Order Issue

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps: 

1. Log in to your My Account to start a Return. If you checked out as a guest, use our guest returns form here.
2. Follow the steps and select your reason for return (dispatch error).
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our Stance Crew will review your claim.
5. If approved, you'll be sent a follow-up email with further details. 

We can understand how frustrating this can be! 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Stance Crew with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.

If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order. 

Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability - Stance Australia reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account. 

During working hours, please get in touch with the Stance Crew via Live Chat or call on 1800 951 041 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If outside of working hours, please lodge an enquiry via Email. 

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

1. Request for additional information is refused or not received within the requested time
2. Request for the cardholder to contact us within the timeframe is not met
3. Purchase transaction does not pass our security check
4. The Purchase has connections to previous fraudulent orders
5. Purchase was made by an unauthorised alteration our website.

 We genuinely care about the safety of our customers, their personal information and the protection of their funds.
 
Stance may require further verification of your order to ensure that it is authorised by the cardholder.
 
Our Stance Crew may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
 
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Stance Crew will provide more information.

Our courier partners will not leave a parcel unattended at your delivery address, so it will be dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Stance Crew below and we’ll be able to assist you.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We all make mistakes sometimes. 

If you need to update your address, please get in touch with the Stance Crew below and we’ll be able to assist. We recommend to either call or go through live chat as this is the quickest way to get your issue resolved.

Please note that there is a small window of time between your order being placed and it being shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is being shipped out.

If we miss that window, we can still contact StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.