How long will my order take to arrive?
Depending on stock availability we do our best to ship within 48 hours and you will receive an email once your order has been dispatched. Your package will take approximately 2-3 days with Regular Mail (within Australia), 1-2 days with Express Post (within Australia) and 5-14 days Internationally.
There may be some variations in service delivery times, especially during peak holiday times. If you need an extra speedy service, please email us or call and we'll do our best to get our beautiful stockings at your door as quickly as we can!
What is your shipping rate?
We use Australia Post to ship our products. Currently we have two shipping options available within Australia:
Regular - Estimated delivery time is 2-5 business days, depending on your location. Cost is a flat rate of AUD$ 5.
Please note that Sweet Pins will not be held responsible for parcels sent using this method as it is not a trackable system.
Express - Estimated delivery time is 1-2 business days, depending on your location. Please allow 24hr for processing and dispatch of the order. Upon receipt of payment we will send you an email to inform you of your tracking code. Cost is a flat rate of AUD$ 9.50.
Do you ship outside Australia?
Yes, we do! And we want to make sure that your parcel arrives safely to you, wherever you are. For this reason we only offer trackable postage options to all countries outside Australia.
Registered International - A secure option, this method requires signature on delivery and provides a tracking number. Estimated delivery time is normally 3-10 business days, depending on location. Please feel free to email us for more details about shipping times and charges to your country.
With this type of shipping, SweetPins.com.au will be able to offer compensation in case the parcel is lost.
Can I get a refund or make a return?
This is our Return Policy, please read it carefully before making a purchase.
• If you would like to return or exchange an item, please first notify us by telephone or email
• Items can be returned for a refund or store credit and should be in their new, unused condition, unfolded within their original packaging and will all tags still attached
• To ensure that items are returned promptly to us, we recommend using Australia Express Post or another trackable delivery service
• Should the product arrive defective, Sweet Pins will take care of all postal expenses and reimburse any postage paid by the customer to return the item. For change of minds, customers will be responsible for the cost to return items to us
RECEVING A REFUND
All correctly returned products will be refunded as either a store credit or to the original purchaser’s credit card, excluding all shipping costs, international customs duties and sales taxes. Please note, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this.
EXCHANGES
Exchanges can be made for a different size of the product originally bought. You can exchange your purchase for a different item depending on stock availability.
I am in love with some stockings, but it says 'Temporarily Sold Out'.. What does it mean?
If a particular product (or size) is marked as Temporarily Sold Out, it means that it is currently out of stock, but we can still order it for you. Most of our products come from Italy, France and England, so it will take approximately 7-14 days to receive your items. However it's always a good idea to check with us first - email us or give us a call, we might have already re-ordered that style and it could be on its way!
I've received a lovely gift from Sweet Pins, but it doesn't fit me. What can I do?
If you have received one of our products as a gift and need to exchange it, please contact customer care on 02 8078 4727. Gift items can only be returned for a store credit.
How can I pay for my order?
SweetPins.com.au accepts all major credit cards (except American Express). All credit card transactions are processed via our bank's secure hosted page meaning that we do not see or hold any of your credit card details and financial information.
We also offer alternative methods of payment:
PayPal - One of the safest ways to pay online without sharing your financial information. You don't need to have an account. When redirected to the Paypal payment page, simply click on Continue and enter your credit card details.
When you use PayPal to pay online, you provide only your PayPal email address. We receive your payment from PayPal without ever seeing your financial information.
To help safeguard you against identity theft, every PayPal payment is followed by an email confirming your transaction.
Bank Transfer - You can pay the amount directly into Sweet Pins' bank account by direct transfer.
Account name: Sweet Pins Pty Ltd
Bank: Commonwealth Bank
BSB: 062 009
ACC: 1053 9415
Please quote your order number as a reference. Direct transfers between same banks normally clear within 1 day. For other bank institutions please allow 2-3 working days and for overseas transfers up to 5 working days.
Can I place an order over the phone?
Of course! If you don't feel comfortable ordering online, you can call us on +61 (0)2 8078 4727 Monday to Friday from 9am - 6pm (EST) or send us an email at contact@sweetpins.com.au and we will call you back as soon as possible.
I am required to wear hosiery at work. Do you offer corporate discount?
SweetPins.com.au will issue a special offer code for companies looking to purchase hosiery for their staff. Not only that.. you can set a 'subscription' and have the stockings mailed to you on a regular basis (each month, for example).
It's simple, cost effective and convenient. Contact us for more information on how to receive corporate discounts.
