ONLINE STORE RETURNS POLICY AND RETURN INSTRUCTIONS

Change of Mind Returns

We will accept change of mind returns for items purchased online subject to the following conditions:

  1. Items must be returned within 14 days of receipt with the packing slip and/or invoice. 
  2. You are responsible for any costs associated with returning your item to us.
  3. Items must be returned in unopened or otherwise unused condition, with all original packaging/tags/labels attached.
  4. We will not accept change of mind returns for gift cards or any “sale” items.
  5. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you (by us crediting your original payment method) once we have received the return item back and confirmed that it meets the above conditions.

Faulty Items Returns

If an item is faulty, wrongly described or different from a sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.

Return Instructions

If you wish to return or exchange an item, please contact our sales team for details

REFUND AND EXCHANGE POLICY

If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products (other than gift cards or sale items) in the country in which they were purchased, subject to the following conditions.

    1. Items must be returned within 14 days of purchase with the original receipt or other proof of purchase;

    2. You must provide your name and address;  

    3. Items must be returned in unopened or otherwise unused condition, with all original packaging/tags/labels attached.

 

If the products you have purchased from us are faulty, wrongly described or different from a sample shown, then we will meet our legal obligations which may include refunding you or providing a replacement product provided that items are returned within a reasonable time with proof of purchase.

Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.

 

SHIPPING & DELIVERY

Delivery of your Order

Within Australia metropolitan regions:

  1. Please allow 5 to 10 working days for delivery within Australia metropolitan regions.
  2. Please note that you can track your order for an Estimated Time of Arrival from Australia Post website http://auspost.com.au/track/
  3. Please note that you will have to sign for your order. 
  4. If you are not available to sign for your order, Australia Post will leave a note at your door with instructions for pick up from a designated post office.
  5. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Outside of Australia and Regional Areas within Australia

  1. Please allow 7 to 21 working days for international orders or orders delivered to regional locations within Australia.  Please note for international orders, this includes the time involved in the item clearing customs. If you are in a regional location outside of Australia, the transit time for your parcel may be increased significantly.
  2. Please note that you can track your order for an Estimated Time of Arrival from Australia Post website http://auspost.com.au/track/
  3. Please note that you will have to sign for your order. 
  4. If you are not available to sign for your order, the postal carrier will leave a note at your door with instructions for pick up from a designated post office.
  5. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

CUSTOMS FEES AND DUTIES: Please note, the delivery charge does not include any applicable taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.


Receiving Your Order

  1. When you receive your order, please make sure all the right contents are in your parcel.
  2. While we do everything to ship your order complete, in some cases depending on stock availability, we may need to short ship your order and immediately refund the value of the affected items.
  3. You will receive a notification in your parcel that the remaining items from your order will be arriving separately.
  4. You will receive an e-mail notification from Australia post within 3 to 5 working days containing your tracking details of the remaining items.
  5. You will receive your remaining items from your original order within 5 to 7 working days


Problems with your Order

We want you have the best online shopping experience, so if you have any problems with your order, please contact our sales team by phone or e-mail. 

PH: 0414990588 (Outside AUS area codes apply) during the hours of 8:30am to 5:30pm AEST

Email: sales@faceengineering.com.au (Australia & International)


Contacting Customer Service

 When you contact Customer Service by phone or e-mail, please provide the following information so we can assist you as quickly as possible

  1. Your Name                     
  2. Date your order was placed, if applicable
  3. Your Sales Order Reference Number, if available
  4. Your Tracking Number, if available
  5. Brief description of the problem you are experiencing

If you e-mail us, we will investigate your enquiry and get back to you as soon as possible.

If you call us, you will either speak directly to our sales team or you will be able to leave a voice mail.  If you leave a voicemail, we will investigate your enquiry and we will get back to you as soon as possible.