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FAQs

ORDERING

How long do orders take to process before being shipped?

All products are pre-sale and expected to ship in August.

Our processing time before an order ships is usually 3-5 business days (excluding weekends and public holidays) after the products have become available, however it can sometimes take longer over busy periods.

We email a confirmation once it ships, that includes tracking information.

 

Can I edit the delivery/billing address after an order has been placed?

We are sometimes able to change an address once an order has been placed, however it isn’t always possible. Please email us and we will advise next steps.

store@superspecial.com.au

 

Can I make changes to an order after it has been placed?

We are sometimes able to make changes to an order once it has been placed, however it isn’t always possible. Please email us and we will advise next steps.

store@superspecial.com.au

 

Can I cancel an order after it has been placed?

We are sometimes able to cancel an order once it has been placed, however this isn’t always possible to do before it has shipped (yep, we’re speedy!). Please email us and we will advise next steps.

store@superspecial.com.au

 

I received the wrong size/item

We're so sorry this has happened! While we try to ensure all orders are accurate, they are hand picked so there is occasionally human error.

Please email us with your order number and the details of the wrong item you received (size or style) and we will get the correct item shipped out to you with express shipping as soon as possible.

store@superspecial.com.au

 

PRE-ORDERS

How do pre-orders work?

We ship pre-orders the week of release, with intention for it to arrive on release day. International customers - we try to send earlier, however due to the nature of the industry we often do not receive all the appropriate assets until the last minute.

 

When do I get charged for a pre-order?

Pre-orders are charged at the time the order is placed.

 

How long do orders take to process before being shipped?

Our processing time before an order ships is usually 3-5 business days (excluding weekends and public holidays) however it can sometimes take longer during busy periods.

We will email you a confirmation once it ships, that will include tracking information.

 

PAYMENT

What payment methods can I use on Secret Sounds Store?

We have many payment options, all listed below.

Credit Card
Debit Card
Gift Vouchers

Afterpay


We take security very seriously, your details are safe with us.

We take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone. 

 

Can I return my product?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

 

Can I cancel or return a ticket or digital download?

Sorry we cannot return or cancel tickets or digital downloads.

 

How does AfterPay work?

AfterPay is a payment method which allows you to buy now and pay later, making budgeting easier, allowing you to break down your payments into four equal instalments. 

How does it work?

- AfterPay is available to all customers with a billing and delivery address registered in Australia only.

- Your order will need to total between $20-$1500 in order to be able to pay with AfterPay.

- To pay using AfterPay, you'll need to provide a valid and verifiable email address, a mobile number as they may need to contact you and an Australian credit or debit card. It's important that you provide the correct details, as you won't receive the relevant payment information.

- Once you've placed your order using AfterPay, you'll receive an email from them and also your 24Hundred order confirmation email.

- You'll be requested to pay for your 4 instalments online every 2 weeks. You can pay at your convenience, with no extra cost via credit or debit card.

- You'll receive a reminder two days before your payment is due via SMS or email.

 

When will my account be charged for my Secret Sounds Store order?

Your card will be debited once your payment has been approved by your bank or provider.

If your card is not authorised, your card will not be debited, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.

 

Will I be charged international transaction fees?

You may be charged international transaction fees by your bank if you're shopping outside Australia - this charge comes directly from your bank and is outside of our control.

We can't guarantee that when you place your order you will or won't be charged a fee.

You may also be charged customs or import duties once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be. Customs policies and charges vary widely from country to country and we recommend that you contact your local customs office for further information. When customs charges are due, it may impact the time it takes your parcel to reach you.

 

PACKAGING

What sort of packaging do you use to ship orders?

We are constantly working to improve our packaging to ensure that materials used are as sustainable and environmentally responsible as they can be. Wherever possible, we avoid plastics, have switched to compostable mailers and use cardboard to package vinyl and bulky items.

The team at Super Special Merchandise are constantly looking at how we can improve in our efforts and will regularly update FAQs with regards to our sustainability efforts.

 

DELIVERY

Products are expected to dispatch mid-August 2021.

 

How much does delivery cost?

Delivery costs are calculated at checkout, based on your delivery country and the service you select.

Domestic Delivery Australia Wide:

  • Express - 1-4 Business days - $15
  • Standard - 2-8 Business days - $10

International Delivery (from Australia)

  • Standard International - 6-27 Business days - $20

 

How long will it take to receive my order?

Domestic Delivery Australia Wide:

  • Express - 1-4 Business days - $15
  • Standard - 2-8 Business days - $10

International Delivery (from Australia)

  • Standard International - 6-27 Business days - $20

 

Do you ship overseas?

Yes, we ship all over the world. Shipping costs apply and are added at checkout.

 

Will I be charged customs or import duties?

Customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.

We have no control over these charges and cannot predict what they may be.


Customs policies and charges vary widely from country to country and we recommend that you contact your local customs office for further information.

When customs charges are due, it may impact the time it takes your parcel to reach you.

