Shipping and returns policy

Shipping and returns policy

Delivery

Order tracking:

When your order is shipped, you will receive an email from Australia Post containing a consignment number/track ID. Simply enter this on their respective websites to track the delivery of your parcel.

Signing for deliveries:

Deliveries must be signed for, however you may nominate to have the parcel left without a signature (e.g. on your porch). If you’re not home when it arrives, a notice will be left at your address notifying you of alternate delivery or pick-up arrangements.

Postage & handling charges:

Robinson’s Department Store postage & handling charges are depending on the item, the size and weight. This is calculated upon checkout. We do offer in-store pick up. This means you can nominate to have your item paid online, but you can come into the store and pickup your order.

Changing shipping address:

Our amazing team aims to process and pack your order as fast as possible. This means your shipping address can only be changed if your order has not left the store. To change your shipping address, contact our Customer Service team as soon as possible on +61 2 6959 2068.

International shipping:

Where ever Australia Post can provide delivery services to determines the countries internationally we can send too. Shipping to military addresses and PO boxes is also possible.

Currency:

All orders, shipping costs inclusive, are in AUD.

Tax:

All orders include GST

Returns

We have 3 rules of returns, item(s) must be returned:

  1. Within 60 days of purchase;
  2. Unworn and unused with the original tags still attached; and
  3. In the original packaging which must be in the original condition.

If your item matches all of these condition, you can return item(s) here.

And here’s the fine print:

Items sealed for hygiene reasons can only be returned if the seal is intact. So make sure you love your purchase before you tear into it! Some examples of items which are packaged with this seal are; earrings, swimwear, underwear, hair accessories etc.

You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.

If you are returning shoes:

Please place them in the original branded shoebox they came in (i.e. “Spurr” shoes in the “Spurr” box), and place this inside Robinson’s Department Store Narrandera shipping box. If you are missing the Robinson’s Department Store Narrandera shipping box, you can use a similar sized box or a plastic shipping satchel.

The branded box is just as important as the shoes themselves, so please do not alter it in any way – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being rejected.

We are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you do wear socks and test them out on carpet, just in case!

We reserve the right to refuse a return if the policy has not been adhered to.

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 more information on how to return items, see our Return Policy.

How do I return my purchase?

We provide free returns for all our customers. How you return your item depends on where you live. See the two different sections below for information about Australian and New Zealand returns.

Returns from Australia

Returns are easy – just print off a prepaid label and drop your parcel off at any Australia Post office! Follow the steps below:

  1. Complete the Robinson’s Department Store Narrandera returns form.
    • Log into your account by clicking My Account and select the order you’d like to return.
    • Click “Return” at the bottom right of the order information (a black button just under the total amount paid) to take you to the returns form.
  2. Print the shipping label and attach it to your return parcel
    • Once you’ve completed the form, you’ll receive an email from us that recaps the details of your return, gives you a link to track the parcel with, and has a shipping label attached as a pdf. Print this label off and attach it to your return parcel. Please remember to peel off the yellow “Express Post” sticker that came on the original parcel.
  3. Drop off your return at any Australia Post office so we can safely track your return parcel’s journey back to us.

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 request 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.

Returns from overseas

To make a return, please call us on +61 2 6959 2068 on weekdays from 8:30am to 5:30pm AEST so our Customer Service team can organise your return request.

Exchanges

Australian customers: To exchange your item for a different size, log in to your account and complete our online returns form. If you do not have an account, you can create one here. If available, your new item will be on hold for 14 days. After that, it will automatically be taken off hold so be sure to send your return back to us as soon as possible to avoid missing out.

Refunds

Here’s how we refund – if you paid via:

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

Refund Process Time.

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 request 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.

If you have changed your mind.

If you would like a different colour or a completely different item, return your original item for a refund and simply make a new order for your desired item.

If your item is faulty.

We aim to provice our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our Customer Service team, so they can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.

If you received an item you didn’t order.

If you have received an item different to the one you ordered, please contact our Customer Service team who will work with you to resolve the problem as quickly as possible.

Are there any products which are exempt from 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. To view the RFE Australia return policy, click HERE