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FAQs

SHIPPING & DELIVERY

We know no one likes waiting. 

We do our best to dispatch your order by the next working day.

Our Warehouse is open Monday to Friday (excluding Public Holidays), orders placed outside of these days will be dispatched the next available business day

However, during peak times and sale periods there can be delays due to the high volume of orders we receive. After your order confirmation, your next update will be from Australia Post when your order is on the way. 


Unfortunately, we don't offer Click & Collect services for online orders. The good news is that we have more than 50+ stores across Australia. Find your nearest store here: Store Locator 📍

Once your order has been dispatched, you’ll receive an email with confirmation of your tracking information. To track your order, follow the links in the email or enter your tracking number on the Australia Post website.

If you have not received your tracking number as expected, please get in touch with our Customer Experience Team at [email protected].

Unfortunately, we can’t cancel or amend any online orders after your order has been placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to colours and sizes
  • Adding or removing items
  • Applying discounts
  • Full order cancellations

With this in mind, please be extra careful when you’re placing your order to make sure that all your details are full and correct.

DOMESTIC SHIPPING

  • Free standard shipping on orders over $100
  • $10.00 flat rate shipping for orders under $100
  • E-parcel is fully trackable once shipped
  • 3-5  business day delivery within metropolitan NSW

EXPRESS SHIPPING AVAILABLE

  • $15.00 flat rate express shipping
  • E-parcel is fully trackable once shipped
  • 1-2 business day delivery within metropolitan NSW

INTERNATIONAL SHIPPING

New Zealand

  • Free standard shipping on orders AUD$200 and over
  • AUD$15.00 flat rate shipping for orders under AUD$200

Rest of the World

  • Free standard shipping on orders AUD$200 and over
  • AUD$25 flat rate shipping for orders under AUD$200

We currently ship worldwide through Australia Post.

Customs and import duty may apply to orders for delivery outside of Australia and are levied by the destination country. The customer is liable for all import duties as well as customer and local sales taxes levied by the country they are shipping to.

If the order is refunded, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.

Who isn't a fan of free shipping? See below if your order qualifies:

Domestic: Free Standard Shipping on orders $AUD100 and over
New Zealand: Free Standard Shipping on orders $AUD200 and over
Rest of the World: Free Standard Shipping on orders $AUD200 and over 

We currently ship worldwide through Australia Post.

RETURNS & EXCHANGES
You can complete an exchange only in a standalone store - if you’ve changed your mind, you must bring it back within 14 days of your receipt of purchase (or date of delivery) and we’ll happily exchange it or issue a note of credit, provided it meets the following conditions:

  • Proof of purchase is available
  • The item(s) is unworn, unwashed, unused and in its original condition, with all tags attached.

Please note that any discounts or promotions received at the time of purchase will be carried over when your exchange is processed.

Sadly we don't facilitate exchanges via our online warehouse, but you can follow the online returns process and we can process a refund for you, so you can place a new order in the size that you need.

*Please note, styles tagged as ‘FINAL SALE’ are final and cannot be returned for a refund, other than in the event of them being faulty*

TO PRINT A RETURNS FORM, CLICK HERE.


We want you to be completely satisfied with your purchase so will gladly offer a refund under the following conditions:


  • The item(s) must be in original condition and packaging: unworn, unwashed and all tags attached.
  • A copy of the invoice and a Returns Form is included.
  • Returns for refund are posted to Industrie's Warehouse and exchanges are taken to a Industrie Retail store within Australia.
  • Return shipping method and associated costs are the responsibility of the customer.
  • Return delivery costs for faulty or incorrectly supplied items will be the responsibility of INDUSTRIE.


We recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed. INDUSTRIE is not responsible for returns that are not received.


Merchandise received by us after the specified return period will not qualify for a refund. In this case, the parcel will be returned to sender.


Please allow 10 working days from the receipt of your return to receive your refund. Refunds are processed weekly each Tuesday for returns received the week prior. Refunds will be processed in the same manner as your payment method at the time of purchase. You will receive an email notifying you once your refund has been processed.


AUSTRALIA ONLINE RETURNS - 14 DAYS


AU Returns
Before you start: 


  1. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.
  2. All online orders can be returned for a refund only. If you wish to exchange a product you may visit your closest INDUSTRIE Retail Store (excluding Myer).
  3. Online cannot exchange products and INDUSTRIE Retail Stores cannot refund online orders. 

