FAQs

Shipping

SHIPPING

Type Cost Estimated time
Australia (Standard) Free on orders over $300AUD
$10 on orders under $300AUD
3-8 Business Days*
Australia (Express) Free on orders over $400AUD
$12 for orders under $400AUD
1-3 Business Days*
New Zealand (Express) Free on orders over $350AUD
$20 for orders under $350AUD
2-5 Business Days*
Type Cost Estimated time
US, Canada & Mexico (Express) Free on orders over $400AUD
$25AUD for orders under $400AUD
3-6 Business Days*
Asia, Europe, UK & Pacific Islands (Express) Free on orders over $400AUD
$25AUD for orders under $400AUD
3-6 Business Days*
Rest of the World (Express) Free on orders over $500AUD
$40AUD for orders under $500AUD
5-7 Business Days*

All orders are dispatched from our Melbourne Warehouse via Australia Post. Track your order HERE via Australia Post. 

We've made a commitment to ensure orders are sent out as soon as possible, however during high volume periods such as sales and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.

If you are shopping from outside Australia or New Zealand, please visit our global store HERE.

More information

When will my order be packed and sent?
We endeavor to dispatch all orders placed before 2pm (AEST) Monday-Friday on the same day. Any orders placed after this cut-off time will be dispatched the following business day.

We've made a commitment to ensure orders are sent out as soon as possible, however during high volume periods such as sales and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.
How do I track my order?
Once your order has been shipped, we will send you a shipping confirmation email with your tracking number.

To track your order, you can enter your tracking number at Australia Post HERE. You will also receive a text message from Australia Post the day your parcel is due to arrive to choose your delivery option.
When can I pick up my click and collect order?
Once you have received your confirmation email that your order is ready, you can collect your order from s t e e l e HOUSE at 733 Glenferrie Road, Hawthorn, 3122.
Click and collect is available for same day collection during our store opening hours of Wednesday to Sunday. Our store opening hours are Wednesday - Friday: 9:30am - 5:30pm, Saturday & Sunday: 10:00am - 5:00pm
Do I have to be at home to receive my order?
In most cases, if your parcel is sent to a home address and no authorised person is available to sign then a card will be left and your parcel will be taken to your local post office.

If your parcel is not collected from your local post office within 10 business days, it will be returned to sender.

Please note that you can specify for your parcel to be left unattended, however steele cannot take any responsibility for parcels that are lost or stolen.

Please ensure you enter your correct mailing address as steele cannot take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.
I’ve entered the wrong shipping address!
Please contact our Customer Care team HERE immediately if you have entered the wrong mailing address and we will try our best to redirect it as soon as possible.

Please note that steele can not take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.
Do you ship to my country?
We ship to most countries worldwide. Head to our global website HERE if you are shopping from outside of Australia/New Zealand.

Due to Russia's current Customs Authority Restrictions we are unable to send orders to Russia.
Does my order include taxes and duties?
Please be aware that any items shipped internationally may be subject to import duties and taxes applicable to your country or the country you’re shipping to. The recipient of the shipment is the importer on record in the destination country and is responsible for all Import Fees.

steele has no control over these charges, and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customers office for further information.
I didn’t receive an order or shipping confirmation email.
Please contact our Customer Care team HERE. if you have not received an order or shipping confirmation email within 2 business days.

Please note that during high volume periods such as sales and holidays, there may be some delays in dispatching orders.
Refused shipments
If you refuse a shipment from steele you are responsible for the original shipping charges, any import fees that incurred on the package, and the cost of returning the package to steele. This amount will be deducted from your merchandise refund.
My package did not arrive!
Please contact our Customer Care team HERE if your package has not arrived. We can help with any problem.

If you need to make a return, you may submit a return of your full price item within 14 days of your online order date for a refund or credit note for exchange.

 

RETURN CONDITION

Returned items must be in their original condition, unworn, unwashed and with all tags still attached. The items must have been purchased from steelelabel.com or s t e e l e . HOUSE.

 

SALE ITEMS 

Items marked as Final Sale are not eligible for return and will not be processed for return.

Unauthorised package returns will incur an additional $10 processing fee.

Items purchased using the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion are eligible to return for a refund or credit note.

 

HOW TO MAKE A RETURN

Australian customers can submit their return by using our Australia Post return portal HERE or post via your own shipping method to:

 

steele Returns

733 Glenferrie Road

Hawthorn VIC 3122

 

Please include your returns paperwork in your package.

You are responsible for shipping charges to return garments. If processed via our s t e e l e . Australia Post easy returns portal, this will cost $13.10.

 

STEELE HOUSE BOUTIQUE RETURNS 

Full priced purchases made in store can be returned with 14 days from the purchase date for exchange or credit note.

You may return your online purchase back to s t e e l e . HOUSE. 

End of Summer Sale
Our End of Summer Sale is available on selected items only, excludes New Arrivals, Sunday by s t e e l e . and pre-order items. End of Summer Sale prices are as marked at the time of sale and cannot be backdated to previous purchases.

