Support
Shipping & Delivery
High Volume Orders
Peter Jackson uses third party couriers and delivery times are subject to their service capacity. Unfortunately, this is beyond our control. Our delivery time frame is estimated only and Peter Jackson will not be held liable for any loss, expense, or damage caused by dispatch or delivery delays.
We sincerely appreciate your patience and understanding.
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.
- Standard shipping orders can take between 5 – 7 business days to be dispatched.
- Express shipping orders can take between 3 - 4 business days to be dispatched.
- Orders are not dispatched over the weekend or during Victorian public holidays.
During heavy trading periods, there are times when 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 5 pm EST on the day your order has been dispatched.
- All orders are dispatched from our Victorian Head office, Abbotsford, Melbourne.
- Please be aware, Dispatch period does not include standard shipping times.
Confirmation
Once your order is processed you will receive a confirmation email. The confirmation email will only confirm that your order has been processed and will not include a tracking number.
A tracking number will only be received at the time of dispatch.
Shipping Methods
Standard Shipping - Australia Post Network.
Free Standard shipping on all orders over $99 within Australia.
- 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 within Australia.
- Metropolitan Cities (Australia) - Guaranteed 1-2 Business Days from Dispatch.
- Regional Australia – 3-4 Business Days from Dispatch.
International Shipping
International shipping - $50
We currently ship internationally to New Zealand only. If you'd like to arrange shipping to a different country, please contact info@peterjacksons.com
- 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 charges 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: https://www.customs.govt.nz/personal/online-shopping/
Tracking Parcels
You can track your Standard, Express or International parcels via the Australia Post website. 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 here to see if delivery of your parcel has been attempted. Peter Jackson Australia Pty. cannot accept responsibility for delays, damages or loss of orders following handover to Australia Post.
Porch Theft
Australia Post has detailed policies regarding Safe Place deliveries and compensation for potential loss of parcels. Once Australia Post has collected and received a parcel for delivery it is entirely their responsibility to deliver it to a safe location. To avoid porch theft, you are able to change the conditions of delivery through Australia Post and choose to leave the parcel at a different location.
Peter Jackson Australia Pty. processes parcels with the utmost care and responsibility, however, it’s not liable for any loss or damage after passing them onto 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 when 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 & Exchanges
Returns
In-store purchases & returns
Online purchases & returns
We understand that purchasing a tailored garment online can be tricky, subsequently, we offer a full refund in the event of a change of mind.
For a return or an exchange, online orders have to be sent back to our head office within 30 days from the date of purchase. After we have received your return, you can expect to receive your refund within 14 days. This will be sent to the same method you used to pay.
Once your return has been processed, you will receive a confirmation email.
To request a return or exchange, don't forget to fill out and include our "returns & exchanges" form when sending a product back to us.
You can download the form from here: Download
Conditions of purchase
- A valid proof of purchase is required (bank statement, store receipt or order number for online purchases) on all return transactions.
- Under the Australian Consumer Law (ACL), consumers have a right to return faulty goods in certain circumstances.
- If the product has a major failure, the consumer has the right to choose between a replacement or a refund. If the product has a minor failure, the business can choose to give the consumer a free repair instead of a replacement or refund.
Additional information
- Refunds are only processed from our head office. Stores are not authorised to process refunds.
- Return can be made on sale items, and items purchased at all Peter Jackson stores including outlets.
- If a garment has been altered, this is deemed to not be in original condition and therefore not eligible for an exchange, refund or credit note.
- In-store and online prices may vary depending on promotional activity at the time of purchase.
- Gift cards can be redeemed for merchandise only at Peter Jackson stores. Gift cards cannot be redeemed for cash.
What is a major failure
A product or good has a major failure when:
- It has a problem that would have stopped someone from buying it if they had known about it
- It is unsafe
- It is significantly different from any sample or description
- It doesn’t do what the business said it would, or what the consumer asked for, and can’t easily be made suitable for such a purpose.
Businesses are not required to provide refunds to consumers because of a change of mind when there is no major or minor failure in relation to the good and the good was properly described.
This change of mind policy does not affect your rights under the Australian Consumer Law. If you purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund.
For more information about your rights as a consumer please click here.
When can a consumer return faulty goods?
Consumers can return faulty goods within a reasonable time. The term “reasonable time” is not defined by the ACL. The nature of our goods a reasonable amount of time is 6 months for any assessment. Goods returned outside this duration cannot be accessed purely based on the time passed.
FAQS
General Questions
What payment methods are available?
We accept all major credit cards in-store and online. We also accept payments through Paypal for online purchases and Afterpay for in-store and online purchases. Visa, Mastercard and Amex have a small transaction percentage attached.
How can I search for items on the website?
Click on the magnifying glass icon on the top-right of your screen. You can start typing a product code (SKU) if it’s known to you, or a colour, pattern, product style, etc. e.g: grey check jacket.
