Shop Online
Q: Questions?
A: We want your shopping with us to be hassle-free, so if you’ve got any questions at all,email our brilliant customer service team at orders@b2ss.com.au
Browsing and choosing your gear
Q: My item’s sold out – what can I do?
A: We do our best to keep up with demand, but unfortunately sometimes something’s just too popular! Since we focus on what’s hot right now, our great threads are only available while stocks last.
Your order
Q: Can I order something over the phone?
Unfortunately all of our purchases need to be done online. You can email us at orders@b2ss.com.au if you have an questions about your requirements.
Q: Help! I’m having trouble placing an order.
A: No problems! Drop us an email at orders@b2ss.com.au and we’ll come to your rescue.
Q: Can I get something gift wrapped?
A: Not at the moment, but hopefully soon. Watch this space!
Q: Can I send something as a gift?
A: Of course you can, but please be aware that a tax invoice with the price you paid, will arrive with the gear.
Q: What if my order doesn’t arrive, or I don’t receive an order confirmation email?
A: If for some reason you don’t receive an email confirmation after placing your order, or your order isn’t delivered when you’re expecting it, please contact one of our brilliant customer service team at orders@b2ss.com.au. We’ll sort it, pronto!
Q: What if I change my mind about an item?
A: No problems, see our Returns and Exchanges
Payment
Q: What currency is used at Brother 2 Sisters Supplies?
A: All payments are charged at AUD$
Q: Is it safe to use my credit card on your site?
A: Our shopping cart used Paypal to process your credit card payment. We do our utmost to ensure that every credit card transaction is secure. Your credit card info definitely can’t be accessed by any third parties.
Q: Can I still order online if I don’t have a credit card?
A: Brother 2 Sisters Supplies accepts PayPal which allows you to pay by credit card, or by a debit direct straight from your bank account should you not have a credit card. The bank details for payment of your invoice will be included in your order confirmation email.
Delivery FAQs
Q: What’s Brother 2 Sisters Supplies online delivery policy
A: Delivery Fees are as follows. These will be calculated at checkout based on your postcode.
Q: How do I know you’ve received my order?
A: A printable confirmation page will of course pop up as soon as your order has gone through. Plus you’ll receive a confirmation email. In the rare event that you don’t, please contact our Customer Service Team at orders@b2ss.com.au and we’ll sort it straight away.
Q: What if I haven’t received my order yet?
A: If for some reason you haven’t got your order when you think you should (Delivery Information), please contact our helpful Customer Service Team at orders@b2ss.com.au and we’ll be right onto it.
Q: Can I track my current order online?
A: You’ll receive another email when your gear has been dispatched, so you know you’ll be enjoying them very soon! If you’ve got any questions, please contact our brilliant Customer Service Team at orders@b2ss.com.au and we’ll sort it straight away.
Q: Can I place an order online and collect it from a store?
A: Unfortunately no, we don’t have a physical store. Our courier will delivery your order fast.
Q: How long will my order take to arrive?
A: Your order should arrive to you within 3-5 business working days.
Q: Do parcels need a signature when they’re delivered?
A: Yes, all parcels received need a signature when they’re delivered. If there’s no one authorised to sign, the delivery driver will leave a card and the parcel will be returned to the nearest Australia post for you to collect.
Q: I live overseas but I want to send my order to an address in Australia. Can do?
A: Yep, no problems! Just order as per normal. If you have a foreign credit card, that’s fine.
Q: Do you deliver overseas?
A: Not at the moment, but we hope to very soon. Watch this space!
Delivery problems
Q: What if my order is damaged when I receive it?
A: It’s pretty unlikely, but should your order arrive damaged, please contact our helpful Customer Service Team at orders@b2ss.com.au we’ll be right onto it!
Q: What if I’ve received an item I didn’t order?
A: Again, please contact our Customer Service Team at orders@b2ss.com.au . We’ll sort it straight away.
Returns FAQs
Q: How do I return something I don’t need anymore?
A: Easy – contact our brilliant Customer Service team at orders@b2ss.com.au and we’ll help you out.
Q: Can I return a Brother 2 Sisters Supplies item that’s been sent to me as a gift?
A: Absolutely, as long as you keep the tax invoice that comes with the parcel. Contact our helpful Customer Service team at orders@b2ss.com.au and we’ll sort it.
Q: Can I return something that I’ve bought online to a Brother 2 Sisters Supplies?
A: If you paid online with your credit card, you can simply return the product via post. If you used PayPal for your purchase, we can only process refunds and exchanges by mail. If you decide that you’d like to post it back to our online store then you’ll have to pick up the postage charges. Of course, if an item happens to be faulty, or we’ve sent you the wrong thing, then Brother 2 Sisters Supplies will pick up the costs of posting it back.
Refunds and Exchanges
Q: What happens with refunds and exchanges?
A: If you’ve bought your item online and are not 100% satisfied with it, we’ll gladly offer you an exchange. Or, if you paid full price you can also choose a full refund. We just ask that goods being returned are in unworn, original condition, with all original tags and packaging attached. Please contact our helpful Customer Service team at orders@b2ss.com.au.
Q: How will I be refunded if I return an item?
A: If your refund is processed by our Customer Service team, it’ll be returned to the same account that was listed on your order – for example, into your credit card account.
Q: How long will it take to receive my refund?
A: Once our Customer Service Team has processed it, your refund will be returned to your nominated bank account within 3 working days. If it’s not there after this time, please call your bank to find out why.
Q: Are there any items I won’t be able to return?
A: Sorry, but there are some things we can’t accept for return or exchange. Our Health and Hygiene Policy means we can’t accept underwear, swimwear or jewellery unless it’s faulty. Non-merchandised items, such as gift cards and event tickets, are also not eligible for return.
Q: My item is faulty. What should I do?
A: Please contact our Customer Service Team at orders@b2ss.com.au and we’ll get it sorted straight away.
Customer Service – Getting Help
Q: Help! I’m having trouble shopping online
A: No worries – just speak to one of our helpful Customer Service Team at orders@b2ss.com.au. we’ll sort it for you.
Q: What if I can’t find something I’m looking for on the website?
A: Please contact us and we’ll do our best to help you, with a great alternative!
Q: How is my personal info used?
A: We’ll only ever use your personal information when it’s necessary for carrying out our service to you our customer.
Terms and Conditions
Q: Do you have online terms and conditions?
A: Yep – check ‘em out here.