How can I pre order an item?
We love to offer you products that are a unique and exclusive. Sometimes that means that we only buy small quantities of a particular style and once it's gone.. au revoir!
Whenever possible we will give you the opportunity to pre order items so you can secure your favourite stockings or lingerie. Simply add the product to the cart and proceed to the payment page as with any normal purchases. We will send you regular updates on the status of your order and if you have any questions, you can always give us a call on 02 8078 4727 or email contact@sweetpins.com.au!
Do you offer discreet packaging?
We ship our products in pre-paid Australia Post satchels with no indication of content. On the package there will be your shipping details and our company name (SweetPins.com.au) and address only. For customers who require discreet packaging, we will abbreviate our company name to SP with no web address. If you have any special requirements, please make sure to add a note to your order, email contact@sweetpins.com.au or call us on 02 8078 4727.
Have you changed your shipping rates?
Yes. Starting from April 2011, Australia Post has increased prices for Domestic Parcels and Express Post and this has forced us to revise our shipping charges. We know you'd rather spend your money on gorgeous stockings, not postage! So from August 2011, we have reduced the price for Regular Delivery - which is the most popular option - from $5.70 to $5 (everywhere in Australia, delivery time 2-5 business days). Unfortunately we had to increase the price for Express Delivery from $8.50 to $9.50.
Do you offer layby?
Yes, we do! Please read carefully our Terms & Conditions here below:
Layby is offered on orders of $150 or more. A deposit to the value of 20% of the total purchase price (including shipping) is required to begin a layby and payments are to be made fortnightly.
Laybys should not exceed a 4 week period.
Failure to complete payments in the specified time makes the goods and the 20% deposit liable for forfeiture.
A lay-by can be cancelled by the purchaser within the 4 week period however the 20% deposit is payable as a cancellation fee.
Layby items cannot be exchanged or refunded after the layby has been finalised and collected.
Payment requests will be sent to you via email and can be fulfilled via credit card or Paypal account only.
If you wish to layby your order simply select the option at check out and you shortly after you will receive a payment request via email. For more info please feel free to email contact@sweetpins.com.au or call 02 8078 4727
What is your subscription service and how does it work?
Sweet Pins offers a monthly subscription service that sends luxurious stockings in the mail to your loved one.
It's very simple to use - select the duration of the package (once only, 3 months, 6 months, all year), the style (stockings, stay ups, tights or mix) and size.
We will take care of the rest!
WHAT CAN I EXPECT TO RECEIVE?
We are obsessed about stockings, so you can expect only the best quality and eye-catching designs from Sweet Pins! Most of our hosiery is made in Italy, France or England using the finest yarns and made to very high standards.
Each pair of stockings (or stay ups or tights) will be carefully hand wrapped in a lovely package and sent to you or your loved one, together with a handwritten note.
CAN I CHOOSE THE STYLE?
Yes! You can choose if you'd like full tights, stay ups or stockings (they require a garter belt to stay up. We have an amazing selection of suspender and garter belts, please let us know if you'd like to send one with your first package). You can also have a mix of all three!
However if there is a particular type of hosiery you love or hate, just let us know and we will do our best to match your preference. For example if you love, love, love seamed stockings send us a note and we will make sure you will receive plenty!
WHAT IS YOUR SHIPPING RATE?
Each package has a minimal shipping fee attached and you pay for shipping only once, up front. For Australia postage is only $5.00 (and you can select Express Shipping if you're in a pinch)
Europe, US and Asia Pacific have different prices. The best rate is when you purchase a subscription for a whole year.
HOW DO I CHOOSE THE SIZE? WHAT IF I GET IT WRONG?
We can update your subscription at any time, if you wish to change the size. Just send us an email!
To choose the right size, please follow the guidelines below:
small (4'8"- 5'2", 145-160 cm)
medium 5'1''-5'5'', 160-170 cm)
tall (5'5" - 5'9", 170-175 cm)
xtall (5'7"-6'1", 175-180 cm)
xxtall (up to 7'1'', 185 cm)
CAN I WRITE A DIFFERENT MESSAGE FOR EVERY MONTH?
Absolutely yes! Send us an email with the list of messages for each month. For example:
December - You'll look gorgeous in these. January: You put them on, I take them of..
CAN I HAVE A REFUND OR EXCHANGE?
For hygienic reasons we are unable to exchange or refund stockings sent via our subscription service. If you are unhappy with our service or products, please let us know and we will do our best to improve.
