FAQ

Top Nine FAQ’s

1. What is The Robinson’s Department Stores return policy?
Find our Return Policy here.

2. How do I return an item?
Call our Customer Service number on +61 (02) 6959 2068 on weekdays from 9am to 6pm AEST.

3. How do I exchange an item?

Exchange for a different size

To exchange your item for another size, call us during our office hours and we'll gladly assist you. Your exchange item will be on hold for 14 days, after which it will automatically be taken off hold. Please ensure you post your return back to us well before then to avoid missing out. Once received, we will process your return within 1-3 business days.

Exchange for a different colour or item

We can only exchange items for a different size. If you would like a different colour or different item, return your item and make a new order for the item you need. To return your existing item, log in and complete our online returns form here.

4. Have you received my return?
Returns take 2-5 business days to reach us. Once received, it will be processed within 1-3 business days.

To follow up on your return, please call us on +61 2 6959 2068.

Tip! For us to safely track your return parcel’s journey back to us, please drop your return off at any Australia Post office.

5.When will I receive my receive my refund or store credit?
We’ll email you updates throughout the returns process but just in case, here’s how it works.

Returns take 2-5 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.

6. How can I track my order?
Tip! To make sure we can safely track your return parcel’s journey back to us, please drop your return off at any Australia Post office.

Check your order status by calling us +61 2 6959 2068.

Once your order is shipped, you will receive an email containing a tracking ID number and link to the carrier’s website. Click on the link to follow your order’s journey.

7. How long does delivery take?

Within Australia:
Delivery will take approximately 3-5 working days.

International:
Delivery will take approximately 5-7 working days.

8. Has my order been successful?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in. to your account to check your order summary. If you do not have an account yet, you can create one here.

For further assistance, contact our Customer Service team on +61 2 6959 2068

9. Do you have gift cards?
Yes we do...please call us on +61 2 6959 2068

General

1.0 Returns & Exchanges
We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer See below for popular questions about our returns process and policy.

1.1 How do I return my purchase?
See our Returns Policy to find out how to return your purchase. Please note that some items may be final sale and are non-returnable, we will always let you know if this is the case.

1.2 How long do I have to return my purchase?
You have 60 days from your original purchase date to return your item(s) back to us.

1.3 How long does it take for me to receive a refund?
We’ll email you updates throughout the returns process but just in case, here’s how it works.

Returns take 2-5 business days to reach our store. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.

1.4 How will I be refunded?
You will be refunded the same way you paid. If you paid via:

Credit card or PayPal: Your refund will be credited into the same account your payment came from.

1.5 What if I have changed my mind about an item?
Send your item back to us for a refund less postage return charges. Items must be in their original condition. Please note that some items may be final sale and are non-returnable, we will always let you know if this is the case.

For more information, see our Returns Policy.

1.6 Do you exchange if I need a different size?
Yes, you can exchange for a different size of the same item. To make an exchange, log in to your account here and follow the steps online. Your exchange item will be on hold for 14 days, after which it will automatically be taken off hold. Please ensure you post your return back to us well before then to avoid missing out. Once received, we will process your return within 1-3 business days.

1.7 What if my item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us here.

1.8 What if the item I received is not what I ordered?
If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible. Contact us on +61 2 6959 2068.

1.9 What if I don’t have the original shipping packaging?
If you are missing your Robinson’s shipping box or satchel, use a similar sized cardboard box or plastic shipping satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition. When returning shoes, send them back just like how you received them – in the original branded shoebox (i.e. Spurr shoes back in Spurr shoebox) and place this inside the shipping box.

1.10 What if I don’t have the branded shoebox my shoes came in anymore?
The branded shoebox is just as important as the shoes themselves. We can only accept shoes back if they are sent in their original packaging.

1.11 Can I return sale items?
Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns. For information on how to return items, see our Return Policy.

1.12 Are there any items excluded from the Robinson’s Department Store Narrandera return policy?“]
Yes – RFE Australia products follow the RFE Australia return policy. Products from RFE Australia will be clearly indicated on the individual product page. View the RFE Australia return policy click here.

Some sale items may be excluded from Robinson’s Department Store Narrandera return policy. We will always let you know when this is the case.
For more information on how to return items, see our Return Policy.

2.0 Brands & Stock

2.1 Do you have a sizing chart?
Yes, visit our size guide here.

2.2 Do you cater for larger sizes?
Our sizes range from 4 to 26 in women’s clothing and XXS to XXL in men’s clothing. Our women’s Curvy range is dedicated to fashion in sizes 14 to 26.

2.3 The item I want is out of stock. What now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion so our products are only available while stocks last.

If something you like is out of stock, contact our Style Team, as they would love to help you find alternative options.

2.4 Do you place items on back order?
No, items are not placed on back order. We try to avoid advertising products that are out of stock. If your desired item has sold out, you will be contacted by our Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.

