Why haven't I received an order confirmation?
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- A small typo in the email address entered at the checkout
- Your order is still processing in our systems
- The email has been marked as spam and has been moved to your junk/spam folder
If you still haven't received it within 24 hours, contact our SUBTYPE Curators with the info below and we'll locate and resend your order confirmation.
- First name and last name the order was placed under
- Date when the order was placed
- Payment method used
Why has my order been cancelled?
Your order may be delayed in dispatch if we require further payment information to process the purchase. Reasons for cancellation include:
- Request for additional information is refused or not received within the requested time
- Request for the cardholder to contact us within the timeframe is not met
- The purchase does not pass our security check
- The purchase has connections to previous fraudulent orders
SUBTYPE may require further verification of your order to ensure that it is authorised by the cardholder.
Our SUBTYPE Curators may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
We care about the safety of our customers, their personal information and the protection of their funds.
If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our SUBTYPE Curators will provide more information.READ FULL ARTICLE
Why was my delivery returned to sender?
Our courier partners will not leave a parcel unattended at your delivery address. They will drop the parcel off at the nearest post office for you to collect.
Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.
Rest assured that you will be refunded once your parcel makes its way back to the warehouse.
We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.
We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.
If you have any further enquiries, please get in touch with the SUBTYPE Curators below and we’ll be able to assist you.READ FULL ARTICLE
Why haven't I received a tracking number?
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.
We also recommend checking your spam/junk inbox as it can sometimes land in there.
Click here for ways to track your order.
You can view our Delivery Timeframes to help you estimate the arrival of your order.READ FULL ARTICLE
Can I cancel my order?
Should you wish to cancel your order, please contact our SUBTYPE Curators immediately, either via Live Chat or on 0480 015 179. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times we cannot guarantee this.
If outside of working hours, please lodge an enquiry via email.
Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.READ FULL ARTICLE
Can I change the size or colour of an item after I've placed my order?
Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order.
If you notice that you've made a mistake on your order, please contact our SUBTYPE Curators immediately, either via Live Chat or on 0480 015 179. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item.
If outside of working hours, please lodge an enquiry via Email.
Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy.READ FULL ARTICLE
How can I update my delivery address?
We all make mistakes sometimes! Unfortunately, our SUBTYPE Curators are unable to update your address, we’re so sorry!READ FULL ARTICLE
You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.
Why have I received the wrong order?
Sometimes we make mistakes, we apologize if you have not received what you ordered.
Please contact our SUBTYPE Curators so we can organise a solution for you.READ FULL ARTICLE
*You will be asked to provide proof of purchase as well as some photographs of what you received.