Frequently Asked Questions

Below you will find the answers to some of the most common and frequently asked questions about ordering from our site. 

If you cannot find the answer you are requiring below then please feel free to contact us on 1300 732 292 or email us at admin@soulmothers.com.au .
 

Account Information

You will need to create an account to complete checkout. Before you are ready to checkout, you can add items to your shopping cart without creating an account. All your personal information added to your account will be handled as per our privacy policy.

How do I manage my account?

You can change, add or update any of the details in your account by logging in to your account at any time. When in your account your can manage your address details, change your password, view your previous orders, track the progress of your current order and manage your newsletter subscription. If you would like any assistance with managing your account contact us on 1300 732 292 or admin@soulmothers.com.au

I have forgotten my password, what should I do?

If you have forgotten the password for your account simply go to the My Account page (link located in top right of webpage) and click on the Forgot Your Password link. Enter the registered email address and you will be sent details for a new password. If you need any assistance with resetting your password, please contact us.


Ordering

How can I place an order?

You can place an order via the online store using our secure checkout, 24 hours a day 7 days a week. Orders can also be placed via phone or email.

What happens when I place an order?

Once you have completed checkout you will receive a confirmation email that your order has been received. Please contact us if you do not receive this email. Once your order has been processed you will receive an additional email and a shipping email which will contain the details of the carrier of your parcel and the tracking number.

Can I add to an existing order?

You can add to an existing order by contacting us via email or phone. Please contact us as soon as possible as we cannot add to the order if it has already been shipped.

Can I return an item that doesn’t fit?

Yes you can return or exchange items in line with our Exchange and Refund policy.

Can I come into your store to try on clothes?

We are an online store and unfortunately at this time we are unable to have you visit to try on or shop.

Can I pick up my order?

We are located and Melbourne and may allow pick up of items when pre arranged. As we are an online store we cannot guarantee this will be available so please contact us and check if its convenient.

How fast do you process orders?

We aim to process orders within 24 hours of receiving them. While we don’t guarantee this (because we are a family and sometimes family commitments prevent it), whenever possible, we pack and ship your order the same day if the order is placed before 3pm. If you are in urgent need of your item, please choose Express Post and contact us and we will gladly assist wherever we are able to.  


Postage

How much do you charge for delivery?

For a convenient shopping experience we offer two flat rate shipping fees for delivery anywhere within Australia.

Regular Post $8.95  
Express Post $11.45
Orders over $150 FREE regular post

Do you ship internationally?

At this stage we do not ship internationally, however feel free to contact us as we may be able to quote for international shipping.

Do you ship to PO Boxes and Parcel Lockers?
Yes we ship to PO Boxes and Parcel Lockers Australia wide using Australia Post.


Delivery

How long do deliveries take to arrive?

All orders are posted from Melbourne, Victoria.  Deliveries are sent via courier or Australia Post depending on the nature of your order.  For smaller items, we usually use Australia post. Delivery times vary depending on where you are located in Australia and can take up to 10 days. If you require the order urgently we recommend selecting Express Post.

My parcel hasn’t arrived?

If your parcel hasn’t arrived when you expect it, first check the tracking number you have been provided with on the Australia Post or Smartsend website as this may indicate when your parcel is expected to arrive. If no tracking information is available or you require further assistance please contact us and we will do our best to find out where your parcel is.


Payment methods

What payment methods do you accept?

We accept all major credit cards through our secure payment gateway. We also accept payment via Paypal and Direct Deposit.

EFT can be made into the following account:

Name: Soul Mothers 
BSB:   803 152   
Acc#:  023583
Bank:  Circle Alliance Bank

Site Security

Is the site secure?

Our site is protected by the highest level of security by one of the most recognised internet security
providers in the world McAfee Secure which means you can order knowing your details are 100% safe. You can verify our site by clicking the McAfee logo that appears in the bottom right corner of our site.