Our End of Summer Sale will run from AEDT 13/03/24 until AEDT 11.59pm 21/04/24, while stocks last and/or unless otherwise withdrawn or extended.

RETURNS POLICY
All items purchased in the End of Summer Sale are Final Sale and cannot be returned. Returns of final sale items will not be processed. Unauthorised package returns will incur a processing fee.


DISCOUNTS
The First Time Subscriber 15% Discount and Two-Piece Sets 15% Off promotion do not apply on sale products. All prices are final at the time of purchase. Prices are as marked.

 

DELIVERY
During this peak sale period, there may be a slight delay in dispatching your order. Due to the nature of the sale, please note that if you place multiple orders during this period that we are unable to combine orders.


SHOPPING CART/ PRODUCT HOLDS
Please note that adding a garment to your cart does not reserve the item. Please proceed to payment to secure your favourite styles.


QUESTIONS DURING THE SALE
Please contact our customer care team via live chat or email us at customercare@steelelabel.com with any questions or feedback you may have during the sale.

What is your s t e e l e HOUSE boutique returns policy?
You may return your full price to our boutique within 14 days of purchase.

We offer credit note or exchange only for items purchased in store. Credit notes are valid for 12 months from date of issue. Returns are not offered for change-of-mind.

Returned items must be in their original condition, unworn, unwashed and with all tags still attached. The items must have been purchased from the steele House boutique and proof of purchase is required.

Sale items or items purchased on promotion (excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion) are not eligible for return and will not be processed.
Can I return my online order to the s t e e l e HOUSE boutique?
You may return your online order item to our boutique within 14 days of purchase for exchange only. For the Christmas period, this is extended to 30 days.

Refunds and credit notes can not be processed in store for online orders.

Returned items must be in their original condition, unworn, unwashed and with all tags still attached. The items must have been purchased from the steele e-boutique.
How can I exchange my items?
To make an exchange, please follow the above return policy and instructions and request a credit note. Upon receiving your items, we will issue you a credit note that you can use to purchase your desired size or style.

Please note that we cannot guarantee that the size you need will still be in stock by the time your return is received and processed. To secure the size you need, we recommend purchasing the new size immediately and returning the original for a refund.
Can I return a preorder item?
Yes! Please follow the above return policy and instructions. You may submit a return of your preorder item within 14 days of receiving your preorder item. For the Christmas period, this is extended to 30 days.

Returned preorder items must be in their original condition, unworn, unwashed and with all tags still attached.
How long will it take for the refund to reach my account?
From date of delivery, It may take 2-3 business days before your return is processed and your refund is issued.

Once we have sighted the goods and approved your return, you will receive an email confirming that your refund has been processed. The funds will usually hit your account within 7 business days but can take up to 15 business days depending on the bank you are with, or the payment method used.
My item is faulty, please help!
We're so sorry for the inconvenience. We can assure you that we pride ourselves on quality control and will endeavour to resolve this issue for you immediately.

Please contact our Customer Care team HERE if you have received a faulty item.
International Returns
Please see our global website HERE for information on returning your international order.

Please find a general guide to brand sizing HERE

You can find the measurements and fit descriptions for each style in the individual product descriptions. If you have any further questions, please contact our Customer Care Team HERE

How do I know what size to purchase?
Each style varies from slim/tight fit to relaxed or oversized, so measurements vary per garment. For specific style and fit guides, as well as measurements, please refer to the sizing tab on the individual product description, or contact our Customer Care team.

Contact our Customer Care team HERE.

We endeavour to dispatch all orders placed before 2pm (AEST) Monday-Friday on the same day. Any orders placed after this cut-off time will be dispatched the following business day.

We've made a commitment to ensure orders are sent out as soon as possible, however during high volume periods such as sales and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.

How do I track my order?
Once your order has been shipped, we will send you a shipping confirmation email with your tracking number.

To track your order, enter your tracking number at the Australia Post website HERE. You will also receive a text message from Australia Post the day your parcel is due to arrive to choose your delivery option.
When will my order arrive?
All orders are processed and dispatched at our warehouse in Melbourne, Australia. Please see shipping guidelines HERE for estimated delivery times.
Do you use sustainable packaging?
Yes, we do! All steele orders are sent in recyclable or compostable packaging.
Can I make a change to my order?
Our warehouse processes orders quickly, so if you do make an error or have a change request, please contact our Customer Care team HERE as soon as possible.

We will do our best to accommodate the change if possible. However, in most cases it's likely to have left our warehouse already.
How do I use my gift voucher or discount code?
Click proceed to checkout. You will then have the option to add your gift voucher code or discount code to your order. Please note, only one discount code can be redeemed per order.
What payment methods do you accept?
We accept Mastercard, Visa, American Express, PayPal and AfterPay. Please note AfterPay is only available to customers from Australia, New Zealand and the United Kingdom.
Why isn’t my payment processing?
Please send through an email to customercare@steelelabel.com with a screenshot of the error message that displays so we can better assist you with your payment.
I'm missing an item from my order, please help!
We are so sorry to hear this! If you are missing an item from your order, please contact our Customer Care team HERE immediately and we'll ensure it is sent out to you as soon as possible.
End of Summer Sale
Our End of Summer Sale is available on selected items only, excludes New Arrivals, Sunday by s t e e l e . and pre-order items. End of Summer Sale prices are as marked at the time of sale and cannot be backdated to previous purchases.

