FREQUENTLY ASKED QUESTIONS
FOR MENSWEAR ONLINE STORE
MENSWEAR ONLINE ORDERS
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How do I know when my order has been received?
Once your order has been placed with our online store you will receive a confirmation email of your order and order number
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How do I know when my order has been shipped?
Once your order has been shipped you will receive a confirmation email with your tracking number.
RETURNS - MENSWEAR ONLINE STORE
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What is your Menswear Online Store Returns Policy?
All products you wish to return must be returned within 30 days of receiving the goods. For more information please read the Returns section in the Terms & Conditions.
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Can I return or exchange my online purchase at a store?
Unfortunately, you cannot return or exchange merchandise purchased online at any stores. Detailed instructions for Returns and Exchanges can be found in the Returns section of the Terms & Conditions.
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How do I make a return or exchange?
Please call 1800 337 731 to arrange a Returns and Exchange Form to be sent to you.
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Do I have to pay for shipping and handling when I return an exchange?
Yes, you will need to pay for the shipping and handling when returning your exchange garment unless the item is faulty.
Please contact 1800 337 731 to request your Returns and Exchange Form – if we deem that your item is faulty for your convenience we will send you a prepaid returns postage label.
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Do I have to pay for shipping and handling on replacement goods?
Yes, you will need to pay for shipping and handling on replacement goods unless the item is faulty.
Please contact 1800 337 731 to request your Returns and Exchange Form – if we deem that your item is faulty we will then omit all shipping and handling charges on your replacement item/s.
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Can I order exchange items over the phone?
Unfortunately, we are unable to order exchange items over the phone. We must receive your exchange goods along with your completed and signed Returns and Exchange Form before we can process your replacement order.
SHIPPING
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How can I track my order?
All packages are dispatched with a tracking number attached. View the shipping section in the Terms & Conditions for more information.
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My order has been shipped but I still cannot track it. How can I find out where it is?
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you’re still unable to track your order, please call 1800 337 731
TERMS & CONDITIONS
FERRARI EAST PTY LTD
Ferrari Formal Online Shopping Terms & Conditions
RETURNS POLICY
Our guarantee
Ferrari Formal prides itself on creating satisfaction among its customers. We endeavour to make sure that the garment you receive is a garment that you love.
Therefore if you wish to change your garment for a different size, colour, or style, we are more than happy to exchange it for you.
1. Returning goods
• All products that you wish to return must be returned within 30 days of receiving the goods.• Should the product be deemed faulty, Ferrari Formal will provide free postage & handling for the return of your garment/s. Simply call 1800 33 77 31 and request a return postage label.
• If your product is deemed faulty you will receive a return postage label along with a return and exchange form. Once you have received your return postage label please package garments and return with the completed ‘return and exchange’ form and a copy of your invoice.
• You will be asked to provide your name and order reference number.
• All garments must be returned in the original condition and with all labels and tags attached to be eligible for an exchange.
• Goods purchased online cannot be returned to any of our stores.
• You cannot order exchange items over the phone. We must receive your completed ‘returns and exchange’ form before we can process your new order.
2. Receiving exchanged goods
We will ship exchanged garments as soon as your return has been received and processed. Exchanged garments will incur shipping and handling charges unless your item is deemed faulty.
Shipping and handling of your exchange items will be charged to the credit card number provided on the ‘return and exchange’ form.
No action will be taken until payment is made therefore if a credit card number is not provided garments cannot be shipped.
Please note:
• Goods can be exchanged for a product of lesser value however the difference is not redeemable.
• Ferrari Formal reserves the right to assess the condition and age of all goods returned. This may result in the goods NOT being accepted for return, refund, credit, or exchange.
3. Faulty Items
All garments must be returned in the original condition and with all labels and tags attached to be deemed faulty.
If your garment is faulty and you wish to replace the garment or receive a refund for your item, please follow the same steps as above.
Our quality and workmanship covering materials and tailoring is guaranteed for 6 months from purchase.
Replacement garments will NOT incur shipping and handling changes.
Please note:
• Ferrari Formal will only issue refunds on Faulty garments.
• Ferrari Formal reserves the right to assess the condition and age of all goods returned. This may result in the goods NOT being accepted for return, refund, credit, or exchange.
SIZE CHART
Size charts are available as a PDF. Click here to view and print size chart.
