ORDERS
HOW DO I PLACE AN ORDER ONLINE?
Sweet Thing has plenty of great products to order on our website! You can search by keyword or style number from the homepage, or browse through our product categories listed on the top of the site.
To place a product in your shopping cart, from the product page, select the desired size, colour, quantity of the item you wish to purchase, and click 'ADD TO BAG'. You can continue browsing, or Click on 'MY BAG' icon on top of webpage & click on the 'Checkout' button to complete your order.
While in your shopping cart, you can remove the quantity at any time. Simply click the 'REMOVE' button (it is an image of a bin).
When you're ready to complete your order, be sure to review all of the items you've placed in your shopping cart. To checkout, follow the instructions on the screen to finalise your order. You may check out without signing in, create an account, or use an existing account.
DO YOU OFFER FREE SHIPPING?
Yes, simply purchase over $200 (after discount) we will post out to you for FREE & EXPRESS as well. This offer will automatically apply at check out.
DO YOU OFFER LAYBY?
Yes, we do. However, our layby option is only available in stores OR over the phone purchase. We require 25% deposit & Layby term is for 4 weeks. Our cancellation fee for the Layby is 25% of the value of the purchase.
We are currently looking at other options for online customers such as AfterPay.
WHY MY ORDER IS NOT PROCESSING?
Sweet Thing aims to provide you with the best shopping experience possible. If you have received an error message when trying to place an order, we recommend reviewing the following explanations before attempting to place another order.
- The billing address provided does not correspond to the credit or debit card you are using.
- The security code for your card is incorrect. For Visa, MasterCard this is the LAST 3 digits on the back of your card.
- The credit card used is not issued within Australia
If you continue to face issues placing your order, please contact us and one of our staffs will be glad to assist you. Please be advised that multiple unsuccessful order attempts may result in multiple credit or debit card authorisations.
DELIVERY TIMEFRAME
We use Australia Post & Fastway courier services. While we cannot guarantee delivery times, we endeavour to meet the following schedule.
Orders sent via standard shipping should expect delivery within 3-5 business days after dispatch of order.
Orders sent via express shipping should expect delivery within 1-2 business days after dispatch of order.
All orders will be dispatched same day if the order is received Monday to Thursday by 2:00 PM AEST for in-stock merchandise and successful credit card payment verification.
Any orders placed after 2:00 PM AEST will be dispatched the next business day. For any orders received after 2:00 PM AEST on Friday or over the weekend, order will be processed on the next business day and dispatched by the end of the following business day.
Deliveries are made Monday to Friday, excluding holidays.
To learn more about our shipping methods and delivery times, please click here.
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
Payment may be made only by credit or debit card. We accept AMEX, Visa and Mastercard.
CAN I TRACK MY ORDER?
Once we fulfil your order, you will get an email with tracking information in it.
CAN I CHANGE OR CANCEL MY ORDER?
We fulfil orders almost immediately so it may not be possible to change or cancel your online order. However, we encourage you to contact us ASAP so we can help with your order in any way we could.
WHAT ARE FRAGILE OR BIG & BULKY GOODS?
Fragile, and Big & Bulky Goods are goods for which extra handling and additional resources are required for delivery. Different Delivery Fees and requirements may apply. Some examples of the big & bulky items are suitcases, and fragile items such as glass frames. Please see our Shipping policy for more info.
WHY HAS AN ITEM FROM MY ORDER BEEN CANCELLED?
On occasions, we may not be able to fulfil item(s) in your order. If this is the case, the unfulfilled item(s) will be fully refunded to you. Please allow 3-5 business days for the funds to arrive in your account.
We usually will contact you to let you know.
DO YOU DELIVER TO MY AREA?
Our fulfilment partner, Australia Post, can deliver the majority of items to most areas within Australia.
For Big & Bulky Goods, delivery may be limited to metropolitan regions within Brisbane, Melbourne, Perth and Sydney.
CAN I PICK MY ONLINE ORDER UP AT ONE OF YOUR STORES?
Absolutely, you can select the pick up option at check out (in Shipping Method). However, this option will only appear at check out if your address is in NSW.
We will give you a call once your order is ready for collection.
ARE ALL PRODUCTS THAT ARE IN-STORE AVAILABLE ONLINE?