 

Is my order on the way to me?

Products are expected to dispatch mid-August 2021.

Once an order has been dispatched from our warehouse, you will receive an email with a link to track it right to your door.

Our processing time before an order ships is usually 3-5 business days (excluding weekends and public holidays) however it can sometimes take longer over busy periods.

 

The tracking link says my order has been delivered, but I haven’t received it?

Please check around your property, with your neighbours and also with your local post office.

If you can’t find it, please contact the carrier for details before contacting us.

There are times that the tracking shows an item is delivered but it doesn't get dropped off until the next day or so. If you still haven't received the item in 3 business days, please email us and we will follow up with the carrier.

store@superspecial.com.au

We will do everything we can to sort this for you, whether that is a replacement, refund or finding the parcel.

 

My order has been lost in transit, can you help?

Yes we can! If you haven't done so already, please lodge a missing parcel enquiry with the carrier via your tracking link, then let us know when they have responded.

We will do everything we can to sort this for you, whether that is a replacement, refund or finding the parcel.

 

My order was damaged in transit, what do I do?

As we try our best to provide exceptional service, some factors like shipping and handling are outside of our control, and issues like this can happen unfortunately.

Please email us with your order number, and photos of the damage so we can get it sorted for you.

store@superspecial.com.au

 

I ordered multiple items, only some have arrived, can you help?

If you ordered multiple items they may be delivered in separate packages at different times, as we have multiple warehouse locations.

Please check your order confirmation email for details.

 

Why has my order been returned to Super Special Merchandise?

If your order has been returned to us by one of our delivery partners, it is probably for one of the following reasons:


- The parcel was refused
- The carrier was unable to access the address
- The delivery address was incomplete
- The parcel was damaged in transit

Please contact us with your order number and we will organise to have it redelivered to you.

store@superspecial.com.au

 

RETURNS

What is your returns policy?

We are happy to offer returns on any unworn, original conditioned items within 30 days of ship date.

If you have purchased the wrong size/colour/product we are more than happy to return the item for a store credit or refund.

If you would like to return your item/s for another size or product, please email our customer service team first to ensure we have the stock available. We will process the exchange for you manually.

We do not accept returns or exchanges on sale items, nor any items that have been washed or worn.

We cannot exchange or refund tickets or digital downloads.

 

Alternatively contact our customer care team - store@superspecial.com.au

 

Can I return an item?

We are happy to offer returns on any unworn, original conditioned items within 30 days of ship date.

If you have purchased the wrong size/colour/product we are more than happy to return the item for a store credit or refund.

If you would like to return your item/s for another size or product, please email our customer service team first to ensure we have the stock available. We will process the exchange for you manually.

We do not accept returns or exchanges on sale items, nor any items that have been washed or worn.

We cannot exchange or refund tickets or digital downloads.

Alternatively contact our customer care team - store@superspecial.com.au

 

Can I return an item and exchange it for something else?

We are happy to offer returns on any unworn, original conditioned items within 30 days of ship date.

If you have purchased the wrong size/colour/product we are more than happy to return the item for a store credit or refund.

If you would like to return your item/s for another size or product, please email our customer service team first to ensure we have the stock available. We will process the exchange for you manually.

We do not accept returns or exchanges on sale items, nor any items that have been washed or worn.

We cannot exchange or refund tickets or digital downloads.

Alternatively contact our customer care team - store@superspecial.com.au

 

Do I have to pay for items to be returned?

Yes, unless your item is faulty, or you have been sent the incorrect item. We also recommend you send them back via a tracked delivery service so you can keep an eye on the delivery progress.

 

Have you received my return?

Once an item has been returned to us, and it has been received by our warehouse team, we will reach out to you to organise a replacement or refund - please include this in your return notes when you submit online.

Even if the tracking link indicates an item has reached our warehouse, it can take some time for us to process so please allow up to 7 business days for your return to be processed.

Please note, processing can take longer through busy periods and when there are delivery delays.

 

How long until my return is processed?

Once an item has been returned to us, and it has been received by our warehouse team, we will reach out to you to organise a replacement or refund - please include this in your return notes when you submit online. Even if the tracking link indicates an item has reached our warehouse, it can take some time for us to process so please allow up to 7 business days for your return to be processed.

Please note, processing can take longer through busy periods and when there are delivery delays.

 

I received the wrong size/item

Please email us with the details of the wrong item you received (size or style) and we will get the correct item shipped out to you as soon as possible.

store@superspecial.com.au

 

REFUNDS

When will I receive my refund?

Depending on your bank or card issuer the refund may take up to 10 working days to reach your account. Reimbursement of funds will be allocated back to the original form of payment used for purchase.

If you still haven’t received the money into your account 10 business days after receiving a refund confirmation email from us, please contact us and we will look into it for you.

 

PRODUCT

What size should I order?

Our size charts for all garments are located here.

 

I received a faulty item – help!