Our End of Summer Sale will run from AEDT 13/03/24 until AEDT 11.59pm 21/04/24, while stocks last and/or unless otherwise withdrawn or extended.

RETURNS POLICY
All items purchased in the End of Summer Sale are Final Sale and cannot be returned. Returns of final sale items will not be processed. Unauthorised package returns will incur a processing fee.


DISCOUNTS
The First Time Subscriber 15% Discount and Two-Piece Sets 15% Off promotion do not apply on sale products. All prices are final at the time of purchase. Prices are as marked.

 

DELIVERY
During this peak sale period, there may be a slight delay in dispatching your order. Due to the nature of the sale, please note that if you place multiple orders during this period that we are unable to combine orders.


SHOPPING CART/ PRODUCT HOLDS
Please note that adding a garment to your cart does not reserve the item. Please proceed to payment to secure your favourite styles.


QUESTIONS DURING THE SALE
Please contact our customer care team via live chat or email us at customercare@steelelabel.com with any questions or feedback you may have during the sale.

I missed out on shopping during your sale, can you extend the promotion for me?
Unfortunately, we are unable to extend our sale offers beyond the specified start and finish dates and times as advertised.
Can I use the 15% Off First Time Subscriber discount on sale items?
No, unfortunately you can't. This offer cannot be used with any other sale promotions or discount codes. You may only use it to purchase one of our full-priced items.
Is the 15% Off Two-Piece Sets Promotion valid with other discount codes and promotions?
No, the 15% Off Two-Piece Sets Promotion is not valid with any other discount codes or promotions. This includes the 15% Off First Time Subscriber Code. The discount will automatically be applied at cart level unless otherwise stated.

We understand you're probably excited to receive your steele pre-order soon. Please find here some helpful info.

Please note all windows quoted are dispatch windows, meaning your parcel will leave our warehouse within the date window provided.

Preorder Delivery Dates
Order Date Style Size DISPATCH WINDOW
Orders placed from 29.02 Selina Skort - Burano Stripe S, M, L, XL 22 APR - 3 MAY
Orders placed from 29.02 Caterina Dress - Palermo Stripe ALL SIZES 22 APR - 3 MAY
Orders placed from 22.03 Daniella Pant - Cerulean Check ALL SIZES 11 JUN - 21 JUN
Orders placed from 22.03 Arabella Dress - Cerulean Check S, XL 11 JUN - 21 JUN
Orders placed from 01.04 Arabella Dress - Cerulean Check XS 11 JUN - 21 JUN
Orders placed from 16.04 Vera Coat - Forest Herringbone ALL SIZES 15 JUN - 30 JUN
Preorder Delivery Dates
Style Order Date Size DISPATCH WINDOW
Selina Skort - Burano Stripe Orders placed from 29.02 S, M, L, XL 22 APR - 3 MAY
Caterina Dress - Palermo Stripe Orders placed from 29.02 ALL SIZES 22 APR - 3 MAY
Daniella Pant - Cerulean Check Orders placed from 22.03 ALL SIZES 11 JUN - 21 JUN
Arabella Dress - Cerulean Check Orders placed from 22.03 S, XL 11 JUN - 21 JUN
Arabella Dress - Cerulean Check Orders placed from 01.04 XS 11 JUN - 21 JUN
Vera Coat - Forest Herringbone Orders placed from 16.04 ALL SIZES 15 JUN - 30 JUN
When will my Preorder arrive?
Please check your order confirmation to see your delivery window. Estimated delivery dates for all current Preorder items can also be found above. Please don’t hesitate to contact us if you have further questions.

Contact our Customer Care team HERE.
Why do you offer Preorder?
Our pieces sell out pretty fast as we do not mass produce, so purchasing an item on preorder secures that super special thing in your size and style for any repeats we produce.
How does it work?
Full payment is due at checkout to secure your size and style of a preorder item. When the item arrives at our warehouse, we will ship it within two business days. The estimated shipping date is on the product page, your order page, cart, and checkout. If the estimated shipping date changes, it will update it on the order page, which you can access through your account. We’ll send you a shipping confirmation email when your preorder has been sent out to you.
What if I place a Preorder and Non-Preorder item together?
Please note, if you purchase any additional items with your Preorder, they will ship separately. You will receive in stock items first, followed by your Preorder.
Can I cancel my Preorder if I change my mind?
Yes, as long as it has not left our warehouse yet. If it has left the warehouse and you have received shipping notification, you will need to submit a return. Please refer to our returns tab for more details.

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