SHIPPING & RETURNS
PICK UP SERVICE:
Fenton Industries offers a pickup service for customers who live locally to the Fenton Warehouse. Once the order is ready to be collected you will receive an "Order Complete" email with our address for collection. Please note you must email back to arrange a time.
Pick up times at the warehouse vary. Please refer to the email you receive in regards to your pick up order. Pick up orders MUST be collected within 3 business days. If you do not collect your order within this time frame, Fenton will contact you in regards to organising postage costs at the buyer's expense.
PLEASE NOTE: If you wish to change your order to pick up after shipping has been paid for, Fenton reserves the right to not offer a refund for shipping cost. Fenton will issue a free shipping code for the customer to use the next time they purchase items from Fenton.
POSTAL SERVICE:
We ship all orders via AUSTRALIA POST as a flat rate for all orders. All orders are posted via EXPRESS post within 2-3 business days of order received.
If your parcel is not collected in time and it is "returned to sender" to us, you will have to cover the cost of return to send fee ($9.50) + the cost of shipping back to yourself. If you would prefer a refund, you will be refunded the cost of the order less the return to sender fee.
Fenton is not responsible for any orders that might be damaged, lost or not delivered once the order has been lodged with Australia Post. All orders will receive a shipping confirmation email with tracking details as proof of delivery from our warehouse.
PRIORITY ORDERS:
Fenton offer priority orders. If you need an order shipped out ASAP please contact us at orders@fentonindustries.com.au . There is a $15 priority order fee.
If you would like to know postage times click here.
RETURN AND REFUNDS
CHANGE OF MIND:
WRONG FIT OR CHANGE OF MIND:
At Fenton we are more than happy to refund, exchange or credit garments due to incorrect fit or change of mind provided that the item is NOT a custom order and is returned:
• in original condition
• unwashed
• unworn &
• all labels & tags still attached.
We will NOT give a refund, credit or exchange on any custom products/orders as we can no longer resell them.
Non customised goods purchased online at www.fentonindustries.com.au must be returned within 30 days of receiving your purchase for a refund, exchange or store credit. Returns received outside of our return period will not be accepted. Please keep in mind postage times when sending your items back and ensure the garments arrive at Fenton within the return time period.
Fenton cannot be held liable for returns lost by the postal service. We recommend sending the returns using registered or tracked post. We do not offer free returns/exchanges & it is the customer’s responsibility to cover the cost of postage to & from our office for all exchanges.
ONLINE RETURNS/EXCHANGES MUST INCLUDE:
• Pre-paid & self-addressed trackable postage bag for your exchange to be sent out (only needed if we are issuing an exchange)
• Note with full name, order number & address
• Name & size of the design you are wishing to exchange for &
• The product in question ensuring it is in original condition, unwashed, unworn & all labels & tags still attached.
Please note: For domestic orders Fenton only accepts returns with an Australia Post satchel inside. Unfortunately Fenton cannot cater for Toll Priority Express Service satchel collections.
IN STORE RETURNS/EXCHANGES MUST INCLUDE:
• Proof of purchase
• The product in question ensuring it is in original condition, unwashed, unworn & all labels & tags still attached.
If you are returning items in-store that you bought online please note there is a one business day turn around for items to be refunded/ credited to your account. Unfortunately these refunds cannot be processed straight away in-store. As they were placed online they MUST be refunded through Fenton's online system via the staff located at our dispatch warehouse.
All returned items that do not comply with our returns/exchanges policy may automatically be returned to the customer. Please keep in mind some of Fenton's products are limited edition & exchanges are subject to availability. If the item you are wishing to exchange for is not in stock a store credit will be issued.
All refunds are issued in the same payment method used for the initial purchase only. If you purchased the item with a gift card, you will be refunded back onto the gift card. Please note: if a rewards discount code is used, this will void the rewards discount code. Rewards discount codes will not be re-issued.
Returns/exchanges are processed within 5 days of receiving your items. If your return/exchange is urgent please email hello@fentonindustries.com.au
Please send your items to the following address:
P.O. Box 196
TOOGOOLAWAH QLD 4313
Fenton does not offer returns, exchanges or credits on Sale items, Mystery Box items or Pre-order items unless the product is deemed faulty by Fenton. All sale, mystery box and pre-order purchases are final.
Fenton reserves the right to refuse any stock for a refund/ store credit/ exchange if they do not deem the item to be fit for return.
If you have any enquiries regarding our returns/exchanges policy, please contact us at hello@fentonindustries.com.au