FAQ

All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Shipping within Australia will take approximately 3-5 working days. For delivery within Australia we use Australia Post Express eParcel.

If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you. 

Suzanne Grae ships to New Zealand and we use Australia Post Express Courier International trackable service.

Please note: we do not deliver to New Zealand PO BOX addresses. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. For information on Duty charges to New Zealand, please visit whatsmyduty.org.nz

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

Suzanne Grae ships to most destinations around the world and we use Australia Post Express Courier International trackable service for all our international orders.

Please note: we do not deliver to international PO BOX addresses. For our international customers, all prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. Please check with your local customs office for further information.

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

Australia and New Zealand orders

For delivery within Australia and New Zealand, we offer free shipping when you spend over $60AUD.

For purchases that do not meet this threshold we charge a flat rate of $10AUD for any purchases to be shipped within Australia or New Zealand.

We offer free shipping for Gift Card orders over $60AUD. For Gift Cards under $60AUD, shipping is $5 within Australia or New Zealand.

International Orders

For international delivery we offer free shipping when you spend over $80AUD.

For purchases that do not meet this threshold we charge a flat rate of $25AUD for any purchases to be shipped outside of Australia and New Zealand.

We offer free shipping for Gift Card orders over $80AUD. For Gift Cards under $80AUD, shipping is $5 outside Australia or New Zealand.

Please note: Gift cards can only be used in Suzanne Grae stores in Australia, not online.

As soon as your order has been despatched we’ll send you a confirmation email with a tracking code. If you haven’t received this email within 3 days of placing your order, contact us.

Please note when the order is for a gift card only, we send this by Australia Post (Express Post) so you will not receive a tracking code in the email.

Yes, your order can be tracked. On the day your order is despatched we’ll send you an email which will include a tracking number so you can follow your order through to delivery.

You can track your order anytime at auspost.com.au/track/ using the tracking number supplied in your Order Confirmation email. 

For domestic delivery, you should receive your order within 3-5 working days. If your order has not arrived within the allotted time, please contact Aust Post, using the reference number supplied to you.

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

A signature will be required on delivery, so please make sure that you provide a delivery address where someone will be available to receive your goods. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up. If you want the delivery driver to leave your goods without a signature, please advise us in the delivery instructions on the checkout page.

Yes, we can deliver to your home or work address.

If you would like your order to be delivered to your workplace, please enter the company name at checkout as well as any delivery instructions to help the driver locate your home or office.

If there is a problem with your order, please contact us.

Please tell us as much detail as you can about your order and the problem, and we will get in contact with you to help resolve the issue.

Once you submit payment, you will receive an email to confirm your order. If you don’t receive this, be sure to check your junk or spam folder.

If you are still unable to locate this, please contact us.

All orders placed online with Afterpay can only be refunded by sending your order back to our online store. 

Please click here to read our full Returns Policy

To ensure delivery before Christmas, please order online before 16^th December, 2018.

For International orders, Australia Post is reliant on the postal networks in other countries to deliver. As such, we recommend ordering as early as possible. Standard delivery takes approximately 10 business days.

Please note, during peak promotional periods, Mother's Day and Christmas, you may experience a delay in receiving your order. We apologise in advance for any inconvenience, please contact us here if you have any questions about your order.

We also have an extended return period for Christmas orders and gift purchases made from our online store in the month of December. Customers will have until 31^st January 2019 to return instore or back to our warehouse.