Delivery & Returns
DISPATCHING YOUR ORDER
We want your little dude to enjoy his INDIE KIDS threads as soon as possible. That’s why we aim to dispatch your online order the next business day.
During peak, promotional periods there can be delays on the date of dispatch due to the high volume of orders we receive.
For all domestic orders please allow:
- 3-7 days for your order to reach you once it has been given to Australia Post
- 5-7 business days during peak holiday and sales periods.
The above delivery times are reflective of all orders dispatched from our online distribution centre based in Marrickville, Sydney 2204. Please note our online dispatch is closed on the weekends and public holidays.
In the instance we need to source your item(s) from one of our retail stores, there may be an additional delay of 3-5 business days.
All orders are dispatched using Australia Post and require a signature on delivery.
If you are not present at the time of delivery, a card will be left at the delivery address. Present this card with photo ID to collect your parcel from the post office.
The nomination of a business address as your delivery address opens signature authority to any person at that business address. We strongly advise against this. If your order is shipped to and signed for, on your behalf, at a business address, Industrie Clothing Pty Ltd will not accept responsibility for any parcel that is lost or damaged.
FREE domestic standard delivery applies for all orders AUD $100 and over.
$9.95 delivery fee for all domestic orders under AUD $100 shipped on standard delivery.
Standard delivery is 3-7 business days depending on your location.
Calculate your domestic delivery times with Australia Post.
FREE International standard delivery applies for all orders AUD $200 and over.
Delivery costs will be calculated and applied at checkout for all orders under AUD $200.
Customs and Import duty may apply to orders for delivery outside of Australia and are levied by the destination country. The customer as the recipient of any order shipped outside of Australia will be liable for all import duties, customers and local sales taxes levied by the country you are shipping to.
If the order is refused, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package. Calculate your international delivery times with Australia Post.
RETURNS - CHANGE OF MIND
We want your little man to be completely satisfied with your purchase, however if you have a change of mind, we will gladly offer a return under the following conditions:
- The item is unworn;
- The item is in original condition including tags;
- A Returns Form is included; and
- A copy of the order receipt is included.
NEED TO RETURN A HOLIDAY GIFT?
While you're little dude will be stoked to have received a new INDIE KIDS garment, we get that gifting isn't always easy. In the (unlikely) event that the gift just isn't right, we are offering an extended returns policy over the holiday season.
All gifts purchased at any stand-alone INDIE KIDS store or online between 1 December and 24 December 2019, can be returned until the 31 January 2020. Please retain your receipt or order details for proof of purchase, and refer to our "Returns - Change Of Mind" policy for full return steps and requirements.
For purchases made in our INDUSTRIE Retail Stores we will gladly offer an exchange or note of credit to the same value within 14 days of your receipt of purchase. To qualify for an exchange or note of credit the item/s must be unworn, in original condition with the tags attached and provided with a receipt.
We do not offer a refund in any form (cash or credit) for any change of mind circumstances for purchases made in our INDUSTRIE Retail Stores
The return or exchange of any INDIE KIDS items purchased in a Myer or David Jones stores is governed by the return policies of the relevant department store and can only be made through Myer or David Jones (where applicable). We cannot accept the return or exchange of INDUSTRIE, or INDIE KIDS purchases made in Myer and David Jones in our INDUSTRIE stores.
DOMESTIC ONLINE RETURNS
For purchases made on our ONLINE Store we will gladly accept the return of your order within 14 days of your receipt of the order. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.
Customers will be responsible for shipping and handling charges for any returns.
If you have made an online purchase and would like to make a simple exchange in one of our INDUSTRIE Retail Stores, you may do so on the condition you satisfy our returns procedure. We do not exchange sizes through our online warehouse, only refund. Online purchases cannot be refunded in store.
Please download and complete our online returns form to ensure we can process your request as quickly as possible. This form should be included with your return.
Once completed, visit the https://returns.auspost.com.au/industriekids page to create your return label with Australia Post.
Australia Post is an easy way to return your online purchase, giving you the option to drop off your parcel at your local Australia Post Office or red Australia Post box. Return your online purchase by post for a flat rate for $9.95 within Australia.
How to prepare your parcel for return:
- Enter your details and payment
- Print your label at home or at a nearby post office
- Post your parcel
INTERNATIONAL ONLINE RETURNS
For INTERNATIONAL ONLINE purchases we will gladly accept the return of your order within 30 days of your receipt of the order. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.
Customers will be responsible for shipping and handling charges for any returns. To return merchandise for a refund, please send by registered mail:INDUSTRIE KIDS Online Returns
Ground Level, 228 Pitt Street
Sydney NSW 2000
Please allow 10 working days from the receipt of your return. Refunds will be processed in the same manner as your payment method at the time of purchase.
Merchandise received by us after the 30-day INTERNATIONAL ONLINE return period, it will not qualify for a refund. In this case, the parcel will be returned to sender.
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law, and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any repair (if you choose to keep it).
If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.
Further information is available here.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
ONLINE CANCELLATIONS & ORDER AMENDMENTS
We are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.
FAULTY, DAMAGED OR INCORRECTLY DESCRIBED ITEMS
When returning a faulty, damaged or incorrectly described item, INDUSTRIE will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s.
This is subject to inspection by INDUSTRIE prior to sending goods back to us.
Please get in touch with our Customer Service Team via email at email@example.com and include details of your purchase and the fault (photos are always helpful).