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FAQs


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

We accept: Visa, Visa Debit, MasterCard, PayPal and AfterPay (Australia Only)

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)

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?

A few days after you order, you'll get a confirmation email that it's been shipped with a link to tracking. For further details, visit our shipping page here Express orders within Australia should arrive within 1-2 business days. Standard orders should take 3 - 4 business days. Delivery time does depend on location and local postal service capacity.

DOES THE CONNECTION COVER CUSTOMS, DUTIES AND TAXES?

The Connection 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. 

WILL I NEED TO BE HOME FOR MY DELIVERY?

We have signature on delivery for all parcels, if you are not home for delivery your package will be waiting for you at your local post office. 

HOW DO I TRACK MY ORDER?

We have made it so easy! You will also receive tracking details direct to your inbox once your item has been shipped. You can also input your tracking information on the Australia Post website here

I DIDN’T RECEIVE 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 customercare@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 customercare@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?

Of course! Size is everything when you want a tailored look. Please email us at customercare@thecon-nection.com to let us know. In the meantime, feel free to repurchase your correct size so there is no wait time. 

CAN I CANCEL MY ORDER?

We work fast, so please get in touch ASAP if you'd like to cancel your order. If it hasn't been packed or shipped yet, we'll be able to cancel and refund you the full amount. 

I MADE AN ERROR IN MY ORDER?

Please email customercare@thecon-nection.com with all the details and we'll do our best to get it sorted. We do work quickly, so it's possible that your order will be processed, packed and shipped before we can request changes. But it so, simply return the order to us and we'll get in touch so a new order is sent ASAP.

DO YOU OFFER ONLINE LAYBY?

We do not offer lay-by but we have Afterpay available which is four easy payments. 

HOW DO I RETURN MY ITEM?

It’s easy! Please email us at customercare@thecon-nection.com

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

Yes, you will have to cover the postage cost unless The Connection is at fault (e.g. the piece is faulty or there's been a shipping error) Please get in touch with customercare@thecon-nection.com

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

Oh no, we know that feeling. We cannot guarantee if we will be getting that piece back in. You can email us at customercare@thecon-nection.com to double check and we'll try our best to get your sorted.

I FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT

Unfortunately, due to our internal systems, we can't process discount codes once the order has been paid for. 

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 Connection, 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.

DO YOU HAVE STORE THAT I CAN COME AND VISIT?

We’re currently only trading online.

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