Help! I've just placed an order but need to make a change.
If you have made a mistake with your order, please contact us as soon possible by email with the message ‘urgent amend to order’. If your order has not yet been dispatched by our warehouse, we will do our best to make any amendments. However, if order has been dispatched, we are unable to change any address details or order details.
I haven't received a confirmation email?
The confirmation emails are generated automatically and are sent out shortly after your order has gone through. If you have not received one, please check that your email address is correct, or that the order was completed. Please do not hesitate to get in touch and we will be happy to help.
My tracking details say my order has arrived, but it hasn't.
All our deliveries are sent out with the Australia Post. If you get an email telling you that your parcel has been delivered, and this is not the case please contact us and we will do our best to track it for you.
Oh no, it's out of stock. Will you be getting any more in?
If an item is shown as out of stock in collections, unfortunately we don't normally do a restock. However, if it is from our essentials range, we do restock and repeat in new colours, so it is worth checking back on the website!
How does your sizing run?
3rd Story's garments run true to size. Many of the styles are cut relaxed so can feel oversized, but we recommend choosing your size as this is the intended look. We have included the flat lay measurements of each of our garments to help you decide.
What is your returns policy?
If you change your mind about anything you buy online, you can return to us within 14 days of receipt for a full refund. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
How do I make an exchange for a different size?
We offer free exchange for a full price item. Please use our Exchange Portal. You'll receive a prepaid return label and the replacement size will be sent as soon as we’ve received your item.
How do I make a return and get a refund?
Please use our Returns Portal. Your refund will be processed back onto your original payment method once your return is delivered to our warehouse. It’s a flat rate of $14 for return delivery. This amount will be deducted from your refund total.
You’ll be issued an Australia Post Return Label. Print and stick the label to the outside of your parcel, and send the parcel back to us.
Why won't my tracking number work?
Your parcel gets assigned a tracking number when it is packed. This
number becomes active when the Australia Post scans it in, so if it’s not showing you any information try again in the morning. If you need further assistance, please just get in touch.
Why won't my promotional code work?
If you have a promotional code, be sure to enter it in the promo code box at checkout. Any discounts will then appear on this page. If a promo code is invalid, it may be that the code has expired or the items in your bag are not included in the promotion. Please contact us if you need further assistance.
Do you ship overseas?
Yes, we ship most part of the world. Shipping costs will apply, and will be added at checkout.
How long will it take to get my orders?
It depends on where you are. Orders processed here will take 2-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
You can contact us through our contact page! We will be happy to assist you.