Customer Service & FAQ
SHIPPING & DELIVERY
Q. Has my order been shipped?
You will receive a confirmation email once your order has been dispatched. If
you don’t receive a confirmation email please check your junk or spam folder in
the first instance. If it hasn’t arrived then please contact us to have the
issue rectified. Most orders will be delivered within 3 business days,
however please allow up to 5 days for delivery in case of unforeseen hold ups.
International delivery times vary and will depend on the country that you are
ordering from.
If
for any reason extra postage and handling, custom fees or taxes occur upon
arrival, these will be at the customer’s expense. Please contact us for any
questions.
Q. How long will it take for my
order to arrive?
Generally an order will be shipped within 24 hours of receipt and will
arrive within 3 business days, however depending on your location it may
take longer. For more information on delivery times please check out the
Australia Post website. If you haven’t received your order within 7
business days please contact us. Note if you live in a rural area your
parcel may take up to 14 business days to arrive. During sale periods
please allow an extra 48 hours for your order to arrive – thank you for
your patience.
Q. Do you deliver to PO
Boxes or Australia Post parcel lockers?
Yes we do!
Q. Can you deliver to my work
address?
Yes
we can, please ensure to include your company name to ensure a smooth delivery.
Q. Do I need to be home to
receive the delivery?
If you are not home when your Azure Collective is delivered you will receive a
card instructing you to collect your order from the nearest pick up point;
either a nearby postal depot or selected newsagent. Sometimes Australia Post
may choose to leave the parcel in a safe location if it’s easy to do so but
that’s not always the case.
Q. How much does it cost to
deliver my Azure Collective?
Prices vary and will depending on how many pieces you order. Domestic within
Australia starts at $10. Everywhere else starts at $30.
Q. What do I do if my order
hasn’t arrived?
If you have not received your order within 7 business days of receiving your
confirmation email please contact us via [email protected] and we will be able to assist.
An order with an incorrect address may take up to 2 weeks to be received back
to us, processed again and redelivered to you. If an incorrect address is
supplied by you, we can’t be held responsible unfortunately.
Q. What do I do it my order
arrives and contains something I didn’t order?
We are so sorry that you have received an incorrect item! Please email us via
[email protected] with your order information, address along with a
photo or description of the incorrectly sent item and what you had ordered, and
we will get the issue sorted for you as soon as possible.
Q. Do you ship internationally?
Yes we do! Please note that any charges, taxes or fees at destination country
will be the customer’s responsibility.
Q. Can I change my mind or my
order after I have placed it with Azure Collective?
Please choose carefully as we do not refund or exchange products simply due to
change of mind or for incorrect choice of sizing. If you have made an error
after submitting an order please contact us immediately via [email protected]
so we can fix the situation for
you.
Q. Do I need to be home to receive the
delivery?
If you
are not home when your Azure Collective is delivered you will receive a card
instructing you to collect your order from the nearest pick up point; either a
nearby postal depot or selected newsagent. Sometimes Australia Post may choose
to leave the parcel in a safe location if it’s easy to do so but that’s not
always the case.
Q. How much does it cost to deliver my Azure
Collective?
Prices
vary and will depending on how many pieces you order. Domestic within Australia starts at $10.
Everywhere else starts at $30.
Q. What do I do if my order hasn’t
arrived?
If you
have not received your order within 7 business days of receiving your
confirmation email please contact us via [email protected] and we will be
able to assist.
An
order with an incorrect address may take up to 2 weeks to be received back to
us, processed again and redelivered to you. If an incorrect address is supplied
by you, we can’t be held responsible unfortunately.
Q. What do I do it my order arrives and
contains something I didn’t order?
We are
so sorry that you have received an incorrect item! Please email us via [email protected]
with your order information, address along with a photo or description of the
incorrectly sent item and what you had ordered, and we will get the issue
sorted for you as soon as possible.
Q. Do you ship internationally?
Yes we
do! Please note that any charges, taxes or fees at destination country will be
the customer’s responsibility.
Q. Can I change my mind or my order
after I have placed it with Azure Collective?
