PRICING POLICY

Pricing

1. Prices online may vary from prices in store due to special promotions or mark downs.
2. All prices online are in Australian dollars and include GST.
3. Prices online are exclusive of delivery charges. Prices are subject to change without notice.
4. Colours of the same style that are a different price are discounted.

SHOPPING ONLINE TERMS AND CONDITIONS

Adding Items to your Cart

1. Select the size and quantity of the products you would like to order and click on the "Add to cart" button.
2. If you want to add more items to your order click "Continue shopping."

Website Content

1. While we do our best, we cannot guarantee that the colours shown on the website exactly reproduce the colours of our products. This may depend on the colour reproduction on your computer.
2. Information on this website is subject to change without notice.
3. All trademarks appearing on this website are the property of their respective owners. The use of the Factorie trademark is strictly prohibited unless we provide prior written consent.
4. The inclusion of any hyperlinks to third party websites does not imply Factorie’s endorsement or approval of such third parties, their websites or their businesses or other activities.
5. Unless otherwise indicated, copyright in the information on this website is owned by or licensed to Factorie. This website or any portion of this website may not be reproduced, duplicated, copied, sold, or otherwise exploited for any commercial purpose except where necessary for viewing this website on your Internet browser, or specifically authorized by law or in writing by Factorie.

1. A $10 delivery charge will apply to your order if you are within Australia. Please note that the delivery charge is subject to change at any time.

Outside of Australia

1. A $15 delivery charge will apply to all orders being delivered to New Zealand. Please note that the delivery charge is subject to change at any time. Currently, we do not offer a delivery promotion for international orders.
2. A $40 delivery charge will apply to your order if you are outside of Australia and New Zealand. Please note that the delivery charge is subject to change at any time. Currently, we do not offer a delivery promotion for international orders.
3. International delivery charges do 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.

Pricing

1. Prices online may vary from prices in store due to special promotions or mark downs.
2. All prices online are in Australian dollars and include GST.
3. Prices online are exclusive of delivery charges. Prices are subject to change without notice.
4. Colours of the same style that are a different price are discounted.

Checking Out

1. Enter your billing contact details.
2. If your delivery details are different than your billing details, un-tick the "My delivery details are the same as my billing details" and enter your delivery details. Please note that we deliver to street postal addresses (not PO boxes) worldwide and that you must sign for your order.
3. You must read and agree to the terms by ticking the “I agree to Terms and Conditions” box before continuing to payment.

Payments

1. We accept payments by credit card from Visa and MasterCard.
2. Depending on your circumstances, you may have to pay additional exchange rate costs and fees as charged by your credit card issuer. We will not be liable for any costs associated with exchange rates.

Security

1. Any personal information that you submit will be protected by our secure SSL payment gateway server, which uses 256-bit security technology to protect your online order information. This technology encrypts all information including your credit card and all personal information passed from you through our website.
2. Your credit card purchase may take a few minutes to process to allow us time to confirm your billing information with your financial institution.

Submitting Your Order

1. Confirm all the items in your cart are correct, you can edit the items in your cart by clicking "Edit Details" or continue shopping by clicking "Continue Shopping"
2. Confirm your credit card details are correct, you can edit your card details by clicking "Edit Details" or continue shopping by clicking "Continue Shopping"
3. Confirm your billing and delivery details are correct, you can edit your billing and delivery details by clicking "Edit Details" or continue shopping by clicking "Continue Shopping"
4. After you have reviewed and made any edits to items in your cart, card details, billing and delivery details, click "Make Secure Payment Now" to submit your order.

Order Confirmation

1. An order confirmation will appear on the screen that you have successfully placed your Order.

Processing your Order

1. Your Order will be processed and dispatched from our warehouse within 1 to 3 working days.
2. We reserve the right to reject any order you place with us for any reason. For example, we may reject your order if we know or suspect that you intend to resell some or all of the products specified in your order as a part of a commercial business. You may only place orders via this website for private and domestic purposes.
3. If your order is rejected, you will receive an e-mail notification from us shortly after placing your order. If your payment has already been processed at the time we reject your order, we will provide you a refund for your order within [insert *SIMON TO ADVISE] working days. We will not be liable to you for any loss if your order is rejected.

Invoice Sent to Your E-mail

1. You will receive an e-mail notification containing your invoice within 1 to 3 working days from the time you place your order.

Tracking Advice sent to your Email

1. You will receive an e-mail notification from Australia Post containing your tracking details within 1 to 3 working days from the time you place your order.

