Shipping GuideAustralia - Australia Post |
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Returns & Exchanges |
Credit Card Security |
Shipping Guide
http://shop.brisbaneroar.com.au ships internationally. Orders can be sent by DHL, Registered Air Mail or International Air Post to most countries.
- The cost of shipping is determined by the weight of your order
- Use our Freight Estimator button in the shopping cart to see your options based on the items you have in your shopping cart. Simply enter your country of delivery in the shipping box
- Where the weight exceeds 20kg, no freight option is given. Please proceed right through checkout process until you are given a red message to email us via a 'contact us' prompt and a quote for freight will be requested
- If you have any questions on shipping please email Customer Service at customerservicesbr@velocitybrandmanagement.com
Australia – Australia Post
http://shop.brisbaneroar.com.au provides a full track and trace service, of which a signature on delivery is required. Once the weight of your order has been calculated shipping rates will be applied.
International Air Mail
This is a non tracking service for parcel deliveries of up to 2kg in weight. Once over this weight, charges are more like those of a full courier service and require full custom disclosure including a customs invoice and declaration of Country of Origin for the contents of the order. Track & trace is not included in this service.
For further information on your specific country visit http://auspost.com.au/apps/international-post-guide.html
International Air - Registered Parcel Service
http://shop.brisbaneroar.com.au will register your parcel along with your delivery address. Upon delivery, the recipient's signature will be required on a form as proof of delivery to the specified addressee. In case the addressee is not found, the mail is returned to http://shop.brisbaneroar.com.au . Tracking is not provided to you the customer directly however you can enquire through our Customer Service Centre should there be delivery delays.
This service is only available for specified countries.
For further information on your specific country visit http://auspost.com.au/apps/international-post-guide.html
International – DHL
Full track and trace service on door to door delivery for international orders. Quick and easy option with the guarantee of delivery. Duties may be payable using this service.
Insurance
http://shop.brisbaneroar.com.au guarantees the delivery of all orders by DHL Express Courier. All orders are fully insured and http://shop.brisbaneroar.com.au will resend any order that is lost or damaged free of charge. If your parcel is not delivered to you within 20 business days you can contact us at customerservicesbr@velocitybrandmanagement.com to lodge an investigation.
Taxes and Duties
Every legal effort is made by http://shop.brisbaneroar.com.au to minimize the likelihood of local Taxes and Duties being imposed. However we cannot guarantee that taxes will not be levied and in the event of this happening they are the responsibility of the purchaser.
Freight Delivery Times
Please note that these are indicative figures only and are based on business days.
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Local Australia |
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Destination |
Courier |
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Residential addresses |
2 - 5 days |
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Rural addresses |
3 - 5 days |
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Interstate |
3 - 5 days |
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International |
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Zone |
DHL Express Courier |
Air Post |
Registered |
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New Zealand (Zone A) |
2 - 4 days |
5 - 8 days |
7 - 10 days |
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South Pacific (Zone B) |
2 - 5 days |
8 - 10 days |
10 - 12 days |
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East Asia & North America (Zone C) |
3 - 6 days |
10 - 12 days |
10 - 15 days |
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UK & Europe (Zone D) |
3 - 5 days |
12 - 18 days |
12 - 20 days |
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Rest of World (Zone E) |
3 - 5 days |
12 - 20 days |
15 - 20 days |
Returns and Exchanges
We are happy to exchange garments for different sizes or colours so long as you get the original products back to us in new condition within 28 days from date of receipt by you (not refund). When returning items please follow our Returns Process as outlined in the Returns section of this site.
We want you to be totally happy with any purchases from http://shop.brisbaneroar.com.au and will do whatever we can within our policy to ensure that you remain a satisfied customer of ours - and that's the spirit behind our store and our returns policy.
What is your returns policy?
http://shop.brisbaneroar.com.au is happy to accept the return of goods for a full refund within 14 days of receipt if a product is not of merchandisable quality i.e. faulty.
To return a product under this circumstance, you should carefully package it up; enclose a completed Exchange/Return Form with a copy of your receipt attached. Affix the correct postage, and send the return to:
Brisbane Roar Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Please see our Returns & Exchanges section for further details.
Please choose carefully, refunds are not provided for change of mind. We are happy to exchange a product within 14 days of purchase on presentation of a receipt and a completed Exchange/Return Form, however refunds under these circumstances will not be offered.
I have changed my mind. Will you let me exchange my purchase?
