the promotion will then be visible in your cart.

Can I make a change to an existing order?
No, once your order has been placed and you have received your order confirmation you can't cancel or amend your order. If you wish to exchange or return your order please refer to the Returns or Exchange Policy.

How can I track the status of my order?
Orders are sent using Australia Post and a tracking number will be provided to you via email. This can then be tracked with directly with Australia Post at http://auspost.com.au/track/.

How do I cancel my order?
Once you have placed your order and received your order confirmation, your order can't be cancelled or amended. If you wish to exchange or return or order please refer to the Returns or Exchange Policy.

Can I return an item?
Returns and exchanges will only be accepted if a Superheroine product is damaged on delivery. Superheroine does not accept ‘change of mind’ as a reason for a return or exchange. You must contact Superheroine within one week of delivery if you wanna exchange or refund a damaged item.
To return an item to our Team please email hello@superheroine.com.au

Do you pay for my return shipping?
Please be advised that all postage and handling costs will be incurred by the purchaser.
Faulty or damaged products please include a copy of your postage receipt.
If the product is deemed faulty after review we will credit the cost of postage back to you.
Superheroine does not take any responsibility for returns lost in transit.

SHIPPING
Shipping to Australian addresses is FREE for orders over $50!
Any orders under $50 will incur a $9.95 shipping fee
OR free for promotional offers.

How will my order be shipped?
We understand the need to get your order to you as quickly and safely as possible. In Australia our main carriers are Australia Post eParcel.
Please refer to the Shipping Policy for in depth information regarding shipping.

How do I know my order is shipped?
Once your order is confirmed by email, our Team will process it. The item is personally folded and enclosed safely in a satchel with your invoice.
We will email you a shipping confirmation via email containing what you ordered, where it is going to as well as the tracking number and a link to Australia Post’s website.

Do you ship Internationally?
Nope! Superheroine does not yet ship internationally. We hope to do so in the future. If you have any questions regarding this please email hello@superheroine.com.au

What happens if my items get lost in the mail?
The first thing to do is contact Australia Post and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located, we will lodge an enquiry from our end.
Please contact hello@superheroine.com.au if you have any additional queries.

What happens if an item is missing from my order?
Sometimes, orders can be sent in multiple satchels as they may have not fit in just one. Please contact our Team to check if this is the case. If in the rare chance we have missed an item off your order we will arrange a replacement.

What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please contact our team and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

Do you deliver to PO Box Address?
We can deliver to any Po Box Address in Australia.

Can you deliver to my work address?
Yes, we can deliver to your place of work. Please ensure to include the Business Name in the shipping of your order so the delivery driver can find you easily.

PROMOTIONS
What do I need to know about Promotions?
Promotional Codes are valid for the specified time period only and may not be used in conjunction with other offers.
One-time use promotions must be used in their entirety in a single purchase.
Promotions can't be applied to previously placed orders or to orders that have been adjusted.
Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. An alternative will not be provided where stock is no longer available.
Superheroine at its sole discretion, extend or terminate a promotion at anytime.
Please see Terms and Conditions for further details.


Superheroine
PO Box 6077
Preston West
Victoria, 3072
Email contact hello@superheroine.com.au