Please
choose carefully as we do not refund or exchange products simply due to change
of mind or for incorrect choice of sizing. If you have made an error after submitting an
order please contact us immediately via [email protected] so we can fix
the situation for you.
Returns and exchanges
Q. My order I have purchased doesn’t
fit me – can I exchange it for a different size?
If you
find the item you have purchased doesn’t fit you may exchange within 7 days
from the date of purchase, provided the size you are after in that item is
available. Please note you are
responsible for postage and we don’t refund delivery charges. Any item not thoroughly packaged to avoid
damage during shipment won’t be accepted and items but be returned using a
trackable postage method.
Q. I have received a faulty item – how
do I return it?
We do
our best to thoroughly inspect all items prior to shipping to ensure they are
each in beautiful condition. Please
email [email protected]
with a photo showing us the fault & we will organize a replacement or
refund as soon as possible.
Q. Have you received my return?
We
will process your return within 5 business days of your item(s) being delivered
to us. Once your return has been
processed you will receive an email confirming your return has been processed
and a credit applied to your account.
Credit notes are valid for one year from being issued.
Q. How do I exchange an item I have
ordered?
Please
note we do not exchange items due to a change of mind. If you find that your order has a
manufacturing fault, we will happily repair, refund or exchange your item
providing the item has been purchased within six months (1 replacement will be
offered per item). An email must be sent to [email protected] with your
order information, address, along with a photo and description of the fault and
whether you are seeking a refund or exchange. The information will be assessed
and a return approved. There’s no exchanges or refunds on sale items.
Q. Do I need to pay for postage to
return an item?
Yes –
customers will be responsible for postage and any associated re-postage due to
a return. We don’t refund delivery
charges, or the cost of returning products unless a product is received
faulty. Any items being returned will
need to be thoroughly packaged in a similar manner to how they were shipped to
avoid damage during transit. All items
must be sent via a return method that is trackable. Azure Collective cannot be held responsible
for goods that may be lost or damaged during return shipping.
Q. Can I return a sale item?
Sale
items are priced to clear so please choose carefully as we don’t accept returns
on sale items. Under Australian Consumer
Law we’re not required to provide a refund or replacement on sale items if you
change your mind. This includes change
of mind in regards to the size or fit of your order.
RETURNS POLICY
Exchange of size
You may exchange
for a different size within 7 days from the date of purchase, provided the
original item is returned within 2 days of receipt and in original condition
with all swing tags, packaging included.
Returns are at your expense and exchanges are only possible if the item
is still available. Please carefully read our FAQs and check the sizing
provided before you order an item.
Refunds
If you receive a product
that has a manufacturing fault or is deemed faulty by us, we will happily provide
a full refund or replace the item including any postage costs incurred by you,
provided the item was purchased within a six month period (1 replacement is
offered per item). Wear and tear over time is normal and is not considered a
manufacturing or product fault. Please refer to our FAQ page or the care information
below for further details. If you find
that your piece has a manufacturing fault, please send us an email [email protected]
with proof of purchase, a photo and description of the fault. We will assess your case and notify you in
writing whether you will be provided a return, exchange or refund.
Change of mind
Please choose
products carefully as we don’t refund or exchange products simply due to change
of mind or if you choose the wrong size.
PRE ORDERS
Pre-orders will be
advertised on the site. Any pre-orders will be noted with a date of dispatch
from our warehouse at the time of ordering.
Please note dates can be subject to change due to circumstances outside
of our control. If a delivery is delayed
we will endeavor to let affected customers know as soon as possible via email
with a new delivery date quoted at the time of the communication.
SHIPPING
We use Registered
Post for all orders placed in Australia.
Most orders are generally received within 3 days, however, please allow
for up to five business days for orders in case of unforeseeable delays.
All international
deliveries will be delivered with tracking orders wherever possible. Shipping
times will be subject to variation depending on the country you are ordering
from. If for any reason extra postage,
handling, custom taxes or other fees are required during transit these will be
payable by the customer. Please email [email protected] if you have any
questions about international shipping or international orders with Azure
Collective.
CONTACT