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FAQ's

Product

Which size should I buy?

Generally speaking, kids sizes should reflect the kids age. For example, an average-sized 7 year old will fit a size 7. Take a look at our Size Guide - Kids if you are uncertain about what size to order.

Are the colours of the garments photo accurate?

Here at INDIE KIDS, we like to keep things clean and simple. We aim to generate images with a clear likeness to the actual garments, so there's no surprises when you open your delivery at home. Well… only good surprises! Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly from those displayed by your monitor, or on varying internet browsers.

How should I wash and care for my garment?

Please follow the washing, drying and general care instructions on the labels sewn on the inside seam of your garment.

Ordering Online

Do I need to create an account to checkout?

An account is not necessary to checkout, you can do so as a guest.

How do I know my order has been placed successfully?

After successfully placing your order you will receive an order confirmation via email to the address provided when placing your order. If you have paid via PayPal or Afterpay you should also receive an email that a transaction has been made by this third party. If for any reason you are unsure, please get in touch with our customer service team at contactus@industrie.com.au .

Can I edit or cancel my order?

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.

I have received my order but an item is missing or incorrect - what do I do?

From time to time things can go wrong and we’re sorry for the inconvenience! Please contact our customer service team at contactus@industrie.com.au and we’ll do our best to get your item(s) to you as soon as possible.

I saw something I wanted on your site, but now it isn't available - how can I get it?

We are pleased to say that our products are very popular and often sell out, especially when we run an online promotion! We do replenish some styles from time to time, so bookmark our website to avoid missing out, and stay in the loop by subscribing to receive emails.

Shipping & Delivery

Where does INDIE KIDS ship to?

We currently ship worldwide with Australia Post .

How much does shipping cost?

For shipping within Australia, standard delivery is free for orders AUD $100.00 and over, and $9.95 for orders under AUD $100.00

For international shipping, standard delivery is free for orders AUD $200.00 and over. For orders under AUD $200.00 deliver costs are calculated and applied to orders at checkout by weight and destination.

Are customs and duties taxes applied at checkout for international orders?

Customs and import duty may apply to orders for delivery outside of Australia and are levied by the destination country. The customer will be liable for all import duties, customer and local sales taxes levied by the country you are shipping to.

If the order is refunded, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.

When will my order be dispatched?

Our goal is to dispatch your online order the next working day, however during peak times and sale periods there can be delays due to the high volume of orders we receive.

Please note our online dispatch is closed on weekends and Australian public holidays.

How long will it take to receive my order?

For all Australian orders, please allow 3-7 days (depending on your location) for your order to reach you once it has been dispatched and 5-7 business days during peak holiday and sales periods.

For international orders, delivery varies from country to country. Calculate your delivery time with Auspost .

How can I track my order?

Once your order is dispatched, you will receive an email with confirmation of your tracking information. Follow the links in the email, or enter your tracking number on the Australia Post website.

If you have not received your tracking number as expected, please get in touch with our customer service team at contactus@industrie.com.au .

Do I need to sign for my delivery?

All orders are dispatched by Australia Post and require a signature upon delivery. If you are not present at the time of delivery, a card will be left in you letterbox and you parcel will be delivered to your nearest post office for collection. You will be required to present this card and photo ID in order to have your parcel released to you.

Can I get my order delivered to a PO Box?

As Australia Post require a signature upon delivery, unfortunately we cannot deliver to PO Boxes.

What happens if my parcel is lost?

If you’re parcel hasn’t arrived to you as expected please get in touch with our customer service team at contactus@industrie.com.au .

What If I provided the wrong shipping address?

While our system and warehouse are designed to fill and dispatch orders as quickly as possible, if you notice you have provided the incorrect delivery address please call our customer service team on 02 9550 6550 or email at contactus@industrie.com.au if outside of working hours. We’ll do our best to help you.

Returns & Exchanges

Can I return for change of mind?

We want you to be completely satisfied with your purchase, however if you have a change of mind or someone has purchased something you are unsure of, we will gladly return this provided it meets all conditions of our Delivery & Returns .

How do I return my online order?

We will gladly accept the return of item(s) within 14 days of your receipt of the order for Australian customers and 30 days for international customers, given the item(s) meet 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.

Customers will be responsible for shipping and handling charges for any returns. To return items for a refund, please send by registered mail to:

INDIE KIDS Online Returns
228 Pitt Street
Sydney NSW 2000

If your return does not meet the conditions, it will not qualify for a refund. In this case, the parcel will be returned to sender.

Online purchases cannot be refunded in-store.

When and how will I receive my refund?

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.

Can I send my online order back to your online team for an exchange?

Unfortunately the online team does not accept exchange requests. Any online purchase you wish to exchange will need to be taken to one of our freestanding INDIE KIDS stores.

I've purchased an in-store and changed my mind - can I return or exchange my purchase?

For purchases made in our freestanding INDIE KIDS stores we will gladly offer an exchange or credit note to the same value within 14 days of your receipt of purchase and given the item(s) meet the following conditions:

  • Proof of purchase is available
  • The item(s) is unworn, unwashed, unused and in its original condition with all tags attached
  • Any discounts or promotions received at the time of purchase will be carried over

Do you refund sale items?

Yes, we do. Our Delivery & Returns applies to both sale and full price item(s).

I bought an item online but it is faulty - what can I do?

In the unlikely event that an item is faulty, we ask that you kindly post it back to us with the reason for your return clearly noted on the form so that we can assess the problem. If the item is assess as faulty we will send you a replacement. If the relevant style is not in stock we will arrange a refund including all delivery charges, so please include a postal receipt.

Will my postage be refunded if my items are damaged or faulty?

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).

I bought an INDIE KIDS item from David Jones or Myer - Can I return it to an INDUSTRIE store or online?