2.5 Can I place an item on hold for purchase at a later date?
Items must be ordered and paid for immediately and are available while stocks last.

2.6 There was a problem with my order and my desired item is now out of stock.
Please allow 10 minutes for this item to reappear in stock and then try again. If it still appears out of stock, please contact our Customer Service team who will help to resolve this as soon as possible. Contact us here.

2.7 How do I know if you carry a certain brand?
View all the brands that we stock on our Brands page.

Alternatively type the brand name into our search toolbar to view the available items from that brand.

2.8 When can I expect new products to be listed on your website?
We are constantly updating our product range as new fashion lines are released and as we stock new brands. Sign up to our email list and you'll never miss a new arrival ever again

2.9 Do you offer a warranty on your products?
All products come with a one-year warranty. Please keep your order confirmation email and tax invoice for warranty claims.

2.10 How can I provide feedback about a product?
We love to hear from our customers. Send us feedback via our Contact page.

2.11 Is there somewhere I can go to view the product before purchasing?
Yes, you can come to our store and see, touch, feel and try our complete range for yourself. Our location is here.

3.0 Technical

3.1 I need personal assistance with my order. Who can I contact?
Our Customer Service team is happy to assist you! Call us on +61 2 6959 2068.

3.2 I’m having problems ordering through your website. What can I do?
Our website is best supported by Google Chrome or Apple Safari. Please check that your browser is up to date. If you are still experiencing difficulties, contact our Customer Service team on +61 2 6959 2068.

3.5 How do I unsubscribe from your newsletter?
Open any newsletter sent to you by Robinson’s Department Store.
Scroll to the bottom of the newsletter and click ‘Unsubscribe’.

Remember, our newsletter is the best way to find out about new arrivals, the latest sales and exclusive offers.

3.6 Where can I get help if I need it?
We strive to give you the best online shopping experience and customer support. Email - kathy@robinsonsdepartmentstore.com.au or call us on +61 2 6959 2068.

We’re available:

Weekdays 9am to 5:30pm AEST
Saturday 9am to 12:30pm AEST

3.7 What are cookies? Do I need to enable cookies in my browser?
Cookies are small amounts of data sent from a website to your browser and are stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.

Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information. You can log out by clicking the ‘logout’ link in the top right hand corner of the website.

For more information about how we use cookies, please see our Privacy Policy.

4.0 Payment

4.1 What payment types do you accept?
Robinson’s Department Store offers a number of payment methods:

Credit Cards: Visa (including Visa Electron), MasterCard, American Express;
Paypal;

4.2 Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. Robinson’s Department Store payment system has a 128-bit SSL security encryption certification awarded by Paypal.

You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

4.3 My credit card details are not being accepted. What’s wrong?
Please check that:

There are no spaces in your credit card number;
Your billing address is the same as the address on your credit card; and
Your name appears exactly the same as on the card.

If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact our Customer Service team on +61 2 6959 2068.

4.4 My computer froze while processing payment. How will I know that my payment went through successfully?“]
All successful transactions receive a confirmation email (kathy@robinsonsdepartmentstore.com.au) within an hour of purchase. If you have not received a confirmation email, please try placing your order again. Alternatively, contact Customer Service during opening hours, on +61 2 6959 2068.

We’re available:
Weekdays 9am to 5:30pm AEST
Saturday 9am to 12:30pm AEST

4.5 Pricing

4.5.1 Are your prices in Australian Dollars (AUD)?
Yes, all pricing is in Australian Dollars.

4.5.2 Do you match prices if I see an item on sale elsewhere?
Unfortunately we do not price match but we strive to have competitive prices.

4.5.3 Do your prices include GST and other taxes?
Our policy is we include GST with all of our prices shown on our site.

“4.6 Store Credit & Vouchers

4.6.1 What is store credit and how do I get it?
When returning an item, you can request for a store credit, which is reissued as a voucher code via email. Store credit can be used on future purchases on Robinson’s Department Store Narrandera website.

Please note that store credit is only sent once returned items have been processed by our Quality Control team, who will confirm that the item is in its original unworn and unused condition or confirm of any proposed fault in items.

4.6.2 How do I use my voucher?
Redeem your voucher code in the specified field in your Shopping Bag or Payment page during checkout. Your discount will automatically be applied.

4.6.3 I am having difficulty using my voucher/coupon code.?
Please check that your purchase meets the Terms & Conditions listed on your voucher. This may apply to the:

Minimum spend amount;
Expiry date; and
Whether the voucher applies to sale items.

Voucher codes are case sensitive so please enter the exact code in the fields provided and click ‘Redeem’. You can redeem your voucher code in your Shopping Bag or on the Payment page during checkout.

If you are still having troubles, contact our Customer Service team here.

4.7 PayPal

4.7.1 What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
View more information about PayPal here.

4.7.1 What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
View more information about PayPal here.

4.7.2 How do I sign up for PayPal?
Create a PayPal account here.

4.7.3 Who do I contact if I have a problem with my PayPal account?
When placing an order, payment will be deducted from your PayPal account immediately.

