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Frequently Asked Questions

Our FAQs are here to help with all your curly questions.

How much will shipping cost?

Shipping costs vary by each store, depending on the store's location to you and free shipping policies. We encourage and entice our sellers to offer free shipping when possible. All shipping costs, if any, will be shown in the checkout.

When will my order be delivered?

Shipping depends on the fulfilment option you have selected, all posted items will have an attached tracking number, this will be emailed to you when your product is on its way.  Time starts from the moment an order is placed and usually includes a 24-hour period where your items will be processed and dispatched.

What are my delivery options?

We aim to offer a range of options to our shoppers, so you can have it your way. This varies per product and depends on your proximity to the supplier.  The options can be: Standard Delivery, Express Delivery and Pick-up in-store.

Standard Shipping: ETA Typically 3-10 business days, but this depends on the retailer.

Express Shipping: ETA next business day.

Pick-up in store: This allows you to buy online and Pick-up at the Sellers store. Your order will be ready 1 hour after purchasing your product. When your order is ready for Pick up, we will send you an email. Please bring your order confirmation email with you when you come to pick up your order.

Please note: While we do everything we can so you receive your package within the expected time frame, delays are possible. Our fulfilment partners are adapting to the challenges the current pandemic and normal practice of delivery has been impacted.

There are delivery delays in our network due to: 

 • reduction in air freight capacity and passenger flights (which also carry our parcels)

 • a significant increase in parcels volumes, many which require manual sorting

 • hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)

Better That cannot be held responsible for any delays, missing, lost or stolen packages sent by our couriers. If you need a further update or if there is an issue with your order please contact us.

Do you ship internationally?

Yes through Sendle International. We are currently only open to New Zealand and have plans to expand to further countries soon!

I think my order may be lost, what do I do?

We're sorry to hear that! We'll do everything we can to help. Please first ensure you have checked your property and surrounding areas thoroughly and confirm the delivery timeframe and method of your items. If your order is past its expected due date or seems to be stuck in transit with no updates we will lodge an investigation with the courier for you. Please contact support@betterthat.com for further information.

My order has arrived damaged.

Please follow the return instructions found on your return sheet inside your parcel. Or you can lodge an online return form through your customer portal along with a photo of the damage. Once received we will organise a replacement or refund ASAP!

Has my order been shipped yet?

You can track your order at any time using the tracking number found in your customer portal. If the tracking number says inactive please allow up to 12 hours for this to update. If your order has no tracking number it most likely means it has not been dispatched yet. Once dispatched you will receive an email notifying you with your tracking details.

My Account
What is the status of my order?

Please log into your customer portal to retrieve your tracking number and details. Please note that each retailer may have varying delivery timeframes that are displayed at checkout when placing your order.

How do I change my personal information?

  To amend your details, 'Sign In' to your account and edit your personal information in My Account.

Is my personal information kept private?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see Better That's Privacy Policy.

Can I cancel my order?

If your order hasn't been shipped yet, you can cancel your order by contacting us at support@betterthat.com straight away. You will receive a full refund if you cancel your order before it is shipped out. In the event your items have already been shipped, you cannot cancel your order. Once you receive your order you would need to follow the returns process to obtain a refund. Note: If applicable, the delivery fee is non-refundable.

How can I change my delivery address after my order has been placed?

To make a change please email us support@betterthat.com with your order number and change requests.

Please note, once an order has been dispatched we are unable to amend the delivery address or make other changes.

I've forgotten my password - what do I do?

Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. We’ll then send you an email, so you can create a new password and start shopping again.

I haven't received my order confirmation yet.

Please double check your spam/junk folder as sometimes confirmation emails may be sent there. If not it is likely that the order has not come through to  us yet. Please contact support@betterthat.com so we can look into this further. 

How do I know what size I'll be?

Size guides links are provided on each product page to help you know what size you need to buy.

Pricing & Payment
Which currencies can I shop in?

Better That is currently available in Australia. All prices are displayed in Australian Dollars (AUD).

What payment methods do you accept?

We currently accept Credit or Debit Cards. Buy now pay later options coming soon!

Returns & Refunds
What is your returns policy?

For full information check out our returns policy. Returned items must be unused, undamaged, with no marks, with all tags attached and the original packaging included. Contact us at support@betterthat.com to initiate the Return process.

When will I receive my refund?

Refunds will be made after the item has been received and accepted by the retailer as per their return policy. The order amount minus shipping costs will be remitted back to the account/card details you paid from. Please allow 5-10 Business days for this to appear in your account after the retailer has received and processed. Please contact us if you need any assistance in obtaining your refund.

Can't find what you are looking for?

If you've searched our FAQ's and you can't fine the information that you are looking for, simply email support@betterthat.com and we will get back to you with an answer ASAP.