YOUR MOST ASKED QUESTIONS

How do I place an order

Simply follow these steps to shop

    1. Click Add to Shopping Bag to place the item you want to buy in your bag.
    2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. This will appear on the top right hand side of the screen. If you're happy with the items in your bag, click 'PROCEED TO CHECKOUT'.
    3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Confirm and Pay page.
    4. Review and confirm the items in your order.
    5. If you have a discount code to use, you'll need to enter it under 'Apply Discount Code' tab.
    6. Confirm your delivery address and delivery method.
    7. Confirm your payment method and Place Order. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking SaturdayClub is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

Are the items in my shopping cart reserved?

Items are not reserved until payment has been made. That's why we recommend completing your purchase as soon as you can to secure your items.

Do I need to register for an account in order to make purchases?

Yes. An account is needed to facilitate your purchases. Your account will also allow you to view details of all your orders and your credit vouchers.

Order issues

Can I change or cancel my order after confirmation?

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

I'm missing an item from my order, what do I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If you’ve placed multiple orders within a few days of each other and are being shipped to the same delivery address, your different orders may be have been combined into a single parcel.

Can I get my pre-order items now?

We know how disappointed you are when the season’s best-selling styles are sold out! The pre-order option is how we can help you grab your favorite styles in your preferred color and size.

As this is an advance purchase, payment is made at the time of purchase. The delivery will differ from the standard shipping window. Please refer to individual product page for more details.

If your order includes both in-stock and pre-order items, all your items will be dispatched together, at a later date when your pre-order items arrive.

If you prefer to receive your in-stocks items first, kindly order them separately. You may purchase in-stocks items in your first order and purchase pre-order items in your next order.

What are Pre-orders?

We have sustainability in mind as we make our products, and by introducing Pre-orders, we strive to reduce waste in the fashion industry. Honestly, we're not zero waste currently, it’s a work in progress. Sustainability is a team effort and our pre-order relies on you. You get to decide what styles you want to bring back and how much of it. We only keep a limited quantity of every style in stock so that our products don't go to waste. At SaturdayClub, we care about the earth and are doing everything possible to reduce our industry’s impact on the environment.

Why can’t I get my in stocks orders first?

If your order includes both in-stock and pre-order items, all your items will be dispatched together, at a later date when your pre-order items arrive. This way, we go green by consolidating the delivery of your items.

If you prefer to receive your in-stocks items first, kindly order them separately. You may purchase in-stocks items in your first order and purchase pre-order items in your next order.

Delivery & Shipping

Do you offer free shipping?

We offer free shipping for all orders above A$70, otherwise, a delivery charge of A$10 applies. Most packages will arrive 3 business days from date of payment. Depending on stock availability, certain items in your order may be shipped from our overseas warehouse, which may take an additional 2 business days.

Do you ship internationally?

Yes, we ship to multiple countries!

Please visit our local sites if you are shipping to the following countries.

Singapore https://saturdayclub.com

US https://saturdayclub.com/us

Hong Kong https://saturdayclub.hk

Malaysia https://saturdayclub.my

Japan https://saturdayclub.jp

If your country is not listed above, drop us an email at [email protected] with your shipping address to obtain the latest shipping rates and delivery time frames.

Will I be charged taxes and import duty for my parcel?

The shipping fee paid during the checkout process does not include taxes and import duties. Your parcel may be subjected to customs inspection and the assessment of duties and taxes will be according to local regulations.

If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before our delivery can proceed.

If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged.

You can find estimates on customs & duties here to avoid unplanned delivery costs.

The information provided in the link or on our website regarding taxes or import duties should only be used as a reference. For the most up-to-date information, it is best to check with your local customs office before placing an order.

What are the delivery options available?

We deliver via DHL. You can track your parcels at https://www.dhl.com/au-en/home/tracking.html.

Sign up for On Demand Delivery at https://delivery.dhl.com/on-demand-delivery.xhtml?ctrycode=AU to customize your delivery process and to be updated every step of the way.

What happens if nobody is around to receive the parcel on the day of the delivery?

Our courier partner will contact you directly to schedule for a re-delivery if the first delivery is unsuccessful. You parcel will be returned to us after subsequent failed attempts. We are more than happy to redelivery your order with a nominal redelivery fee.

What happens if I need to change the delivery method after placing my order?

Depending on the delivery status, an additional charge may be imposed if the change require an additional delivery. Please email us at [email protected] and we will assist you accordingly.

How do I check the status of my orders?

You will receive an initial email notification from us once your order is being processed. A second email containing the delivery tracking information will be sent to you once your order has been dispatched. You will be able to trace your parcel via the link provided in the second email.

Most packages will reach you within 3 business days. If you did not receive your items or hear from our courier partners after 3 business days, please email us at [email protected] and we will assist you accordingly.

Depending on stock availability, certain items in your order may be shipped from our overseas warehouse, which may take an additional 2 business days.

Why is my shipment delayed?

Please expect a 2 weeks delay in shipping during sale period. Rest assured that we are working hard to get your orders out as soon as possible.

Return Policy

What are the qualifying conditions to be eligible for a return?

The item must be returned in its original condition (unaltered, undamaged and unwashed), with secured tag intact and in the original ziplock bag packaging.

Kindly note that for beauty products, we only accept returns on unopened and unused items, with packaging and boxes intact.

