FAQ

For further FAQ help or questions, our Customer Care Team can be contacted via email at contact@thatssofetch.com.au

DELIVERY

Where do you ship to?

We ship worldwide!

How much is shipping?

We ship worldwide and provide numerous shipping methods. For more information regarding shipping and pricing, please click here. https://thatssofetch.com.au/pages/shipping

When will my order be shipped?

All orders placed prior to our 4pm AEST cut off time frame will be shipped the same day. Orders placed after this cut off will be sent out at the next business day. Please note, we only ship on business days, this therefore excludes public holidays and weekends.

When will I receive my tracking details?

Once your order is shipped, you will receive shipping confirmation and tracking details after 6pm AEST. You can track your order using this link. https://auspost.com.au/mypost/track/#/search

Will I be charged duty taxes on my order?

International delivery costs do not include any taxes or duties which may be applied by customs authorities at the destination country. Any duties or taxes incurred are the responsibility of the delivery recipient. That’s So Fetch has no control over the important fee charged and will not be responsible for payment of any duties or taxes.

How long does shipping take?

You can enter your postcode here. *INSERT LINK* This will give you an estimate on shipping timeframes for your destination.

RETURNS

How do I return an item?

You can return your item using our returns policy page. To start the returns process, please select your location on the page. Here is the link. https://thatssofetch.com.au/pages/returns-policy

Can I return a sale item?

Yes, we do accept sale item returns (unless specified otherwise). This excludes items of a hygiene risk, such as; swimwear, bodysuits, intimates, jewellery, etc.

Can I return more than one item or multiple orders in one parcel?

Yes of course! Please include all relevant information (such as your order number(s)) so that our return team can process this for you as promptly as possible.

How long does it take to process my return - AU ?

Once your return has arrived at our warehouse, please allow for 48 hours for our team to process your return. If after tracking your item and your return has not been processed within 48 hours, please contact our support team.

How long does it take to process my return - NZ & USA?

Once your return is processed and marked as “in transit”, please allow for 48 hours for our team to process your return.

How long does it take to process my return - Rest of World?

Please contact our customer service team to process your return, as we have different return options for those in the rest of the world.

Can I exchange an item?

Yes, you can definitely exchange your item. When returning, please notify our team via email if you would like to exchange for a particular item and they will be able to help you out with this process.

What do I do if I have received a faulty item?

If you believe your garment is faulty, please contact our support team as soon as possible. Please also provide us with your relevant information, such as; photos, order number, etc. for this fault.

How long do I have to return an item?

As per our returns policy, items must be returned within 14 days (for Australian customers) and 30 days (for International customers).

What do I return my items in?

You can use the packaging that the parcel was delivered in. Alternatively, if your packaging is not in a condition where this is applicable - you can purchase a postal bag/satchel from your local post office at your own expense.

How do I return my order - NZ?

Please lodge your return here. https://thatssofetch.com.au/pages/returns-policy To begin the process, please choose the correct destination country in relation to the website you have purchased from.

How do I return my order - US?

Please lodge your return here. https://thatssofetch.com.au/pages/returns-policy To begin the process, please choose the correct destination country in relation to the website you have purchased from.

How do I return my order - Rest of World?

Please contact our customer service team to process your return, as we have different return options for those in the rest of the world.

Afterpay returns?

Yes, we definitely accept Afterpay returns. We will issue a credit as replacement/exchange that your afterpay payments will pay back and our credits don't expire so you can hold onto it for as long as you like.

PAYMENT / GIFT CARDS / STORE CREDIT

Will my store credit expire?

Our store credit’s do not have an expiration date, so you can hold onto these for as long as you would like.

Do you sell gift cards?

Yes, we definitely do sell gift cards. The page to purchase is linked here. https://thatssofetch.com.au/collections/new-collection/products/gift-card?_pos=1&_sid=1919d41f1&_ss=r&variant=32065669005410

How do I use my discount code or store credit?

There will be a ‘discount code or gift card’ bar at the checkout that this code can be applied to. Please ensure your code has been applied prior to proceeding with your order as once it has been placed this cannot be changed.

Where is the discount / gift card bar on my device?

When proceeding via checkout, there are two different ways this will appear (desktop and mobile version). For desktop users, a discount code or gift card bar will be on the right hand side of your screen underneath your chosen products. You can add the code and hit apply. For mobile users, at the very top of your screen will be a “show order summary” drop down, the same bar will be underneath your chosen products here, you can add the code and hit apply.

Why type of payments do you accept?

We accept the following payment methods: Mastercard, VISA, American Express, Bitcoin, PayPal, Afterpay, ZipPay and LayBuy.

What currency are your prices in?

This will be dependent on what page you are shopping on. E.g. If you are shopping on the AU website, prices will be in AUD. You can alter the currency to your destination country by clicking the AUD button in the top right corner of our website.