99.9% of our products are available online. The few exceptions would be glass items, small hair accessories or goods deemed to be difficult for us to post to you.
Quantity of stocks are live. It means if we sold 1 in store, it will be deduct from online store. From time to time, a small hiccup on our system may cause a few products to be out of sync. So we encourage you to give us a call to double check if we still have the SOLD OUT item in stores.
WHERE CAN I FIND CLOTHING OR SHOES SIZE CHARTS?
Size charts can be found under Product Description on the product detail page (the page that shows all of the product detail). Note that not all of our product categories have size charts, we've added the most commonly looked for ones and will continue to add more as soon as we can.
BUY
DO I NEED TO REGISTER AN ACCOUNT TO MAKE A PURCHASE?
No you don't. You can make a purchase as a 'guest' user and we won't create an account for you. However, we've designed our site to give registered customers a faster, simpler checkout process by remembering their details, as well as a bunch of other features such as full order history and order tracking, address book - so sign up and enjoy the benefits, all you need to do is choose a password!
HOW WILL I KNOW IF MY PAYMENT HAS BEEN SUCCESSFUL?
Upon successful completion of an order you will see a screen saying Order confirmation, which notes all the details of your order. You will also receive an email to your nominated email account summarising the details of your order. This email will be titled Order Confirmation.
IS IT SECURE TO ENTER MY CREDIT CARDS DETAILS?
Your information and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology. You can identify this by looking at the URL address "Https," the "s" indicated you are in a secure area employing SSL. Your browser may also give you a message or icon that you are in a secure area.
CAN I ADD A PERSONAL MESSAGE TO MY ORDER?
Yes. You will notice a section in the checkout where you can enter a personal message.
DELIVER
HOW DO I TRACK MY ORDER?
- We will send you an email when your order has been despatched. Within this email you will receive a tracking number that allows you to follow the progress of your delivery via the carrier.
From time to time we will need to despatch your order from multiple locations, in which case you will receive an order update for each shipment and tracking numbers for each parcel for you to monitor the progress. Please note you do not incur any additional postal charges when your order is despatched from multiple locations.
WHAT IF MY ORDER IS SENT WRONG, INCOMPLETE OR DAMAGED?
- If your order is sent wrong, incomplete or damaged, please contact us immediately on receiving the product. We will resolve the issue as quickly as we can for you.
DO YOU DELIVER INTERNATIONALLY?
Yes, for a flat fee we can post your order up to 3 kgs worldwide. Please see our Shipping policy for more info.
CLICK & COLLECT
WHAT IS CLICK & COLLECT?
Click & Collect is a FREE service from us which allows you to select and order goods online and collect from selected stores. There are no delivery charges and no waiting around at home for your delivery to arrive.
Click & Collect orders are available for free pickup at all of our stores.
HOW DOES CLICK & COLLECT WORK?
- Choose from the great range of goods available on our website.
- Add the item to your bag and proceed to the checkout.
- Select the 'Collect from' option and the store.
- You will be notified by email to acknowledge that your Order has been received.
- A team member from the relevant 'Click & Collect' store will pick and process your Order. You will receive a second notification by email when your Order is ready for collection. Your will also receive a phone call from us as well. Just part of our customer service.
- Visit your nominated 'Click & Collect' store with your Order confirmation email and photo identification. Once the team member has verified your transaction, you may collect the goods.
WHEN CAN I COLLECT MY ORDER?
When your order is ready for collection, you will receive a notification email from us OR we will give you a call.
To avoid disappointment, please remember to wait for either our call OR give us a call before you come.
WHAT DO I NEED TO BRING ALONG TO COLLECT MY ORDER?
Please bring a copy of your order confirmation email (on your smart phone is fine) and photo identification.
CAN SOMEELSE PICK UP MY ORDER?
You may nominate a representative to collect the goods on your behalf. Be sure to let us know in advance by email OR via a message at check out.
When collecting the Order, the representative must supply a copy of the ‘order confirmation email and photo identification.
RETURNS & EXCHANGES
CAN I RETURN OR EXCHANGE MY PRODUCT?
Yes, you can return a faulty product for FULL refund. You can also return items for a store credit or exchange within 14 days of purchase. Please see our Returns & Exchange policy for more info.
HOW DO I RETURN OR EXCHANGE AN ITEM?
Please see our returns and exchanges page for full details.