Yes. http://shop.brisbaneroar.com.au accepts the exchange of goods within 14 days of receipt as long as they remain unworn with tags attached. Unfortunately http://shop.brisbaneroar.com.au does not refund shipping and handling costs associated with these items. For more information, please see our Returns & Exchanges section.
Please choose carefully, refunds are not provided for change of mind. We are happy to exchange a product within 14 days of purchase on presentation of a receipt and a completed Exchange/Return Form, however refunds under these circumstances will not be offered.
Where do I send my return/exchange?
Brisbane Roar Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Please ensure a completed Exchange/Return Form is accompanied with your return parcel.
For more information, please see our Returns & Exchanges section section.
When will my credit card be refunded?
For refunds of faulty merchandise, please note that the refund will not show in your bank account until at least 3 days after the refund had been made by http://shop.brisbaneroar.com.au . If it is not there after this time, please check with your bank before contacting our Customer Service team.
What information do I need to send with my return?
Goods must be returned in original condition, unworn and with tags attached. Please ensure you have your supporting documentation as proof of purchase. Please ensure that you indicate clearly on the enclosed Exchange/Return Form your reason for return and your preferred remedy, ie whether you would like an exchange or refund (if the product is faulty) and if an exchange, the exact details of what you would like, including the name, size and colour as per the information for that item on our website.
For more information, please see our Returns & Exchanges section.
What is the cost of return shipping?
For supply error or faulty goods, we will arrange free replacement delivery for any goods either supplied in error or faulty upon delivery. For change of size or colour, unfortunately your shipping and handling charges on these returns are non-refundable and you will have to pay for your new selection to be sent. http://shop.brisbaneroar.com.au is not liable for the loss of garments being returned. To protect yourself you may want to use an insured service to return your goods, as these remain the property of the customer until an email confirmation is sent to acknowledge our receipt of the item or items.
What if I receive a faulty item?
http://shop.brisbaneroar.com.au will accept the return of goods delivered that are faulty within 14 days of receipt. Our quality control team inspect all deliveries from http://shop.brisbaneroar.com.au to ensure the goods you receive meet our exacting quality standards. However, if you do receive a faulty or damaged item/s please contact us at http://shop.brisbaneroar.com.au to arrange a free replacement delivery, or we will refund your purchase price if out of stock (postage and packaging for the replacement item will be at http://shop.brisbaneroar.com.au cost).
For more information, please see our Returns & Exchanges section.
Can I return or exchange my Internet purchase at a store?
At this point in time there are no physical stores in operation so unfortunately this is not possible. Other sports and department retailers are not linked with http://shop.brisbaneroar.com.au therefore you will only be able to contact our Customer Service team or fax us at +61 2 9438 3374 to speak to us about your order.
Credit Card Security
The Brisbane Roar Official Online Store is operated on behalf of the Brisbane Roar Football Club by: Velocity Brand Management Pty Ltd. As such, your credit cards will be charged by Velocity Brand Management on behalf of Brisbane Roar Football Club.
Velocity Brand Management Pty Ltd. via http://shop.brisbaneroar.com.au takes the utmost precautions to protect users information. When sensitive information is submitted via the web site, that information is encrypted and is protected by industry standard technology equivalent to that used by Banks for online banking transactions. Our secure web pages are being hosted by Velocity Brand Management who use a thawte SSL certificate to ensure secure transmission of your information. This web site is secured using a thawte Digital Certificate. This ensures that all information you send to us via the World Wide Web will be encrypted. If any other Internet user intercepts the communication he/she will only be able to see it in an encrypted (garbled) form. Certificate technology allows us to decrypt the information, and view it in plain text form. For more information on SSL digital certificates for web servers please click here.
If you have qustions about credit card security please contact the http://shop.brisbaneroar.com.au
The servers on which we collect and store personal information are kept in a secure environment. Under NO circumstances will any of your personal information be divulged to a 3rd party. For additional security your credit card is not charged until your order has been dispatched.
http://shop.brisbaneroar.com.au has significant systems and procedures designed to detect the fraudulent use of credit cards. Please do not be offended if we contact you requiring additional verification of your credit details as this is for your and our protection.
For your own security we may also request for some orders, for you to fax through a copy of your signature as verification of your credit card payment to go through. You will be notified via email if this is required.
Faxing Orders
If you do not wish to use the online shopping cart to order, you can print out a fax order form and fax it through to +61 2 9438 3374.
