SHIPPING & DELIVERY

Welcome to the Factorie online store shipping and delivery terms and conditions.
Please read the terms and conditions below carefully before placing your order.

DELIVERY OF YOUR ORDER

FREE STANDARD SHIPPING TO AUSTRALIA AND NEW ZEALAND FOR ANY ORDER PLACED OVER $40!

FREE INTERNATIONAL SHIPPING ON ORDERS OVER $100! 

The following table does not include processing time. Refer to Processing your Order below for further details.

Region

Standard

Express

Melbourne metro, Sydney metro, Canberra metro, Brisbane metroVictoria regional and Adelaide metro

3-5 working days

1 working day

New South Wales regional, South Australia regional and Tasmania (excluding remote locations). Perth metro,  Darwin, Alice Springs and Queensland regional (excluding Far North Queensland)

5-8 working days

2-3 working days

New South Wales (2890 - 2899)

9-26 working days

3-7 working days

Far North Queensland, Western Australia regional, Northern Territory regional and Tasmania remote

7-18 working days

4-8 working days

Outside of Australia

9-26 working days

N/A

DELIVERY CONDITIONS

PROCESSING YOUR ORDER

All express orders placed by 10am will be processed and dispatched from our warehouse on the same day. All standard orders will be processed and dispatched from our warehouse within 1 to 3 working days. If any items in your order are temporarily or permanently out of stock, we will contact you to arrange a refund, exchange or credit note for those items. If applicable, we may also give you the option of waiting for us to ship the items once new stock arrives.

CUSTOMS FEES AND DUTIES

Please note the delivery charge does not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.

RECEIVING YOUR ORDER

When you receive your order, please make sure all the right contents are in your parcel.

PROBLEMS WITH YOUR ORDER

We want you 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 Monday to Friday (excluding public holidays).

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 voicemail.  If you leave a voicemail, we will investigate your enquiry and we will get back to you as soon as possible.