Here’s the deal for Returning an Item/s:


Step 1: Print off the Returns Formhere and add it with your gear when you package it up.

Print off Returns Form

Step 2: Login to our Returns Portal via Australia Post here. Enter your order info and select the product you’re returning. Please note: this link cannot be accessed with Safari.

Login into Australia Post Portal

Step 3: Print off the label and drop it off at any of 20,000 locations. 

Print off Returns Label & post parcel

Step 4: We will receive your return and check all products meet our return conditions.


Step 5: We will process your refund within 5 business days of receival. Please allow up to 10 business days for this to clear.



Returns Form

Returns Portal & Label


INTERNATIONAL ONLINE RETURNS - 30 DAYS


For Online purchases delivered Internationally we will gladly accept the return of your order within 30 days of your receipt of the order. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.

Please download and complete our online returns form to ensure we can process your request as quickly as possible. This form should be included with your return.


Download Returns Form


Customers will be responsible for shipping and handling charges for any returns. To return merchandise for a refund, please send by registered mail:


INDUSTRIE Online Returns

343 Miperra Road
Bankstown, NSW 2200


INSTORE PURCHASE RETURNS & EXCHANGES


We accept “change of mind” returns on all items purchased in store, for any reason within 14 days of receipt, for an exchange or credit for all purchases made instore & online.

All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, provided with proof of purchase.


We do not offer a refund (cash or credit) for change of mind on Instore purchases.

The return or exchange of any Industrie, Indie Kids or Roler items purchased in Myer is governed by the returns policies of that department store and can only be made in Myer. We do not accept the return or exchange of Industrie merchandise made in Myer at Industrie stores.


CONSUMER GUARANTEES


Our Change of Mind Policy does not affect your rights under the Australian Consumer Law, and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any repair (if you choose to keep it).


If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.


Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.


Merchandise marked as a seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.


Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.


Once your parcel has reached us it can take up to 10 business days for your refund to be processed. You will receive a confirmation email once our team have completed this. 


CHRISTMAS RETURNS POLICY 2023

Anything purchased from the 1st of November 2023 until 24th December 2023 inclusive can be returned or exchanged up to the 31st of January 2024. Just make sure to hold onto your proof of purchase and keep items in original condition with tags attached.

FINAL SALE: Items marked as “Final Sale” are not eligible for returns or exchanges due to change of mind. If an item is faulty, you may be entitled to a replacement or refund after assessment by our Customer Experience team. If you're unsure, you can contact our team at [email protected]

Yes, we do! Just because you got something for a steal, doesn’t mean you shouldn’t be able to get a refund. Our Delivery & Returns policy applies to both sale and full price item(s).

Our Delivery & Returns policy applies to both sale and full price item(s), unless tagged as 'FINAL SALE'. 

Styles tagged as ‘FINAL SALE’ are final and cannot be returned for a refund, other than in the event of them being faulty.


Customers will be responsible for any shipping and handling charges for any Domestic or International online returns.

Once your return arrives at our warehouse, please allow our team up to 5-10 business days to process your refund. You will receive a separate refund notification, and it may take a further 5-10 business days for the funds to settle in your nominated bank account.

You can complete an exchange only in a standalone store - if you’ve changed your mind, you must bring it back within 14 days of your receipt of purchase (or date of delivery) and we’ll happily exchange it or issue a note of credit, provided it meets the following conditions:

  • Proof of purchase is available
  • The item(s) is unworn, unwashed, unused and in its original condition, with all tags attached.

Please note that any discounts or promotions received at the time of purchase will be carried over when your exchange is processed.

We don't facilitate exchanges via our online warehouse, but you can follow the online returns process and we can process a refund for you, so you can place a new order in the size that you need.

TO PRINT A RETURNS FORM, CLICK HERE.


We want you to be completely satisfied with your purchase so will gladly offer a refund for online orders only under the following conditions:


  • The item(s) must be in original condition and packaging: unworn, unwashed and all tags attached.
  • A copy of the invoice and a Returns Form is included.
  • Returns for refund are posted to Industrie's Warehouse and exchanges are taken to a Industrie Retail store within Australia.
  • Return shipping method and associated costs are the responsibility of the customer.
  • Return delivery costs for faulty or incorrectly supplied items will be the responsibility of INDUSTRIE.


We recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed. INDUSTRIE is not responsible for returns that are not received.


