FAQs
When will my order be dispatched?
We aim to dispatch your order within 1-2 business days. During peak periods such as Christmas this may be longer, if we cannot dispatch your order we will notify you within 2 business days.
How long will my order take to reach me?
Regular shipping within Australia takes between 4 to 7 business days, but can be up to a maximum of 10 business days during peak periods. Express shipping varies depending on your locality. It usually takes 2-3 business days depending on whether you are in a metro or regional location.
Our New Zealand customers can expect shipping to take between 3-6 business days.
How will I know when my order is shipped?
When your order has been shipped you will receive a ‘shipping confirmation email’, so it’s important your email address is correct when you first place your order through our online store. Please notify us as soon as possible if you find your contact details are incorrect.
I have not received any notification of my order being sent?
Please check your spam or junk folder and promotions folder, as sometimes our emails can land there by mistake. To make sure you don’t miss any future updates - including confirmation and dispatch notifications, sales, and promotions - feel free to add our email address (service@ysert.com) to your address book.
How can I track my parcel?
It’s easy to track your order with the parcel tracking number/link provided in your shipping confirmation email.
Can I change my shipping address?
If there is an error in your shipping address please contact us at service@ysert.com as soon as you realise. If the item has not yet been shipped your address can be easily corrected. If your parcel has been collected by the delivery service you will need to make an enquiry with them directly. Unfortunately we cannot replace missing parcels if there has been customer error when supplying delivery information.
Do you ship Internationally?
Yes, we do, You can find out more about shipping on our Shipping page.
How do I return my order?
You are welcome to return items within 30-days of purchase. Simply go to the ‘Returns and Exchanges’ page, read our Returns Policy, print and fill out the ‘Returns’ form , or use the returns portal if available and ship your item/items back to us. For more returns policy information click here
Can my refund go back onto an alternative card?
Your refund can only be processed onto the card used to make the order. If you have had your card reissued due to fraudulent activity the refund will still make it back to your account through the payment gateway. If you have cancelled your account please contact us to discuss alternative options for your refund.
How will I be refunded?
Refunds are issued in the same tender as the original purchase. For example, if the item was purchased using a Visa card, the credit will be refunded to the same Visa card.
Gift Vouchers are not redeemable for cash or refund. If you purchased an item with a Gift Voucher or Store Credit and return that item you will be refunded onto the Gift Voucher or back to Store Credit. If you have forgotten the Gift Voucher code, we can resend it to you.
When will I receive my refund?
Refunds to Credit Card and PayPal are fairly instant, but might take up to a couple of days to transfer between financial institutions.
How can I exchange an item?
If you want to exchange any eligible garments, Please use our returns portal for a smooth experience. alternatively if using the returns form, please stipulate the item you want in exchange, including the size and colour. If that item is still in stock when we receive the returns parcel we will send it to you. If it has sold out, we will refund you as per our 'refund policy' guidelines. You are welcome to request a different item altogether in exchange, and if there is any difference in price we can invoice or refund you.
It is the customers responsibility to pay the postage to send any returns back to our warehouse. We are happy to cover the cost of sending back to the customer.
One exchange-cycle per order, regular post.
Are there any items excluded from the returns policy?
Items $30 and under, or discounted by 30% or more can only be returned for store credit. Refunds and exchanges are not available on these items unless they are faulty.
We do not accept returns of any jewellery due to hygiene reasons.
Returns must be in their original condition, unwashed and unworn, with their tags still intact.
What do I do if I'm not happy with my item?
Returns are welcome at Ysert. We want you to find the garments that you love and feel most gorgeous in.
Check out our ‘Refund and Returns’ page
I have received a damaged or faulty item in my order.
Please contact us via email or the returns portal within 7 days of receiving your goods, and send through some photos of the damage or the fault so we are able to assess what we can best do for you.
What Payment options are there?
We accept payments via Credit Card and PayPal.