Frequently Asked Questions

 
Do I need to create an account to shop with simonhart?
No. While establishing an account will deliver you benefits such as regular newsletters, exclusive discounts and special offers, it is not a requirement.  Feel free to browse the site and start shopping.

If you do wish to set up an account, please click the JOIN section in the top right hand corner, and follow the easy steps to establish an account.

How do I opt-out of my emails from simonhart?
You can opt out of receiving promotional communications by clicking unsubscribe in the body of the email. Alternatively you can contact our Web Administration on ihaveaquestion@simonhart.com.au

When contacting our Web Administration please be sure to include your full name and the email address you used when you registered with or made a purchase from Simon Hart.

Please note it may take up to 10 working days to process your email request, during which period you may continue to receive communications from Simon Hart.

I haven’t received a confirmation email; what do I do?
Following placing your order with Simon Hart, you will receive an order confirmation via email, after which the system will preauthorize your credit card.

If your credit card fails, you will be sent an automated invalid email which will contain a link to your shopping cart for you to either replace or repay your order. This will continue to loop until your credit card has been authorized. It is not until your order has been authorized that your validation email will be sent.

Alternatively, you may have spelt your email address incorrectly, given an email address that does not exist or your spam filter may have blocked the message.

How long will it take for my order to be delivered?
Once we have received your order, it will be dispatched the same or next business day.  Depending on the level of service you have selected (Standard, Premium, Priority) estimated shipping times are between 3-7 business days depending on your location in Australia.

Where do you ship to?
Simon Hart Pty Ltd is an Australian based company, shipping to all destinations Australia wide.  We do not transact or ship internationally.

Pricing
All prices are in Australian Dollars (AUD$) and include 10% GST.
All prices are correct at time of publication.

I’ve ordered the wrong size, can I exchange it?
We understand it happens sometimes.  You can exchange the size of any product you buy by sending the product back to us at our distribution centre. Please contact us prior to sending the item back via any one of our contact options. Please note our online store may be out of stock for the new size you are after. If this is the case, we’ll contact you via email with options.

I have received a faulty item
We want all our customers to receive top quality product, so if you think there is a fault with an item you have received, let us know straight away by contacting our delivery team via email at ihaveaproblem@simonhart.com.au

We will aim to resolve any issues with a faulty item as quickly as possible, but we need to know as soon as you discover the fault.

Please include as many details as possible about the order and the fault, and we will either replace or refund as soon as possible.

An item is missing from my order
Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens we will send you an email notification to advise there will be an item missing from your order. You will not be charged for items that are not sent, and the amount will be refunded via your method of payment.

Please check your packing slip – this will show all items that should have been delivered. If what you have received does not match the packing slip, please contact our Deliveries team via email at ihaveaproblem@simonhart.com.au

Will I have to pay another courier fee for return or replacement product?
No. If you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for standard delivery on the outgoing parcel.

Can I change my delivery address once I have ordered?
Yes, within 6 hours of placing your order as Simon Hart dispatches daily.

Please email Simon Hart at ihaveaproblem@simonhart.com.au quoting your order number and state your new delivery address. Alternatively, please call 0439 387 625.

Refunds
Please choose carefully.  We do not normally give refunds if you simply change your mind or make a wrong decision.  You can choose between a refund, exchange or credit where goods are faulty, have been wrong described, are different to the product purchased on the website or doesn’t do what it is supposed to do.

Merchandise accompanied by your original Simon Hart sales receipt may be returned within 14 days of purchase. The merchandise must be unworn and in its original condition (with all original tags attached). Worn, damaged or altered merchandise may not be exchanged, returned or refunded.

The address for our distribution centre is:
Simon Hart Returns
PO Box 799
West Perth 6872
Western Australia

Please make sure the items are returned accompanied by your original Simon Hart sales receipt. The merchandise must be unworn and in its original condition (with all original tags attached). Worn, damaged or altered merchandise may not be exchanged, returned or refunded.

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