Merchandise received by us after the specified return period will not qualify for a refund. In this case, the parcel will be returned to sender.


Please allow 10 working days from the receipt of your return to receive your refund. Refunds are processed weekly each Tuesday for returns received the week prior. Refunds will be processed in the same manner as your payment method at the time of purchase. You will receive an email notifying you once your refund has been processed.


AUSTRALIA ONLINE RETURNS - 14 DAYS


AU Online Returns
Before you start: 


  1. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.
  2. All online orders can be returned for a refund only. If you wish to exchange a product you may visit your closest INDUSTRIE Retail Store (excluding Myer).
  3. Online cannot exchange products and INDUSTRIE Retail Stores cannot refund online orders. 

Here’s the deal for Returning an Item/s:


Step 1: Print off the Returns Form here and add it with your gear when you package it up.

Print off Returns Form

Step 2: Login to our Returns Portal via Australia Post here. Enter your order info and select the product you’re returning. Please note: this link cannot be accessed with Safari.

Login into Australia Post Portal

Step 3: Print off the label and drop it off at any of 20,000 locations. 

Print off Returns Label & post parcel

Step 4: We will receive your return and check all products meet our return conditions.


Step 5: We will process your refund within 5 business days of receival. Please allow up to 10 business days for this to clear.



Returns Form

Returns Portal & Label


INTERNATIONAL ONLINE RETURNS - 30 DAYS


For Online purchases delivered Internationally we will gladly accept the return of your order within 30 days of your receipt of the order. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.

Please download and complete our online returns form to ensure we can process your request as quickly as possible. This form should be included with your return.


Download Returns Form


Customers will be responsible for shipping and handling charges for any returns. To return merchandise for a refund, please send by registered mail:


INDUSTRIE Online Returns

343 Milperra Road
Bankstown, NSW 2220


INSTORE PURCHASE RETURNS & EXCHANGES


We accept “change of mind” returns on all items purchased in store, for any reason within 14 days of receipt, for an exchange or credit for all purchases made instore & online.

All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, provided with proof of purchase.


We do not offer a refund (cash or credit) for change of mind on Instore purchases.

The return or exchange of any Industrie, Indie Kids or Roler items purchased in Myer is governed by the returns policies of that department store and can only be made in Myer. We do not accept the return or exchange of Industrie merchandise made in Myer at Industrie stores.


CONSUMER GUARANTEES


Our Change of Mind Policy does not affect your rights under the Australian Consumer Law, and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any repair (if you choose to keep it).


If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.


Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.


Merchandise marked as a seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.


Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.


Once your parcel has reached us it can take up to 10 business days for your refund to be processed. You will receive a confirmation email once our team have completed this. 


We accept “change of mind” returns on all items for any reason within 14 days of receipt, for an exchange or credit only, for all purchases made in-store & online. 

All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, provided with proof of purchase.

We do not offer a refund for in-store (cash or credit) for change of mind on In-Store purchases.

The return or exchange of any Industrie, Indie Kids or Roler items purchased in Myer is governed by the returns policies of that department store and can only be made in Myer. We do not accept the return or exchange of Industrie merchandise purchased in Myer Industrie Concessions.

Thanks for being honest, the world needs more of you!

If you feel like it, you can send the item back to our online warehouse. Just reach out to our friendly team at [email protected] so we can send you a free returns label, and maybe even a cheeky promo code for your next order with us. 

However, if that's not an option for you, don't worry - we don't want to hassle you with our fulfillment error. Instead, you can recycle it, gift it, or keep it.

ALL THINGS PAYMENT

We currently accept Visa, MasterCard, PayPal and American Express. Afterpay is also available to Australian residents who qualify for an Afterpay account. No Cash on Delivery (COD) or alternate payment methods are available. 

You sure can - Afterpay is now available In store! Simply ask our friendly staff on how to use this payment method and they will show you how easy it is to setup.  

Unfortunately, Afterpay is currently only available for Australian customers.

Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. This means that it abides by the comprehensive set of requirements to keep your data secure.

Afterpay will automatically take payment from your nominated Visa or MasterCard on the due date. The scheduled payment days are communicated to you via Afterpay in the confirmation email sent to your valid email address and can also be seen when logging into your Afterpay account. 

To avoid late fees, simply ensure you have the funds available on your credit or debit card on the payment due dates for a successful transaction.

