SHIPPING & RETURNS POLICY

Online Shipping

We will always aim to deliver online orders within the allotted time frame from dispatch to shipping, however we cannot promise an exact date of delivery at the time of purchase.

We shall always aim to inform our customers if we expect that we are unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of a late delivery. 

Before you confirm your order, please double check the shipping details as we are unable to make changes once your order has been processed online. 

Confirmation

Once your order is processed you will receive a confirmation email. This will be received by COB on the date of purchase. If your order is placed outside of standard operating hours (weekends, public holiday or after standard operating hours), the confirmation email will be delivered by COB the following business day.

The confirmation email will only confirm the that your order has been processed and will not include an estimated time of delivery or a tracking number. A tracking number will only be received at the time of dispatch.

Dispatch

Dispatch refers to when your garments leave our Distribution Centre. On the day of dispatch, you will receive an email confirming that your order has left our Distributions Centre. This email will contain your Australia Post Tracking Number, which can be used on the Australia Post Website. 

• Orders can take between 3 – 5 business days to be dispatched.

• Orders are not dispatched over the weekend or Victorian public holidays.

• During heavy trading periods, there are times where we may need to source your garment order from stores across our network, which will delay dispatch. In this case our Customer Care team will contact you via email to inform you of the expected delay.

• You will receive an email at 5pm EST on the day your order has been dispatched.

• All orders are dispatched from our Victorian Head office, Abbotsford, Melbourne.

Standard shipping - $10

Once your order is dispatched, we hand your parcel over to Australia Post for delivery. After handover, we are not able to take responsibility for any additional delays or damages done to your order in transit.

Please find below the estimated delivery time frames for Australia Post:

• Melbourne Metro – expect delivery 1-3 Business Days from Dispatch. 

• All other capital cities – delivery is between 3-5 Business Days from Dispatch.

• Regional Australia – allow a little longer, 5-7 Business Days from Dispatch.

Standard shipping - Free

For orders over $100 within Australia, complimentary Standard Shipping will be included via Australia Post. Once your order is dispatched, we hand your parcel over to Australia Post for delivery. After handover, we are not able to take responsibility for any additional delays or damages done to your order in transit.

Please find below the estimated delivery time frames for Australia Post:

• Melbourne Metro – expect delivery 1-3 Business Days from Dispatch. 

• All other capital cities – delivery is between 3-5 Business Days from Dispatch.

• Regional Australia – allow a little longer, 5-7 Business Days from Dispatch.

Express shipping - $15

For orders under $200, a $15 Express Shipping fee will be charged. Once your order is dispatched, we hand your parcel over to Australia Post for delivery. After handover, we are not able to take responsibility for any additional delays or damages done to your order in transit.

Please find below the estimated delivery time frames for Express Post:

• Metroplitan Cities (Australia) - Guaranteed 1-2 Business Days from Dispatch.

• Regional Australia –  3-4 Business Days from Dispatch.

Express Shipping - Free

For orders over $200 within Australia, complimentary Express Shipping will be included via Australia Post. Once your order is dispatched, we hand your parcel over to Australia Post for delivery. After handover, we are not able to take responsibility for any additional delays or damages done to your order in transit.

Please find below the estimated delivery time frames for Express Post:

• Metropolitan Cities (Australia) - Guaranteed 1-2 Business Days from Dispatch.

• Regional Australia –  3-4 Business Days from Dispatch.

International shipping - $30

We currently ship internationally to New Zealand only.

A customer care representative will contact you via phone or email to process this additional charge.

PLEASE NOTE: THE ONLINE CHECKOUT WILL PROCESS VIA AUSTRALIA POST ECONOMY AIR FREE SHIPPING. THIS WILL BE CHARGED AT $30.00 AUD.

• All New Zealand – expected delivery 7-10 business days from dispatch.

• Orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. Peter Jackson Pty Ltd. is not responsible for and will not reimburse any of these charge and duties.

• Customs charges and duties are the responsibility of the Customer and will not be refunded by Peter Jackson Pty Ltd. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service.

Find out more here: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx.

Tracking Parcels

You can track your Standard, Express or International parcels via the Australia Post website. As a registered customer you will receive a tracking number in your dispatch confirmation email.

If your parcel hasn't arrived in the estimated time period, please refer to the Australia Post website to see if delivery of your parcel has been attempted. Peter Jackson Australia Pty. cannot accept responsibility for delays, damages or loss of order following handover to Australia Post.

