FAQs

Shipping

COVID-19 SHIPPING DELAY
Due to the impact of COVID-19, our delivery partner Australia Post has advised some delays to their delivery service. We recommend you allow additional time on the below quoted windows for delivery due to this, and track your order for daily updates.

Type Cost Estimated time
Australia (Standard) Free 2-7 Business Days
Australia (Express) Free on orders over $200
$10 for orders under $200
1-3 Business Days
New Zealand (Express) Free on orders over $300
$20 for orders under $300
2-3 Business Days*
Type Cost Estimated time
New Zealand (Express) Free on orders over $300
$20 for orders under $300
2-3 Business Days*
Asia, Europe, UK & Pacific Islands (Express) Free on orders over $400
$25 for orders under $400
2-5 Business Days*
US, Canada & Mexico (Express) Free on orders over $400
$25 for orders under $400
2-5 Business Days*
Rest of the World (Express) Free on orders over $500
$40 for orders under $500
2-7 Business Days*

*Please allow additional time on estimated shipping due to COVID-19. 

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

Shipping costs are in AUD.

If you are shopping from outside Australia/NZ please visit our global store HERE.

MORE
Information

When will my order be packed and sent?
All orders placed before 2pm (AEST) Monday-Friday will be dispatched that day, with any orders placed after this cut-off time 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 can I track my parcel?
When your items have been shipped we will send you a shipping confirmation email with your parcel tracking number. To track your purchase, you can enter your tracking number at Australia Post HERE.
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. On rare occasions, your parcel will be returned to the Australia Post Depot and a re-delivery will be required. If you do not receive your parcel within 5 days please email or call us.

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

Please ensure you enter your correct mailing address as 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 PO boxes?
We are unable to deliver to PO boxes or forwarding addresses.
I’ve entered the wrong shipping address!
Please contact our Customer Care team 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.

Contact our Customer Care team HERE.
Do you ship to my country?
We ship to most countries globally.

Due to Russia's current Customs Authority Restrictions we are unable to send orders to Russia.

Unfortunately shipping currently suspended to the Pacific Islands.
Where is my international order?
All international deliveries are shipped with Australia Post. Please note the time frames above are transit times. When international orders reach their destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
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 if you have not received an order or shipping confirmation email within 5 business days. Please note that during high volume periods such as sales and holidays, there may be some delays in dispatching orders

Contact our Customer Care team HERE.
How much does international shipping cost?
Please refer to the Express International Shipping table above. We charge between $20 - $40 for Express International Shipping depending on the country you are in.
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.
Do you use sustainable packaging?
Yes, we do! All steele orders are sent in recyclable or compostable packaging. We don't print invoices to save paper, and our thank you notes are printed on recycled card.
My package did not arrive!
Please contact our Customer Care team. We can help with any problem.

Contact our Customer Care team HERE.

We welcome you to try on your on your steele purchase in the comfort of your own home.

If it's not quite right for you, feel free to return it within 45 days of your order date for a refund or credit note *conditions apply.

To make a return, click HERE.

What is your returns policy?
steele offers easy 45 day returns from order date. If you change your mind or for any reason, simply make a return above for a refund or credit note for exchange.

Returned items must be in their original condition, unworn and with all tags still attached.

The items must have been purchased from the steele e-Boutique.

The items must be returned within 45 days from the order date.

We do not offer refunds, exchanges or credit notes for sale items, or items purchased with a discount code (excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion).
What is your returns policy on swimwear?
You are welcome to return your Hunza G swimwear as long as it includes the original tag and hygiene label. Returns will not be processed if your item(s) has been worn.
How long will it take for the refund to reach my account?
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.
How do I make a return?
To create a return, head to our returns portal by clicking HERE. Returned items must be in original condition, unworn and with all tags still attached.
What are your conditions of return?
Returned items must be in their original condition, unworn and with all tags still attached.

The items must have been purchased from the steele e-Boutique.

The items must be returned within 45 days from the order date.

We do not offer refunds, exchanges or credit notes for sale items, or items purchased with a discount code (excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion).
International Returns
You will need to return your item to us using your own return shipping method. You may ship items back to the following address:

ATTN: steele Returns
35 Jessie Street,
Cremorne, VIC,
Australia, 3121

You are welcome to use any prepaid and trackable return method.
Can I use my own shipping method?
If you wish to use your own return shipping method, you may ship items back to the following address:

ATTN: steele Returns
35 Jessie Street,
Cremorne, VIC,
Australia, 3121

You are welcome to use any prepaid and trackable return method.
Can I return a preorder item?
Yes! You are welcome to return items purchased via preorder. You will have 45 days from the date of your shipping confirmation to return your item.
Can I can return sale items or items purchased with a discount code?
Only full-priced items and items purchased with the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion are eligible for return. No returns will be accepted for sale items or items purchased with other discount codes.
What is the cost to make a return?
The cost of a return is $12.20.
Can I exchange my items?
Yes, please complete a return for a credit note via our portal. Once your garment has been returned back to us, you will receive a store credit so you can purchase your desired size or style. We offer free standard shipping for all exchanges.

