Delivery

If you’re concerned that your order has been lost or misdelivered, email [email protected] as soon as possible so we can investigate. Allow up to two business days for us to get back to you.

Allow two to three business days for our vendors to fulfil and dispatch your order, but please note that during busy times dispatch may take longer. And don’t forget to check the junk/spam folder in your email inbox in case your confirmation email has been misdirected there by your email service provider. If it's been longer than three business days (weekend don't count!) please email us at [email protected]

Once your order has been dispatched by the vendor, you’ll receive an email confirming the dispatch and containing a tracking number. Click ‘Track My Order’ in this dispatch confirmation email to go to the relevant delivery provider’s website, where you’ll be able to track your order.

We know mistakes happen but it’s your responsibility to make sure that your postal and other delivery information is correct. We can’t be held responsible for an incorrect or failed delivery if you don’t supply your current, accurate postal address or other relevant information that’s requested. If your order is returned to the vendor due to an incorrect address or because it hasn’t been collected from the Post Office, the vendor reserves the right to require you to pay any further delivery costs.

If you notice on your confirmation email that you’ve entered an incorrect address, email [email protected] as soon as possible and we’ll do our best to rectify the issue. Allow up to two business days for us to get back to you.

Yes, the majority of our vendors can!

If the vendor of your item offers express delivery, it will appear as an option on the checkout page.

Delivery times vary depending on the vendor's location, your location and the delivery method. See Can I track my order once it’s dispatched? to find out how to track your order.  

We’re a marketplace, which means we don’t have a central warehouse. Our vendors dispatch the items sold on our marketplace from their own warehouses, so they set their own delivery costs. We don’t have input on or control of these costs. If you purchase items from multiple vendors, you’ll see the delivery costs set by each vendor (including where you’re eligible for free delivery - see Do you offer free delivery? for more info) when you view your cart. These costs will be added together to provide you with a total delivery cost at the checkout.

Orders and payment

We don’t offer to match prices displayed on other websites because our prices are the most up-to-date prices offered by our vendors.

We currently only offer Afterpay as a buy-now-pay-later option.

We accept Visa, Mastercard, and PayPal.

If you need to change, cancel or edit an order, please do so as soon as possible by emailing [email protected] We’ll contact the vendor to confirm that they can amend or cancel your order. Please note that an amendment or cancellation isn’t always possible - it’s at the discretion of the vendor. If an amendment or cancellation isn’t possible, you can follow the change-of-mind return process (or see How to return items for a refund section for more information) once you have received your items.

Other

If you haven’t found the answer you’re looking for, email [email protected] with your question. Allow up to two business days for us to get back to you.

Products

We love to receive feedback from our customers! Go to the Starts at 60 Marketplace homepage and find the product you’d like to leave feedback about using the search bar. Once you’ve found the product, scroll down the product page until you reach the ‘Review’ section - then type to your heart’s content!

If you can’t find the information you need on the product page, email [email protected] with the product name and your question/s. Allow up to two business days for us to get back to you.

Our vendors have different sizing guides so check out the size guides on the specified product's page. Please note that all size guides are approximate.

Yes! Go to the Starts at 60 Marketplace homepage and look for ‘Brands’ in our menu. This will show you all of our brands and you can browse products under each brand.

Returns and exchanges

Some of the items on the Starts at 60 Marketplace come with a warranty provided by the seller. Check the product description to see if your item has a warranty and to understand the terms of that warranty. If you want to use the warranty on an item you’ve purchased, email [email protected] with your order number and images of your faulty item and we’ll get back to you by the next business day with information on the next steps.

While our vendors strive to provide high-quality items and secure delivery, accidents happen! If you receive an item that’s faulty or damaged, email [email protected] with your order number and images of your faulty or damaged item and we’ll get back to you in approximately two business days with the next steps.

While our vendors work hard to despatch orders accurately, they’re human and humans sometimes make mistakes! If you’ve received the wrong item, email [email protected] with your order number and we’ll get back to you in approximately two business days with information on the next steps.

If you need to change, cancel or edit an order, please do so as soon as possible by emailing [email protected]. We’ll contact the vendor to confirm they can amend or cancel your order as per your email instructions.  

Please note that an amendment or cancellation isn’t always possible - it’s at the discretion of the seller. If an amendment or cancellation isn’t possible, you can follow the change-of-mind return process (or see How to return items for a refund section for more information) once you have received your items.

To initiate an exchange of an item purchased from the Starts at 60 Marketplace, email [email protected] with your order number, which item/s you’d like to exchange (if your order contained multiple items) and what you would like to exchange them for. 

We’ll contact the seller of your item, who’ll review your exchange request and respond to us with authorisation if the exchange is possible. Once the seller confirms your exchange is authorised, we’ll notify you by email. Please note that sellers typically respond to exchange authorisation requests within two business days of receipt of request. 

For authorised requests, you'll receive an email from us containing the seller's address and mailing instructions. The seller may require you to cover the delivery cost of your new item. As we mentioned above, you’ll need to cover the return delivery costs and email [email protected] with the return tracking number.If your exchange request can not be fulfilled by the seller and your request for exchange was made within the 30 days of the date of purchase, you’ll be offered a full refund. Outside of this 30-day period, we won’t be able to assist with exchanges.

To initiate the return of an item purchased from the Starts at 60 Marketplace, please email [email protected] with your order number, which item/s you’d like to return (if your order contained multiple items) and the reason for the return. 

We’ll contact the vendor of your item, who’ll review your return request and respond to us with authorisation if the return is permitted. Once the vendor confirms your return is authorised, we’ll notify you by email. Please note that vendors typically respond to return authorisation requests within two business days of receipt of request. 

For authorised requests, you'll receive an email from us containing the vendor's address and mailing instructions. The customer is required to cover the return delivery costs and email [email protected] with the return tracking number.

Once our vendor has received the returned item and checked to make sure it’s in original condition, they’ll notify us. We’ll then advise you that we’re starting the refund process. It can take up to five days for your refund to be processed so please be patient with us.

More information on our return / exchange policy can be found here.

We offer conditional returns or exchanges on most items within 30 days of the date of purchase if you change your mind. 

Our conditions for change-of-mind refunds and exchanges are: 

  • Returned items must have tags still attached and must be in the original packaging (branded dust bags, shoe boxes, jewellery packaging and similar), which must be in original condition. You don’t need to return plastic outer packaging or postal bags.
  • Returned items must have no visible signs of wear or use.
  • Items must be returned within 30 days of the date of purchase - yes, we said that earlier but it’s really important!

You’re responsible for paying the delivery costs of returning your item to us. These delivery costs are non-refundable and you must supply a return tracking number (you’ll find more information on this in the How to return items section). We can’t process refunds on items that are lost or damaged while being returned if a tracking number hasn’t been provided.

There are, however, some items we can’t offer change-of-mind returns or exchanges on. For a full list of those items and our full return policy, click here.