Can I hire a suit?
Unfortunately, we do not offer hiring services.
How can I order online?
Once you’ve found a product you like, you can select the size and quantity from the product page and click “add to cart”. It will give you the option to keep shopping, or head straight to check-out, where you’ll have to enter your shipping address and select a payment method.
You can log in with your email and password if you already have an online account. It will assist with a faster checkout process.
How do I know what size I am?
We want you to find the perfect fit, which is why we have a size chart you can access by clicking on the "What's my size" link after clicking "Select size" on any suit or sports jacket.
Can I change or cancel my order?
Once an order has been placed on our website, it’s not possible to cancel it. However, you might be able to change it if you get in touch with us before it has been dispatched.
How can I find the nearest Peter Jackson store?
We have over 60 stores throughout the country and have listed them all by state in our store locator. You can access it by clicking on the "find a store" link on the top right corner of your screen.
Was my order successful?
If your order was successful you would receive a confirmation email shortly after completing payment. If you haven’t received any confirmation from us, check your spam folder or get in touch with us at sales@peterjacksons.com
When will I get my order?
We dispatch all orders within 3 – 5 business days. Generally, standard delivery takes between 3 – 5 business from the date of dispatch. Check our Shipping Information page here for more information.
How can I track my order?
Right after dispatch, you will receive an email from us with a confirmation and a tracking number for Australia Post.
I didn't receive a confirmation email for my order, did it go through?
Check your spam folder. If you haven’t received a confirmation from us 24 hours after placing your order, contact us at sales@peterjacksons.com or (03) 9415 6281
My order arrived but it’s incomplete
In some cases, we dispatch an order in separate parcels due to the stock’s availability at the time. If you experience this, allow some extra time for the rest of the order to arrive. You can also contact us to inquire about the current status of your order.
Product & Stock
I can’t find my size online
Sometimes our availability online differs from our in-store inventory. If you can’t find your size feel free to contact us at sales@peterjacksons.com or (03) 9415 6281 to inquire about stock availability at our warehouse or your nearest store.
I saw something in-store that I can’t find online
We try to maintain cohesiveness between our in-store and online experiences. However, sometimes we might opt not to display a certain range of products due to availability or seasonality. If you’ve seen something in-store that you can’t find online, get in touch with us. One of our team members will help you locate that item if it’s still available.
The price has changed since I ordered. Can I get a refund?
We run different promotions and sales throughout the year. Some of these promotions are exclusive to our online shopping experience. If an item you bought went on sale shortly after, unfortunately, we can’t issue a refund for the item or the price difference. Click here for more information on our refund policy.
My Account
How can I reset my password?
Click on the top right sign-in icon (when browsing on a desktop computer), or open the burger menu. (when browsing on mobile) Then click on the sign-in icon. Click “Forgot password?” and enter your email address, then click “reset password.” You will be sent an email with a link to reset your password.
How can I create an account?
Click on the top right sign-in icon if browsing on a desktop computer, or open the burger menu if browsing on mobile, and then on the sign-in icon. You can create an account by signing in with your Facebook or clicking on “Not a member? Sign up here.” Fill in with your name, last name, e-mail address and a password of your choice. Then you can click on “create an account”
How can I change my email, phone or address?
After signing in, click on the sign-in icon. It will take you to your account overview. You can update any of your personal information there. You can also add a new address, see your wishlist or even check a gift card’s balance.
I want to unsubscribe from the newsletter.
At the bottom of every one of our newsletter emails, there’s a link to unsubscribe. Alternatively, you can also write to us at info@peterjacksons.com with the request.
Payments
Can I use a credit note to make online purchases?
Initially, all credit notes issued in-store are only redeemable in-store. However, we can activate them for online purchases upon request. Contact us at sales@peterjacksons.com or (03) 9415 6281. We’ll process it for you right away.
Can I use more than one promo code on my order?
You're only able to use one promo code per transaction.
How can I redeem a promo code?
Enter your promo code in the “promo code” field at checkout. Then, either press Enter or click on the right-pointing arrow icon.
Gift Cards
I lost my Virtual Gift card. Could you send it again?
Of course. Just get in touch with us at info@peterjacksons.com or (03) 9415 6281. Have the email address you used for the purchase, and we’ll resend it there.
Can I use a physical gift card for online purchases?
In short, Yes. However, our physical gift cards are mainly for in-store purchases, so we’ll need to activate them for online usage from our head office. Get in touch with us, and we’ll sort it out for you.
Can I use a virtual gift card for in-store purchases?
Yes. However, virtual gift cards are issued for online purchases originally. We will have to activate them for you to be redeemable in-store. Contact us, and we’ll process that request for you.
T & C
General Terms and Conditions
- IN GENERAL
Access to and use of this Website and the products and services available through this Website (collectively, the "Services") are subject to the following terms, conditions, and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.
