FAQs

Do I need to create an account to shop at your online store?

No, you do not need to create an account to shop with us. You can make a purchase using our Guest Checkout. However, by creating an online account you can:

  1. Check out faster
  2. Update and save your details
  3. Review past orders
Help, I've forgotten my password!

Easy fix. To reset your password simply click on the person icon in the header bar. Once you arrive on the 'login' page simply click the 'forgotten password' link. From there, follow the prompts and you'll have a new password in no time. 

I'm having trouble with my shopping cart?

Any item you add to your shopping cart will be reserved for you for 6 hours so you can continue shopping. After 6 hours, you will receive an email notification reminding you of the items in your cart. If at this time you choose not to proceed with purchase then those items will be removed from your shopping cart and made available for others to purchase. 

If you’re still having problems with your shopping cart, please contact us.

There's a problem with my order. Who do I contact?

Its really important to us that you're satisfied with your order, so please contact us straightaway if you feel something has gone wrong with your order.


How will I know if my order has been successfully placed?

You will always receive an email confirmation immediately after your order has been successfully placed.

How much does shipping cost?

You can choose from the following postage options at Checkout:

AUSTRALIA

1) Flat-rate Standard postage Australia-wide (4-7 business days): $5.00

2) Flat-rate Express postage Australia-wide (2 business days): $10.00

3) Spend $100 or more in one order and we'll post it to you for FREE!

NEW ZEALAND

1) Flat-rate Standard postage New Zealand-wide (5-7 business days): $15.00

2) Flat-rate Express postage New Zealand-wide (3 business days): $30.00

How long will it take for my delivery to arrive?

This will depend on which delivery method you select during the checkout process.

AUSTRALIA

1) Flat-rate Standard postage Australia-wide: 4 - 7 business days.

2) Flat-rate Express postage Australia-wide: 2 business days

NEW ZEALAND

1) Flat-rate Standard postage New Zealand-wide: 5 - 7 business days.

2) Flat-rate Express postage New Zealand-wide: 3 business days

Can I track my order?

Yes you can. As soon as your order has been dispatched we’ll send you a confirmation email with a tracking code to track your order from dispatch through to delivery. You can track your order anytime at http://auspost.com.au/track/ using the tracking number supplied in your Order Confirmation email.

Do you deliver internationally?

Yes. However, currently we only deliver to Australia and New Zealand. 

Can I change or amend my order once it has been placed?

Once you have placed your order, we will not be able to make any amendments, which includes combining orders or adding items to an existing order.

Can I change my shipping address after my order has been placed?

Once you have placed your order, we are unable to redirect your purchase to another address. Accordingly, please ensure you finalise your shipping address during checking out and make sure that the address is correct.

Can I ship to multiple addresses?

Currently not. We suggest you to place a separate order for each destination if you would like to send your purchases to multiple destinations.

My order has not arrived yet. Where is it?

If you order has not arrived by the date you expected based on the method of shipping you selected during checkout, please contact us and quote your order number.

What is your returns policy?

Please view our Returns Policy here.

Am I able to return an item/(s)?

You are entitled to a refund for items you purchase from Pocket Squad Girls if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or

(b) not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or

(c) not fit for its purpose, meaning that the item does not do what you reasonably expected it would; or

d) the garment does not fit as you would expect it to; or

e) you change your mind

AND you return the item within 30 days after the item is received by completing the Returns Form and posting it back to Pocket Squad Girls. 

Pocket Squad Girls reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

PLEASE NOTE: 

  1. We can only accept returns if items are unworn and in their original condition with labels/tickets attached.
  2. All returns must comply with our full Returns Policy
How can I return an item/(s)?

By completing the Returns Form that was provided with your order and posting it back along with the item/(s) to the address below:

Pocket Squad Girls Pty Ltd

PO BOX 633

Brentford Square VIC 3131

Please include a copy of the postage receipt in the satchel when you return the item. If your item is assessed as outside the acceptable standard of wear, this postage cost will be reimbursed to you upon receipt of the returned item.

I've lost my Returns Form, what now?
How will I know when you've received my returned items?

As soon as we receive your parcel with your Returns Form we will notify you via email. Please contact us if you do not receive an email notification confirming receipt of your returned item/(s) 10 business days after posting it.

How long will it take for a refund to appear in my account?

Please allow 14 business days after you have posted your return for a refund to appear in your account.

What methods of payment do you accept?
  • PayPal
  • AfterPay
  • Google Pay
  • Apple Pay
  • Visa
  • Mastercard
  • American Express
  • Diners Club
Why was my payment declined?

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.

What currency do you use for online purchases?

All prices and purchases are in Australian Dollars.

Do you accept phone payments?

We cannot accept phone payments for purchases in our online store.

How safe is shopping online?

Protecting your personal information is extremely important to us, so you can shop assured in the knowledge that our site is secure. 

Please also note that we do not sell or trade your personal information to any third party organisations or individuals.

For more information about your privacy, please see our Privacy Policy.

Where are Pocket Squad Girls' products made?

Our Pocket Squad Girls dolls are ethically made in China.

Our Pocket Squad Girls clothes are ethically made in Bangladesh.

What is Pocket Squad Girls' Privacy Policy?

Pocket Squad Girls is committed to protecting your privacy. Click here to view our Privacy Policy.

What is the Official Squad Member Program?

A Rewards Program for you - because you deserve to be rewarded!

Why should I become an Official Squad Member?

Because you deserve to be rewarded! As an Official Squad Member you will get access to exclusive offers, discounts and a first look at all things new!

How can I become an Official Squad Member?

That's an easy one – join here!

What are the Official Squad Member Terms & Conditions?
How can I redeem my Official Squad Member discount codes?

By entering the unique discount code into the 'Gift Card' field on the 'customer information' page during checkout. 

Can I use my Official Squad Member discount code in conjunction with other offers?

Your Official Squad Member discount codes cannot be used in conjunction with any other offer unless otherwise indicated.

What is the Official Squad Member Privacy Policy?
How can I unsubscribe?

By sending us an email OR clicking the 'unsubscribe' link in the footer of one of the email communications you received from Pocket Squad Girls.

Media enquiries?

For all media enquiries please email us at contactus@pocketsquadgirls.com.au.

Why a gift card?

Gift cards provide you with a flexible way of purchasing a gift for someone by allowing the recipient to choose their gift from Pocket Squad Girls's fabulous range of jewellery.

How do I use a gift card to make an online purchase?

By inserting your unique gift card code into the Gift Card field on the 'Customer Information' page during the checkout process.

How can I purchase a gift card?

You can purchase a gift card in just the same way you would any other product featured on our website. Click here to view all gift cards.

Do I have to spend the entire gift card balance in one transaction?

No, you can spread the gift card balance over multiple transactions.

How can I check my gift card balance?

The balance is displayed beside the gift card when applied to the shopping cart during checkout. You can also check your balance by visiting the unique gift card link sent via email when you purchased the gift card.

Can gift cards be used in conjunction with a discount code?

Yes they can.

Does my gift card have an expiration date?

Yes. Gift cards are valid for 24 months from date of issue.

Still got a question? We're here to help!
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