Help Menu:
Shipping Information
-packaging
-shipping
-time frame
Pricing
Returns and Exchange Policy
Security
Privacy Policy
Frequently Asked Questions
SHIPPING
INFORMATION
Packaging:
We ship your items in boxes that are designed to protect ceramics and stoneware
through shipping. For this reason, we recommend you keep the original packaging
at least 14 days after receiving your item/s (see return and exchange policy)
Shipping:
Shipping is done via StarTrack Australia Wide all charges inclusive. Australia
Post is also used when more appropriate. Please note StarTrack does not deliver to P.O. Boxes.
Time Frame:
Unless readily available in store, expect 2-3 weeks for your items to arrive
following payment. Each item is individually hand-made to order.
In the case your order takes more than 3 weeks to process, we will contact you
with the reason why, with the possibility of a refund if you are unsatisfied.
A notification e-mail will be sent as soon as the item leaves
the factory, following fabrication (2-3 weeks as mentioned
above). From then, the expected time-frames are:
VIC Metro: 1 working day
VIC Country: 1-2 working days
NSW: 1-4 working days
QLD: 2-7 working days
SA: 1-3 working days
WA: 4-9 working days
NT: 6-9 working days
ACT: 2 working days
TAS: 4-11 working days (conditions apply for TAS)
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PRICING
All our prices are in Australian Dollars (AU$) and include 10% GST.
Shipping charges are inclusive
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In the unlikely event that you are not satisfied with any goods
purchased at www.robertgordonshop.com.au please call our Head Office on 03 59
41 31 44 within 14-days of accepting delivery to arrange their return. The goods
should be returned to the following address:
Robert Gordon Australia
114 Mulcahy Rd,
Pakenham
VIC 3810
Please include a note with details of your name, contact details, order number
and the reason for the exchange.
The goods must be returned to us unused, and wherever possible, in the original
packaging. We recommend that you retain all the original packaging until you
are sure that you intend to keep the goods. If the original packaging is not
available, you should use packaging that would provide a similar level of protection
as returned items must be received in the original condition.
The cost of returning the item will only be refunded if the item is faulty,
or if it differs from the advertised product. We are unable to accept responsibility
for any parcels returned to us until they are safely received at our warehouse.
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We use the highest standard of 128-bit SSL and SMIME encryption
for all sensitive information including credit card numbers, so that it is impossible
for other parties, such as hackers, to read the information exchanged between
Robert Gordon Australia and yourself. SSL or Secure Sockets Layer is a cryptoghraphic
protocol trusted by thousands of websites across the internet for secure communication
on the internet.
Our encryption cyphers are from Thawte (http://www.thawte.com)
and we have an account with Direct One Australia (http://www.directone.com.au)
for credit card transactions.
Your orders are encrypted and only read through our local servers.
We do not view or store credit card information, processing is done via Direct
One Australia's gateway; your order will only display the first 6 and last 3
digits of your credit card.
We ask for CCV number during our billing process for added fraud protection.
(Online credit card facility available late January)
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All sensitive information about yourself is encrypted on the website so it can only be read by Robert Gordon Australia and yourself, SSL (Secure Sockets Layer technology) makes it impossible for other parties to access.
Your privacy is important to us, your personal information will remain private and protected by our servers. We are commited to never share this information with external parties.
We only store information that helps us getting your order through
such as e-mail addresses, postal addresses, billing addresses and phone numbers.
We DO NOT store information about your credit card, only the first 6 and last
3 digits for reference purposes.
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FAQ
A series of Frequently Asked Question that we hope might help you navigate our
site. If none of them answer your questions, please go to 'contact us'.
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Qu: Why
should I Login?
Qu: My page does not display properly?
Qu: How long does it take?
Qu: The product I received looks slightly different from the one on your website?
Qu: I lost my password/username/both my password and username?
Qu: Do you take credit cards?
Qu: Do you take Paypal?
Qu:The "Billing Method" won't display?
Qu: I haven't checked out, but I want to go back and change details in my order?
Qu: I did not receive an order confirmation in my e-mail?
Qu: Can I pick up my order? Does that mean I get a discount? Can I pay cash
on pick-up?
Qu: Do you ship Internationally/to New Zealand?
Qu: Do you sell everything I can see on your catalogue webpage (www.robertgordonaustralia.com)
at the new online shop (www.robertgordonshop.com.au)?