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.

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 send the remaining items to you separately at no additional cost.
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 to have the best online shopping experience, so if you have any problems with your order, please contact our online customer service team by phone or e-mail.

PH: 1800 420 176 (Australia Only) during the hours of 8:30am to 5:30pm AEST
Email: online@factorie.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 customer service 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.

ONLINE STORE RETURNS POLICY AND RETURN INSTRUCTIONS

Change of Mind Returns

We will accept change of mind returns for items purchased online by Australian customers 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 unworn, unwashed and otherwise unused condition, with all original tags/labels attached.
4. We will not accept change of mind returns for swimwear, underwear, earrings, cosmetics, gift cards or any items purchased from the “Sale” section of our website.
5. If you request an exchange, you must pay us any costs associated with us delivering the exchange item to you and, if the exchange item is of a higher value than the return item, you must also pay us the difference in price. Your exchange item will be shipped once you have paid for these costs and we have received the return item back and confirmed that it meets the above conditions.
6. 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

1. If an item is faulty, wrongly described or different from a sample shown then we will meet our legal obligations in the country in which the products were purchased 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.
2. We are also required under the Australian Consumer Law to tell our Australian customers that: “Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other 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”. Nothing in this Returns Policy in any way excludes or limits our Australian customers’ rights under the Australian Consumer Law.

Return Instructions

Please follow the instructions below if you wish to return or exchange and item. Please note that purchases made online cannot be returned in store.

Return By Mail (preferred)

1. Place items you wish to return in package and return to Attention: Factorie Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
2. Please include your packing slip and/or invoice with your name, order date, and sales order reference number
3. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice. Please note that stock availability is not guaranteed for exchanges.
4. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase price.
5. Refunds will only be credited to the Credit/Eftpos card of the purchaser.

Return By E-mail

1. Please e-mail customer service with your name, order date, and sales order reference number.
2. Customer Service will provide you with a reference number to include in your returned item.
3. Place items you wish to return in package and return to Attention: Factorie Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
4. Please include your invoice and your return reference number in the parcel
5. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice. Please note that stock availability is not guaranteed for exchanges.
6. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase price.
7. Refunds will only be credited to the Credit/Eftpos card of the purchaser.

By Phone

1. Please call customer service with your name, order date, and sales order reference number
2. Customer Service will provide you with a reference number
3. Place items you wish to return in package and return to Attention: Factorie Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
4. Please include your invoice and your return reference number
5. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice. Please note that stock availability is not guaranteed for exchanges.
6. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase price.
7. Refunds will only be credited to the Credit/Eftpos card of the purchaser.

INSTORE

REFUND AND EXCHANGE POLICY – In-store purchases

Factorie will refund or exchange products other than gift cards or seconds/samples in the country in which they were purchased, subject to the following conditions:

If you change your mind –

• Items must be returned within 14 days of purchase with the original receipt;
• You must provide your name and address;
• The returned items must not be swimwear, underwear, earrings, cosmetics or stock clearance items; and
• The returned items must be unworn, unwashed, unused with original 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 in the country in which the products were purchased which may include refunding you or providing a replacement product provided that items are returned within a reasonable time with proof of purchase.

GIFT CARD IN STORE TERMS - AUSTRALIA

Terms and Conditions:

The Factorie gift card can only be used at Factorie stores. The card can only be redeemed in the country of purchase, and is only valid in the currency of the country of purchase. This card cannot be redeemed for cash. You are wholly responsible for the use of this card. Factorie will not replace this card if it has been lost, stolen, damaged, been used by another person without your authorisation or has expired. The amount on this card can be verified in store. Present this card as full or part payment for any goods in our stores. The amount will be deducted from your card and any remaining balance will be displayed on your receipt. No change or refund will be given but the balance may be applied to future purchases. This card will expire 12 months after date of purchase. This card cannot be used to purchase products over the internet.

For countries other than Australia see instore for gift card terms.

FAQ

Do you have an online store? Can I purchase over the phone?

Yes, we have an online shop for Australia and unfortunately phone purchases are not possible. However we do offer international shipping.

Does Factorie franchise?

Factorie is a privately owned Company and does not Franchise. If you are interested in seeing a Factorie store opening in your area, please let us know as we may be planning store openings in a nearby location.

How do I request a donation / sponsorship from Factorie?

Please submit your request in writing via the ‘Contact Us’ section on the website. Make sure you select “Press / Marketing Enquiries” Enquiries.