4.8 Privacy & Security

4.8.1 How do I know it is safe to shop with you?
We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Policy.

4.8.2 Do you keep my credit card details?
No, we do not store your credit card details.

4.8.3 Will my information be sold to third parties?
Your information will not be sold or passed on to third parties. Your privacy is important to us. Learn more about how we protect your privacy here.

4.8.4 How can I learn more about Robinson’s Department Store Narrandera?
Robinson’s Department Store Narrandera is the latest destination for fashion and footwear for men, women and kids. We strive to give you the best online shopping experience by offering a large range of products, fast shipping and a dedicated Customer Service team that is always happy to assist you. Learn more about how we do things here.

For assistance, contact our Customer Service team on +61 2 6959 2068.

For press or business enquiries, contact on +61 2 6959 2068.

4.8.5 What kind of selection do you have?
Robinson’s Department Store Narrandera is proud to stock a wide range of fashion from Australian and international brands for men, women and kids. From pants and shorts to T-shirts and dresses, to the latest in shoes, accessories, school uniforms, work wear and sportswear.

Our sizes range from 4 to 26 in women’s clothing and XXS to XXL in men’s clothing.

For assistance, contact our Customer Service team on +61 2 6959 2068.

For press or business enquiries, contact on +61 2 6959 2068.

4.8.6 Are all your brands Australian?
We offer a wide variety of both Australian and international brands to give our customers limitless options.

4.8.7 What is your ABN?
Our ABN is 77 860 863 522

5.0 Shipping & Delivery

5.1 Can I pick my order up at one of your stores?
Yes and all you need to do is choose from the option ‘pick up in store’ from the ‘shipping’ drop down menu, while at the ‘check out’ section of the site.

5.2 How can I track my order?

Once your order is shipped, you will receive an email containing a tracking ID number and link to the carrier’s website. Click on the link to follow your order’s journey.

We’re available:
Weekdays 9am to 5:30pm AEST Saturday 9am to 12:30pm AEST

5.3 Will I have to sign for my delivery?
Deliveries must be signed for upon arrival. However, you may choose to have the parcel left unattended at your shipping address or sent to your local post office for you to collect later. Depending on the delivery company, you may receive a note advising how to arrange re-delivery.

5.4 What if I am not home when my order arrives?
It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office.

Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our store.

5.5 What is the postage & handling charge on orders?
This will depend on the size and weight of your item(s). This is calculated during checkout.  But as of 1/1/2016.  We are offering free postage.

5.6 How do I change my shipping address after my order has been placed?
We process and pack your order as fast as possible. Your shipping address can only be changed as long as your order has not been shipped. To change your shipping address, contact us via phone 61 2 6959 2068

We’re available:
Weekdays 9am to 5:30pm AEST Saturday 9am to 12:30pm AEST

5.7 My items haven’t arrived yet. What can I do?
Orders may arrive at different times depending on where you are and from where your order is being shipped. Please allow up to five business days for your order to arrive.

When your order is shipped, you will receive an email containing a tracking ID number and link to the carrier’s website. Click on the link to follow your order’s journey there.

We’re available:
Weekdays 8am to 5:30pm AEST
Saturday 9am to 12:30pm AEST

5.8 Do you ship internationally?
We ship to most international countries.  Further fees, charges and higher handling fees may apply.

5.9 Do you ship to PO Boxes or Military addresses?
Yes!

6.0 Currency

All orders including shipping costs are in Australian dollars (AUD).

7.0 Tax

All priced listed on our site included all related taxes.

8.0 Customer Service

All priced listed on our site included all related taxes.Need assistance? We’re right here! Whether you have a product enquiry, need styling advice or a follow up on your order or simply want to give us feedback, we’d love to hear from you! Contact our Customer Service - kathy@robinsonsdepartmentstore.com.au or on +61 2 6959 2068.

We’re available:
Weekdays 9am to 5:30pm AEST
Saturday 9am to 12:30pm AEST

9.0 Order Status

9.1 What is the status of my order?

Once your order is shipped, you will receive an email containing a tracking ID number and link to the carrier’s website. Click on the link to follow your order’s journey there.

For assistance with your order, contact our Customer Service team kathy@robinsonsdepartmentstore.com.au or on +61 2 6959 2068.

We’re available:
Weekdays 9am to 5:30pm
Saturday 9am to 12:30pm

9.2 How do I change my order?
Our team at the warehouse processes and packs your order as fast as possible. Orders can only be changed if they have not been shipped. If this is the case, you can receive a store credit or refund to use on your new purchase. To make changes to your order, contact us via live chat at the bottom right of our website during opening hours. Alternatively, contact our Customer Service team kathy@robinsonsdepartmentstore.com.au or on +61 2 6959 2068.

We’re available:
Weekdays 9am to 5:30pm

Saturday 9am to 12:30pm