FAQ
Answers to the questions we hear most often. If yours is not here, email us and we will get back to you during support hours.
Ordering
How do I place an order?
Choose your colour and size on the product page, add the piece to your cart and go to checkout. You will see the total in Australian dollars before you pay, and shipping is free, so the price you see is the price you pay. You receive an order confirmation by email straight away.
Can I change or cancel my order?
Yes, up to the moment the parcel is handed to the carrier. Email us with your order number as soon as possible and we will change or cancel it. Once the carrier has the parcel, the 30-day return and exchange policy applies instead.
Do I need an account?
No. You can check out as a guest with just your email address and delivery details. An account is optional and simply keeps your order history in one place.
Shipping
How much is shipping?
Shipping is free on every order to Australia. There is no minimum order value and no hidden fee at checkout.
How long does delivery take?
Orders placed before 2:00 PM EST/EDT (Eastern Time) on a business day are processed within 1 to 2 business days. Transit takes 5 to 8 business days, so you can expect your parcel within 6 to 10 business days in total. Business days are Monday to Friday. Orders are packed and dispatched by our fulfilment partner.
How do I track my parcel?
As soon as your order ships you receive an email with a tracking link. You can also enter your order number and email on our Track Order page at any time.
Will I pay import duties or taxes on delivery?
No. For orders delivered within Australia, the total shown at checkout is the full amount. There are no additional duties or charges at the door.
Returns and exchanges
What is your return policy?
You can return any item within 30 calendar days of delivery, as long as it is new, unworn, unwashed and still has its tags. Email us with your order number first; support then sends the return instructions and the return address. There is no restocking fee.
Can I exchange for a different size or colour?
Yes, and it is free. Email us within 30 days of delivery with your order number and the size or colour you would like. We reserve and send the replacement straight away, before your original arrives back with us, and we cover both the return shipping and the shipping of the replacement. If the size or colour you want is no longer available, we tell you and refund you instead.
Who pays for return shipping?
For a change-of-mind return with a refund, you pay the return postage. For a faulty or wrong item, we cover the return cost and reimburse reasonable return postage you have already paid once the fault is confirmed. Exchanges are free both ways.
When do I get my refund?
Refunds are issued to your original payment method within 5 calendar days after we receive your return.
What if my item is faulty?
Under the Australian Consumer Law you are entitled to a repair, replacement or refund for a faulty item, depending on the problem, and these rights sit alongside our 30-day policy. Email us with your order number and a photo of the issue and we will sort it out.
Products and sizing
How do I choose my size?
Each product page lists the sizes available for that piece in the Size and Fit section, using one consistent scale across the store: letter sizes for most garments, and waist or EU numbers where a piece is cut that way. If you are between two sizes, email us before you order and we will help you decide. And if the fit is not right when it arrives, the exchange is free.
Are the colours accurate?
Every product page shows the piece in each colour that is available, and the colour list in the description matches the colour buttons exactly. Screens differ slightly, so if a shade matters to you, email us and we will describe it as plainly as we can.
Where can I find the details of a garment?
The description on each product page covers what you can see in the photographs: cut, collar, sleeves, closures, pockets and the colours on offer. The Size and Fit section lists the sizes for that specific piece.
Payment
Which payment methods do you accept?
We accept Visa (credit and debit), Mastercard (credit and debit), American Express, PayPal, Shop Pay, Apple Pay and Google Pay. Card payments run through Shopify Payments and PayPal payments through PayPal. Apple Pay and Google Pay appear at checkout on supported devices and browsers. The full list is on our Payment Policy page. All prices are in Australian dollars (AUD) and your payment method is charged when you place the order.
Is my payment secure?
Checkout runs on Shopify's hosted checkout, and we never see or store your full card details. See the Payment Policy for how each method is processed.
Contact
How do I reach you?
Email info@stellasydney.com or use the form on our Contact page. Support hours are Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time). We answer every message during those hours.
Contact
Brand name: Stella Sydney
Operated by: Mumora Media LLC
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Warehouse address: 29 Koolbirra Rd, Maryknoll VIC 3812, Australia
Email: info@stellasydney.com
Support hours: Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time)