Miss City Style Q&A
ABOUT ORDERS
How to place a bulk order?
If you want to buy products in bulk, please contact us for an enquiry. We need the exact requirements for your order so that we can plan and deliver.
Details required:
- Product names/URLs or reference IDs
- Quantities per item
- Your selected options based on size or color per item (if applicable)
- Delivery area & postcode
Our team would respond quickly if the above information provided to us is accurate. You can also provide us a screenshot of all the items you added in your cart.
Is it possible to get commercial discounts for my order?
It is possible. You can click on the Commercial option to know more information about it. You can sign up B2B account and send us an email about your order. Our team will contact you shortly.
Details required:
- Product names/URLs or reference IDs
- Quantities per item
- Your selected options based on size or color per item (if applicable)
- Delivery area & postcode
Our team would respond quickly if the above information provided to us is accurate.
Can I cancel my order?
You can cancel your order before you make the payment. If you have already paid, you must wait for your delivery package to arrive, and then contact us to request for a refund. Please do not refuse the delivery because the package will get damaged by third-party logistics.
Not all products can be returned. Refer our return policy to know in detail. If any special situations occur, please contact our customer service team so that they can help you.
What if I didn't receive an order confirmation email?
Please check you spam folder to confirm if you received the email confirmation about your order. If you still have not received it, you may have registered your email incorrectly. In such situations, please log into your Miss City Style account and click the “My Orders” option to see your order list. If you want more information about your order, submit a ticket so that our customer service team will assist you.
What happens if my order arrives damaged or faulty?
If you see the packaging or the item itself is damaged or faulty, do not accept the delivery. We also request you to take photos or videos of the item displaying the problem and contact us immediately. We will share your opinion with our delivery partners and suppliers and make necessary improvements to make sure our service and packaging quality gets better in the future.
If you see that an item is damaged after it is delivered to you, please take photos or videos of the items that clearly shows the damage, and contact the customer service team immediately, ideally within 3 working days after you receive the delivery. We will not accept return requests or a replacement of damaged items after 10 days from the delivery date.
We will offer you a remedy depends on the circumstances. We will work together to find a solution. Some of the solutions are as follows:
- Help you repair on your own. You will receive a compensation from our end.
- Arrange a local tradesperson in your area to help repair the item
- Provide you a partial or full refund to your store wallet
- Provide you a partial or full refund to your original payment method if you had paid for Purchase Protection Plan
- Replace the item (subject to availability)
- Make necessary arrangements for you to return the product to us at no extra cost. Else, you will receive a compensation from us
What happens if I receive the wrong product?
If you receive an incorrect product from us, please take photos of the product and packaging, and then contact us or send us an email immediately, ideally within 3 business days after receiving your delivery. We will send you the correct item and arrange for the pickup of the incorrectly item at no cost to you. If you want to cancel the order, we will provide you a full refund to your store wallet or to your original payment method. Please note that we will not consider any requests for return or replacement of damaged items if you initiate the request 10 days after the delivery date.
What happens if there is an item missing from my order?
Our items may be shipped out at the different time. Once an item has dispatched, we will send you a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items.
If the tracking for the missing items shows as delivered then please contact us or send us an email within 3 business days which item is missing and we will further investigate this.
What happens if a product arrives with missing parts?
If the product you received has some missing parts, contact us immediately, or send us an email with a picture of the assembly instructions highlighting the missing parts. Please do this ideally within 3 working days after you receive the delivery. We will either send you the missing parts or provide a compensation to you to get the missing parts. It is important to note that our claims for missing items should be initiated within 10 days from the delivery date.
Can I change my delivery address after placing my order?
You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order, reaches the dispatch processing stage, please contact us or email us, our friendly customer service team will try our best to see if we still can help you to change shipping address. It could incur 50-80 AUD processing fee if we finally change your shipping address successfully.
Can I add something more to my order after the order is placed?
No, you can't. Please place a separate order.
Can I hold an order from being dispatched?
Unfortunately we can't hold orders after being dispatched. If any special situations you meet, please contact us or email us to see if we can help.
About Shipping & Delivery
How do I know shipping costs?
Please add the item/s into your shopping cart and enter your postcode. You will get the final price for the item/s inclusive of shipping and GST.
How much will I pay on shipping?