- PRIVACY POLICY
These Terms of Service incorporate our privacy policy, which sets out how we will use your information, can be found at Privacy Policy. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.
- PROHIBITIONS
You must not misuse this Website. You will not:
- Commit or encourage a criminal offense;
- Transmit or distribute a virus, trojan, worm, logic bomb, or post any other material that is malicious, technologically harmful, in breach of confidence, or in any way offensive or obscene;
- Hack into any aspect of the Service;
- Corrupt data;
- Cause annoyance to other users;
- Infringe upon the rights of any other person's proprietary rights;
- Send any unsolicited advertising or promotional material, commonly referred to as "spam";
- Attempt to affect the performance or functionality of any computer facilities of or accessed through this Website.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses, or other technologically harmful material that may infect your computer equipment, computer programs, data, or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.
- INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT
The intellectual property rights in all software and content, including the Peter Jackson brands and all other trademarks, trade names, and logos made available to you on or through this Website, remain the property of Peter Jackson or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Peter Jackson and its licensors.
You may store, print, and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute, or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appear on this Website, nor may you use any such content in connection with any business or commercial enterprise.
- WEBSITE CONTENT
While we do our best, we cannot guarantee that images on our website exactly represent actual products or their packaging. In particular, the colours shown on the website may not exactly represent the colours of our products because the colours you see on the website depend on the colour reproduction on your computer or mobile device.
Information on this website is subject to change without notice.
All images, trademarks, logos, text, graphics and other content appearing on this website are the property of their respective owners and are protected by copyright, trade mark and other intellectual property laws. The use of any of Peter Jacksons’s trademarks is strictly prohibited unless we provide prior written consent.
The inclusion of any hyperlinks to third party websites does not imply Peter Jackson’s endorsement or approval of such third parties, their websites or their businesses or other activities.
Unless otherwise indicated, copyright in the information on this website is owned by or licensed to Peter Jackson. This website or any portion of this website may not be reproduced, duplicated, copied, sold, or otherwise exploited for any commercial purpose except where necessary for viewing this website on your Internet browser, or where specifically authorised by law or in writing by Peter Jackson.
- TERMS OF SALE
By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.
5.A.1 Our Contract
When you place an order, you will receive an acknowledgment e-mail confirming receipt of your order. This email will only be an acknowledgment and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until we have conducted any verification (see 5.C.1 below) that may be necessary for your order, your payment has been approved by us, and we have debited your credit or debit card.
5.B.1. Pricing and Availability
Whilst we try and ensure that all details, descriptions, and prices that appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Where applicable, prices are inclusive of GST. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.
5.B.2. Pricing and Availability
The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We, therefore, reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies, or out-of-date information regarding pricing, shipping, payment terms, or return policies.
5.C.1. Verification Process
For security purposes, we may require additional verification or information to enable us to complete your order. We may ask you to supply the following information:
- A copy of your photographic driver’s license verifying your identity and billing address.
- If the billing address differs from the address specified on your license, proof of address will be required in the form of a bank statement or other relevant documentation.
- Other relevant documentation requested by our Online Team.
5.D.1. Payment
Upon receiving your order, we carry out a standard pre-authorization check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorization check has been completed.
Promotional discount codes - We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made through this Website.
5.D.2. Payment
The conditions of use relating to any discount code will be specified at the time of issue.
5.E.1. Gift Cards
Gift cards may be physical cards sent in the mail or digital cards that are sent in an email. Gift cards are issued in Australian dollars and are redeemable in Australian stores and on the Australian website. They are not redeemable for cash. No change will be given for a purchase made with a gift card. Physical cards are intended to be redeemed in a physical store and digital cards are intended to be redeemed online. In the event a card is not being used for its intended purpose, you are required to contact us at info@peterjacksons.com to activate it for use. The gift card expires twelve months from the date of issue (or date of purchase for E-Gift Cards). Gift cards are partially redeemable and it is up to the cardholder to use the full value within the validity period. Any unused balance will not be refunded or credited when the card expires. When the cost of a purchase exceeds the available card balance, the cardholder will be required to make up the difference with an alternate form of payment. Gift Cards should be treated like cash. Peter Jackson disclaims all responsibility for lost or stolen cards.
- DISCLAIMER OF LIABILITY
The material displayed on this Website is provided without any guarantees, conditions, or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law Peter Jackson and its suppliers, content providers, and advertisers hereby expressly exclude all conditions, warranties, and other terms that might otherwise be implied by statute, common law, or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive, or incidental damages, or damages for loss of use, profits, data, or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law, or otherwise. This does not affect Peter Jackson's liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability that cannot be excluded or limited under applicable law.
- LINKING TO THIS WEBSITE
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you. This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page. We reserve the right to withdraw linking permission without notice.
