Most popular answers

1. What payment methods do you accept online?

We accept the following payment methods online:

  • Visa
  • Mastercard
  • American Express
  • Paypal
  • Afterpay

Unfortunately we do not accept Diners Club, cheques, money orders, or Suzanne Grae gift cards online.

2. I’m not sure if my payment went through, how can I check?

If the order confirmation page appeared after your payment and you received an order confirmation email then your payment has gone through.

If you’re still unsure, please contact your bank for further information.

3. My payment has been declined?

Please double check that the card details you supplied (including the expiry date, card type and CCV number) are all correct. Otherwise you can enter the details of another card, and try again.

If the problem persists, you can contact your bank for details of why the payment was declined. 

4. What currency do you use for online purchases?

All prices are in Australia dollars (AUD) and you will be charged in Australian dollars.

For international orders please note you may be charged an additional international transaction fee by your credit card provider which may be shown separately or together on your statement.

5. Do you accept phone payments?

We cannot accept phone payments for online purchases. 

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6. What happens to my voucher/promo code if I return my order?

Unfortunately, vouchers/promo Codes are non-refundable, so please choose your items carefully when redeeming a voucher/promo code on your order.

For online orders, the discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price less the apportioned discount amount.

7. What is Afterpay?

Afterpay offers instalment plans for online shoppers within Australia. The payment platform allows you to purchase in four equal instalments, due every fortnight. Simply choose Afterpay as your payment method at checkout. All of your payments are interest free and you will receive your order straight away based on standard shipping time.

Please note that Afterpay is currently only available for online purchases within Australia at suzannegrae.com.au, and not at Suzanne Grae stores. If you require a refund in line with our Returns Policy, all returns on purchases made via Afterpay must also be returned via post to the Suzanne Grae Online returns address, as Suzanne Grae stores cannot currently process refunds using Afterpay.

If you are returning a faulty or incorrect item where you have used Afterpay, please contact our online customer support team at hello@suzannegrae.com.au in advance with your Suzanne Grae online order number, to arrange reply paid post. This also applies where a customer is unable to find a suitable replacement item to exchange their Afterpay purchase with in-store and they wish a refund. 

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.  With in-store exchanges for a product or a Suzanne Grae Gift Card, you will still be required to continue paying off your original purchase with Afterpay.

For additional information please view the Afterpay terms here

8. What do I need to begin using Afterpay?
  1. An Australian debit or credit card
  2. To be over 18 years of age
  3. To live in Australia
  4. Set up an account on the Afterpay website here or at the Online checkout. Your application will be subject to Afterpay’s credit checks.
  5. Afterpay available with no minimum spend. 
9. How does it work?

At the checkout, simply select Afterpay as your payment option once you have added product to your shopping bag. You will be redirected to the Afterpay website to process your order. Afterpay available with no minimum spend on all Australian orders.

Register or login into Afterpay to confirm your order.

Please note: The funds for the first payment must be available on your nominated card at the time of checkout.

You will then be redirected back to our website to receive your order success confirmation.  

Each order is subject to Afterpay's credit assessment.

At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your nominated debit or credit card every fortnight. To find out more, please visit the Afterpay website here

10. When will my order be shipped?

Your order will be shipped in line with standard shipping times. Read more about our delivery options here. 

11. Can I return my Afterpay order?

Yes, our current online returns policy applies to all Afterpay orders. Please see our Returns Policy here

Orders placed online with Afterpay will need to be returned via the online returns process.

You can also exchange your purchases in-store for another item or a Suzanne Grae Gift Card to the value of the returned goods excluding any shipping charges.

If you are returning a faulty or incorrect item where you have used Afterpay, please contact our online customer support team in advance with your Suzanne Grae online order number, to arrange reply paid post.

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days. 

Online Return Form

Online Aus post Return Portal

12. What if I miss a payment?

For each payment that is missed, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here

If you are going to have any issues with upcoming payment instalment please contact Afterpay in advance for assistance.

13. Who do I contact if I have questions about Afterpay?

For any queries about Afterpay, including payments, declined orders, or your Afterpay account, please email info@afterpay.com.au.

For more information about Afterpay, please visit the website here

14. Is there a minimum order value for Afterpay?

Afterpay available with no minimum spend on all Australia orders.

15. What cards does Afterpay accept?

Afterpay currently accepts MasterCard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept AMEX or any prepaid cards or foreign debit/credit cards.

16. When will my first payment be charged?

All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order and 6 weeks have passed since you placed that order. For online orders under $500 placed thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase. For all orders over $500, your first payment will always be deducted at the time of purchase.

17. Can International customers use Afterpay?

Please note that Afterpay is currently only available for online purchases within Australia online at suzannegrae.com.au. You must have an Australian credit card or debit card and address for billing and delivery.

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