FREQUENT ASKED QUESTIONS ( FAQ'S)

How do I contact customer service?

Call us on +61 (0)2 8399 5602 , Mon-Fri, 10am- 5pm, Sydney time AEST. Private message us on facebook or email us at sweetservice@stelly.com.au

What if I don't receive email in regarding to my order confirmation or reset my password or my voucher code?

If you do not receive your order confirmation message after purchasing or when we issue you a voucher code via our email system or when you reset your password and you didn't receive it in your inbox, please check your Spam or Junk email folder just in case the confirmation email got delivered there instead of your inbox. If so, select the confirmation message and mark it's Not junk or Report Not spam, which should allow future order communications and messages to get through to your inbox.

Do you have any brick and mortar stores?

No , we don't. We currently trade online only.

What if I have seen something in store but I cannot find it online?

We strive to offer our full range online; however, some items may sell out due to high demand..

If you need assistance purchasing an item, please contact customer service.

The item I want to purchase is sold out online, is it available in store?

An item marked "Sold Out" is likely to have limited availability in store.

If you need assistance purchasing an item, please contact customer service.

What payment methods does STELLY accept?

We accept Visa, MasterCard, Visa debit, PayPal and Afterpay

How secure is my credit card and personal information?

We have designed the site to be as safe and secure as possible. We use payment gateways SECUREPAY and PayPal. For more information, see our Privacy Policy.

What is Afterpay?

Afterpay offers simple instalment plans for Australian online shoppers , allowing a purchase to be paid for in four equal instalments, due every fortnight. Simply shop with us and choose Afterpay as your payment method at checkout. First-time customers provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy!

After you check out, the goods will be shipped to you by us. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

You do not need to register prior to making your first Afterpay purchase. Once your first order is approved, your Afterpay account is created. All you need to do is visit www.afterpay.com.au to set up a password, and you will be able to make more purchases using Afterpay by simply entering your log in details upon checkout.

How do I return the items using Afterpay?

Same process is applied, Please Click Here

Afterpay terms and conditions?

Afterpay is valid for purchases up to $1000
Payment is arranged between you and Afterpay
First time Afterpay customers are expected to make the first payment at the time of the purchase and the remainder will be debited over the next 6 weeks
Existing Afterpay customers will make the first payment after 14 days, with all instalments stretching over 8 weeks in total
Afterpay will provide you with the full payment schedule as you complete the purchase (late fees apply if you fail to make a payment)
If you make a return, Stelly will issue store credit and you are still expected to complete your payments with Afterpay

Can my delivery be sent to a PO Box?

We do accept PO Boxes or Locker Boxes for Australian orders only.

Can I track my order?

You can track your order on the Australia Post via website http://auspost.com.au/track

You can track your order on DHL website for international order https://www.dhl.com/en.html for Express Shipping or https://webtrack.dhlglobalmail.com for Standard Shipping

What can I do if I am in love with the item that is not available in my size?

Unfortunately, some items sold out very fast.. However, we might restock the items. If you are particularly interested in an item, please contact us at sweetservice@stelly.com.au to register your interest or please Click notify when it is available on the size of the item you are interested. When the stock is coming back, a restocked email will be sent to you.

How does click and collect parcel for Sydney customers work during holiday season ?

Term and conditions

1) Order online, collect in our warehouse at Alexandria.

2) Opening hour to collect parcel is 12pm-4.30pm AEST, Monday to Friday, closed weekends and public holidays.

3) Shipping cost for order paying under $50 will be credited back or refunded to customer account if customer pick up from our warehouse.

4) Please put a message in the order if customer would like to pick up their parcel or call our customer service team at +61 (02) 8399 5602 after placing the order.

5) Our warehouse do not open to public for exchange or trying on clothes.

We Accept