Frequently Asked Questions About Delivery and Returns

SHIPPING AND DELIVERY

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 and commemorative 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, and we will be in touch with you via e-mail or phone if we anticipate delays.

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.

DO CUSTOM ORDERS TAKE LONGER?

Items that are customised to your requirements will generally involve longer delivery times. If your customised product has to be manufactured or sourced abroad, please allow up to 42 days for delivery from the date your order was processed. See what shipping options are available, below.

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).

If you require couriered or international delivery, please contact us by emailing sales@brandz.com.au or calling 02 6123 2955 to arrange a competitive quote.

HOW MUCH DOES SHIPPING COST?

The cost of shipping will vary based on your chosen shipping method and delivery location. You can calculate your standard Australia Post shipping cost by using our Shipping Calculator. Simply add an item to your cart, click on your cart to view the item/s, enter your postcode and click on ‘Calculate’.

RETURNS AND EXCHANGES

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. Please note - custom made rings and clothing cannot be returned for refund or exchange due to incorrect size or change of mind since they are manufactured according to your personal specifications.

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:

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.

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.

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 3950 or email us at sales@brandz.com.au 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 you will be liable to pay freight for the exchange item to be sent back out. This price will be quoted to you upon receipt of the return.

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.

Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates. Where we are not the manufacturer of the product the process is beyond our control and can take two or more weeks. Each manufacturer may have different warranty periods or service standards for faulty items. BrandZ works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty issues. In some cases products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. For more information on your products warranty, please contact the brand directly.

NEED MORE HELP?

If you have a question about Delivery and Returns not featured on this page, email sales@brandz.com.au or call 02 6123 2955. Our team will be happy to assist you!