We're Here to Help

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.

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!

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 for me 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.

Orders

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!

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.

What if 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.   

My Account

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.

How do I reset my password/change my address/other account details?

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.

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.

Help! 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.

Delivery

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 for me 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.

Do I need to be home to sign for my order?

No you do not. You can select the shipping instructions from the drop down menu at check-out.

I have 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.

What if 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.

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.

Help! 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! Australia Post also offers a free parcel locker service - click here for more information!

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 item/s?

Simply visit our Returns Page and enter your email address and 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 checked-out using AfterPay, Klarna, LatitudePay, OpenPay or ZipPay you will be store credited as per our returns policy.

Product info

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 really want but its 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/Facebook before but now I cant see it online?

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.

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.

Where can I get the sizing/measurements for your products?

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.

Payments

What payment methods do you accept?

We gladly accept the following payment methods:

Credit Cards

- Amex

- Mastercard

- Visa

Buy Now, Pay Later

- Afterpay

- Klarna

- LatitudePay

- Openpay

- 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/promo 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 Voucher?

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.