Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the ShineSister family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Now we ship internationally we use various courier companies to get your orders to you as fast as possible. To increase global shipping times we now send directly from ShineSister factory in China. They should be safely in your patiently waiting hands within 6-10 business days**. During national and international holiday and sale periods shipping times may incur delays.
Tracking numbers are provided and we suggest using Aftership tracking app or the track my order link on our website to follow your order.
If we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the Australia Post’s delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.
*Please note: If 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?
All orders include FREE and fast delivery, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from ShineSister HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery. You can expect your order to arrive within 6-10 business days* from the date of dispatch.
*Please note: Although couriers 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.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to our couriers, we will send you a shipping confirmation email which will have a ‘Track Order’ button. If the link does not work please use Aftership to track your order. Aftership Link Click Here
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although couriers quote us 6-10 business days for standard delivery, 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.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation.
Can I change my shipping address?
Oops, is your orders not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, unfortunately we cannot change the shipping address.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Currently, we ship to Australia, England and America.
We hope to ship to more counties in the future.
Are there any customs/import fees?
No, our sales are not likely to incur custom taxes or duties.
Product Questions
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any ShineSister product directly to that lucky recipient by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our ShineSister products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
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 understand shopping online can be difficult, thats why we offer a 30-day risk free, Perfect Fit Guarantee for first time customers. This means you can try our knickers from your first order worry free. If its not a perfect size fit, we'll gladly exchange for another size, if an exchange cannot be done, a refund will be offered. You'll have 30 days after receiving your order to request the Perfect Fit Guarantee.
To claim you Perfect Fit Guarantee, simply send us an email at hi@myshinesister.com.au.
Excluding the Perfect Fit Guarantee, We do not offer returns on:
-Change of mind,
-Size/colour selection mistakes,
-When multiple orders are made before first order has arrived.
If an item is deemed damaged or defective you will be offered a refund or exchange on that item. If the order is incorrect a replacement with correct product will be issued.
Please refer to our Refund Policy at the bottom of the website for full details.
Do I have to pay for returns?
In the event we need a product to be returned to establish a fault, we’ve got you covered. Returns postage fees for Perfect Fit Guarantee exchanges are paid by the purchaser. Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Please refer to returns policy.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable. other payment option lIke Paypal and Afterpay are also available.
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?
Yes! We offer Afterpay at checkout. If you are in Australia and registered for Paypal by 4 you can use this at checkout to following the Paypal pay option.
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All prices are displayed and charged in your local currency.
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! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@mysinesister.com.au . This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your ShineSister stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our ShineSister HQ is located in Golden bay, WA. Your ShineSister products start their journey to you from our factory in China. Our factory is the most central location and ensures all our customers world-wide receive their orders as fast as possible.
*Please note: Our ShineSister 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.