Frequently Asked Questions

 


I'VE FOUND SOMETHING I LOVE. HOW DO I PAY?

We accept:

Visa, Visa Debit, MasterCard, Paypal. It’s 2017, so Afterpay (Australia Only) is included too.

 

WHEN SHOULD I EXPECT MY ORDER

Your order will be processed and shipped that day before 12 pm AEST (not including weekends or Australian public holidays)

You can pick from a range of shipping options regular, express or 4 hour delivery (Melbourne based only)

 

WHERE DO YOU DELIVER

We ship worldwide using an international delivery service. For more information please check our shipping information page here.

 

HOW LONG DOES SHIPPING TAKE?

Express orders within Australia should arrive within 1-2 business days. If you ordered via standard, please allow for 3-4 business days. For international orders, please allow between 2 to 10 business days for your order to be delivered. The time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. If you’d like a more detailed information on when you can expect your order, submit a request with our team at info@thecon-nection.com. You’ll receive a confirmation of shipping email within a few days after your order. This will provide you with a link to your tracking information. For more information, visit our shipping information page here.

 

DOES THE CON-NECTION COVER CUSTOMS, DUTIES AND TAXES?


The Con-nection is not responsible for any import duties, taxes, customs fees, brokerage fees or any other charges issued by your local government. These charges are the responsibility of the recipient and the funds are received exclusively by your local government. For more information, please visit our shipping information page here.

 

WILL I NEED TO BE HOME FOR MY DELIVERY?

No, for all Australian orders we leave or shipments in a secure area if you are not home. If you would like to request a signature on delivery, please state this in *notes via checkout.

 

HOW DO I TRACK MY ORDER?

We have made it so easy! Log in to your account and go to track orders. Alternatively, you can also track your item here: https://m.auspost.com.au/view/home

If you have used our Melbourne based WANTITNOW courier service please download the app or go to their website http://www.wantitnow.com.au/track-your-want-it-now-delivery

You will also receive your tracking details direct to your inbox once your item has been shipped.

 

THE WANTITNOW COURIER OPTION IS NOT AVAILABLE AT CHECKOUT. WHY?

Our WANTITNOW courier service is based in Melbourne metropolitan areas only. If you are out of this location, you will not be eligible for the four-hour delivery service.

All orders will need to be received by 2 pm AEST.

Please note* There may be some days that the courier service in unavailable. We apologise in advance.



I DIDN'T RECIEVE MY CONFIRMATION EMAIL?

Please check all junk folders in your inbox and spam folders as they can frequently be hiding in there. If you still can’t find your confirmation email, please email us at info@thecon-nection.com

 

HOW DO I KNOW IF YOU’VE RECEIVED MY ORDER?

With every purchase made we will send you a confirmation email. If you did not receive an email, please check your all junk folders. If you still can’t find your confirmation email, please email us at info@thecon-nection.com

 

WHAT CURRENCY WILL I BE CHARGED IN?


All Australian and New Zealand customers will have prices displayed and charged in AUD. All International customers have the option to change the currency to USD. This figure is then converted by your cardholder to your local currency and may be subject to a conversion fee, depending on the policy of your cardholder.

 

WHAT IF MY PAYMENT IS DECLINED?


If your payment is declined, it’s a decision made by your cardholder. It could be due to an incorrect card number, expiry date, account balance. Please get in touch with your bank to find out what happened. Alternatively, you can pay via PayPal.

 


THE SIZE ISN’T RIGHT. CAN I EXCHANGE MY ITEM?

Hell yes! We want to make online shopping as easy as possible. To exchange your item, please return your item to us. In the meantime can make another purchase on www.thecon-nection.com

This limits wait time so you can wear your item ASAP.

 


CAN I CANCEL MY ORDER?

We work fast, so please get in touch ASAP if you would like to cancel your order and we will be able to cancel and refund the amount if your item hasn't been shipped yet.

 


THERE WAS AN ERROR IN MY ORDER?

If you’ve made an error, please submit a request to info@thecon-nection.com and detail the specific changes that need to be made.

We work fast so it’s possible that your order will be posted before we can request the change in address. If it’s returned to us, we’ll send you out a new order. We will try to rectify the issue immediately.

 

I WOULD LIKE TO CHANGE A PRODUCT WITH MY ORDER?

We a pretty quick at processing and packing your order, so please get in touch ASAP and we may be able to amend your order if it hasn't been processed and packed yet.

 


DO YOU OFFER ONLINE LAYBY?

Unfortunately, we do not offer online layby. We are always happy to help you. Please shoot us an email.



HOW DO I RETURN MY ITEM?

It’s easy! Log in to your account go to recent purchases and request an RSA. Please fill out the returns form sent to you in your parcel. Without this information, your refund may be significantly delayed.

 

DO I HAVE TO PAY FOR POSTAGE IF I RETURN MY ITEM?

Yes, you will have to cover the postage cost to return any garments to us. Exceptions will be granted if The Con-nection is at fault, for example for any faulty garments or dispatch errors. This will need to be negotiated through our Customer Care. Contact us at info@thecon-nection.com

 

AN ITEM I LOVE IS SOLD OUT IN MY SIZE! CAN YOU HELP?

We restock items depending upon the demand, and whether our supplying designers have them in stock. We can’t always guarantee whether we’ll restock our items, so it’s best to email us to find out when we’ll place another order.

 

I FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT


Please contact our customer support team at info@thecon-nection.com and let us know you forgot to use your code. Then we’ll go from there.

 

I DON’T KNOW HOW TO STYLE MY ITEM/S. CAN YOU HELP?

We thought you’d never ask. We’re happy to help make sure you’re looking your best and feeling confident in your item(s) from The Con-nection, so we offer a complimentary virtual styling service. We’re happy to recommend other items from our store to go with your existing purchases, as well as staples you may have in your wardrobe. Email us to find out more.

 

WHAT IS A PRE-ORDER?

A Pre-Order means the item is currently out of stock but arrive back in stock within a certain timeframe. The estimated date of delivery will be displaced under the description of the pre-order product.

 

DO YOU HAVE A STORE THAT I CAN COME AND VISIT?

We’re currently only trading online.

 

HOW CAN I CONTACT THE CON-NECTION?

Please email us. We aim to respond to all emails within 24 hours (Monday – Friday)

 

  

REGISTER NOW OR UPDATE YOUR ACCOUNT DETAILS TO RECEIVE *15% OFF YOUR FIRST ORDER `EXCLUDES ALL SALE ITEMS