Frequently Asked Questions

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FREQUENTLY ASKED QUESTIONS

GENERAL QUERIES

How can I track my order?

Once your order has been shipped, you will receive a confirmation email containing your tracking number and carrier details.

Tracking information typically becomes available within 24–48 hours after dispatch.

You can also track your order at any time on our order tracking page.

How long will it take to receive my order?

Orders are processed within 1–3 business days (Monday to Friday). Delivery typically takes 6–12 business days depending on your location. We always strive to deliver your parcel with the best carrier. All information about the shipping times can be found on our Shipping Policy.

How long will it take to receive a refund?

Approved refunds are processed within 7–10 business days and issued to the original payment method used at checkout. Please note that your bank or payment provider may take additional time to post the refund.

For more details, contact contact@noosa-essentials.com or click here to see our Return & Refund policy.

What is your return policy?

You can return your product within 30 days of receiving it. We don’t charge any return or handling fees—customers are only responsible for the cost of the return label.

How do I make a return?

To initiate a return, please contact us at:

Email: contact@noosa-essentials.com

Please include:

Your order number
The name used on the order
The reason for the return
Photos (if the item is defective or incorrect)

Once your return request is approved, we will provide the return address and detailed instructions. Returns sent without approval will not be processed.

What payment methods can I use?

We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

Credit or Debit Cards: We accept major credit and debit cards, including Visa & Mastercard.

Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.

Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.

PRODUCTS

How do I find the right size?

Please refer to the size guide on the product page by clicking “Size Guide” above the size selector to help you choose the best fit.

How should I wash my bottoms or topwear?

For long-lasting quality, wash your items at 30°C with similar colours. Avoid bleach. You can tumble dry on low heat or let them air-dry. Iron on medium heat, keeping clear of prints and embellishments. Do not dry clean. Always check the care label for any fabric-specific guidance.

Do you offer warranty on your products?

We’re confident in the quality of our products and address any issues as quickly as possible. Our warranties typically cover manufacturing and workmanship defects from the date of purchase, though specific terms may vary by product.

ORDERS & DELIVERY

How do I track my order?

Once your order has been shipped, you will receive a confirmation email containing your tracking number and carrier details.

Tracking information typically becomes available within 24–48 hours after dispatch.

You can also track your order at any time on our order tracking page.

What is the delivery time?

All orders will be dispatched within 1-3 business days, and shipping will take 6-12 business days.

Delivery details will be provided during checkout & in your confirmation email.

What are the shipping costs?

All orders across Australia qualify for free shipping.

Can I cancel or change my order?

If you wish to cancel or make changes to your order, please contact us within 12 hours of placing it.

After this period, your order may already be in processing. In such cases, we reserve the right to refuse cancellation or modifications once production or shipment has begun. If your request cannot be accommodated, we kindly ask that you wait for your order to arrive.

For any questions or assistance, please reach out to our customer support team at contact@noosa-essentials.com or click here — we’re always happy to help!

How do I redeem my gift card or voucher?

At checkout, simply enter your gift card or voucher code in the appropriate box and click “Apply.” Your total will adjust instantly. After that, just continue with the checkout steps to finalize your purchase.

If you run into any problems, our customer support team is always here to assist you.

My tracking says my order has been delivery, but I haven't received it?

If your tracking status shows “delivered” but you haven’t received your package, first confirm the delivery address and check around your property or with neighbours. Look for any delivery notes left by the carrier, then contact the carrier directly with your tracking number for further details.

If you’re still unable to locate your parcel, please contact our customer support team with your order information. We’ll assist you and, if necessary, help you file a claim with the carrier.

I entered a wrong shipping address, what can I do?

If you spot a mistake in your shipping address, reach out to our customer support team right away — the sooner you let us know, the more likely we can fix it before your order is sent. If the package has already been dispatched, try contacting the carrier to see whether a reroute is possible (additional fees may apply). For future orders, take a moment to double-check all address details, including apartment numbers and postal or ZIP codes.

I haven't received a order confirmation, what should I do?

After completing your purchase, you’ll receive an order confirmation email with your order number, summary, and shipping address. If it’s not in your inbox, check your spam or junk folder.

If you still haven’t received it after waiting a short time, please contact our customer support team with your name and order details so we can verify your order and resend the confirmation.

RETURNS & EXCHANGES

What is your return policy?

You have 30 days from the date of delivery to request a return.

To be eligible for a return:

Items must be unused, unworn, and unwashed
All original tags and packaging must be intact
Proof of purchase (order number or receipt) is required

Items returned without prior approval or sent to an address not provided by us will not be accepted.

How can I make a return?

To initiate a return, please contact us at:

Email: contact@noosa-essentials.com

Please include:

Your order number
The name used on the order
The reason for the return
Photos (if the item is defective or incorrect)

Once your return request is approved, we will provide the return address and detailed instructions. Returns sent without approval will not be processed.

What are the return costs?

Return costs depend on your location and the return reason. We suggest using a tracked courier for safe delivery. Please note that return shipping fees are non-refundable. For full details, see our Return & Refund Policy or contact customer support.

How long does a refund take?

Once we receive and inspect your return, we will notify you of the approval status.

Approved refunds are processed within 7–10 business days and issued to the original payment method used at checkout.

Please note that your bank or payment provider may take additional time to post the refund.

Do you offer exchanges?

Changed your mind or need a different size, color, or product ? No problem - we're happy to help with exchanges.

To request an exchange, please contact us at contact@noosa-essentials.com with your order number and details about the item you'd like to exchange. Our team will guide you through the exchange process and provide the return instructions.

Where can I find my order number?

Your order number is included in the confirmation email you received after placing your order — it’s a four-digit code. If the email didn’t arrive or you can’t find it, just reach out to our customer support team and we’ll help you retrieve it.

What should I do if a product is delivered faulty or damaged?

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery and provide clear photos of the issue.

We will offer a replacement or a full refund at no additional cost.

What should I do if I want to return my order outside the return period?

You have 30 days from the date of delivery to return your item(s), provided they meet our return conditions. After 30 days, returns can no longer be accepted. If you still need assistance, please contact us at contact@noosa-essentials.com and we’ll do our best to help.

How long does it take for my return to be processed?

Returns are processed within 7 working days after they arrive at our warehouse. You can check your return tracking to see when the parcel is delivered — that’s when the 7-day period starts. We’ll notify you as soon as your refund has been completed.