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?
AfterPay is a payment service using your credit or debit card to split your total order amount into 4 equal interest free payments made every fortnight. Once you are approved (usually instantly at checkout) we post off your order straight away and AfterPay look after the fortnightly payments.
Shop as usual, then choose AfterPay as your payment method at checkout. First-time customers complete a quick registration, returning customers simply log in. Further information can be found at www.afterpay.com
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.
If you're sending items back to us for returns that were purchased using the AfterPay service, our returns policy offers store credit for the value of any returned items. As such, your obligation to complete the payments set forth by AfterPay remain in place.
If your return is subject to Australian Consumer Law and a refund is required you have the option to cancel your payment plan. Your return will still be processed as per normal in that it will be processed when we receive it. You are obligated to make your payments up until we have processed your return for you as AfterPay is a third party company and a late fee will be issued for any late payments.
When we receive your parcel, we can then cancel the payment plan for your items sent back to us and from there, any payments already made towards the items will be refunded by AfterPay themselves. AfterPay cancellations are applied to the final instalments of the scheduled Payment Plan, you’ll need to log into your AfterPay Account once your return has been processed to check out your new payment schedule.
What is Laybuy and how does it work?
Laybuy let you receive your purchase now and spread the cost over 6 weekly automatic payments - interest free.
You can make your first Laybuy purchase as soon as you complete registration and you have been accepted as a user of our service.
Your Laybuy account can be created either by clicking Log In/Sign Up on our site, or by selecting Pay by Laybuy upon checkout and creating an account. You are now able to complete purchases using Laybuy at any of our approved Merchants.
Laybuy performs a credit check on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit and you can begin shopping immediately.
What if I return items paid for by Laybuy?
Returns are subject to the Hey Sara's returns policy and all products should be returned as usual. You should contact Hey Sara customer service to arrange the return and ensure the products are sent back in a saleable condition.
For details of the Hey Sara's returns policy please visit returns policy or find our contact details on your order confirmation email from Laybuy.
When Hey Sara receives the products, accepts the return our store policy is to issue a store credit for future use. You are still obligated to make the scheduled repayments to Laybuy under the original agreement.
Should a return be covered by Australian Consumer Law requiring us to refund the item, that amount and refund will be processed by Laybuy and all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified Hey Sara, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.
Please note, you will be liable for all payment amounts until Laybuy receives confirmation from Hey Sara that a return has been accepted and we have received the refunded amount into Laybuy's account.
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.