PRODUCT & STOCK

Are your items true to size?

You can view our size guide here. https://thatssofetch.com.au/pages/sizing-charts We use standard Australian sizing, however each garment can fit differently depending on fit and style.

How do I know what size to order?

We encourage you to read the garment description for each individual product, as our size guide does not cater for individual products. Alternatively you can also email us for further, more detailed information.

How often do you restock items?

We definitely restock items frequently, however individual items can take more time than others - or may have completely sold out. The easiest way to be notified is to sign up for our back in stock email notifications.

How do I sign up for restock emails?

You can visit the page for the item you are after, click the size you need, a pop up of 'notify me when back in stock' will appear, and you can input your phone number and email to receive text and email notifications.

MY ORDER

I did not receive a confirmation email from you.

Our order confirmations are sent out immediately when your order is placed. Please keep in mind to check your junk and spam folders as well as our emails sometimes end up here. If you have not received our confirmation email, there is a chance something was entered incorrectly. Please email our team if this is the case.

I did not receive a shipping confirmation or tracking from you.

We only ship on business days, so if you have ordered over the weekend this would be why you have not received this information. Our shipping/tracking email gets sent out by EOD on the day your item has been shipped.

My order has been marked as delivered but I have not received it.

We are sorry to hear that you have not received your order as of yet. Please check around your property (posties can leave it in strange areas they deem safe) and check with your neighbours before emailing us. If your order is still missing, please contact our customer service team.

How can I cancel my order?

Sorry, we are unable to cancel your order for a refund as per our terms and conditions, but if you wish to exchange for another item or a store credit, we can certainly do that for you.

Can I change my shipping address?

We can help change your address over, as long as your item has not left our warehouse yet. Please email us immediately to help change over your address for you.

What should I do if I have received an incorrect or faulty item?

If you have received an incorrect or faulty item, please contact our customer service team immediately and they will resolve this for you.

Where can I find my order number?

Your order number is provided in your confirmation email, however if you have accidentally deleted this feel free to contact our support team and we can grab this for you.

Do you have a separate website for NZ or US customers?

Yes, we definitely do have separate websites although you can still order on our AU site.. NZ customers can use: thatssofetch.co.nz and US customers can use thatssofetch.com. If you happen to be on the incorrect site, a pop up will occur that will help redirect you to the correct website.

I have ordered the wrong size or item, can this be changed?

If you have ordered the wrong size, please follow the instructions on our returns page to help process this and exchange for the correct size. Here is the link. https://thatssofetch.com.au/pages/returns-policy Alternatively, if you have only just ordered please feel free to contact our team and they will be able to resolve this for you.

I am missing items from my order.

Please contact our support team to rectify this issue and we will get back to you as soon as possible. Please provide all relevant information.

Can I change my billing address?

Unfortunately we are unable to change your billing address once your order has been placed. Nothing is sent to your billing address, as long as your shipping address is correct, everything will be fine!

TECHNICAL ISSUES

How do I reset my password?

Forgot your password? That’s okay! If you head over to our account page, you can click ‘forgot your password?’ and reset your password here. https://thatssofetch.com.au/account/login

Why can’t I sign into my account?

Please be sure to check that your email and password is correct. If you are still having troubles, maybe try resetting your password first. If you are still struggling, please contact customer care.

How can I change the details on my account?

If you download our TSF app, you can head over to the ‘My Profile’ tab. One logged in, you can scroll to the bottom and click edit addresses details, this is where you can update your name, number and address.

Can I add multiple discount codes to my order?

Sorry, only one discount code can be applied per order. Discount codes must also be applied at checkout and cannot be changed or altered afterwards.

OTHER / MISC

Where are you located?

We are located in Melbourne, Australia.

Do you offer wholesale?

Sorry, we unfortunately do not offer wholesale on our stock.

How often do you release new items?

We upload new products weekly, be sure to always keep an eye out on our socials to be updated, as well as sign up to our mailing list for frequent updates and insights. To sign up, please click here. *INSERT LINK*

Can I hold items in my cart?

Unfortunately items cannot be held in your cart. You will receive a “forgot your items” reminder via email when you have left garments in there. However, items can still sell in this time and products in your cart may have sold out when you go back.

Can’t find what you are looking for?

Please contact us and our team will get back to you as soon as possible. You can find the email address for our customer care team at the top of our FAQ page.

Is there a That’s So Fetch store I can visit?

We currently have a store opened at Pacific Werribee Shopping Centre. Please note that this store is subject to available stock, and does not have everything our website provides.

COLLABORATE WITH TSF

I would like to collaborate with TSF. How do I do this?

If you would like to collaborate with us, please contact collabs@thatssofetch.com.au. Please note we do get a large amount of requests for collaborations, so allow 7 days for a reply.