Delivery of your Order

Within Australia metropolitan regions:

1. Please allow five to ten 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 delivery card in your letterbox 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 seven to twenty one 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 delivery card in your letterbox 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 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 three to five working days containing your tracking details of the remaining items.
5. You will receive your remaining items from your original order within five to seven working days

Delivery Charges

Within Australia

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 i.e. when offering a delivery promotion.

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.

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 043 142 (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.