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How to contact us

For all enquiries, please contact us 

Email: help@simplecoolgirl.com

We will endeavour to get back to you within 24 hours

 

Store currency

Our store currency is AUD. For customers from the rest of the world, please use the currency converter in our store when you shop.

 

Delivery information

We offer free tracking postage within Australia for order over $80, and free tracking postage worldwide for order over $100 (exclude Warehouse clearance)

 
Australia

For standard delivery, the delivery fee will be $10 per order for order under $80 (take up to 7-12 days to arrive depend on location).

In order to help you receive your parcel ASAP, orders will be delivered by either Aupost or Courierplease if sent from our Australian warehouse. If orders sent from our oversea warehouse, we will use 4px to deliver our orders. And once the order arrive the destination country, it will be delivered by Aupost or fastway courier

Rest of the world

 For standard delivery, the delivery fee will be $ 12 AUD per order for order under $ 100 AUD (normally take up to 7-12 days to arrive, sometimes can be faster). 

In order to help you receive your parcel ASAP, we use 4px as our delivery company, orders will be delivered by either Aupost, or your local post office once arrive destination country 

United Kingdom

For standard delivery, the delivery fee will be $10 per order for order under $100 (take up to 4-5 days to arrive depend on location).

New Zealand

For standard delivery, the delivery fee will be $12 per order for order under $100 (take up to 7-12 days to arrive depend on location).

 

Warehouse clearance:

Please note that we do not offer free shipping for warehouse sale items due to the low selling price. However, we'll keep the shipping costs as low as possible. If you have any questions, feel free to contact us.

 

Australia (take up to 2-8 days)-- 10 AUD

New Zealand (take up to 7-10 days)-- 15 AUD

United State (take up to 7-12 days)-- 17 AUD

United Kingdom(take up to 7-15 days) -- 20 AUD

Asia(take up to 7-15 days) -- 15 AUD

Europe(take up to 7-15 days) -- 20 AUD

 

Order placed before 3 pm Australian time will be shipped on the same day.  Some products might take up to 3 business days to process, we will notify you if your order take longer to be shipped.

 

Note: We want to let you know that while we'll do our best to get your order to you as quickly as possible, we can't guarantee delivery within the estimated time frame. These dates are provided as a guide only.

If you're looking to receive your parcel sooner, we'll make every effort to ship it to you as soon as we can.

If you experience any issues with your delivery, please don't hesitate to contact us for information. For the quickest solution, we recommend contacting your courier service directly.

Please note that most orders will be shipped from our warehouse in China, while some may be sent from our office in Sydney, Australia. We'll provide you with a tracking number as soon as your order is shipped so you can easily monitor its progress.

 

About delay or stolen packages: Please note that we cannot accept responsibility for delays, missing, lost, or stolen packages due to actions by our courier or incorrect addresses provided to us. Utilize your tracking information to monitor the shipping progress and ensure your presence at the designated location to personally receive the parcel, especially if your area is prone to parcel theft. In the case of a missing or stolen parcel, please reach out to your local delivery courier for resolution and inform us of how we can assist in this matter. We kindly request your understanding and refrain from posting negative reviews in the event of any of these events happened beyond our control

 

About tax and duty: Please note that customs may apply taxes to your package upon arrival in the destination country. We do not prepay these taxes and the amount is determined by the country's customs regulations. Any tax or duty imposed on your package is your responsibility.

We cannot be held responsible for any taxes or fees charged on your package by customs. If you refuse to pay the taxes or duties charged, we won't be able to issue a refund. Additionally, failure to pay taxes may result in the package being destroyed by the delivery courier.

If you have any questions or concerns about taxes and duties, please don't hesitate to contact us. We're always happy to help and ensure that your shopping experience is a positive one.

 

Abnormal delivery time: We estimate that your order will arrive within 3 weeks of purchase. To track your order, please use the tracking number we provided. Please note that if your order is returned to the delivery courier's warehouse, we cannot be responsible for it.

If it takes over a month for your order to arrive, please don't hesitate to reach out to us for assistance. We're always happy to help and ensure that your shopping experience is a positive one.

 

About tracking your parcel through 4px platform:

The tracking number shown in the system(labelled in red) will be the tracking number for the delivery courier in your country. AUSPOST for Australia, NEW ZEALAND POST for New Zealand, USPS for America, Yodel or Royal mail for United Kingdom. 

Or you can track your parcel through 17track: https://www.17track.net/en

 

Payment information

We accept payment via credit card (Visa/Mastercard/AMEX), Paypal and digital wallets such as Apple Pay and Google Pay. And we also offer Afterpay.

An invoice that confirms receipt of your order will be sent once you make payment for your order

 

Return 

We want to make sure you're completely satisfied with your purchase. If for any reason you're not, we have a hassle-free return policy in place. We offer refunds on both store credits and ORIGINAL PAYMENTS! If you're located within the country, you have 14 days after receiving your item to request a return and send it back to our office in Sydney

To start a return, you can contact us at Help@simplecoolgirl.com and inform us how you like your return. We’ll send the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We also offer an instant refund with Refundid. This option is only available to customers located in Australia and America. There will be a $10 processing fee for receiving the instant refund and this option is only available for orders under $100 paid with credit card. Please make sure to lodge the return at the post office within 7 days and make sure your item is delivered within the return time frame before the refund is reversed by Refundid.

