FAQ

Payments

What payment methods do you accept?

Credit/Debit Cards: We accept Visa, Mastercard, American Express, and other major credit/debit cards. Simply enter your card details securely during checkout.

PayPal: You can use your PayPal account to make payments securely. Simply select the PayPal option during checkout and follow the prompts to complete your purchase.

Afterpay and Zip Pay: Enjoy the flexibility of Afterpay and Zip Pay, allowing you to buy now and pay later in four equal installments, interest-free. Select Afterpay or Zip Pay at checkout and follow the instructions to set up your payment schedule.

Apple Pay and Google Pay

Do you you accept buy now, pay later options?

Yes, we offer Afterpay and Zip Pay as our buy now, pay later options for your convenience. With Afterpay and Zip Pay, you can split your purchase into four equal installments, with no interest or hidden fees, as long as payments are made on time.

Is my payment information secure?

Absolutely, we prioritise the security of your payment information. We utilise industry-standard encryption technology and secure payment gateways to ensure that your payment details are protected during transmission and storage. Whether you're entering your credit/debit card information, using a third-party payment service like PayPal, you can rest assured that your payment data is handled with the utmost care and confidentiality.

When will my payment be processed?

Your payment will typically be processed immediately after you place your order. If you're using a credit/debit card or a payment service like PayPal, the transaction will be authorised and processed at the time of checkout. Similarly, if you choose a buy now, pay later option such as Paypal Pay in 4 or Afterpay and Zip Pay, the initial payment will be processed immediately, and the remaining installments will be scheduled according to the terms of the payment plan.

Returns

What is your return policy?

• Customers have 30-days from time product is received to make a return on their order if damaged or faulty.
• If an item is damaged or faulty, customers have the option to return for refund, exchange or store credit. Please contact us at hello@possandsoss.com.
• Any items sent back without requesting a return will not be accepted.

Who covers the cost of return shipping?

• Once confirmed as a valid refund as per our returns policy, we will cover the cost of return shipping.

How long does it take to process a return?

Refunds, exchanges and store credits will be processed once the damaged or faulty product has arrived back for manual processing.

Refunds can take up to 2-5 business days to clear back to your original payment. If you have still not yet received your refund, please call your bank provider for further details. Alternatively, reach out to us via hello@possandsoss.com so we can assist.

Orders

How do I place an order?

Placing an order with Poss&Soss is easy and convenient. Here's a step-by-step guide to help you through the process:

Browse our Website - Start by browsing through our items. You can use the navigation menu or search bar to find specific items, or simply explore the various categories and collections available.

Select Items - Once you find a gorgeous piece you'd like to purchase, select the desired size, colour, and quantity, then click on the "Add to Cart" button. You can continue shopping and adding more items to your cart, or proceed to checkout when you're ready.

Review Your Cart - When you're ready to complete your purchase, click on the shopping cart icon or "View Cart" button to review the items in your cart. Here, you can make any necessary adjustments, such as updating quantities or removing items.

Proceed to Checkout - Once you're satisfied with your cart, click on the "Checkout" button to proceed to the checkout page. Here, you'll need to provide your shipping address, select your preferred shipping method, and review your order.

Enter Payment Information - Next, you'll need to enter your payment information to complete the purchase. We accept various payment methods, including credit/debit cards, PayPal, Afterpay, Apple Pay, Google Pay. Follow the prompts to securely enter your payment details.

Review and Place Order - Before finalising your order, take a moment to review all the details, including your shipping address, selected items, and payment information. If everything looks correct, click on the "Place Order" button to finalise your order.

Confirmation - Once your order has been successfully placed, you'll receive an order confirmation email containing details of your purchase, including an order number and estimated delivery date. Keep this email for your records, as it will also contain important information regarding tracking and updates on your order's status.

That's it! You've successfully placed your order with Poss&Soss. If you have any questions or encounter any issues during the ordering process, please don't hesitate to contact our customer service team for assistance. We're here to help make your shopping experience as smooth and enjoyable as possible.

We hope you enjoy your pieces as much as we have loved creating them for you xx

Can I make changes to my order after it has been placed?

Once an order has been placed, we begin processing immediately to ensure prompt delivery. However, we understand that you may need to make changes under certain circumstances. Here are the general guidelines regarding changes to orders:

Address Changes - If you need to update your shipping address, please contact our customer service team as soon as possible. Depending on the stage of processing, we may be able to update the address before the order is shipped. However, once the order has been shipped, we cannot modify the address.

Item Changes - Unfortunately, we cannot directly modify items within an order once it has been placed. If you wish to add or remove items, or make changes to sizes, colours, or quantities, please contact us via hello@possandsoss.com so we can assist as best possible.

Cancellation - Unfortunately once an order is placed we can not make any changes. Please contact us at hello@possandsoss.com for any further information.

How can I check the status of my order?

To check the status of your order with Poss&Soss, you can follow these steps:

Order Confirmation Email - Upon placing your order, you should have received an order confirmation email. This email contains important information about your order, including an order number and a summary of the items purchased. Check your email inbox (including your spam or junk folder) for this confirmation email.

Order Tracking - Once your order has been shipped, you should receive a shipping confirmation email containing tracking information. This email will typically include a tracking number and a link to track the delivery status of your package. Click on the tracking link to view real-time updates on the whereabouts of your order as it makes its way to you.

Can I track my order?

Once your order has been shipped, you should receive a shipping confirmation email containing tracking information. This email will typically include a tracking number and a link to track the delivery status of your package. Click on the tracking link to view real-time updates on the whereabouts of your order as it makes its way to you.

Can I cancel my order?

Unfortunately once an order is placed we can not make any changes. Please contact us at hello@possandsoss.com for any further information.

Shipping

What shipping options are available?

The specific shipping options available may vary depending on your location and the items in your order. Here are some common shipping options:

Standard Shipping - This is the default shipping option for most orders. Once your order is processed, Aus Post can take between 3 to 7 business days for delivery, depending on your location within Australia. For international delivery Aus Post can take between 5 to 9 business days depending on your location world wide.

Express Shipping - For those who need their orders to arrive more quickly. Once your order is processed, Aus Post can take between 1 to 3 business days for delivery, depending on your location within Australia.

What are the shipping costs?

Australia Wide:

Standard Shipping: $10.95 Flat fee
Express Shipping: $14.95 Flat fee

International:

Standard Shipping: $25.95 Flat fee

Do you offer free shipping?

Yes, we may offer free shipping under certain circumstances. Our free shipping threshold is $99AUD/USD on orders Australia/US wide and Australian/US based customers will receive free shipping if their order is above this threshold. In addition, free shipping promotions can vary and may be available for a limited time or for specific orders.

During the checkout process, if your order qualifies for free shipping based on any of the above, you'll see the free shipping option available for selection.

Sizing

Yes, we have a size guide. You can find it here.

Other

How do I sign up for your newsletter or email updates?

Signing up for email updates is easy! Here's how you can do it:

Website Signup Form - Visit our website and look for a signup form or subscription box in the footer or via a pop up. Enter your email address into the provided field and click the "Sign Up" button.

Checkout Process - When you place an order on our website, you may have the option to subscribe to our newsletter or email updates during the checkout process. Look for a checkbox or opt-in prompt that asks if you'd like to receive updates, promotions or news via email.

By signing up for email updates, you'll be the first to hear about new arrivals, exclusive promotions, special offers, and other exciting news from Poss & Soss.

Do you have a loyalty program for repeat customers?

Not right now, but keep you eyes peeled for updates in this area as our small business grows!

How do I contact customer support?

Please contact our team at hello@possandsoss.com with any questions you may have!