Unfortunately INDUSTRIE will not accept the return of items purchased from David Jones or Myer department stores. The return or exchange of any INDIE KIDS, ROLER or INDUSTRIE items purchased in David Jones or Myer are governed by the returns policies of the relevant department store and can only be made through David Jones or Myer (as applicable).

Promotions

How do I use a promotion code online?

To activate a promotion code you will need to enter the code into the ‘Discount Code' field on the 'Shopping Cart’ page. If you have trouble redeeming the offer please contact our Customer Service team on contactus@industrie.com.au for further assistance.

How do I know if the promotion code or offer has been applied to my order?

If a promotion code or offer has successfully been applied to your order, the discount will appear in the ‘Order Summary’ on the ‘Shopping Cart’ page, as well as on the ‘Reviews & Payments’ page on the checkout.

The items I bought recently have now been reduced - can I get the same price?

Occasionally we adjust the pricing on items. Unfortunately we do not offer a price guarantee, so we can't provide a partial refund for an item that goes on sale after you've purchased it.

Do you have the same promotions online as in-store?

We endeavour to have all promotions offered in freestanding stores available to our online customers. There may be some instances where an online offer is not offered in-store, just as stores have their own shopping nights and events. Sign up to our emails and 'like' our Facebook page to stay in the know about our online offers. David Jones and Myer prices are subject to their own sale periods, items cannot be price matched in INDUSTRIE retail stores.

Payment

What payment methods can I use to order online?

We currently accept Visa, MasterCard, PayPal and American Express. Afterpay is also available to Australian residents who qualify for an Afterpay account. No Cash on Delivery (COD) or alternate payment methods is available.

Are international transaction fees included in my online order?

Please be aware that international transaction fees may apply. Please check if international transaction fees apply to your nominated payment method prior to purchase.

Gift Cards and Credit Notes

Do you sell Gift Cards?

At the moment, unfortunately INDIE KIDS does not offer Gift Cards.

Where can I use my credit note?

Credit notes are issued when an item purchased at a freestanding INDIE KIDS store is returned, rather than exchanged. They can only be redeemed at freestanding INDIE KIDS stores. Unfortunately our online store, or David Jones and Myer department stores cannot accept credit notes.

Afterpay

What is Afterpay?

Afterpay offers a convenient ‘wear now, pay later’ payment method, allowing a purchase to be paid for in four equal fortnightly instalments, interest free.

For more information or to create an Afterpay account, please visit the Afterpay website.

Is Afterpay available to me?

Afterpay is available to all people who:

  • Are at least 18 years old;
  • Use an Australian debit or credit card to make the purchase;
  • Have a valid and verifiable email address and mobile number; and
  • Have an Australian residential address.

Can I use Afterpay if I am outside Australia

No, unfortunately Afterpay is currently only available for Australian customers.

Is Afterpay secure?

Yes, Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. This means that it abides by the comprehensive set of requirements to keep your data secure.

Which bank cards can I use to pay?

Afterpay currently accepts Visa and MasterCard credit and debit cards issues in Australia from any bank.

Are payments taken automatically from my account?

Afterpay will automatically take payment from your nominated Visa or MasterCard on the due date. The scheduled payment days are communicated to you via Afterpay in the confirmation email sent to your valid email address, and can also be seen when logging into your Afterpay account at afterpayit.com.au. To avoid late fees, simply ensure you have the funds available on your credit or debit card on the payment due dates for a successful transaction.

Is there a cost to use Afterpay?

If you make repayments on time, you'll only ever pay the price of the item you purchased. The only fees Afterpay charges are late fees for missed payments.

What are the late fees?

While the Afterpay service is free, late fees will be incurred for missed scheduled payments. If an automatic payment is unsuccessful, you have until midnight (AEDT in the summer months and AEST in the winter months) to make payment. After midnight, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within one week (as stated in the Afterpay Terms).

How is an Afterpay return processed?

All Afterpay purchases can be returned for exchange or refund in line with the INDUSTRIE Delivery & Returns . When a customer returns an item, the system automatically notifies Afterpay and all future payments for that order are cancelled. Any payments that have already been made towards the item will be refunded to the credit/debit card used to place the order. Once notified, Afterpay processes the refund immediately and will send the customer an email to confirm the refund has been applied.

What are Afterpay's customer service details?

You can contact Afterpay directly 24 hours a day, 7 days a week, via email at info@afterpay.com.au or by phone on 1300 100 729.

General Information

Where are your retail stores?

There are currently 4 INDIE KIDS stores located across Australia. To find your nearest store, head to the Store Finder page.

Where are you stocked?

We are stocked in David Jones and Myer department stores throughout Australia. Stockist locations can also be found on the Store Finder page.

How can I contact INDUSTRIE?

You can get in touch with us via email at contactus@industrie.com.au or call on 02 9550 6550 . Our office hours are 8.30am - 5.30pm Monday to Friday.

How do I sign up to the mailing list and become an INDIE KIDS subscriber?

It’s easy to sign up – just enter your email address at the subscription bar at the bottom of the homepage and click SUBSCRIBE, or click CREATE AN ACCOUNT on the header of any page on our website.

Are there any benefits for becoming an INDIE KIDS subscriber?

Yes, every new member will receive 10% off full priced styles* at out online checkout for a limited time. You’ll also be the first to know about new arrivals, upcoming sales store updates and INDUSTRIE events.

How do I unsubscribe from emails?

If you no longer wish to receive updates from us, please email contactus@industrie.com.au and we'll unsubscribe you.

What do I do if I have forgotten my password to my account?

Don’t panic, we all forget passwords from time to time. You can reset your password on the Account page.

I want a career at INDUSTRIE, what vacancies do you have?

To view all current vacancies at INDUSTRIE, please visit our Careers page.