FAQ

How can I track my order?

You should receive an email and SMS with your tracking information as soon as your order has been dispatched. Please get in touch via the ‘Contact Us’ page if you require further assistance.

What is a PRE-ORDER?

A PRE-ORDER is a style that has not yet arrived into our Warehouse. We release selected styles for PRE-ORDER to meet customer demand. An estimated date of dispatch will be included in the product description where it states; it could arrive earlier or later than estimated. If you order any in-stock styles with a Pre-Order styles your entire order will not be dispatched until your Pre-Order arrives into our Warehouse.

The product I would like to order is out of stock. How can I be notified when it is back in stock?

You can simply head to the style online that is ‘out of stock’ and subscribe to the ‘BACK IN STOCK NOTIFCATION’ by leaving your email address. Once the style is re-stocked you will be notified via email.

What does the ‘PICK-UP’ option mean?

We offer a ‘PICK-UP’ option for our customers located close to our Footscray Head Office or alternatively if you simply prefer to make a drive by rather than being posted. This can be useful for customers wanting to have their order in time for the weekend, and who are concerned their order may not arrive in time via Australia Post. You will be notified via EMAIL when your selected ‘PICK-UP’ order is ready to be collected. Your order will be taken out to you upon arrival. Simply call us & one of our friendly team will run it to you. No need to even leave your car! Unfortunately, we don’t offer a try on service for our pick-up customers.

Do you have a sizing chart?

Our sizes vary from style to style so we are unable to provide an accurate sizing chart. We do offer sizing guides on most of our products in the description. Below is a General Sizing Guide for our store:

Feather and Noise General Size Guide

XS - 6      S - 8-10      M- 10-12      L-14      XL - 16

Can I make changes to my order once processed?

Unfortunately, once an order has been processed online we are unable to make changes or cancel. This includes Pre-Orders also.

How do I return my order if something is wrong?

You can request a return by logging into your account via our website. Go to ‘My Returns’ and select ‘Request Return’ to notify us of your return. If you checked out as a guest you can do this via the link included in our ‘Returns’ page. We can only accept returns within 14 business days from your received date. 

Can I get a refund if I return my order?

No. Unfortunately we only offer exchange or store credit on any return orders.

Do I pay for postage if I return my order?

Yes. The goods are your responsibility until they reach our office, so please ensure you use a postal service that insures the value of the items you are posting.

How long do I have to use my store credit?

Credits are valid for 12 months from issue date.

How do I apply a credit to my order?

Your credit should be available for you to apply automatically at the checkout screen, please ensure you are logged into your account to retrieve your credit. Credits can only be used by the credit holder.

How do I combine my order?

You can combine a new order with a previously placed order if the original order hasn’t been dispatched. Simply write the original order number in the COMMENTS section so our staff know your previously placed order. If you select ‘Combine’ and the order your trying to combine with has been dispatched you will be asked to send through a postage payment.

Do you have a shop?

Feather and Noise is an online business only. We do offer styling sessions in our styling suite, you can read more about these in our ‘Styling sessions’ tab online at; https://featherandnoise.com/styling-sessions

Are Styling Sessions available outside of the calendar hours?

We generally suggest that you aim to book during our open hours online. As this is when we have a qualified stylist ready to look after you. From time to time we can accommodate group or weekend bookings if arranged in advance. However, this will depend on availability only.

Can I order gift vouchers online?

Yes, you can do this via our ‘Vouchers’ tab.

Do you have an extra question up your sleeve that we haven’t answered? Don’t hesitate to get in touch via the ‘Contact Us’ page where one of our customer service team members will endeavour to assist you within 24-48 hours. 

 

What personal information do we collect from the people that visit our website?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.

When do we collect information?
We collect information from you when you place an order, subscribe to our newsletter, or enter information on our site.

How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
To administer a contest, promotion, survey or other site feature
To quickly process your transaction

How do we protect visitor information?
We do not use vulnerability scanning and/or scanning to PCI standards
Your personal information is contained behind secure networks and is only accessible by a limited number of persons who have special access rights to such systems and are required to keep the information confidential.  In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order, enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use 'cookies'? 
We do not use cookies for tracking purposes.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies.  You can do this through your internet browser.  If you disable cookies off, some website features may be disabled that make your site experience more efficient and some of our services may not function properly.  However, you can still place orders.

Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.

Third Party Links
Occasionally at our discretion we may include or offer third party products or service on our website.  These third-party sites have separate and independent privacy policies.  We therefore have no responsibility or liability for the content and activities of these linked sites.  Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Google
We have not enabled Google AdSense on our site.

How does our site handle do not track signals?
We honour do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.

Does our site allow third party behaviour?
It's also important to note that we do not allow third party behavioural tracking.

Should a data breach occur?
Should a data breach occur we will notify the users via email within 7 business days.

Contacting Us
If there are any questions regarding this privacy policy you may get in touch via the ‘Contact Us’ page.

ABN 11456618836