Qu: Why is there a diagram instead of a picture when I look at a product?
Qu: Do you send an e-mail when the order is shipped?
Qu: It has been 3 weeks, and my items have still not arrived?
Qu: Why should I Login?
Ans: Logging in allows you to track down your order, shopping history, as well as
remember your details and previously incomplete orders at www.robertgordonshop.com.au.
Click on "Login to Purchase" and login, or register. Registration
is simple and secure. Your e-mail address or contact details are kept confidential,
and filled on a protected encrypted page.
Once you have logged in, you can add products to your shopping cart, checkout,
and keep incomplete orders for up to 5 days.
Alternatively, you can also order without registration, but also without the
advantages mentioned above.
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Qu: My page does not display properly?
Ans: You may need to update your browser.
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Qu: How long does delivery take?
Ans: All items are individually hand-made to order, unless we have them in store.
Therefore, they may take up to 2 or 3 weeks from order, to leave the factory.
Your patience will be rewarded with a product of high quality.
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Qu: The product I received looks slightly different from the
one on your website?
Ans: We endeavour to be as accurate as possible with our photographs, yet there
might be some minor differences. Products from our Australian Range are also
individually hand made and small variations do occur, which is proof that they
were passed from hand to hand and not mass-produced.
The accuracy of colours displayed by your monitor as well as the display settings
may also be responsible for the slight differences in colour between what you
see on the screen, and the product you received.
If you are unsatisfied, we will gladly refund the undamaged product (please
see our returns policy).
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Qu: I lost my password/username/both my password and username?
Ans: Try to Login and click on "Can't remember your password?". Alternatively,
email us with details such as your e-mail address and full name, and we will
re-issue a new password to you. We do not store credit card information, therefore
in the unlikely event that your username and password should fall into the wrong
hands, you are protected.
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Qu: Do you take credit cards?
Ans: Yes, our credit card facility is now up and running.
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Qu: Do you take Paypal?
Ans:Since we do not ship intenationally yet, we haven't considered Paypal.
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Qu: The "Billing Method" won't display?
Ans: Select the "Shipping Method" first, then the "Billing Method"
will display, and can be selected.
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Qu: I haven't checked out, but I want to go back and change
details in my order?
Ans: Click on "view cart", it will bring you back to the shopping
cart and out the check-out.
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Qu: I did not receive an order confirmation in my e-mail?
Ans: Check your 'Spam Mail' filter and folder. If the e-mail has not been filtered
as spam, log into our site, and check whether your e-mail details are correct
in "view my details". You can also view a copy of your order in the
same section. (Only available to Registered Customers)
You can always email shop@robertgordonaustralia.com with your order details if you have any further enquiries.
Qu: Can I pick up my order? Does that mean I get a discount?
Can I pay cash on pick-up?
Ans: You can pick up your order at the Factory Outlet in Pakenham, same address
as in 'contact us', and yes, we give you 15% off. Select "Pick-Up"
when asked for shipping method. We DO NOT accept cash on pick-up, please purchase
via the methods available.
If you wish to order this way, please call our factory outlet direct on (03) 59413 302.
Qu: Do you ship Internationally/to New Zealand?
Ans: We only ship Australia wide at present through the online shop. However,
please contact shop@robertgordonaustralia with relevant codes and order, for
a quote if you are an international customer.
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Qu: Do you sell everything I can see on your catalogue webpage
(www.robertgordonaustralia.com) at the new online shop (www.robertgordonshop.com.au)?
Ans: We only sell the Australian Made range via our online shop. Most of the
catalogue items are on sale at our Factory Outlet in Pakenham and through retailers
Australia wide. If there are specific items you wish to purchase from our catalogue that aren't on the site, you can call our factory outlet on (03) 59413 302 9am - 5pm 7 days a week to place a phone order.
Qu: Why is there a diagram instead of a picture when I look
at a product?
Ans: Our online shop has only recently been created, and some of our photography
work is behind. Give us a call or e-mail us if you want more details about a
specific item.
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Qu: Do you send an e-mail when the order is shipped?
Ans: We notify you when the products are shipped.
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Qu: It has been 3 weeks, and my items have still not arrived?
Ans: We should have e-mailed you by then with a reason why. If you are unsatisfied,
a refund is possible. If we haven't contacted you, please contact us.
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