Please add the item/s into your shopping cart and enter your postcode. You will get the final price for the item/s inclusive of shipping and GST.
Can I pick up my orders?
Sorry we don't offer pickups for any products.
How do I know when my orders will be shipped?
There is an estimated dispatch time frame on each product page. Below the price, there is a 'Dispatches in xx business days’ is the estimated time frame for dispatch of the item.
What does "Dispatches in" mean?
"Dispatches in" is the estimated amount of business days that the item is to be shipped out.
What couriers do you use to deliver items?
We deliver our items via FEDEX, DHL, Australia Post, standard couriers and specialised courier services based on the size, weight and packing of an item.
Can I use my own courier?
Sorry you are unable to use your own courier. We would arrange the delivery by our assigned couriers. You may use your own courier to return the “change of mind” products to us.
What happens if a product "can't be delivered to my location"?
There are some locations where the courier can’t arrange delivery to. Please contact us or send us an email enquiry. We might can specifically arrange an alternative delivery method to your area. Please note some products can't be delivered to some rural addresses or military addresses.
How do I know when my order has been shipped?
Once the items have shipped out you will get an email notification and a tracking number attached to it. Please click on it, you will see the status of your order.
When will my order arrive?
There is an "estimated delivery date" under "Dispatches in xx business days.”
When an item is shipped you will receive a tracking link, in which you can track our website.
What happens if I am not home at the time of the delivery?
If no one is available at the time of delivery, the courier will leave you a card which will explain you how to collect or arrange re-delivery. If the parcel is being delivered by Australia Post, you can collect it from the Post Office. You can contact us if you face any difficulties with couriers.
Can you deliver items to PO BOX or a parcel locker?
No. Our items are delivered by courier or specialist carrier directly to door. PO boxes or Parcel lockers are normally too small to accept the items.
How do I track my order?
- Once the items have shipped out you will get an email notification and a tracking number attached to it. Please click on it, you will see the status of your order. After delivery, the status will turn to delivered.
- Log into "My account", click on "My orders", find the item you want to track, click "track" for the status of the item. After delivery, the status will turn to “delivered.”
What happens if the tracking number doesn't work?
Double check the tracking number. If it still doesn’t show up anything, or if it says it is invalid, you may have to wait for a maximum of 48 hours for the tracking to get updated. Even after 48 hours if it doesn’t work, please contact us or email us so that we will investigate further.
When are the delivery hours?
Normal delivery time Monday to Friday business hours, 8am to 5pm. Some couriers might deliver during the weekend 8am to 5pm as well.
Do you ship outside of Australia?
If you want us to deliver items overseas, please contact us or send us an email. Our friendly customer service team will see if we can help you to ship to the country you require.
Can you arrange express delivery?
We normally don't offer an express delivery service. If you have special enquiry, please contact us or send us an email enquiry. We might can help to arrange a special delivery service to you.
Can I nominate a delivery date and time?
Sorry you can't nominate a delivery date and time through our website. If you have special enquiry of delivery, please contact us or send us an email enquiry. We will try our best to help you to arrange a suitable time.
Will all items of my order be delivered at the same time?
Different products have different lead time and may not dispatch at the same time. Once an item of your order has dispatched you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped -- and you will receive a separate email for every dispatch.
I still haven't received my order. Where is my order?
You’ll be able to follow your order as it’s been sent with trackable service. To check this, all you need to do is log into your account and check "Track Order Details" under "My Orders" to follow each item you ordered.
If your estimated delivery date has passed and you haven’t received your order, please contact us or email us to raise a ticket for further help.
ABOUT RETURNS
What is the Returns Policy?
If suppose you change your mind regarding an item that you purchased, please return the product within a maximum of 30 days, so that you will be eligible to receive a full or partial refund in your store wallet, minus any shipping or delivery-related costs, provided the product is new and clean.
If you had opted for Purchase Protection on your order, you would be eligible for additional options like receiving the refund in your original payment method minus any shipping or delivery-related costs (see the Purchase Protection Policy section for more information).
You’re not entitled to claim returns for:
- Personalised items
- Normal wear and tear
- Gift cards
- Damage to external or product packaging only
- Insignificant minor variations in product dimensions, color, grain or finish
- Insignificant minor imperfections or superficial blemishes
How do I return an item?