- LINKING FROM ANOTHER WEBSITE
If we link to other websites, we take no responsibility for the content of and make no representations as to the accuracy of any third-party websites we may link to from this Website.
- INDEMNITY
You agree to indemnify, defend and hold harmless Peter Jackson, its directors, officers, employees, consultants, agents, and affiliates, from any third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of this Website or your breach of the Terms of Service.
- VARIATION
Peter Jackson shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.
- COMPLAINTS
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise: please let us know if you have any complaints or comments.
- WAIVER
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
- GOVERNING LAW AND JURISDICTION
These terms and conditions are to be construed in accordance with the laws of Victoria, Australia, and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of Victoria, Australia.
- ENTIRE AGREEMENT
The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and Peter Jackson. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of Peter Jackson.
Privacy Policy
Last Updated: 27th November 2023
Protecting your privacy and the confidentiality of your personal information is very important to us. This Privacy Policy explains why we collect personal information and how we collect, use, disclose, store, and protect your personal information. It also explains how you can access, correct, update, or delete any personal information provided to us or make a complaint if you have concerns.
We comply with all applicable privacy principles and laws that regulate how we collect, use, and protect your personal information. This Privacy Policy may change from time to time and is available on our website.
This Privacy Policy applies to Peter Jackson (ABN 60 065 293 389) and all of its related entities and brands in Australia (referred to in this document as "we," "us," or "our").
What Is Personal Information
What Personal Information Do We Collect
We may collect personal information, including your name, gender, date of birth, address, telephone number, and email. Information about your computer hardware and software is also automatically collected by us when you use our website. This information can include your IP address, browser type, access times, and/or referring website addresses. This information is used by us for the operation of the website and the services offered on the website and to maintain the quality of the services offered on the website.
We do not collect your financial information or retain credit card numbers used to purchase products or services, as this information is collected by a financial institution that has its own privacy policy. If you receive a request to provide sensitive personal information (such as credit card details) in an email, do not provide this information because the request may be fraudulent. You can help us identify attempts at fraud - if anything suspicious occurs, please contact our Privacy Officer.
Why Do We Collect Your Personal Information?
We may collect your personal information when required by law, but generally, we collect personal information from you (or about you) to allow us to:
- Supply you with tailored products, services, or offers that may benefit you;
- Better communicate with you;
- Improve your experience with us;
- For re-marketing, traffic, demographics, and interest reporting purposes (see more about cookies below); and
- Notify you about our new products and services, discounts, promotions, or upcoming events; and
Personal information collected or received by us will only be used for the stated purpose for which it was provided.
When And How Do We Collect Your Personal Information?
We collect most personal information directly from you when you consent to communications from us. Your consent may be express (e.g. you agree to the use of your information by ticking a box) or implied by an action you take or do not take (i.e. because you have agreed to terms and conditions that contain information about the use or disclosure of your information). You provide us your information when you purchase (or inquire to purchase) products or services from us, you ask to find out more about our products or services, you apply to work with us, you participate in our competitions, you make a refund, return or other claim, you use our website(s) or other applications, you deal with us on the phone, you write to us, or when you visit one of our stores.
We may also collect information about how you use our website(s) or applications to help us better serve you. For example, we may do this when you click on a link from our website(s) or visit a website that displays our advertisements. This information is derived from cookies that identify the computer you used to access our website(s) or applications, and the cookies collect your server address; your top-level domain name (for example .com, .nz, .gov, .au, .net, .edu, etc.); the time and date of your visit to the website; the pages and documents you have accessed or viewed and the type of browser you are using. When we use cookies and other tracking technologies to collect your personal and non-personally identifiable information, we are collecting this information to: better understand your browsing and purchasing behavior; analyze and track website usage data; determine the popularity of certain content; deliver advertising and content targeted to your interest on our website; better understand your online activity; improve our website and your online experience; count the number of visits; and for other legitimate internal business purposes (together "re-marketing, traffic, demographics, and interest reporting purposes").
We have engaged Google to provide advertisements on our behalf and to provide analytics services. Google may use cookies and other tracking technologies to collect non-personally identifiable information for re-marketing, traffic, demographics, and interest reporting purposes via Google advertising cookies and anonymous identifiers. If you have consented ("opted-in") in accordance with privacy principles, your personal information may be merged with non-personally identifiable information collected through any Google advertising product or feature to be used by us for re-marketing, traffic, demographics, and interest reporting purposes.
What Happens If There's A Data Breach?
Consent for Marketing Communications
Reiteration of Privacy Officer Contact Details
If you have any questions about our Privacy Policy or wish to contact our Privacy Officer, please use the following details:
Chat/Webform: Via our Help Centre
Mail: The Privacy Officer, Peter Jackson Pty Ltd, 50 Hoddle St, Collingwood, VIC 3066