Stock Availability

Our stock levels change frequently and there may be some garments only available online for a limited time.  If the size you are after is not available online, simply contact our Customer Service team (03 9415 6281) and they will do their best to track the right size down for you.

There may also be times where a garment purchased via our website is not available in our online warehouse when we come to dispatch. In this case we will do our best to source the garment from one of our stores and email you about this within one working day of your order.

Returns

If, for reasons of Change of Mind, Faulty Product, or Incorrect Sizing, you would like to return your purchase to us, we would be more than happy to offer you an exchange or refund in accordance with the ACCC's consumer guarentees. Please find the conditions for Returns below:

• The products are unworn/unused and in resellable condition;

• There are no alternations or modifications to the garment;

• Original packaging is in original condition;

• The products have been in your possession for no longer than 30 days or what has been deemed a reasonable possession period. (therefore eliminating any transit time). 

Before a refund or exchange can be granted, all items will require an inspection from either a store manager or the Peter Jackson Head Office Team. We reserve the right to refuse a return if the above has not been adhered to. 

In-store refunds and exchanges

If you have purchased your garment online, you can choose to return or exchange your garment to any one of our stores (excluding DFO, Harbor Town and outlet stores). For exchanges, please contact your local Peter Jackson store to ensure it has the right garment available. 

Refunds are always performed using the method of payment. If you choose to return the garment in-store, please make sure you have your credit card that you made the online purchase with and that the card holder is present at the time of the return. This will enable the staff member to process the return/exchange for you. You will also need to take a printout of your Order Confirmation which is emailed to you at the time of online purchase, and your Delivery Docket which is included in your package. If you can’t print your Order Confirmation email you must bring along: a form of ID, the Delivery Docket and display their Order Confirmation email on a mobile device. If you no longer have your order confirmation, please be sure to provide a proof of purchase.

In-store return & exchange policies apply. All conditions above are in addition to your statutory rights.

Online refunds and exchanges

If you have purchased your garment online, you can choose to return or exchange all or individual purchases by mailing them to our head office, 426 Johnston St, Abbotsford, VIC 3067. Online returns must be adherent to our Returns Policy and be accompanied by your confirmation email, or, if not possible, a proof of purchase. Please also include a note with the reason for your return, detailing whether you are seeking an exchange or refund.

A refund or exchange will be processed once the item is received and inspected at our head office. Once received and assessed, a customer service representative will contact you via email to inform you of the pending refund or expected duration of the exchange.

Refunds are always performed using the method of payment and will be returned into the account used for Online Check Out.

Return & exchange policies apply. Peter Jackson Australia Pty. reserves the right to not accept responsibility for mailing costs incurred for returns or exchanges to our Head Office, 426 Johnston St, Abbotsford, VIC 3067. All conditions above are in addition to your statutory rights.

Outlet Store Refunds and Exchange

If you have purchased your garment at one of our Outlet Stores, refunds or exchanges can only be processed across our Outlet Store network.

Peter Jackson will exchange or refund an item if faulty and proof of purchase can be provided. Change of Mind is only accepted for exchange or store credit and redeemable within 14 days of purchase. Returns must be adherent to our Returns Policy and be accompanied by a receipt or proof of purchase, and must be unworn and returned in original condition.

Refunds are always performed using the method of payment. If you choose to return the garment in-store, please make sure you have your credit card that you made the online purchase with and that the card holder is present at the time of the return. This will enable the staff member to process the return/exchange for you.

In-store return & exchange policies apply. All conditions above are in addition to your statutory rights.

Accessories In-Store and Online Returns

As we are not able to determine wear on accessories, an exchange or refund can only granted in instances of damaged on arrival. If you receive an item that is DOA, please contact sales@peterjackson.com or info@peterjacksons.com as soon as possible.

Returns to New Zealand

For returns from New Zealand, orders will need to be sent back to the Peter Jackson Head office in Melbourne Australia.

New Zealand exchanges will be charged a re-shipping fee of AU$30.00 to have the new goods shipped back to you. We will send you an invoice prior to shipping the order.

To send your order back to us, simply take the following steps:

• Fill in the return form that came with your order and include it in the return parcel.

• Bag or box your items with either packaging paper or a shipping bag

• Address your parcel to: Peter Jackson Online Returns: 426 Johnston St Abbotsford: VIC: 3067

• Drop the parcel at your nearest post office. We ask that you cover the cost of the return.

• Once we have received your return parcel we will be in touch with an update on the return process.