COLOURS
Please note that colours may vary slightly from those displayed by your computer screen.
GIFT CARD CONDITIONS
1. Gift Cards can only be redeemed online.
2. Cards can be redeemed for merchandise only and not for cash.
3. Lost, stolen or destroyed cards will not be refunded in cash or replaced.
4. Gift cards are valid for three years (36 months) from date of issue.
5. Under redemption, money will be forfeited.
6. Gift cards are in $AUD only.
DELIVERIES / SHIPPING WITHIN AUSTRALIA
All orders are shipped via Star Track and will be assigned a tracking number. You will be sent your tracking number via email once your items have been dispatched.
If you do not receive your tracking number within 48 hours please contact customer service on 1800 337 731.
Delivery - please allow up to 10 business days.
Ferrari East cannot take responsibility for items not delivered on time once collected by Star Track.
Please contact customer service on 1800 337 731, if you require your delivery urgently.
INTERNATIONAL DELIVERIES
International deliveries not available. Shipping within Australia only.
LATE DELIVERIES
If you have not received your order after 7 business days or by the next business days for express post orders please contact 1800 33 77 31 and we will to ascertain what has caused the delay.
GST / TAXES
A charge of 10% GST is included in the retail price shown.
You are dealing with:
Ferrari East Pty Ltd
20 Longstaff Rod, Bayswater VIC 3153, Australia
Tel +61 3 9721 0999.
At Ferrari Formal we respect the privacy of your personal information in our care. This commitment is set out here in our Privacy Policy which describes how we deal with personal information.
This Privacy Policy relates to personal information we collect and handle about Ferrari Formal customers and visitors to our website, social media and other digital services.
Ferrari Formal is bound by the National Privacy Principles (Principles) contained in the Privacy Act 1988. The Principles are designed to protect the confidentiality of information and the privacy of individuals by regulating the way personal information is managed.
Why does Ferrari Formal collect personal information?
Ferrari Formal collects certain personal information in order to understand and meet the needs of customers and provide the products and services they require.
What types of personal information does Ferrari Formal collect?
At times we are required to collect personal information in the normal course of providing services for our customers.
To allow us to process an order, we need to collect your name, mailing address, phone number, email address, credit card number and expiry date. Once your order is completed, we may hold your order details, only to verify any queries that may result from the order.
These customer services include:
Processing lay-by purchases, accepting customer orders, processing online purchases and payments, registering an online account, customer service lines (including social media channels such as Facebook and twitter), processing credit card payments, processing cheque payments, providing tailoring instructions, ordering dry cleaning / repairs, arranging product holds & lay by’s, receiving prize application forms, accepting gift voucher payments, recording customer accident details, processing cash refunds and maintaining detailed information on our websites
Also, we make use of “cookies” on our websites. A cookie is a small software message sent to your web browser by our web server. Your browser stores the message in a file and the message is then sent back to our servers each time your browser requests a page from our servers.
We use cookies to gain statistics on which areas of our sites attract traffic. We also use cookies to improve your experience of our website. For example, cookies allow us to recognise whether or not you are returning to our websites. This may allow us to alert you to products or offers which we think you might be interested in viewing. When you click on links and banners on our sites that take you to third-party websites, you will be subject to that third-party's privacy policies.
While we support the protection of privacy on the internet, we cannot be held responsible for the actions of any third-party websites. We collect information on website activity, such as the number of users who have visited, the number of pages viewed, navigation patterns, what systems users have and the date and time of visits. This information is collected for statistical purposes only and cannot be used to identify you.
We hold personal information electronically and in hard copy form, both at our own premises and with the assistance of our service providers. We implement a range of measures to protect the security of that personal information. We also take measures in respect of destroying or de-identifying personal information that is no longer needed for any lawful purpose.
Employee exemption: Ferrari Formal are not bound by the Australian Privacy Principles in relation to handling of their own current or former employees' records, if those records relate directly to the employment relationship.
How does Ferrari Formal use and disclose personal information?
In general, Ferrari Formal may use or disclose personal information for the following purposes: To provide products and services to customers, to communicate with contractors and suppliers, to provide administration for employees within the Ferrari East Pty Ltd Group, to provide ongoing information about our products and services to people that we believe may be interested, to help manage and enhance our products and services, including by surveying customers on their future needs, to consider applications for employment and to comply with legal obligations.
