Here are some answers to our most asked questions :-)
If you can't find an answer to your question, or solution to your problem, feel free to email us: email@example.com
Yes, we ship worldwide!
Most countries have three international shipping options, Priority, Express and Standard. Our Priority carrier is FedEx (who can deliver in only 2-6 business days), Express is Australia Post (which can deliver in 4 - 10 business days) and the Standard option utilises a combination of Australia Post and your local postal service in your country.
Our Shipping costs DO NOT include your country or region specific Taxes and Duties, unless clearly outlined.
If you are concerned about a delay in your shipping, get in touch with our customer service team via firstname.lastname@example.org with your order number and they we'll look into what could be causing the delay. If your package has been marked as delivered, and you have not received it, please email our customer service team IMMEDIATELY.
WILL I RECEIVE A TRACKING NUMBER?
Yes! All orders will receive an email with an online tracking link. This will link you directly to FedEx or Australia Post. If you have ordered with International Standard shipping, you can also use this same tracking number with your local carrier, to track the parcel more accurately once the package reaches your country.
WHEN WILL MY ORDER ARRIVE?
All orders are shipped via Australia Post. Once an order has been placed and payment/s are received, the order will be sent within 1-3 business days. Orders within Australia may take anywhere from 3-7 business days to arrive to its receiver from date of dispatch. Moana Smile Club is not responsible for the theft or damage of a parcel/article once it has been delivered. The customer is responsible if their package gets redirected to MOANA SMILE CLUB marked as unclaimed. MOANA SMILE CLUB does not offer free shipping back to the customer.
Priroity Orders are shipped via Fedex - International Priority. Express Orders are Shipped via Australia Post eParcel, as are Standard Orders, which will then connect with your local shipping provider.
Once an order has been placed and payment/s are received, the order will be sent within 1-3 business days.
Priority Orders should ensure you receive your order within 2 - 6 business days from the time of postage! How good is that!?
Express Orders should ensure you receive your order within 4 - 10 business days from the time of postage.
Standard Orders should arrive between 10 - 21 business days.
Should there be any issues with your parcel not arriving within this time frame, please email email@example.com where you will be supplied with a tracking reference number to locate the whereabouts of your parcel.
CAN YOU SEND WITHOUT SIGNATURE ON DELIVERY?
We ship all our packages with a signature requirement when possible, to ensure the safe delivery of your new Moana Smile Club piece/s. It is your responsibility as the customer to keep an eye on the tracking and ensure that you are available to sign for your package either upon delivery, or to collect it in person. The customer is responsible if their package gets redirected to Moana Smile Club marked as unclaimed. Moana Smilr Club does not offer free shipping back to the customer. Moana Smile Clib is not responsible for lost or stolen packages if confirmed delivery, and the customer accepts full responsibly for any loss or damage to these items.
There are a couple of ways that you can size yourself for your new Smile Club piece/s.
Our size guide will give you a general idea of where you are going to fall within our sizing range, but please remember - it is only a guide!
The best way to establish your correct size, is to get some help from the experts - our fabulous customer service angels! Not only are these babes wizards at sizing you online, but they also know our collections better than anyone, and can give you an idea of styles that will work best for your gorgeous body!
Click the Chat button below right, or email: firstname.lastname@example.org!
DO ALL SMILE PIECES FIT THE SAME WAY?
All of our lady lumps are so beautiful and unique, it is impossible for one style to fit everyone the exact same way!
So, with that in mind, each style in the Moana Smile Club is designed to fit slightly differently on the body. This allows us to accommodate more body types, and while it shouldn’t affect your sizing too much, it might mean you could vary half a size between styles, especially if you are in between sizes. Again, our customer service team are always there to guide you when trying a new style!
I HAVEN'T WORN ACTIVEWEAR FOR AGES, WHERE DO I START!?
Don’t worry, we’ve got you, girl!
Reach out via chat - below right - or email email@example.com and our amazing customer service babes will be able to give you some personalised sizing advice and help you find the perfect size and style to have you feeling like the beautiful goddess that you are!
If you wish to make a Return, you can begin your Returns Process HERE.
We will happily accept Smile pieces purchased from www.moanasmileclub.com in their original, clean and unworn condition with all tags attached for a store credit. Items must be returned unworn, unwashed, undamaged, unused, and with all original tags still attached. Please only try on shorts and leggings over underwear for sanitary reasons.
You have 20 days from the day you receive your item(s) to qualify for a store credit. Please note: discounted items are not eligible for store credit. All items discounted, purchased on sale or using a promotion code are FINAL SALE and cannot be returned.
If you wish to make a Return, you can begin your Returns Process HERE.
WHEN WILL I RECEIVE A STORE CREDIT?
Once we receive your returned items, please allow 1-4 business days for your return to be processed and store credit to be issued. You will receive an email notifying you whether your return has been accepted or declined. We reserve the right to refuse the package and/or return the item(s) back to the sender should the merchandise not abide by our returns policy.
If we have accepted your return you will receive two emails. One notifying you that your item(s) qualify and another issuing the store credit equal to the value of the product being returned. The store credit will be valid for a period of 3 months.
We will not refund the shipping costs. We will issue a store credit for the complete cost of the returned item, however, and Moana will cover postage costs will be in the event of a faulty or incorrectly posted item.
HOW CAN I MAKE AN EXCHANGE OR GET A REFUND?
We do not give refunds for change of mind. However, we are happy to issue you with a store credit, or size exchange upon return of your Smile piece/s. If you would like to exchange something for a different style, or the item(s) you want are out of stock, please return the original item(s) for a store credit and place a new order.
If the customer has received an incorrect order or faulty garment, please return the product as per the return instructions. Shipping charges will be refunded (standard shipping only). The garment must be unworn, unwashed, unused with all swing tags attached.
WHAT DOES ‘FINAL SALE' MEAN?
All items that have been reduced in price cannot be returned. No exceptions can be made. This includes using discount and promotion codes* or shopping promotional items like Mystery Boxes. Due to this, please be sure to look at our sizing chart for guidance in choosing the correct size when shopping Sale Items. If you have questions feel free to contact our customer service team.
*Please Note: This does not include the 10% off code used for your first purchase / welcome code.
Why hello there! This is a message from your new Moana Smile Club piece!
After a big day looking fabulous, it is important to not leave me rolled up wet or in the heat such as a car or bag. I like my privacy, so if I do need a wash, hand washing me with a mild detergent, in cold water, is my favourite! Please do not tumble dry me, dry clean me, iron or use bleach on me - this can give me a headache! Avoid contact with rough surfaces as it can cause pilling of my pretty fabric. Too much chlorine, and certain tanning oils, sunscreens, and fake tan may stain or damage me so make sure to not let me spend too much time in these environments be careful what chemicals I come in contact with. And, remember, Moana Smile Club will not take me back if I have been washed or worn.
CAN I WEAR MY SMILE PIECE/S IN THE WATER?
Yes! We designed our pieces to be able to swum in... because who doesn't love a dip in the ocean immediately after a workout! Bear in mind, high amounts of chlorine, extended time in chlorine and/or hot/heated water can affect the integrity of the fabric. If you do swim in your Smile pieces, we recommend soaking in clean water for 5-10 minutes to ensure all the chemicals are gone before laying her out to dry / washing.