FAQS

We accept the following payment methods online:

• Visa
• Mastercard
• American Express
• PayPal
• Afterpay
• Suzanne Grae Gift Cards

Unfortunately, we do not accept Diners Club, cheques, or money orders.

If the order confirmation page appeared after your payment and you received an order confirmation email then your payment has gone through.

If you’re still unsure, please contact your bank for further information.

Please double check that the card details you supplied (including the expiry date, card type and CCV number) are all correct. Otherwise you can enter the details of another card, and try again.

If the problem persists, you can contact your bank for details of why the payment was declined. 

Unfortunately, vouchers/promo Codes are non-refundable, so please choose your items carefully when redeeming a voucher/promo code on your order.

For online orders, the discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price less the apportioned discount amount.

We cannot accept phone payments for online purchases. 

When you use Afterpay, you pay for your items in 4 instalments over 6 weeks, without incurring any interest.

To use Afterpay, add items to your shopping cart, then select Afterpay from the available payment options.

You pay for the first instalment of 25% at the time of purchase, and the remaining three instalments will be automatically deducted from your nominated debit or credit card over the following six weeks.

Step one: Add your items to your shopping cart.

Step two: Select Afterpay as your payment method at the checkout.

Step three: You’ll be redirected to Afterpay to login or create your account.

Step four: Your payment schedule will be displayed.

Step five: Track your payments, check available spend limits, and make early payments in the Afterpay app.

To set up an Afterpay account you’ll need to:

• Live in Australia or New Zealand
• Be over 18 years of age
• Have an Australian/New Zealand debit or credit card
• Have a valid and verifiable email address and mobile number
• Have a valid and verifiable email address and mobile number
• Be capable of entering into a legally binding contract
• Credit checks apply

For full terms and conditions visit www.afterpay.com/terms.

Afterpay caps late fees to help keep costs manageable for customers who miss a payment. Late fees will never exceed 25% of the order total or $68 per order, whichever is lower.

How this works:

• For orders under $40: A one-time late fee of up to 25% of the order total applies
• For orders of $40 or more: A $10 late fee is charged when a payment is missed. If the outstanding amount remains unpaid after seven days, an additional $7 late fee applies. This is the same for all late payments until the 25% cap or $68 amount is reached. To remain within the cap, we may charge partial amounts of the $10 and $7 fees.
• You can check your General Terms for other late fees caps that may apply.
• Afterpay is committed to doing everything they can to help you not miss a payment, including sending you payment reminders and offering options to reschedule upcoming payment dates.
• Afterpay is designed to be completely different to traditional credit products that charge interest, so that customers are never in a situation of high compounding interest and revolving debt.

Afterpay can be used online and in stores.

To shop in-store, you’ll need to download the Afterpay app and set up the Afterpay Card. You can add it to your digital wallet via the ‘In-store tab’ in the app. Then when you’re shopping in-store, just tap to pay with Apple Pay, Google Pay or Samsung Pay. 

To shop online, select Afterpay as your payment method at the checkout. You’ll be redirected to Afterpay to login or create your account.

Afterpay has been built with a range of security features and services to help keep your accounts secure, including monitoring transactions to identify fraudulent trends and behaviours, multi-factor authentication, and encryption to protect your information. 

You can find out more on at Afterpay’s safety and security page.

Items purchased with Afterpay can be returned for an exchange or refund, subject to Suzanne Grae’s Returns Policy. 

Returns or refunds will be processed, and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.

Afterpay available with no minimum spend on all Australia orders.

To find out more, visit the Afterpay website.

For any queries about Afterpay, including payments, declined orders, or your Afterpay account, please email info@afterpay.com.au.

All prices are in Australia dollars (AUD) and you will be charged in Australian dollars.

For international orders please note you may be charged an additional international transaction fee by your credit card provider which may be shown separately or together on your statement.