You can return an item via this Help Page. Under the ‘My Order’ section, click on ‘Returns’, and then Select the item(s) you want to return. Take a printout of the return label and tape it securely on your return package.
Can I return all items? Is there anything that I can’t return?
Not all items are returnable. Some of them, but not limited to, are as follows:
- Products with “non-returnable” tag
- Personalised items or products that are "made to order"
- Mattresses, bedding products, pillows, quilts, toppers, comforters, and sofa covers
- All forms of clearance stock (Example: warehouse, floor stock etc.)
- Gift Cards
- Orders for commercial or non-domestic use
What are the costs of returning an item?
For change of mind returns, you need to arrange your own courier to return the items and the costs associated to deliver the items to our warehouse should be incurred by you. There is no refund for your initial shipping charge as well. Refunds will be processed only to your store wallet unless you included Purchase Protection during checkout.
What are the costs of returning a free shipping item?
If you purchase a product with the help of promotional shipping offers like discounted or free shipping, and then you decide to return it because you changed your mind, the actual shipping costs will be deducted from your store wallet. You will also have to pay the return shipping costs by yourself.
Can I still return the item without the original packaging?
Products that you return to us should be new and clean, and packaged securely as it was in the original packaging. You should not open the original package, use, assemble, damage, or wash any of the items in the packaging.
Can I still return the item that I have used?
Unfortunately, we only accept returns the products are not used and packaged securely in the original packaging.
Can I receive a refund if I return an item?
For change of mind returns, you will receive the refund in your store wallet only, minus delivery and pay return costs by yourself. If you add Purchase Protection at the time you purchase the item, you will receive a refund to your original payment method minus delivery costs and pay return costs by yourself. Vouchers, coupons and points are not refundable as monetary value.
How long does it take to get the refund?
It will take up to 7 days for us to process the refund after we approve the refund.
Can I return an item to your head office?
No, we only accept return to our warehouse.
Can I arrange my own courier for the return?
Yes, please arrange your own courier for return items. Go to “my orders”, find the item that you decide to return, click return and follow the process.
Can I exchange an item?
No, you can't. Our friendly Customer Care team: contact us can assist you to return the product, and then place a new order for the product/s you are after.
ABOUT PAYMENT
What payment methods do you offer?
You can make payments via Visa, MasterCard, PayPal, Afterpay, Store Wallet and Gift Cards.
Do you have a layby service?
Sorry we don’t offer a layby service. Ultimately, we offer Afterpay.
Do you offer Afterpay?
Yes, you can use Afterpay as a payment method for purchases above $100. The upper limit is $2,000.
Can I do a bank transfer for my order?
We can assist you with placing your order via a bank transfer. Please contact us after you place the order.
How do I use my promotional code/gift card/store wallet?
If you have promotional codes, gift cards or store credits in store wallet, you can use them at the time you place the order and go through the checkout process. You will be on the Billing/Payment section and once you enter your shipping address details, you must enter/apply your codes. Please look for the section that asks for “Apply Gift Certificate” OR “Enter Discount Code” OR “Apply Wallet Credit,” and click on any of them to enter your code or amount credit that you want to use and select apply.
How do I pay with my reward points?
- To offset the order amount during checkout process, you can use your available reward points.
- Every 100 points is equal to $1, but you can use the reward points to cover a maximum of 40% of the subtotal. The remaining points can be used for other purchases.
- Use your reward points before the expiry date.
How long it will take for my points get back to my account if I cancel the order？
48 hours.
Can I use multiple discount codes?
For one order at a time, only one promotion code can be used. You can use your reward points and promotion codes together in one order.
ABOUT MY ACCOUNT
How do I edit my email address?
Sorry, you email address can’t be edited or changed. Your email address is linked to your account. Please create a new account with your new email address and contact us if you need our help.
How can I update my password?
Go to My Account section of the website, where you can find options to update the password.
How do I unsubscribe?
Go to My Account section of the website and click unsubscribe from our newsletter.
What can I do if I have forgotten my password?
Go to sign in page, enter your email address and click “Forgot Your Password?”. We will send you an email to reset your password.
What should I do if I haven't received my password reset email?
Please check your spam folder if you haven’t received the password reset email in inbox. If you still can't find it, click HERE to enter your email, so that we will resend you an email to reset your password.
How to update my shipping/billing address on my account?
