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Frequently Asked Questions


FOR RETAIL CUSTOMERS:

WHERE CAN I BUY YOUR PRODUCTS?
You can buy our products online through our website or from one of our stockists. Please refer to our Stockists page for our stockists.
Our prices are in Australian dollars.


WHAT ARE THE METHODS OF PAYMENT?
You can either pay through PayPal or by direct deposit. Credit card details are not stored by us. They are stored securely by PayPal. There is no need to have an account with PayPal to pay by credit card. If paying by direct deposit, we will not send the order until the payment is cleared. Please contact us if paying by direct deposit and we will provide our account details.


HOW SECURE IS YOUR SITE?
We use PayPal to process all credit card payments. PayPal automatically encrypts all sensitive information sent between your computer and their servers. When registering or logging in to the PayPal site, they verify that your internet browser is running Secure Sockets Layer 3.0 (SSL) or higher. Information is protected by SSL with an encryption key length of 168 bits (the highest level commercially available). Your personal information is stored on their servers and heavily guarded, both physically and electronically. To further shield your credit card and bank numbers, they do not directly connect their firewall-protected servers to the internet.


WHAT DO YOU CHARGE FOR FREIGHT?
There is a flat fee of $10 for each order. For any orders over $200 (after any discount is applied), postage is free.
We use either Fastway Couriers or Australia Post to deliver our orders. Delivery times will vary according to your location.
We do not currently ship outside of Australia.


HOW DO YOU DEAL WITH EXCHANGES & REFUNDS?
We try our best to ensure that the products on our website are accurately described so that customers receive the products that they expect. However, if for some reason you would like to return a product for an exchange or refund, the following conditions must be met:
*Please contact us by email/phone within 7 days of receipt of the product and advise us what you are returning and why. We will advise on how you can return the product to us.
*The product must be unopened, unused, with its original tag (if any) and in its original packaging.
*Return the product within 14 business days from the date of purchase.
*Provide a copy of your receipt with the returned product.
*Any refund will only include the cost of the product returned and not the cost of our freight to you for the product or the cost of the freight incurred by you in returning the product. The freight cost will only be refunded if the product was clearly damaged or faulty.
*Refunds will be made in the form of the original method of payment for the purchase.
*Please note that Ida Pearle custom name prints cannot be returned or exchanged as it is a customised product. Therefore, please provide the correct details when purchasing this product.


WHAT PACKAGING MATERIALS DO YOU USE?
To help the environment, we try to use recycled/used packaging where possible.


THERE’S A GREAT RANGE OR PRODUCT THAT I’VE WANTED TO OBTAIN WHICH IS CURRENTLY NOT AVAILABLE IN AUSTRALIA – CAN YOU HELP?
We would love to hear about any overseas brands that are unavailable in Australia which you think should be introduced here. If we take up your suggestion and succeed in bringing the product into Australia, we will make sure that you receive some benefit too.
FOR WHOLESALE CUSTOMERS:

WHAT ARE THE METHODS OF PAYMENT?
For wholesalers, payment is by direct deposit to our bank account.


WHAT DO YOU CHARGE FOR FREIGHT?
The freight cost will be determined by the size of your order and location.