Please note that we do not offer exchanges on sale items, or items purchased with a discount code (excluding the 15% First Time Subscriber Code and 15% Off Two-Piece Sets Promotion).
My item is faulty?
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 immediately.

Please request a return via our portal HERE. and contact our Customer Care team for any further questions or feedback.

Contact our Customer Care team HERE.

Please find a general guide to brand sizing HERE 

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 at customercare@steelelabel.com

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.
How can I track my parcel?
When your items have been shipped we will send you a shipping confirmation email with your parcel tracking number. To track your purchase, 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 will my order arrive?
Please see shipping guidelines HERE..
Do you use sustainable packaging?
Yes, we do! All steele orders are sent in recyclable or compostable packaging.
Can I change a detail or cancel my order?
Our warehouse processes orders quickly, so if you do make an error or have a change request, please contact us 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.

Contact our Customer Care team HERE.
Where is my order sent from?
All orders are send from one location, our Melbourne warehouse.
What is your processing time-frame?
All orders placed before 1pm Monday-Friday will be dispatched that day, with any orders placed after this cut-off time 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.
I'm missing an item from my order.
Please contact us immediately if you are missing an item from your order, and we'll ensure it's sent out to you as soon as possible.

Contact our Customer Care team HERE.
What payment methods do you accept?
We accept Mastercard, Visa, American Express, PayPal and AfterPay.
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.
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.
I'd love some advice on how to style the item I just bought. Can you help?
If you have any questions on fit or styling or if you’re looking for product recommendations, our concierge team is always available to help. Email us or chat with us live on our website.

Contact our Customer Care team HERE.
Do I need to supply a Post Code with my shipping address?
Yes, we require a Post Code to be able to generate a shipping label for you.
Can I use afterpay?
We now offer afterpay for customers from Australia, New Zealand and the United Kingdom.
Black Friday Sale Terms

Our Black Friday Sale will run from 5pm AEST 24/11/20 until 11.59pm AEST 27/11/20, while stocks last and/ or unless otherwise withdrawn or extended. Excludes New Arrivals and Preorders.


RETURNS POLICY
All items purchased in the Black Friday Sale are Final Sale, we are unable to accept returns, for refund or credit note on sale items unless deemed faulty.


DISCOUNTS
The the First Time Subscriber 15% Off promotion and 15% Off two-piece-sets promotion are not valid on Black Friday Sale items. The 25% off discount will be applied at cart level to items included in the sale.


DELIVERY
During this peak sale period, please allow 2-3 business days for your item to be dispatched. Free standard shipping on all 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 at customercare@steelelabel.com with any questions or feedback you may have during the sale.

Online Summer Warehouse Sale Terms
Our Online Summer Warehouse Sale will run from 9.00am AEST 11/11/20 until 10.00am AEST 16/11/20, while stocks last and/ or unless otherwise withdrawn or extended.


RETURNS POLICY
All items purchased in the Warehouse Sale are Final Sale, we are unable to accept returns, for refund or credit note on sale items unless deemed faulty.


DISCOUNTS
The the First Time Subscriber 15% Off promotion does not apply on sale products. All prices are final at the time of purchase.


FAULTY ITEMS
Please note that the items in the Summer Warehouse Sale may be stock, samples, or have minor imperfections. In the case of a faulty garment, a credit note or replacement will be issued.


DELIVERY
During this peak sale period, please allow 2-3 business days for your item to be dispatched. Free standard shipping on all 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 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 or Hunza G Swim?
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, excluding Hunza G Swim.
How do I get the 15% Off First Time Subscriber Discount?
Please navigate to the homepage or the footer of our website to fill in your email address. You will then be sent an email with your unique code. The 15% Off First Time Subscriber Discount may be used to purchase any full-priced items on the site.

Please Note: If you have already signed up to our mailing list, you will not receive an email with the discount code. It will only be sent to customers who have not signed up previously.
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.

We understand you probably excited to receive your steele purchases soon, so we just wanted to let you know a few things to bear in mind when placing any preorders.

Why do you do 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.
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 below. Please don’t hesitate to contact us if you have further questions.

Contact our Customer Care team HERE.
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 you in stock item first, followed by your Preorder. Please note that additional charges will apply for split shipments.
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.
Which shipping options are available for Preorder?
If your order contains only Preorder products, free standard shipping is the only available option. If your order has both Preorder products and in stock products, any shipping method can be selected, but Preorder items will be sent via standard shipping only.
What are the delivery dates of the styles that are currently on Preorder?
Lyla Dress, Blush Check – 15 — 31 JAN
Lyla Dress, Sky Check – Orders placed prior to 13 NOV expected between 20 NOV — 10 DEC. Orders placed after 13 NOV expected between 20 DEC — 15 JAN
Danse Dress, Neapolitan – 20 DEC — 15 JAN
Fiji Dress, Blanc – 15 NOV — 15 DEC
Maris Dress, Macaron Check – 20 DEC — 15 JAN

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