FAQ
FAQ
HOW LONG DOES SHIPPING AND DELIVERY TAKE?
Products that are in stock at our Canberra distribution centre are generally shipped by Australia Post within 2 working days of an order being processed. Please note that during busy holiday, commemorative, and sales periods (Easter, Anzac Day, Remembrance Day, Christmas, etc.) there may be delays in dispatching your order. During these times we do our best to make sure all orders are dispatched promptly, however orders can take between 2-7 business days to process.
Delivery to destinations within Australia can take between 1 and 10 working days, depending on location and your chosen shipping option (see below). For more information on delivery times to your location visit the Australia Post website.
WHAT SHIPPING OPTIONS ARE AVAILABLE?
Australia Post Standard or Express shipping are available for you to select during checkout. Costs are quoted automatically upon checkout (see below).
HOW MUCH DOES SHIPPING COST?
The cost of shipping will vary based on your chosen shipping method and delivery location. Your shipping cost can be calculated in your shopping cart. Simply add an item to your cart, click on your cart to view and enter your information by clicking the link in the shipping line in the cart total.
WHAT IS THE BRANDZ RETURNS POLICY?
Brandz is committed to your satisfaction. If you receive a product that you are unhappy with for any reason simply return it to us within 30 days* of the invoice date and we will happily refund the cost of purchase.
*Returns Exclusions: No returns will be accepted after 30 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return. Customised or custom made items cannot be returned unless it is deemed defective on arrival, in which case you must contact our customer support team within 2 business days of receiving your package. Customised and custom made items include but are not limited to rings, swords, products with bespoke branding or artwork, products with bespoke alterations or personalisation i.e swords, decanters, hip flasks, clothing and medal(s) or medal sets made to customers specifications.
Our customers are entitled to a replacement or refund for a major failure for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The Brandz will also take into account the below factors which may result in a repair, exchange or refund being refused. –
• The type of product
• How the consumer is likely to have used the product
• The length of time in which it is reasonable for the product to be used
• The amount of use it could reasonably be expected to tolerate before any failures appear
• Date of Purchase
Brandz may also elect to return a product to the manufacturer's repair agent to determine the nature of the problem. Brandz reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
HOW DO I RETURN A PRODUCT
If for any reason you would like to return your product please use the simple steps below:
1. Download and complete the Brandz Returns Form. Be sure to complete all fields to ensure prompt turn around.
2. Safely pack all return items, along with your invoice and the competed Returns Form, in a secure carton or reuse the original packaging. When returning goods they must be returned in the original unmarked packaging and in good condition. Please do not attach anything to the outside of the original packaging. If the packaging is marked or in an unsatisfactory condition we may not be able to exchange or refund the goods. Please note, we cannot accept goods damaged in transit.
3. For your peace of mind we strongly recommend you use insured registered post. Brandz is not liable for lost or damaged return parcels.
4: Address your return parcel to:
Brandz Returns
PO BOX 166
FYSHWICK ACT 2609
5. Once we receive your return we will check the item's condition and process the return within 72 hours. We will send you an email to say that that your return has been processed. You will also be charged a shipping cost to have the new order sent out.
RETURNS TERMS AND CONDITIONS
All items returned for refund must be returned in the original condition with tags attached. Please ensure all returned clothing items are free from marks, signs of wear, stains and rips as these may cause it not to be accepted for return.
Product Packaging: For items that came in product packaging or boxes please ensure you safely pack them inside a satchel or other protective covering. Do not attach anything to the original packaging. If the packaging is marked or in an unsatisfactory condition we may not accept your return.
Undergarments and Earrings: Due to hygiene reasons Brandz is not able to accept returns on undergarments or earrings unless the item is faulty.
Items bought on clearance or end of range sales: Due to the nature of these purchases, Brandz is not able to exchange products based on size, colour or change of mind. Products found to be faulty, unless specified/highlighted on day of sale, will be exchanged for store credit only.
Items bought on sale or through a promotion: Items bought on sale, but returned outside of the sale period will only be refunded for the sale price. Additional items associated with the purchase, such as free gift based on purchase amount or volume (promotion), will have to be returned before refund/exchange can take place, if the qualifying criteria are no longer met.
Accompanying donations, contributions or charitable payments: Any donation, contribution or charitable payments cannot be refunded once payment has taken place.
Undergarments, Earrings and Face masks: Due to hygiene reasons Brandz is not able to accept returns on undergarments, face masks or earrings unless the item is faulty. Undergarments include: underwear, thermals and socks.
Made to order: Any items that are "made to order", i.e. made to meet any technical or branded specifications are unable to be returned or exchanged, unless the item is faulty. If the item is faulty, it will be exchanged for store credit only.
Faulty, Damaged or Incorrect Order Returns: If you received an incorrect order, or if the item is damaged or faulty and you would like to refund or replace the item please contact our customer service team on 02 6123 2950 or please reach us through our support form before sending the item back. When emailing regarding a fault or damage please attach pictures of the item clearly showing the damage or fault so we can consider it for refund or exchange.
Where the item is faulty, damaged, or if incorrect items where sent in your order, we will email you an Australia Post Return Postage label. To return the item simply print out the label and secure it to the front of the parcel and take it to your local Post Office. The item will be scanned and you will receive a return confirmation from Australia Post so that you can track your return.
Please note: If you are choosing to return an item for an exchange based on colour, size or personal preference you will be liable to pay freight for the exchange, both on incoming freight (returning the goods) and on outgoing freight (dispatching the exchanged items). The price for outgoing freight will be quoted to you upon receipt of the return, based on preferred freight option.
HOW LONG DO RETURNS TAKE?
Your refund or exchange will be processed within 72 hours of the goods being received at our warehouse. Once completed you should receive your refund or have your replacement dispatched within 1-3 business days.
NEED MORE HELP?
If you have a question about Delivery and Returns not featured on this page, please reach us through our support form or call 02 6123 2955. Our team will be happy to assist you!
Discounts and sales will only be applied during the sale period.
Order can be part supplied under certain conditions. Part supplies may be requested post order confirmation, however this will incur an additional shipping fee and handling cost for custom items. Please reach us through our support form to receive a obligation free quote on part supply orders.
Please note: If you place an order that contains items that are not in stock, or are on back order from the supplier, the order will not be part supplied.
Orders may be cancelled any time up to when the order is shipped. Once the order is marked as shipped it may not be cancelled, only returned for full or partial refund based on the state of the order.
If you would like to make changes to your order, please reach us through our support form with your requested changes. Please note: If your order has been processed or sent to our warehouse, we may not be able to make any changes.
Payment can be made via the below methods:
Credit Card - Visa & MasterCard
PayPal (Online Only) - Visa & MasterCard
GPay (Online Only) - Visa, MasterCard & AMX
Afterpay (Online only)
Cheque OR Money Order (please contact our team before sending either of these)
If your order is sent back RTS, we will contact, you once the parcel has been received back. If you wish to have the parcel resent you will be charged an additional shipping cost.
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Brandz uses Braintree by PayPal to handle online credit card payment, which means that we don't store your credit card details. As soon as your transaction is approved the information is cleared from our system..