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Frequently Asked Questions

What can we help you with today?

Popular questions

Has my order been shipped?

Once your order has shipped, you will receive an email confirmation with tracking. You will also receive status updates via email from our shipping booking partner, Shippit. If you have not received any of these, please check your spam/junk folder.

You can also click here to track your order or download the Shop app here to get delivery updates from cart to home in one place. 

If you are having trouble tracking your order please contact us and we will be more than happy to assist.

What is the status of my order?

Click here to track your order or download the Shop app here to get delivery updates from cart to home in one place. 

How do I return my item/s?

Simply visit our Returns Page and enter your email address and order number to get started.

How long will it take to receive my order?

Please refer to our Shipping Page for estimated shipping timeframes. Note times are indicative only and during peak/sale seasons you may experience delays of up to a few days.

Where can I get measurements for each product?

You can find these on the product description page of each item - simply click on the size guide icon for garment measurements, size guide and information on how to measure your fit. 

Size guides for all categories can also be found here.

Orders

Do I need an account to place an order?

Yes - this allows you to track your order, lodge returns, redeem store credits and build your wishlists.

It’s fast, easy and free. You can create an account here.

I can't log in to my account

Please contact us so we can assist you further.

If you have forgotten your password, simply click the “Forgotten Password” link on the login page. You will be sent an email with instructions on how to reset your password.

How do I reset my password?

If you’ve forgotten your password, simply click the “Forgotten Password” link on the login page. You will be sent an email with instructions on how to reset your password.

A product has disappeared from my cart?

This means that the item has sold out.

If a product is no longer available, you can set up a back-in-stock alert by selecting your size and following the prompts - we will notify you via email as soon as stock arrives or becomes available for preorder.

What is the status of my order?

Click here to track your order or download the Shop app here to get delivery updates from cart to home in one place. 

Can I add an item to my order after I have placed it? Can I cancel my order?

Due to our fast processing times we are unable to amend or cancel an order once it has been placed.

I am having trouble processing my order

If you are having issues placing an order please contact us and we will be more than happy to assist.

I haven’t received an order confirmation

Please check your junk/spam folder and that the funds have been taken from the payment method you selected. If you still haven’t received a confirmation of your order please contact us and we will be more than happy to assist.

I have received a faulty/wrong item in my order/ there is an item missing from my order

We’re so sorry about this! We work hard to ensure all garments and orders are checked thoroughly before dispatch but there are rare occurrences of human error (nobody is perfect, but we are pretty dang close). Please contact us and we will take care of this for you.   

How can I find my previous orders?

Your order history is displayed in your account dashboard. You can also refer to your order confirmation emails - don’t forget to check your spam/junk folder just in case!

You can login to your account here.

Rewards

What is St Frock Rewards?

St Frock Rewards is our loyalty program, where you get rewarded for being you. St Frock Rewards gives you early access, exclusive offers and fabulous perks depending on your reward tier. Find out more here.

How do I join St Frock Rewards?

To become a member, you must create an account and place your first order with St Frock. Existing customers are automatically a member of St Frock Rewards. St Frock Rewards membership is free to all Australian residents aged 18 and over.

Do I need to join St Frock Rewards if I am already a St Frock customer?

No. If you have placed an order with St Frock in the previous 12 months you automatically become a member of St Frock Rewards.

How does St Frock Rewards work?

St Frock Rewards recognises you based on your total points earned within a 12-month period, starting from the day you join. You will be eligible for a range of rewards which increase in value based on which membership tier you are in.

What information do I have to provide to join St Frock Rewards?

The usual sign up information of first name, last name, address, phone number will need to be provided, however you can also submit your date of birth to receive a reward on your birthday!

How do I access my St Frock Rewards account?

You can login your account here then simply navigate to the loyalty widget at the bottom left of your screen.

Will I get a St Frock Rewards membership card?

No, St Frock operates online only, so a membership card is not required. As long as you are logged in, you will be able to add to your spend balance and access your rewards.

What are the St Frock Rewards levels?

St Frock Rewards levels are based on points earned within a 12-month period (commencing from 4pm on 25/03/24)

  • Pink Tier = 1 to 299 points
  • Silver Tier = 300 to 899 points
  • Gold Tier = 900 to 1799 points
  • Diamond Tier = 1800 points or more
How do I know which level I’m in?

You can check your level, points balance and rewards by logging into your account here then simply navigate to the loyalty widget at the bottom left of your screen.

How do I maintain or level up in St Frock Rewards?

In order to stay in Pink, Silver, Gold or Diamond Tier, your total balance over the 12 months prior must equate to the points threshold for that level.

Once you have accumulated a balance over the points threshold for each level, you will be moved into that level within 72 hours.

How long will it take to update my balance after a purchase?

Your points balance can take up to 72 hours to appear in your account.

Does my St Frock Rewards membership expire?

Your St Frock Rewards membership will not expire. However, your level status will be re-assessed yearly based on points earned and the relevant level applied to your membership.

What happens to my balance when I return products?

If you return a product for a store credit or refund, the points you earned for that product will be deducted from your points balance.

When will I receive my birthday reward?

To receive your birthday reward, you must have entered your birth date into the field on your account at least 30 days prior to your birthday and be opted-in to our email communications. We can only send your reward if you’ve added a valid date of birth to your account. To see if we’ve got your birthday please check your account page here.

Can I refer a friend to St Frock Rewards?

Yes! When you refer a friend to St Frock Rewards they will receive an email with a unique link to access their $20 voucher. Once your friend makes a successful purchase of over $100 we will then email you your exclusive $20 voucher. You’ll receive a $20 voucher for every successful friend referral.