We also use your personal information to promote and market products and services to you, including through electronic methods such as email and SMS. This is to keep you informed of products, services and special offers and may continue after you cease to acquire services from us.
If you do not wish us to contact you to promote and market products, services and special offers (whether it be through electronic methods or otherwise), or if you have subscribed to any of our newsletters or subscriptions and no longer wish to receive such communications, please contact as shown below.
Depending on the product or service or issue concerned, we may disclose personal information to: Service providers and specialist advisers who have been contracted to provide administrative, financial, research or other services, insurers, credit providers, courts, tribunals and regulatory authorities (including the Australian Tax Office) as required or authorised by law, credit reporting or reference agencies or insurance investigators or anyone authorised by an individual, as specified by that individual or the contract.
We may give personal information about you to a credit reporting agency, whether before, during or after the provision of credit to you, for the following purposes:
To obtain a consumer credit report about you; and/or to allow the credit reporting agency to create or maintain a credit information file containing information about you.
However, the information that we are permitted to give to a credit reporting agency is limited to: Your name, sex, date of birth, current and previous two addresses, the name of your employer, your driver's licence number, the fact that you have applied for credit and the amount, the fact that Ferrari Formal is a current credit provider to you, information that, in our opinion, suggests you have committed a serious credit infringement (that is, that you have acted fraudulently or shown an intention not to comply with your credit obligations); and the fact that a cheque drawn by you has been dishonoured more than once.
Does Ferrari Formal collect sensitive information?
We will obtain your consent prior to collecting, using or disclosing your sensitive information, unless the collection of the information is required by law. Sensitive information is information or an opinion about an individual's racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record or health information.
Management of personal information
Ferrari Formal has implemented appropriate technological and organisational measures to assist us in ensuring that the personal information we hold about you is accurate and up-to-date. We realise however that your personal information may change frequently with changes of address and personal circumstance. Please contact us promptly at the address set out below to inform us of any changes to your personal information. Similarly, if you have subscribed to any of our newsletters or subscriptions, or are receiving promotional communications, and no longer wish to receive such communications, you may opt out of receiving them at any time.
We expect our employees and contractors who handle personal information to comply with the Privacy Act and will take appropriate action in response to breaches of the obligations imposed by the Principles. Although we seek to engage external service providers who also comply with these requirements, we do not accept responsibility for the misuse of personal information by these third parties.
Accessing your personal information
Under the Principles, you usually have the right to obtain a copy of any personal information which Ferrari Formal holds about you and to advise us of any perceived inaccuracy. We will consider any recommendation by you to change or correct information and advise you of the action taken.
You may request to access your personal information by contacting us at the number or address set out below.
Depending upon the personal information you seek, you may be asked: To verify your identity in writing; and/or, if the inquiry involves extensive administration time or resources, to pay a fee. If this is the case, we will advise the likely cost in advance and can help refine your request if required.
Please note that in circumstances prescribed by the Privacy Act, you may be refused access to your personal information (for example, if providing access would be unlawful or would have an unreasonable impact upon the privacy of other individuals).
Complaints about an interference with privacy
If you consider that any action taken by Ferrari Formal breaches this Privacy Policy or the Principles, you can make a complaint by contacting us at the address set out below. We will endeavour to act promptly in response to a complaint.
How to contact us
If you wish to access or correct any personal information we hold about you or have any feedback or concerns about privacy, please contact us as set out below. Where you seek a response from us, we will let you know who will be handling your matter and when you can expect a full response. In the case of access and correction requests, please provide as much detail as you can about the particular information you seek in order to help us retrieve it. Under the Privacy Act and other relevant laws, we are required to provide our reasons if we refuse your request. Where we decide not to make a requested correction and you disagree, you may ask us to make a note of your requested correction with the information.
Queries regarding privacy should be directed to the ‘Ferrari East Pty Ltd Privacy Officer’:
Email: privacy@ferrarieast.com.au
Phone: 03 9721 0999
Post: 20 Longstaff Road, Bayswater, Victoria, 3153.
More Information About Privacy
For more information about privacy issues in Australia and protecting your privacy, visit the Australian Federal Privacy Commissioner's website.
Last updated: 2nd March 2018
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