*Not eligible for exchange orders or purchases made with store credit.

For our international customers, we understand that shipping can take longer, so we provide a 30-day return policy. You have 14 days after receiving your item to request a return and another 14 days to send it back to our office in Sydney using your preferred courier.

 

We now offer free return shipping for full-price items (items discounted less than 30%), if you select the return as online store credit (please email us for more information).

 

We have two options for return:

  • Online Store Credit -  110% of your order as store credit + FREE RETURN SHIPPING!

- Within Australia: email us for requesting a shipping label

- Outside Australia: Ship your return with your choice of delivery, and we will add an extra $25 AUD to your store credit

  • Refund to the original payment -   Ship with your choice of delivery at your own cost. 10% of your refund will be deducted for the cost of the bank transaction fee and payment platform charges.

    Kindly be aware that as a small business, we do not collaborate with any delivery courier. Consequently, we are unable to furnish a shipping label for international orders due to varying costs across countries. Additionally, we regret to inform you that we cannot cover the expenses associated with return shipping. Since we incur the same shipping costs as you when shipping orders, and our profit margins are minimal, absorbing this additional expense would pose a considerable challenge for our operations. We appreciate your understanding in this matter.

     

    To be eligible for a return, your item must be

    - In the same condition that you received it

    - Unworn or unused, with tags, and in its original packaging (if the package is reusable)

    - Free from make-up, stains and any scent (including deodorant and perfume)

    - Not a final sale item (any items with a discount over 30% off)

    - Not a customized item (eg. Tailor to fit)

    - Not purchased with store credit

    You’ll also need the receipt or proof of purchase. If your return does not meet the conditions, it will not be refunded and returned to you.

    Note: If the order contains a gift, it needs to be all returned together. Or the refund will be returned with the price of the gift deducted.


    Note: all international returns need to be shipped to our office in Sydney

    You can always contact us for any return questions at Help@simplecoolgirl.com

     

    Return shipping suggestion outside Australia

    We regret to inform you that we're unable to provide a postage label for returns from outside of Australia due to the varying costs involved. However, we're happy to offer a longer return window of up to 21 days if you choose to ship the item back to us using your preferred courier.

    If you do choose to return your item, please ensure that it meets our return conditions and that you obtain tracking information for your shipment. We recommend using a reputable courier to ensure safe and timely delivery of your package.

    If you have any further questions or concerns about our return policy, please don't hesitate to contact us. We're always here to help and make sure that you have a positive shopping experience with us.

    Suggestions:

    Just to provide a point of reference, the starting cost for shipping an item from Australia to other countries is 20 AUD per 0.5 kg.

    For customers in UK, we suggest using Royal mail for sending your return to us. The shipping price will start from 4.9 pounds.

    For customers in US, we suggest using USPS for sending your return to us. 

    The shipping price will start from 12 USD.

      

    Damages and issues

    We kindly ask that you carefully inspect your order upon receipt and notify us immediately within 24 hours if you notice any defects, damages, or if you receive the wrong item. In order for us to better assist you, please provide digital images of the issue in your email to us.

    Our team will assess the issue and determine if it's a problem with the item itself. If it is, we're happy to replace the faulty item and offer free shipping for damaged items that need to be returned to our office.

    We value your satisfaction and want to ensure that you have a positive experience with us. If you have any further questions or concerns, please don't hesitate to reach out to us.

     

    Exceptions / non-returnable items

    Certain types of items cannot be returned, including discounted/sale item, vintage collections, gift cards, bags and all accessories. But we offer exchange for discounted/sale item for different size if it doesn't fit well. Please get in touch if you have questions or concerns about your specific item. 

     

    Exchanges

    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item with code that we provided.

    Unfortunately, we do not offer free shipping for exchange. You need to ship the item back to our warehouse. And international order, exchange item need to be shipped back to our Australian warehouse. Sorry for the inconvenience.

     

    Refunds

    We'll gladly keep you posted as soon as we receive and review your return. We'll inform you promptly if your refund is approved. If you choose to refund your original payment, there will be bank transaction fees and payment platform charges involved and we'll need to deduct 10% of your order cost from your refund. Please also keep in mind that it may take some time for your bank or credit card company to process and post the refund to your account.

     

    Cancellation of orders

    If you need to change your address or cancel your order, please note that our shipping team operates at a high speed. Therefore, you may have a window of one hour after placing your order to make these changes. However, if your order is already prepared for shipment or in transit, we regret to inform you that cancellation will no longer be possible.

    We want to make sure your shopping experience with us is as smooth as possible, so we kindly ask that you double-check your shipping address before placing your order.

    If, for any reason, we are unable to fulfill your order and provide you with the products you've purchased, we will immediately let you know and refund you the full amount you paid. We're committed to providing you with the best service possible, and we appreciate your understanding.

    If you have any questions or concerns, please email help@simplecoolgirl.com

     

     

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