FAQs

Shipping

COVID-19 DELAYS
Omicron is upon us and our fulfilment centre is working overtime to post your orders, however, we are experiencing delays outside of our control due to logistic constraints and reduced work forces. Please allow a minimum of up to 7 business days for your express order to arrive.

Type Cost Estimated time
US, Canada & Mexico (Express) Free on orders over $400
$15 for orders under $400
4-7 Business Days*
Asia, Europe, UK & Pacific Islands (Express) Free on orders over $400
$15 for orders under $400
4-7 Business Days*
Rest of the World (Express) Free on orders over $500
$25 for orders under $500
2-7 Business Days*
Type Cost Estimated time
Australia (Standard) Free 3-8 Business Days
Australia (Express) Free on orders over $200
$10 for orders under $200
1-3 Business Days
New Zealand (Express) Free on orders over $300
$13 for orders under $300
2-3 Business Days*

*Please allow additional time on estimated shipping due to COVID-19. 

All orders are dispatched from our Melbourne Warehouse via DHL Express. Track your order HERE via DHL.

Shipping costs are in USD.

If you are shopping from Australia or New Zealand, please visit our Australia store HERE.

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When will my order be packed and sent?
All orders placed before 2pm (AEST) Monday-Friday will be dispatched that day, with any orders placed after this cut-off time dispatched the following business day.

We've made a commitment to ensure orders are sent out as soon as possible, however during high volume periods such as sales and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.
How do I track my order?
Once your order has been shipped, we will send you a shipping confirmation email with your tracking number.

All international orders ship via DHL Express. To track your order, enter your tracking number at the DHL website HERE.
Do I have to be at home to receive my order?
In most cases, if your parcel is sent to a home address and no authorised person is available to sign then DHL will attempt delivery again the next business day.

If there is no one home on the second delivery attempt, the driver will leave a card will be left and your parcel will be taken to your local post office or DHL sorting center. If your parcel is not collected within 5 business days, it will be returned to sender.

Please note that you can specify for your parcel to be left unattended, however steele cannot take any responsibility for parcels that are lost or stolen.

Please ensure you enter your correct mailing address as steele cannot take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.
Do you ship to PO boxes?
We are unable to deliver to PO boxes or forwarding addresses.
I’ve entered the wrong shipping address!
Please contact our Customer Care team HERE immediately if you have entered the wrong mailing address and we will try our best to redirect it as soon as possible.

Please note that steele can not take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.
Do you ship to my country?
We ship to most countries worldwide. Head to our Australian website HERE if you are shopping from Australia/New Zealand.

Due to Russia's current Customs Authority Restrictions we are unable to send orders to Russia.
Where is my international order?
All international deliveries are shipped with DHL Express. Please note the time frames above are transit times.

When international orders reach their destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
Does my order include taxes and duties?
Please be aware that any items shipped internationally may be subject to import duties and taxes applicable to your country or the country you’re shipping to. The recipient of the shipment is the importer on record in the destination country and is responsible for all Import Fees.

steele has no control over these charges, and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customers office for further information.
I didn’t receive an order or shipping confirmation email.
Please contact our Customer Care team HERE. if you have not received an order or shipping confirmation email within 5 business days.

Please note that during high volume periods such as sales and holidays, there may be some delays in dispatching orders.
Refused shipments
If you refuse a shipment from steele you are responsible for the original shipping charges, any import fees that incurred on the package, and the cost of returning the package to steele. This amount will be deducted from your merchandise refund.
My package did not arrive!
Please contact our Customer Care team HERE if your package has not arrived. We can help with any problem.

ONLINE RETURNS

You may return your full price item within 45 days of your order date for refund or credit note.

To make a return, send your items to:

ATTN: steele Returns
733 Glenferrie Road,
Hawthorn, VIC,
Australia, 3122

We do not accept returns on sale items or items purchased with a discount code

(excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion).

You are responsible for shipping charges to return any unwanted items.

We recommend you use a trackable prepaid method of return.

For more information on returns, see our FAQ below.

What is your online returns policy?
steele offers easy 45 day returns from your online order date, simply post back your items back to us using a prepaid and trackable shipping method.

Returned items must be in their original condition, unworn and with all tags still attached.

The items must have been purchased from the steele e-boutique.

The items must be returned within 45 days from the order date.


We do not offer refunds, credit notes or exchanges on sale items or items purchased with a discount code (excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion).
How do I make a return?
To return your items, please use your own prepaid and trackable return shipping method to the following address:

Attn: steele Return
733 Glenferrie Road,
Hawthorn, VIC,
Australia, 3122

If possible, please include your packing slip in with your return.

