FAQs
Shipping & Delivery
How does shipping and delivery work?
Yay! You placed an order – welcome to the Baddie Club 💕
We’re so excited you’re here. Once your order is placed, our team will carefully package your items and get them shipped out within 24–48 hours.
If your order includes a mix of goodies, you might receive a few separate parcels—this just helps us get everything to you as quickly as possible!
We ship via Australia Post, and your order should be in your hands within 3–7 business days**.
As soon as your order is on its way, you’ll receive a shipping confirmation email.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
We offer $10 flat rate shipping in Australia. For orders over $70, enjoy free shipping.
When will my order arrive?
Once your order is picked and packed, the magical journey from Supachi HQ to your front door begins.
All orders include fast delivery Australia-wide. You can expect your order to arrive within 5-9 business days* from the day you place it.
*Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
Help, I think my order is lost/hasn’t been delivered?
Think your order’s gone on a little adventure?
Australia Post usually gets your goodies to you within 5–9 business days, but hey—sometimes life throws a curveball and things take a little longer than expected. If that happens, your tracking might show a “delayed” status while it sorts itself out.
If it’s been 20 days and your parcel still hasn’t arrived, don’t stress—reach out to us and we’ll kick off an investigation with Australia Post to get things moving.
*Please note: If you’re having trouble with your delivery, we recommend touching base with Australia Post directly first. We know delays are a pain (trust us, we feel it too!), but we do need to follow their process. Once you’ve spoken to them, just let us know—then we can step in and follow up on your behalf to help sort things out as quickly as possible.
Can I change my shipping address?
oops, did your order head to the wrong address?
No worries,we’ve got you. If your order hasn’t been shipped yet, just shoot us a message with the correct details and we’ll update it for you.
Already shipped? Don’t stress, you can still try to redirect it using the Australia Post tracking link in your shipping confirmation email.
*Please note: We can only send your order to the exact address you provided at checkout. If the address was entered incorrectly and the parcel is delivered there, unfortunately, we’re unable to retrieve it—so double-check those details before placing your order!
Are there any custom/import fees?
All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We totally get it—you’ve been meaning to return it, but life happens. No worries, we've got your back. You've got 30 days to make that tough decision, and we’re here to help you every step of the way. Check out our return policy for all the details.
Can I return my order for a refund?
We get it, sometimes things just don’t work out. If that’s the case, no stress, you can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long does it take for my return/exchange to be processed?
We’re hustling behind the scenes to get your products in and out of our fulfilment centres, but we need a little help from you. Send us a pic of your post office receipt as proof that your return is on its way. Once we’ve got that, we’ll process your exchange or refund immediately.
Forgot the receipt? No worries—just know we’ll have to wait for the package to land back in our warehouse before we can do anything.
How long does it take for my refund to be processed?
We’re bummed to see you go! If you're getting a refund, you’ll get an email from us confirming it’s all sorted on our end. From there, give it 2-5 business days to hit your account—depending on your bank. If it’s taking longer, we suggest giving your bank or payment provider (like Afterpay) a quick nudge.
Payments
How secure is your payment?
All jokes aside, your privacy and security are top priority for us. We use Shopify Payments, a super secure and highly encrypted system that’s all about keeping you safe.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too.
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though.
How do I use a discount code?
At checkout, pop your discount code in the box on the first page and hit 'Apply'—you’ll see your savings before payment.
*Please note: You can only use one code per order. If you're grabbing multiple bundles, place separate orders. Strikethrough prices may include the discount code mentioned, so check email offers for details on eligible items!
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action. Reach out and fill us in on the issue—don’t forget to attach photos so we can sort it out ASAP!
I need to cancel or change my order!
It happens! If you need to CHANGE or CANCEL your order, shoot us an email ASAP with the subject line "CHANGE" or "CANCEL" and we'll do our best to help. But if it's already on its way, you'll have to go through our returns process.
We’re fast at getting orders out, so sometimes we can’t catch them before they ship. Once it's placed, we can’t guarantee any changes, so double-check those items before hitting confirm!
How do I contact you?
Sliding into our inbox is the way to go. You can reach us right here or email us at hello@supachi.com. It helps us keep track of everything so we can help you out ASAP. We’re only human, so bear with us—we’re hustling to get back to you. And no worries, we promise we won’t leave you on ‘read’.
How do I provide feedback?
We’re all about being the best, so we love hearing what you think! And your BRAND stories? Oh, they totally make our hearts melt. We adore seeing our products out there being loved! Got feedback for us? Don’t be shy—send it right here!
Where are you located?
Our Supachi HQ is located in Melbourne, VIC. Your Supachi products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our Supachi HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
