FREQUENTLY ASKED QUESTIONS
In order to provide you with the quickest solution to your enquiry please see to the below FAQ’s.
1. I have seen a product but it no longer seems to be on the website?
Unfortunately the product is no longer online as we are out of stock, however one of stores may still have stock available.
Contact us on 1300 738 774 or firstname.lastname@example.org for stockist information.
2. Can I order over the phone?
Unfortunately we do not accept orders over the phone for security reasons. All orders must be placed online.
3. How long will it take for my order to arrive?
We aim to get your order to you as soon as possible. Orders are processed and dispatched daily, except for weekends and public holidays. Any order placed on a weekend or public holiday will be processed and sent the next business day. We will endeavour to have your items sent to you as per our delivery time frame. If there are any problems with delivery of your order, we will contact you via email and/or phone as soon as possible to let you know.
Below are approximate Australia Post delivery times: Sydney Metro - next day delivery, Melbourne & Brisbane Metro - 2 business days, Adelaide Metro - 3 business days, Perth & Darwin Metro - 4 business days and Tasmania - 4 business days. For all regional orders - the delivery time will take slightly longer depending on the state and region.
Express Post: ovenight delivery to metro areas.
International and New Zealand
International orders are couriered with Australia Post and generally take 3-10 days to reach New Zealand. For all other countries it may take up to 14 days for your order to be received depending on your country's customs process. More details on International delivery can be found on our delivery page.
The above delivery times should be used as a guide only and during peak periods, such as Christmas and New Year, there may be additional delays – where we are advised of any increase in delivery times we will clearly display these on our delivery page.
4. Can I change or amend my order once it’s been placed?
Yes. Please contact us soon as possible on 1300 738 774.
5. Does GUESS.com ship internationally?
The GUESS online store only ships within Australia and New Zealand.
6. How can I track my order?
Once your order has been processed you will be sent an email with an Australia Post tracking number that can be used on http://auspost.com.au/track/track.html to track your order.
7. How can I return an item?
If you are not completely satisfied with your purchase, refunds and exchanges are welcome subject to the conditions stated in our returns policy. GUESS is happy to exchange or refund for change of mind on full priced items within 14 working days of receipt of your order. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. For all ‘change of mind’ purchases all items must be in the original conditions as purchased, with labels, tickets attached. You will be refunded back to your original method of payment.
Please address your returns to:
GUESS Online Returns
Unit 14/ 37-41 O’Riordan Street
The GUESS online store does not issue or accept credit notes.
8. How do I order online?
Simply click on the item you wish to buy, select the size and colour required and click 'add to bag'. You can then continue shopping and add additional items to your bag or click 'Checkout Now'. Once you have finished selecting the items you would like to buy, click on ‘Go to checkout’ on the product page or click on the shopping bag in the top right hand corner of the screen. To purchase a product on the website, you first need to Login, if you are already a member, Join up if you are not, or checkout as a Guest. Please note; you will need your credit card (we accept Visa, Mastercard or AMEX) or paypal account details to place your order.
9. When will I be charged for my order?
If your card is authorised, payment will be taken when the order is placed and you will receive an email confirming that your order has been successful.
10. What currency does GUESS use?
All prices have a default display in Australian Dollars, including GST.
11. Can I use or purchase gift cards and vouchers online?
The GUESS online store does not accept or issue Gift Cards or vouchers. These can only be purchased and redeemed in store.