Returned items must be in their original condition, unworn and with all tags still attached.

We do not accept returns on sale items or items purchased with a discount code (excluding the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion).
What is your returns policy on swimwear?
You are welcome to return your Hunza G swimwear as long as it includes the original tag and hygiene label. Returns will not be processed if your item(s) has been worn.
Can I can return sale items or items purchased with a discount code?
No returns will be accepted for sale items or items purchased with other discount codes. Only full-priced items and items purchased with the 15% First Time Subscriber Discount and 15% Off Two-Piece Sets Promotion are eligible for return.
Can I exchange my items?
Yes, you can exchange your items. Return your items to us for a credit note and upon receiving your items, you will receive a credit that you can use to purchase your desired size or style.

Please note that we do not offer exchanges on sale items, or items purchased with a discount code (excluding the 15% First Time Subscriber Code and 15% Off Two-Piece Sets Promotion).
Can I return a preorder item?
Yes! You can return items purchased via preorder. You will have 45 days from the date of your shipping confirmation to return your item.
How long will it take for the refund to reach my account?
Once we have sighted the goods and approved your return, you will receive an email confirming that your refund has been processed. The funds will usually hit your account within 7 business days but can take up to 15 business days depending on the bank you are with, or the payment method used.
My item is faulty, please help!
We're so sorry for the inconvenience. We can assure you that we pride ourselves on quality control and will endeavour to resolve this issue for you immediately.

Please contact our Customer Care team HERE if you have received a faulty item.

Please find a general guide to brand sizing HERE 

Each style varies from slim/tight fit to relaxed or oversized, so measurements vary per garment. For specific style and fit guides, as well as measurements, please refer to the sizing tab on the individual product description, or contact our Customer Care Team at customercare@steelelabel.com

How do I know what size to purchase?
Each style varies from slim/tight fit to relaxed or oversized, so measurements vary per garment. For specific style and fit guides, as well as measurements, please refer to the sizing tab on the individual product description, or contact our Customer Care team.

Contact our Customer Care team HERE.
How long will it take for my order to ship?
All orders placed before 2pm (AEST) Monday-Friday will be dispatched same day. Any orders placed after this cut-off time will be dispatched the following business day.

We've made a commitment to ensure orders are sent out as soon as possible, however during high volume periods such as sales and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.
How do I track my order?
Once your order has been shipped, we will send you a shipping confirmation email with your tracking number.

All international orders ship via DHL Express. To track your order, enter your tracking number at the DHL website HERE.
When will my order arrive?
All orders are processed and dispatched at our warehouse in Melbourne, Australia. Please see shipping guidelines HERE for estimated delivery times.
Do you use sustainable packaging?
Yes, we do! All steele orders are sent in recyclable or compostable packaging.
Can I change a detail or cancel my order?
Our warehouse processes orders quickly, so if you do make an error or have a change request, please contact our Customer Care team HERE as soon as possible.

We will do our best to accommodate the change if possible. However, in most cases it's likely to have left our warehouse already.
Do I need to supply a post code with my shipping address?
Yes, we require a post code to be able to generate a shipping label for you.
How do I use my gift voucher or discount code?
Click proceed to checkout. You will then have the option to add your gift voucher code or discount code to your order. Please note, only one discount code can be redeemed per order.
What payment methods do you accept?
We accept Mastercard, Visa, American Express, PayPal and AfterPay. Please note AfterPay is only available to customers from Australia, New Zealand and the United Kingdom.
Why isn’t my payment processing?
Please send through an email to customercare@steelelabel.com with a screenshot of the error message that displays so we can better assist you with your payment.
I'm missing an item from my order.
We are so sorry to hear this! If you are missing an item from your order, please contact our Customer Care team HERE immediately and we'll ensure it is sent out to you as soon as possible.
I'd love some advice on how to style the item I just bought. Can you help?
If you have any questions on fit or styling or if you’re looking for product recommendations, our concierge team is always available to help. Contact our Customer Care team HERE or chat with us live on our website.
Mid Year Sale 2022
Our Mid Year Sale will run from 8:00am 02/08/22 until 8:00am 31/08/22 AEST, while stocks last and/or unless otherwise withdrawn or extended. Our Mid Year Sale is available on selected items only, exclusions apply. Prices are as marked. Further markdowns are applicable to already on sale items only.


RETURNS POLICY
All items purchased in the Mid Year Sale are Final Sale. We are unable to accept returns for refund or credit note on sale items, unless deemed faulty.


