Please send the full name the order was made under, email address and a description of the ordered items to info@southst.com.au. We will check the status of your order and will resend your confirmation email manually.
How Can We Help?
Please find our FAQs below. Alternatively you can email Santana or Chelsea from our Customer Service team (info@southst.com.au) and we will get back to you within 24hours
ORDERS
RETURNS
PRE ORDERS
I DID NOT RECEIVE AN ORDER CONFIRMATION EMAIL
WHEN WILL I RECEIVE MY ORDER?
All orders received by 1pm on a business day are packed & dispatched the same day. Orders received after 1pm will be dispatched the next business day. Orders placed over the weekend or on a public holiday will be dispatched the next business day.
I DID NOT RECEIVE A TRACKING NUMBER?
Please send your name and order number to info@southst.com.au, we will check the status of your order and send you your tracking number manually.
CAN I AMEND MY ORDER OR DELIVERY ADDRESS?
Yes, as long as your order hasn't been shipped. Please email us at info@southst.com.au with details of your order and the change you require as soon as possible and we will do our best to help you.
CAN I CANCEL MY ORDER?
We can cancel your order if it hasn’t yet been shipped. To cancel your order or for more information please contact us on info@southst.com.au as soon as possible.
MY ITEM IS FAULTY
Oh no, we’re really sorry to hear this. Product quality is of paramount importance to us. Please contact us on info@southst.com.au with details of the issue. Alternatively, you can simply return the item through our returns portal.
I NEED TO RETURN AN ITEM
Please lodge your return through our returns portal.
Once submitted, you’ll receive instructions on next steps.
All returned items must be in original condition, with tags attached and in their original packaging.
WHEN DO I HAVE TO RETURN MY ORDER BY?
You have 31 days from the date you placed your order to return your item to us. We recommend submitting your return through the Returns Portal as soon as possible to ensure it reaches our warehouse within this timeframe.
If your return falls outside of the 31 days, please reach out to Santana and Chelsea in our Customer Service team at info@southst.com.au. They’ll review your order details and do their best to assist you with the next steps.
CAN I RETURN A SALE ITEM OR ITEM PURCHASED DURING A PROMOTION?
Whilst we always want you to love your SOUTHST pieces, we understand that things do not always go to plan. However, some items are not eligible for return or refund due to hygiene reasons or the nature of the sale.
- The following items are considered final sale and cannot be accepted back once purchased: Sale and promotional items
- Items purchased from a sample or warehouse sale
- Purchases made using a discount code or during a promotion
- Underwear and swimwear (for hygiene reasons)
- Headwear and earrings (for hygiene reasons)
To be accepted, all items must:
- Be unworn and in original packaging
- Have all tags attached and undamaged
- Be free from makeup, tan, perfume, pet hair or any other contaminant
- SOUTHST reserves the right to deny a return if the items are used, soiled, worn or damaged in any way. Soiling includes but is not limited to: excessive hair, scent/smells, marks or any other contaminate on or within the fabric. Such items are deemed unfit for resale and will be returned to the sender with an emailed notification.
WHEN WILL MY RETURN BE PROCESSED?
Our team aims to process your return as fast as possible so you can get your refund without delay.
Once your parcel arrives at our warehouse, it is checked in and inspected by our quality team before the refund is processed. You’ll receive an email update as soon as it is completed. Please allow 2-3 business days from the time your return is received.
Reach out to Santana and Chelsea in our SOUTHST customer service team if you have any questions at info@southst.com.au.
CAN I RETURN MY ORDER IN STORE?
Yes, you’re welcome to return your order directly at any SOUTHST store, with no need to go through the online Returns Portal. Simply bring your item and proof of purchase to any store and our team will process your return.
If you’d like to make an exchange, we recommend reaching out to Santana and Chelsea in the SOUTHST Customer Service team first at info@southst.com.au. They can check store availability and place your preferred item on hold for up to 24 hours to make sure it’s ready when you arrive.
MY EXCHANGE SIZE IS NOT AVAILABLE
If your preferred size is not available online, please reach out to us in the first instance as we may be able to locate your size in one of our stores & ship from there or we'll be able to let you know the expected restock date. Alternatively, you can either choose another item or style of equal value to exchange or we can issue you a credit note for the full amount with an extra 15% credit loaded. Your credit note will be emailed to you and can be used anytime online or in-store at your convenience. Both options can be processed through our Returns Portal.
WHAT IS A PRE-ORDER?
A pre-order is an item that is currently out of stock but awaiting delivery from our manufacturers that we have made available for early purchase. If you pre-order an item, it ensures you secure that item in advance; you won’t miss out. You will know if an item is pre order as it will be written in the product title and in the product description.
WHEN WILL I RECEIVE MY PRE ORDER?
Pre order dates can differ between products. The estimated shipping dates for pre order items is written on the top of the pre order item product page. If you're unsure please reach out to Santana or Chelsea from customer service; info@southst.com.au.