FAQS

Shopping with Suzanne Grae just got more convenient. If you live or work near a participating store, Click & Collect allows you to order online and pick up your items in-store. Plus, it’s free for orders over $30. 

Simply place your order online and select Click & Collect. Once your order is ready, you’ll receive a ‘Ready for Collection’ email.  You can then head to your nominated store to pick it up.

Important Information: 

• Click & Collect is only available for orders over $30 (after any promotions or discount codes are applied).
• Is not available on Sale items

What do I need to bring?

Please bring your ‘Ready for Collection’ email along with a valid photo ID when collecting your order.

Please note: Click & Collect may not be available for all products at all times.

Accepted forms of ID include: Driver’s Licence, Passport, Proof of Age card, Blind Citizens Card, or a Police, Government, or Armed Services identification card.

Yes, Click & Collect is available for orders over $30 after any promotions or discount codes are applied.

On occasion, we may be unable to fulfil one or more items in your order due to stock discrepancies. If this happens, your entire order will be cancelled, and a refund will be issued to your original payment method.

We’ll also send you an email to let you know if this occurs.

Once you’ve placed your order, it cannot be changed or cancelled, as it will already be sent to the store for picking. You’ll still need to collect your order and can make any changes while in store. If your order is not collected within 14 days, it will automatically be refunded back to your original payment method.

Your order will usually be ready for collection within 1–2 business days after it’s been placed. Once it’s ready, you’ll receive a ‘Ready for Collection’ email.

If you haven’t received this email within the timeframe, please check your junk or spam folder.

If it’s been more than 2 business days and you still haven’t received your ‘Ready for Collection’ email, please contact our Customer Support team at online@cs.suzannegrae.com.au

You can simply return to your nearest store if you have changed your mind about your Click & Collect purchase, within 30 days from the date of collection.

Items must be unworn and in their original condition with labels/tickets attached.For hygiene reasons earrings, cosmetics, lingerie, hosiery, and swimwear, cannot be returned.

For in store returns, provide your order confirmation. See full Returns Policy.

If you do not return the products within 30 days of purchase or you don’t have the original Suzanne Grae tax invoice, Suzanne Grae may refuse to refund. (Note: Gift Cards are not refundable under any circumstances)

Your order will usually be ready for collection within 1–2 business days after it’s been placed. Once it’s ready, you’ll receive a ‘Ready for Collection’ email.

If you haven’t received this email within the timeframe, please check your junk or spam folder. You can also check the status of your order by logging into your account.  

Click & Collect is available in all stores.

During peak periods, Click & Collect may be unavailable and will not appear as an option on the product page or checkout.

You’ll need to bring a copy of your Click & Collect confirmation email or ready for collection email (printed or on your mobile), along with your ID (i.e.drivers licence, passport, or photo identification). 

Orders can be collected from your nominated store during business hours. Please refer to Store Locator for store operating hours.

We cannot process payments for Click & Collect orders in store.

You’ll need to collect your order within 14 days from when you receive your ‘Ready for Collection’ email. 

If your order is not collected within 14 days, your order will be cancelled and refunded to the original payment method.

We’ll also send you an email to let you know if this occurs.

If Click & Collect is unavailable for an item, it may be because it isn’t currently stocked in-store or isn’t eligible for Click & Collect (for example, sale items).

You can still place your order online and have it delivered to your home instead.

Simply head to your nominated store with your ‘Ready for Collection’ email & valid photo ID & one of our team members will have your order ready to go.

1. Click & Collect is available on orders over $30 after any promotion or discount codes have been applied. 

2. Click & Collect is available at select Suzanne Grae stores. 

3. Click & Collect orders incorporate the same Terms as any other order placed on the Website (where relevant).

4. Click & Collect service is currently in a trial period and may be paused or ceased at any time. If your order has been impacted, you will be notified by our Customer Support team.

5. Please keep in mind that orders made during sales events or public holidays (for example Christmas or Boxing Day Sales) may experience delays. 

6. Please note, we are not able to partially fulfill orders at this stage. If an item in your order is unavailable from your selected store, your order will be cancelled, and refunded to your original payment method. 

7. Products ordered via Click & Collect service are generally available for collection within 1 to 2 business days from when the Click & Collect order was placed (excluding weekends & public holidays). 

8. Products ordered via Click & Collect cannot be changed to a different delivery method once the order has been placed.  

9. When your order is ready for collection, we'll send you an email to let you know it's time to head to your selected store. Remember to bring a copy of the email and valid photo ID with you. You will need to wait for your ready for collection email prior to heading into store. 

10. Click & Collect orders will be available for 14 days from the day your order is ready for collection. If uncollected after 14 days, your order will be cancelled, and refunded to your original payment method. Please allow 2-7 business days for the funds to be available in your account. 

11. You may nominate someone to collect your order on your behalf. They will need to present a copy of the order confirmation email, along with their valid photo ID and your contact details before the order can be collected from store. 

12. Title and risk in products pass to you on collection. You or your representative will be responsible for any damage or loss of items after your Click & Collect order has been collected.