Mail back to us via registered mail or a courier service which allows tracking, as we will not be liable for any lost mail. The return postage fees will be at your own cost.

Your parcel has to reach us within 30 days from your order being dispatched from our warehouse.

Customers found returning items repeatedly will be refused at our discretion.
In the unlikely event that any of the above conditions are not met, we reserve the right to reject your return.

How to Return

Simply fill up the return checklist found at the back of your invoice, and send it back to us together with your return item.
We will process your return within 7 business days upon receiving and checking that the item received meets all qualifying conditions.

You will be refunded in the form of store credit which will be sent to you via a system generated email. Your store credit is equivalent to the purchase price of each returned item, will never expire and can be used on all merchandise on our website.

Once you have fulfilled the qualifying conditions above, please mail your return item along with the return checklist in a secured package to:
Ms. Meera Pais,
9 Weaver Street,
Hectorville
South Australia 5073
Australia


Tel: +61 404 953 596

Store Credit

You can view your store credit after logging into your account.

Your store credit never expires, just as love never ends.

Your store credit is redeemable on all merchandise on our website.

If your available store credit is more than the value of your transaction, the unused portion will be kept in your account and will be applied to subsequent purchases.

If your purchase exceeds the amount on your store credit, you can pay the excess amount in any of our payments accepted.

Products bought with store credit are subject to the same exchange and return policy as any other products.

We reserve the right to refuse, cancel or hold for review any store credit for suspected fraud, mistakenly issued in an incorrect denomination, or for any other violations of our policies.

Can I return an item for an exchange instead of a refund?

Regrettably, we are not able to offer an exchange. If you need a different size or colour of an item, you may opt to return your item and place a new order.

Exclusion

All returned items should be sent in their original condition and packaging, including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 30 day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

Due to hygiene concerns, earrings are non-returnable.
Customers found returning items repeatedly will be refused at our discretion.

Have you received my returned item?

We will process your return within 7 business days upon receiving and checking that the item(s) received meets all qualifying conditions. You will be refunded in the form of store credit which will be sent to you via a system generated email.

If you have not heard back from us by the end of 7 business days, follow the steps below:

  1. Your email software may be marking our emails as junk mail. To stop this from happening, please add [email protected] to your email address book.
  2. Check that you've agreed to receive our marketing emails by logging into your account and clicking “Newsletter Subscription”.
  3. Make sure you typed in the correct email address when you signed up with us.

If after this you're still not receiving our email, please drop us an email at [email protected] and we will sort it out for you.

I received an incorrect or defective item, what should I do?

We’re really sorry and will fix this for you as soon as possible.

Please drop us an e-mail at [email protected] with the following information, within 7 days upon receipt of your order.

i. Invoice number
ii. Product Reference Number (Eg: AXXXXXX)
iii. Description of the issue
iv. Clear photos of the defect or wrong item

Our Customer Service team will get this sorted and get back to you with the next 7 days.

Payment

What payment options do you accept?

We accept payment via Visa, Mastercard, American Express and PayPal.

I cannot proceed to pay for my order, what do I do?

If you're still having trouble placing an order after multiple attempts, please drop us an email at [email protected] with a screenshot of the error and we will sort it out for you.

Restock

How do Back in Stock notifications work?

To receive a back in stock notification, simply visit the product page of your favorite items and click the "Notify me when available" button at the bottom of the page. Once the item is restocked, you'll be notified right away via email.

If you've received a back in stock notification, you'll need to be quick as we cannot guarantee how long the item will be back in stock for.

If the item goes back out of stock again before you've purchased it, you'll need to sign up to be notified again.

Helpful Hint: Act quickly when you find a style, size, or color you like! We can never guarantee that an item will be restocked.

Technical

What should I do if I’m having problems with your site?

Most technical issues can be resolved by clearing your browser's cache and cookies . You'll also need to make sure that you accept our cookies.

If you're not sure how to clear your browser's cache and cookies, please see below:

iOS - Safari

If you're using Safari on an iOS device, press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data.

Once you've done this, simply open up Safari again and go to our website.

iOS – Chrome

If you're using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies.

Once you've done this, simply close and reopen Chrome again and go to our website.

Android

If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.

1. Delete your cookies

You may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).

Please note that if you have items in your bag or in your 'Saved items' section that were added when you weren't logged in, you'll need to make a note of the pro duct name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using ‘Tools' or ‘History'.

2. Restart your browser

Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system

We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

4. Contact Us

If you're still having problems, contact our Customer Care Team with the following information:

  • As much detail as you can about the issue
  • Screenshots of any error messages you get
  • Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
  • What you've done so far to try to resolve it

I'm having trouble signing into my account

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there's a few things worth checking:

  • Make sure you are using the same email address and password you registered with.
  • If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
  • If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If your issue isn't password related, here are a few things you may want to check;

  • Make sure that the 'Block all cookies' function is disabled on your browser's settings
  • Check that Javascript is enabled on your browser's settings.
  • Make sure that you don't have any content blockers installed.
  • Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

If after this you still can't sign in, contact our Customer Care Team giving as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it.

I've forgotten my password, how do I reset it?

If you've forgotten your password, it's really simple to get back into your account.

  • Head over to our sign in page by clicking here or it can be found in the right hand corner of the screen.
  • Click the Forgot password? link and enter your email address.
  • We'll then email you a link directly to your registered email address to reset your password.

Having trouble finding the email?

We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account.