Go to “My Account section” of the website to find options to update your shipping/billing addresses.
How to update the payment method which I entered and saved already?
Go to “My Account section” of the website. You will be able to remove the existing payment methods and replace with new.
How to find my orders?
Go to “My Account section” of the website to find the list of orders you have placed.
How to find my reward points/gift card/store wallet balance?
Go to “My Account section” of the website to find your reward points, gift cards and store wallet balance.
How do I obtain a tax invoice for my order?
Tax invoices will be available only after all items from an order are dispatched. Go to My Account section of the website to obtain the tax invoice for an order.
GENERAL QUESTIONS
Is Miss City Style an Australian company?
Yes, Miss City Style is an Australian company. Our mission is to help enrich the Australian home decor market and make Australian residents live more beautifully.
Where can I find terms & conditions?
You can view the full list of terms and conditions by clicking here.
What will Miss City Style do with my private information?
Miss City Style will collect and store your personal information only to improve your experience and provide you with a safe, efficient, and personalized experience on our website. The information we collect is necessary for us to ensure smooth delivery to our customers. More specifically, we need your data to answer your queries, process your orders, assist you with product choices and to keep you informed of changes to product ranges from time to time. We will communicate with you only via email or SMS for marketing purposes if you have provided your email address or mobile phone number and consented to receive marketing communications from us.
Do you sell gift cards?
Yes, you can view and purchase our Gift Cards by clicking here.
What is "Purchase Protection"?
Purchase Protection is a feature that we offer to our customers for their convenience and complete peace of mind. Our customers have the option to opt for Purchase Protection for a small fee during checkout to ensure they get a refund guarantee to their original payment method when they return a product, instead of a store credit. They also get extended returns up to 60 days (instead of 30 days). Under any circumstances, if you make a claim on your Purchase Protection, the cost you paid for the Purchase Protection feature is non-refundable. Please review our full Purchase Protection Policy.
How do I know if a product is on sale?
For a limited time, some products will go on sale. If you see the words ‘On Sale’ or 'Special Offer' on the product description page, then that means the product is on sale.
Do you have a showroom?
We do not have any physical showroom where you can view our items in person. We are exclusively online. We have a dedicated team of customer care specialists to assist you via live chat 24 hours with any questions and clarifications related to our items or orders. You can also email us any time and we’ll get back to you ASAP.
Can I choose click and collect?
No, Click and Collect is unavailable. We only can deliver our products to you.
How do I search for new products in Miss City Style's website?
You can click New Arrivals to see all the new products.
Can I have a discount or promotional code?
Yes, we often run promotions, but you need to be signed up to our newsletter to be updated on it. You can edit your email subscriptions in the My Account section of the website.
Do you offer free shipping?
We do offer free shipping on some products.
You can click Free Shipping to view all our products that have free shipping.
Will there be an invoice or receipt sent with my order together?
Invoices and receipts are only ever sent via email. We don’t include these in deliveries.
What is the warranty for the products?
You can find warranty from the product page.
Do you offer extended warranties on any products?
Sorry we currently don't offer extended warranties.
Do you organize assembly of your products?
Please contact our friendly customer service team to see if we can help you to organize an assembly service.
Can I customize a product?
Yes, some of our products can be customized. You can find it on the product page.
How do I lodge a complaint?
We are deeply apologies if you have a negative experience of shopping with us.
Please contact us or send us an email, we'd like to hear from you so that we can improve our service for the benefits of all our customers.
How to redeem a voucher or a promotion code?
Before you check out, you can click “Apply Discount Code” to enter the promotion code/voucher code, our system will redeem it.
What if my voucher code says it is 'invalid'?
Please check the voucher’s expiry date first. If it is still within the validity period, please contact Miss City Style customer service team so that they will be able to help you regarding this. When you talk to the customer care, please make sure the Voucher ID number is correct and convey the error message you received when you tried to redeem the voucher.
Can I extend the expiry date on my voucher?
Unfortunately, voucher can't be extended. Expired vouch is non-refundable.
How do I subscribe to Miss City Style?
To sign up to Miss City Style's Newsletter, please click HERE.
Our Newsletters will have new arrivals, promotions, top picks and sales events. You'll also receive coupon codes that you can use on purchases.
How do I make a PR or media enquiry?
For any PR & media enquiries, please contact info@misscitystyle.com.au