So sorry about this! While we do Quality Check all items, this can sometimes happen.

Please email us with your order number, and photos of the faulty item so we can get it sorted for you.

store@superspecial.com.au

 

How do I know that I’m buying a genuine product?

We only stock genuine and authentic items, bought directly from the Label, as a Licensed Product or in collaboration with the artist.

We don’t buy fakes, but there are a lot out there.

Profits from our products go straight to the artists you love.

 

TECHNICAL

I can’t sign into my account, what should I do?

If you receive a message that says your email address/password isn't recognized, follow the steps below:

Step 1: Check your email address

Make sure you are using the same email address and password you registered with.

Step 2: Change your password

If you can't remember your password, click on the ‘forgotten password' link on the sign in page. You'll be prompted to enter your email address, and we'll email you with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

Step 3: Delete your cookies

Try deleting your cookies, often clearing these means you can access your account. Please be aware this may also remove any items from your basket or Saved Items if you're not logged into your account before clearing your cookies.

If your issue isn’t password related, here are a few things you may want to check:

- Make sure that ‘Block all cookies’ function is disabled on your browser’s settings.
- Check that Javascript is enabled on your browser’s settings
- Make sure that you don’t have any content blockers installed.
- Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won’t be able to access your account. You can resolve this problem easily by setting the time on your device to default.


If after this you still can't sign in, get in touch with our Customer Care Team giving as much detail as you can about the issue, including screenshots of any error message you get and what you've done so far to try to resolve it.

store@superspecial.com.au

 

I’ve forgotten my password, how do I reset it?

If you've forgotten your password, it's really simple to get back into your account.

Step 1
Click on the icon to sign-in to your account, located in the top right-hand corner of the screen.

Step 2
Click the 'forgot password?' link and enter your email address.

Step 3
We'll then email you a link directly to your registered email address to reset your password.

 

Having trouble finding the email?

We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account.

 

What can I do if I’m not receiving emails from 24Hundred?

When signing up to 24Hundred you'll be requested to consent to receive marketing subscriptions after placing your first order. If you don't confirm when registering your account, then the only emails you will receive are Order and Return Confirmation emails, any responses from our Customer Care team and any emails we feel contain important information that you should hear about.

If you did consent, there may be a number of reasons why you're not getting these from us. It's worth carrying out the following checks:

1. Check your junk/spam
Your email software may be marking our emails as junk mail. To stop this from happening, please add store@superspecial.com.au to your email address book.


2. Update your marketing preferences
Check that you've agreed to receive our marketing emails by logging into your account and clicking 'Contact preferences'. If you aren't signed up to receive our marketing communications, then a notice will appear to inform you that we've stopped sending you emails and texts. To change this, click 'Confirm Preferences' to start receiving all emails from us, including marketing subscriptions.

3. Check your email address
Make sure you typed in the correct email address when you signed up with us. Just sign-in to your account (if you can remember which email address you used) to check this.

5. Contact Us
If after this you're still having trouble, contact our Customer Care Team and provide as much detail as you can about the issue.

store@superspecial.com.au

 

I’m having trouble entering an address on my account?

Bummer! Try the steps below:

Step 1: Log into 'My Account'
You can add, remove and update your address details by logging into ‘My Account' and clicking on the ‘Add New Address' or 'Edit' button under your ‘Address Book'.

Step 2: Click 'Add New Address'
To add a new address, click 'Add New Address' and fill out the fields. If the address finder doesn't locate your address, you can click 'Enter Address Manually'.

If your address is too long to fit into ‘Address 1' then you can use ‘Address 2' for the second line of your address details.

Step 3: Save your new address
Whenever you update or add an address, always remember to click ‘Save' so that the new details are ready for you next time you shop.

 

ENVIRONMENT & SOCIAL RESPONSIBILITY

Do you use environmentally friendly packaging?

We are constantly working to improve our packaging to ensure that materials used are as sustainable and environmentally responsible as it can be.
Wherever possible, we avoid plastics, have switched to compostable mailers and use mostly cardboard to package vinyl and bulky items.

The team at 24Hundred are constantly looking at how we can improve in our efforts and will regularly update FAQs with regards to our sustainability efforts.

Please see the ENVIRONMENT & SOCIAL RESPONSIBILITY page for more information.

 

What are we doing to minimise our impact on the environment?

The team at Super Special Merchandise stand by our responsibility to clients, customers, colleagues and supply partners in ensuring that the items we make and sell are produced under acceptable conditions and in an ethical way.

The team at Super Special Merchandise are constantly looking at how we can improve in our efforts and will regularly update FAQs with regards to our sustainability efforts.

Please see the ENVIRONMENT & SOCIAL RESPONSIBILITY page for more information.

 

Any other questions?

You can contact us via email store@superspecial.com.au 

Our customer service team are available to chat Monday to Friday, 9am - 5pm AEDT excluding public holidays. We usually respond within 24 hours, however it can sometimes take longer over busy times.

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