FAQ's

Frequently Asked Questions

Hey babe, you probably have a lot of questions and we likely have answers for most of those. So please check out our answers to some common questions below.

 

How do I know when my order has shipped?

We provide tracking information by email or SMS. Once the tracking number is uploaded to the system, this message is sent out. If you're concerned about a late delivery, please drop us a line with your name and order number.

 

If I place an order today, when can I expect to receive it?

Please visit our Shipping Info page for further detail.

How do I track my order?

Most of our orders are sent with Australia Post. Use the tracking number provided by email or SMS to get an update on your order. The link to the tracking page at Australia Post is here

What's your return policy?

Please visit our Returns Page for further information. You are welcome to return product for store credit subject to return eligibility.

Are your sizes true to size?

Good question, we rely on sizing information from suppliers and trusted brands. Some items will naturally be a loose fitting item, like certain jumpers or relaxed fit dresses, whilst others are more fitted. Whilst we aim to provide a consistent fit across all products, when we notice a size is a little small or big, we will make a note in the description. You are welcome to provide feedback to our customer care team via email, phone or chat, or ask us for further information on a style.

How do I use or check the balance of my store credit?

You can check on any store credit / gift vouchers by logging into your account here. If you have trouble logging into your account, please follow the lost password prompts or contact us for assistance or any queries.

Once you've logged into your account, to use any credit, visit the checkout once you've finished shopping and you'll find the gift card or discount code field is shown at the shipping method page in checkout. Add your store credit code and press apply before continuing onto the payment method page. Use the credit first before paying any remaining balance.

I sent my return off but you haven't given me a credit yet?

Please allow us time to receive, check and process your returns and apply any credit to your account. Once your return has been processed, you can expect an email or SMS with details.

 Having trouble with Safari - Product page without sizes and add to cart?

We are aware of a limited amount of customers experiencing difficulties placing orders using Safari. The problem relates to Safari viewing the product details page in Reader mode. To workaround this issue. Scroll to bottom of an affected page and look for where the URL heysara.com is. To the left there should be a symbol aA, click on that to bring up the settings menu. At the top select Website Settings and switch off Use Reader Automatically then press done. Problem Solved!

Alternatively, you can shop normally with Google Chrome or another web browser. We are working with our development team on a more permanent solution for those few customers that are affected.

 

What is AfterPay and how does it work?

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
  • Be capable of entering into a legally binding contract
  • Credit checks apply
    For full terms and conditions visit www.afterpay.com/terms
    *Late fees, eligibility criteria and T&Cs apply. Australian Credit Licence 527911.

    What if I return items paid for by AfterPay?

    No problem, just complete your return as usual, when the return arrives to us, we process your return subject to normal return eligibility.

    Items purchased with Afterpay can be returned for an exchange or refund, subject to 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. 

    Can I pay using Cryptocurrency?

    We now accept the following cryptocurrencies as payments through our Coinbase merchant facility. Bitcoin, Bitcoin Cash, Dai, Ethereum, Litecoin and USD Coin at the prevailing Australian dollar conversion rate. Our standard refund and exchanges policy applies where store credit is issued for returns other than faulty items and where Australian Consumer Law applies.