To get started simply enter your friends email address into the refer a friend section on the St Frock Rewards page here. Please note your Refer-a-friend voucher can’t be used in conjunction with any other St Frock discount code or reward.

Do my rewards have an expiry date?

All rewards that St Frock issue have a set expiry date. Members are required to redeem these rewards within the valid period. Each type of reward will have varying expiry timeframes. You can view this information by logging into your account or by referring to your reward email notification.

Delivery

Can I collect my order?

We now offer Collect within Australia. Simply,

1. Select Collection Point in cart

2. Choose from 5,000+ Australia Post, Parcel Locker and Retail locations across Australia

3. We'll email you when your order is ready to collect

Has my order been shipped?

Once your order has shipped, you will receive an email confirmation with tracking. You will also receive status updates via email from our shipping booking partner, Shippit. If you have not received any of these, please check your spam/junk folder.

You can also click here to track your order or download the Shop app here.

If you are having trouble tracking your order please contact us and we will be more than happy to assist.

How long will it take to receive my order?

Please refer to our Shipping Page for estimated shipping timeframes. Note times are indicative only and during peak/sale seasons you may experience delays of up to a few days.

I accidentally put the wrong details on my order, am I able to change it?

Due to our fast processing times, we are unable to guarantee that your order details can be updated. If you have provided an incorrect shipping address, please contact us and we will do our best to assist. St Frock cannot be held liable for delays or lost items due to incorrect information.

I haven’t received my order

Please refer to our Shipping Page for an estimation of shipping timeframes.

You can also click here to track your order or download the Shop app here to get delivery updates from cart to home in one place.

If you are having trouble tracking your order please contact us and we will be more than happy to assist. Please keep in mind that once your order has been dispatched from our warehouse, your order becomes the responsibility of the courier/postal service.

My order has been returned to sender

Occasionally orders may be sent back to us due to an incomplete address or because the order was not collected from the post office. If your order has been returned, we will contact you to organise re-delivery, however you will be liable for any reshipment costs. 

Do you ship internationally?

Yes! Please visit our Shipping Page for further information.

Do you deliver to Parcel Lockers and PO Boxes?

Yes we do!

We also now offer Collect. Simply,

1. Select Collection Point in cart

2. Choose from 5,000+ Australia Post, Parcel Locker and Retail locations across Australia

3. We'll email you when your order is ready to collect

Can I have my order sent to my work?

Of course! During check-out simply ensure all business details are correct including company name, floor/level number etc.

Returns

What is your Returns Policy?

Please visit our Returns page for information on returns and exchanges.

How do I return my items?

Simply visit our Returns Page and enter your email address or phone number along with your order number to get started.

Have you received my return?

Returns must be submitted via our Returns Page. Simply enter your email address and order number to get started.

Please note it’s your responsibility to ensure your items are returned safely back to us. St Frock is not liable for missing returns. If you return via another method, we recommend you select express shipping with tracking.

Once we receive your return, we allow up to 8 business days to review and process your store credit. You will receive a confirmation email once your return has been processed. 

Do I need to pay for my return?

Free returns are available for Australian customers only.

What happens if I return an item purchased using Buy Now, Pay Later?

If you placed an order using AfterPay, Klarna or ZipPay you will be store credited as per our returns policy.

Product

Where can I get measurements for each product?

You can find these on the product description page of each item - simply click on the size guide icon for garment measurements, size guide and information on how to measure your fit. 

Size guides for all categories can also be found here.

The product I want to buy says it’s a “Pre Order”, what does this mean?

This means that the item has sold out but has been re-ordered. You can place an order for the item and once stock becomes available we will ship it to you. All pre order information including estimated time frames can be found in the product description.

Please note: Pre orders are sent via standard shipping and cannot be refunded or exchanged prior to shipping. Pre-orders are unavailable for purchase outside of Australia.

Can you put an item on hold for me?

Unfortunately, we are unable to hold items. We recommend placing your order as quickly as possible to ensure you don’t miss out.

There’s an item I want but it's out of stock, is there anything I can do?

If a product is no longer available, you can set up a back-in-stock alert by selecting your size and following the prompts - we will notify you via email as soon as stock arrives or becomes available for preorder.

I saw an item on your website/advertised online but now I can't find it

If you have tried searching the item using the search function and you are unable to find it, this means the item is no longer available to purchase.

Payment

What payment methods do you accept?

We gladly accept the following payment methods:

Credit Cards

- Amex

- Mastercard

- UnionPay

- Visa

Buy Now, Pay Later

- Afterpay

- Klarna

- Zip Pay

Express Checkouts

- Apple Pay

- Google Pay

- Paypal

- Shop Pay

St Frock

- Gift Card

- Store Credit

I returned an item and received my Store Credit, how do I use it?

Ensure you are logged into your account at time of purchase. At the Cart step of check-out simply select the ‘Use store credit’ option, then either select ‘CHECK BALANCE’ to verify your current balance or ‘APPLY’’ to use your available credit towards your order total.

Store Credits are valid for 12 months from date of issue.

How do I use a discount code?

At the Cart step of check-out simply select the ‘Apply discount code’ option, enter the code then select ‘APPLY’.

If the code is showing as unsuccessful, ensure you’re using capitals and there are no extra spaces at the beginning or end. Please also check that you have met any terms and conditions such as exclusions, minimum spend and expiry.

How do I use my Gift Card?

To redeem a Gift Card: At the Cart step of check-out simply select the ‘Apply gift card’ option, enter the gift card number then select ‘APPLY’

You can purchase a gift card here. Gift Cards can be emailed to the recipient of your choice.

You can check the balance of your Gift Card here

My order status is showing as suspected fraud

No need to worry! Your order has been flagged for manual review by our security gateway and we will ship it as soon as possible. If there are any issues we will contact you directly.