Frequently Asked Questions

Will online orders be processed and shipped?

Our online store remains open and all online orders will be processed for shipment. Our online warehouse is taking all precautionary measures to fulfill your orders in a sanitary and hygienic environment. The teams are working in split shifts to limit the exposure of staff and to ensure we are continuing to deliver collections to your door.

We have moved to an Authority to Leave (ATL) model, to minimise the risk for delivery teams.

Our Customer Care team is here to meet your needs and answer your questions as they arise.

We are monitoring and following the Government and World Health Organisation protocol hourly to react as required.

Free delivery on all orders - limited time

We will cover the cost of your shipping on all online purchases for the next two weeks. This is automatically applied at the checkout.

All parcels 'Authority to leave'

We have moved to Authority to Leave (ATL) model, to minimise the risk for delivery teams. Parcels no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply.

I'm unsure which size to choose?

Check out the size guide for the garment you are interested in, or contact our customer care team who can assist you.

Email: customercare@sassandbide.com

What are your Customer Service opening hours?

Our Customer Care team are available Monday - Thursday 9am - 5pm, Friday 9am - 4pm AEST (excluding public holidays). Please note during busy sale periods we may take slightly longer to respond.

Our phone is currently unavailable. All enquiries will be answered via email or live chat. For email, please send your enquiries to customercare@sassandbide.com and we will answer you as soon as possible.

How can I find my local Boutique?

We have temporarily closed our Boutiques across Australia and New Zealand due to COVID-19. Learn more.

The item I wanted is now out of stock, what can I do?

Please contact customer care to assist you.

Email: customercare@sassandbide.com

How can I find out about upcoming promotions?

Register an account with us here. By registering, you can choose to receive news and promotional updates, as well as check out faster, view your order history, and create a wishlist.

What are your Live Chat hours?

Our Customer Care team are available to answer you on live chat Monday - Thursday 9am - 5pm, Friday 9am - 4pm AEST (excluding public holidays).

What is Afterpay?

Afterpay is a payment platform for Australian customers. Afterpay offers interest-free payment plans for your purchases online. Buy and receive what you want today and pay it off in four equal instalments fortnightly.

How do I become an Afterpay customer?

You can sign up at the checkout or by downloading the Afterpay app.

To become an Afterpay customer you need to: 

  • Be living in Australia
  • Be at least 18 years old
  • Have a valid and verifiable email address and phone number
  • Use an Australian bank payment card
  • Be capable of entering into a legally binding contract
  • Have a verifiable and valid ID
How do I use Afterpay?

Online

Add your sass & bide items to your shopping bag and checkout as normal. In the checkout select Afterpay as your payment method, you will then be directed to the Afterpay website. Login or register with Afterpay, enter your details & confirm payment. Your payment schedule will then be emailed to you.

In-store

Download the Afterpay app, then register or log into your account. Click on the barcode button in the app to produce a barcode, then take the items to the counter. The store staff will scan your barcode from your phone and your Afterpay payment will be processed.

Do you have Afterpay in-store?

Yes, we now have Afterpay in our standalone Australian boutiques. Click here to find a store near you.

Will my order be shipped straight away?

Yes, your sass & bide order will be shipped as per our normal delivery terms and conditions.

How do I return an AfterPay item?

Our normal terms and conditions apply to all Afterpay orders. Please visit our returns page for further information on our returns policy.

Please note we are unable to refund returns on sale items. A credit note or exchange will be issued.

What will happen if I fail to make payment?

If you fail to make payment, you will be charged a late payment fee of $10 with a further $7 fee added 7 days later if the payment is still unpaid.

Can I modify or cancel my order?

Once an order has been placed, the order details and order value cannot be changed. If you wish to cancel your order or return your item(s) place your return through our normal process and you will be refunded through to your Afterpay account.

Please note we are unable to refund returns on sale items. A credit note or exchange will be issued.

How do I use a promo code?

At the checkout insert the valid code into the 'promo code' section and apply. For any issues please contact our customer care team.

Email: customercare@sassandbide.com

How do I use a gift card or credit note?

At the checkout insert the valid code into the 'gift card' section and apply. For any issues please contact customer care.

Email: customercare@sassandbide.com

What payment methods do you accept?

We accept most major credit cards, PayPal & Afterpay.

Can I change or cancel my order?

Unfortunately once your order has been placed, we are unable to make any changes. We are unable to cancel your order after it has been dispatched.

Do I need to register an account to place an order?

You can either register for an account with us, or check out as a guest.  We recommend registering an account for faster checkouts, viewing your order history, and receiving news and promotional updates. Register for an account here.

I placed an order and didn't receive a confirmation email?

Please contact customer care and we can confirm your account details with you. 

Email: customercare@sassandbide.com

Can I track my parcel online?

You can locate your tracking code on your Shipping Confirmation that will be sent to you via email.

How long does delivery take?

After you have received your shipping confirmation email, please allow 2-5 business days for delivery, depending on your location. You can track your delivery online with the tracking number provided in your shipping confirmation email.

Due to the current volume of orders, please expect up to 48 hours from the time of your order for it to be dispatched. Express Shipping is temporarily unavailable.

Can I return Final Sale items?

Please consider Final Sale purchases carefully as items marked as "Final sale" cannot be returned or exchanged (subject to the Australian Consumer Law). 

How do I return/exchange an item?

Please email customercare@sassandbide.com to request a returns authorisation number (RA#). Returns will not be accepted without appropriate paperwork and a RA#. Please enclose the filled out returns form, then send your item/s to the below address:

sass & bide eBoutique Returns
Order #______
Studio 5, 32 Ralph St
Alexandria NSW 2015
Australia
Do you accept refunds?

Yes, we currently accept refunds on all full price items returned to the eBoutique within 30 days of receipt. Your original payment method will be refunded. Please note sass & bide do not refund any taxes & duties paid by the customer. Please refer to our updated Returns Policy.

Can I return a sale item?

Yes, we currently offer Online Credit or an exchange on sale items returned to the eBoutique after placing a returns request within 30 days of receipt. Please refer to our updated Returns Policy.

Items marked as "Final sale" cannot be returned or exchanged (subject to the Australian Consumer Law).

Can I return my online order to a boutique?

Unfortunately, online orders are not able to be returned to a boutique. Please see our Returns Policy here

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