Most popular answers

1. How do I update my personal details?
To update any of your personal details, please log into your account. You can then edit your personal information by clicking ‘Edit’ in the ‘My Account’ section. 
2. I can’t sign into my account

If you’re having trouble signing in with your email address or password, please check you’re using the same email address and password you used when you created your account.

If you can’t remember your password, please click the ‘Forgotten Password’ link. An email will be sent to you with instructions on how to change your password.

You can also change your password, email address or any other details by logging in to your account.

3. What is the wishlist and how does it work?

A wishlist is a place to save all your favourite Suzanne Grae products, and share them with your friends and family.

To create a wishlist, you need to have created an account and be logged in. Next to every product in our online store you’ll see an ‘Add to Wishlist’ button which you can use to add the item to your wishlist. To access your wishlist, click the link at the top of the site or within your ‘My Account’.

Please note that the items in your wishlist are not automatically added to your shopping bag. To purchase items in your wishlist, click the ‘Add to Bag’ button next to the item.

You can share your wishlist with friends and family. You can also print your wishlist and use it as a convenient shopping list next time you’re in-store!

4. How do I use a promo code online?

From time to time, we have online offers that are redeemable by entering a promo code.

To redeem an online offer, enter your promo code into the promo code box and click apply, which you will find on the My Bag or Checkout page. If the promo code you are entering is not working, please check that it is still valid and not out of date. If the promo code has dashes in-between the alphanumeric characters, please make sure you enter it in.

5. I am having problems accessing or buying from your website

If you’re having problems, we suggest you check you have the latest updates for your operating system and the latest version of web browser installed.

If you’re still having problems, please contact us and we’ll try to help you. To help us resolve your issue, please include as many of the following details as possible:

Your operating system (eg Windows 7, Mac OS X)

Internet Browser (Internet Explorer, Chrome, Firefox, Safari)

The URL you were trying to access (eg http://www.suzannegrae.com.au/FAQs)

When the problem occurred

Please also copy and paste into the email any error message that appeared on the screen

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6. I am having trouble with my shopping bag

Any item you add to your shopping bag will be reserved for you for 30 minutes so you can continue shopping. After 30 minutes, the item will be removed from your bag and other customers will be able to buy it.

If you’re still having problems with your shopping bag, please contact us.

7. If there is a problem with my order who do I contact?

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.

8. What do I do if I haven’t received my order confirmation email?

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.

9. How safe is shopping online?

Protecting your personal information is extremely important to us, so you can shop assured in the knowledge that our site is secure.

We use one of the most secure online ordering systems available and we’re constantly improving our software so we can offer you the highest possible security at all times.

We use industry-standard Secure Sockets Layer (SSL) technology which enables sensitive information such as your name, address and other critically sensitive information like your credit card details to be encrypted. Information passed between your computer and our site can’t be read if someone else intercepts it. This technology includes:

  • Authentication - this tells your browser your data is being sent to the correct computer server, and that the server is secure.
  • Encryption - this encodes the data, so it can’t be read by anyone other than the secure server.
  • Data Integrity - This checks the data being transferred hasn’t been altered.

 

Please also note that we do not sell or trade your personal information to any third party organisations or individuals.

For more information about your privacy, please see our Privacy Policy.

10. What is the Suzanne Grae Privacy Policy?

We are committed to protecting your personal information in accordance with the Australian Privacy Principles in the Privacy Act as well as other applicable legislation. Our privacy policy relates to the personal information we collect about you as our customers, visitors to this websites, apps, social media and members of the public.

 

You can view the full Privacy Policy by clicking here.

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