DISCOUNTS
The First Time Subscriber and Two-Piece Sets 15% Off promotions do not apply on sale products. All prices are final at the time of purchase.

 

DELIVERY
During this peak sale period, there may be a slight delay in dispatching your order. Free standard shipping on all orders.


SHOPPING CART/PRODUCT HOLDS
Please note that adding a garment to your cart does not reserve the item. Please proceed to payment to secure your favourite styles.


QUESTIONS DURING THE SALE
Please contact our customer care team via live chat or email at customercare@steelelabel.com with any questions or feedback you may have during the sale.

Summer Sale
Shop 30% off selected styles. Prices are as marked.


RETURNS POLICY
All items purchased in the Summer Sale are Final Sale, we are unable to accept returns, for refund or credit note on sale items unless deemed faulty.


DISCOUNTS
The the First Time Subscriber and Two-Piece Sets 15% Off promotions do not apply on sale products. All prices are final at the time of purchase.

 

DELIVERY
During this peak sale period, there may be a slight delay in dispatching your order. Free standard shipping on all orders.


SHOPPING CART/ PRODUCT HOLDS
Please note that adding a garment to your cart does not reserve the item. Please proceed to payment to secure your favourite styles.


QUESTIONS DURING THE SALE
Please contact our customer care team via live chat, or email at customercare@steelelabel.com with any questions or feedback you may have during the sale.

I missed out on shopping during your sale, can you extend the promotion for me?
Unfortunately, we are unable to extend our sale offers beyond the specified start and finish dates and times as advertised.
Can I use the 15% Off First Time Subscriber discount on sale items?
No, unfortunately you can't. This offer cannot be used with any other sale promotions or discount codes. You may only use it to purchase one of our full-priced items.
Are the 15% Off Two-Piece Sets Promotion valid with other discount codes and promotions?
No, the 15% Off Two-Piece Sets Promotion is not valid with any other discount codes or promotions. This includes the 15% Off First Time Subscriber Code. The discount will automatically be applied at cart level unless otherwise stated.

We understand you're probably excited to receive your steele purchases soon, so we just wanted to let you know a few things to bear in mind when placing any preorders.

Preorder Delivery Dates
Order Date Style Size Expected Delivery
Orders placed after 21/09 Avril Dress - Ruby Check XS, S, M, L OCT 24 - NOV 4
Orders placed from 21/09 Julio Polo Dress - Prism OS NOV 5 - NOV 20
Preorder Delivery Dates
Style Order Date Size Expected Delivery
Avril Dress - Ruby Check Orders placed after 21/09 XS, S, M, L OCT 24 - NOV 4
Julio Polo Dress - Prism Orders placed from 21/09 OS NOV 5 - NOV 20
When will my Preorder arrive?
Please check your order confirmation to see your delivery window. Estimated delivery dates for all current Preorder items can also be found above. Please don’t hesitate to contact us if you have further questions.

Contact our Customer Care team HERE.
Why do you do offer Preorder?
Our pieces sell out pretty fast as we do not mass produce, so purchasing an item on preorder secures a limited edition piece, in your size and style for any repeats we produce.
How does it work?
Full payment is due at checkout to secure your size and style of a preorder item. When the item arrives at our warehouse, we will ship it within two business days. The estimated shipping date is on the product page, your order page, cart, and checkout. If the estimated shipping date changes, it will update it on the order page, which you can access through your account. We’ll send you a shipping confirmation email when your preorder has been sent out to you.
What if I place a Preorder and Non-Preorder item together?
Please note, if you purchase any additional items with your Preorder, they will ship separately. You will receive in stock items first, followed by your Preorder.
Can I cancel my Preorder if I change my mind?
Yes, as long as it has not left our warehouse yet. If it has left the warehouse and you have received shipping notification, you will need to submit a return. Please refer to our returns tab for more details.
Which shipping options are available for Preorder?
If your order contains only Preorder products, free standard shipping is the only available option. If your order has both Preorder products and in stock products, any shipping method can be selected, but Preorder items will be sent via standard shipping only.
International Womens Day 2022
For the month of March 2022, 15% of sales from all steele. online orders, were donated and distributed between the following selected charities for our International Womens Day 2022 campaign -
• Mettle
• #LetHerSpeak
• TLC For Kids
Flood Relief 2022
In March 2022, steele. donated $10,000 in support of the flood affected communities of Australia. We are in awe of the incredible community spirit shown in the affected regions and our hearts are heavy for those who’s homes and lives have been destroyed. Our donation was made via GIVIT.

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