While the Afterpay service is free, late fees will be incurred for missed scheduled payments. If an automatic payment is unsuccessful, you have until midnight (AEDT in the summer months and AEST in the winter months) to make payment. 

After midnight, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within one week (as stated in the Afterpay Terms).

All Afterpay purchases can be returned for exchange or refund in line with the INDUSTRIE Delivery & Returns . When you return an item, the system automatically notifies Afterpay and all future payments for that order are cancelled. 

Any payments that have already been made towards the item will be refunded to the credit/debit card used to place the order. Once notified, Afterpay processes the refund immediately and will send you an email to confirm the refund has been applied.

Good move. Gift cards are a safe bet when you’re not sure about style or sizing. 

You can purchase two types of gift cards; a Digital Gift Card or an In-Store Gift Card. It’s important to know that the Digital Gift Card can only be redeemed online at www.industrie.com.au, and an In-Store Gift Card can only be redeemed at INDUSTRIE stores in Australia. 

Make sure the person you’re buying it for lives close enough to a store, because unfortunately in-store gift cards cannot be redeemed online or in Myer. If you have purchased your In-Store gift card online, that gift card will be shipped to the address entered at checkout.

Digital gift cards purchased online are sent to the email address provided on the order. Digital gift cards can only be used online and cannot be redeemed for cash. Digital gift cards cannot be returned or cancelled, and if returning product using a digital gift card, payment will be returned onto a gift card

Unfortunately gift cards are treated like cash, we are unable to refund or replace lost or stolen cards.

Sometimes we adjust the pricing on items. Unfortunately we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you've purchased it. 






Please be aware that international transaction fees may apply.

We reckon it’s best to check if international transaction fees apply to your nominated payment method before you make a purchase.

PRODUCTS & PROMOTIONS

We want the only surprise you get when opening your delivery to be a good one. That’s why we do our best to make sure our photos are as accurate as possible. Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly depending on your monitor and internet browser.

For the best results, please follow the washing, drying and general care instructions on the garment label (usually located in the seam). 

We offer repair, replacement or full refund in the original form of payment for INDUSTRIE garments that are deemed faulty through no fault of yours.

We make clothes to last, however every so often things can go a little wrong. If for whatever reason your item is faulty, please get in touch with our Customer Experience team, and we will arrange a return postage on your behalf.

It’s only fair! 


We do our best to make sure you receive everything you ordered without a hiccup. But from time to time things can go wrong. If an item is missing from your order, please get in touch with our Customer Experience Team at [email protected] and we’ll do our best to get any missing items to you as soon as possible! 

We all love a steal! To activate a promotion code, you will need to enter the code into the ‘Discount Code' field on the 'Shopping Cart’ page. If you have trouble redeeming the offer, please contact our Customer Experience team on [email protected] and we’ll do our best to help you out. 


Unfortunately credit notes can only be used at our standalone stores - but don't worry, these are valid for 9 months from the date of issue, so there's plenty of time for you to pick out a new outfit! 



No worries, INDUSTRIE have got you covered! We want to make sure you have the right fit - check out our size guide here. If you still have question, don't hesitate to get in touch with our Customer Experience Team at [email protected].

We think it’s only fair that where you live shouldn’t impact your access to INDUSTRIE promotions. 

That’s why we endeavour to have all our promotions offered in freestanding stores also available to our online customers. However, there may be some instances where an online offer is not offered in-store, just as stores have their own shopping nights and events.  

Sign up to our emails and 'like' our Facebook page to stay in the know about our online offers. 

Please note that Myer prices are subject to their own sale periods, items cannot be price matched in INDUSTRIE retail stores. 

We love a deal as much as the next person and as much as we'd love to, we can't stack promo codes. You can only use one at a time at checkout. 


YOUR ACCOUNT

Remember to breathe and keep calm (and carry on) – we all forget passwords from time to time. You can reset your password on the Account page and follow the instructions from there.

You bet there is. Every new member will receive 10% off full priced styles* at out online checkout for a limited time. You’ll also be the first to know about new arrivals, upcoming sales store updates and INDUSTRIE events. Don’t worry, we've got you! 


If you no longer wish to receive updates from us, please email [email protected] and we'll unsubscribe you. Hope it wasn’t something we said.

An account isn’t absolutely necessary – you can checkout as a guest. Though it does make things a bit easier for next time, it's a good way to keep all your orders in one place. So it’s not a bad idea!

After placing your order, you will receive an email confirming the order. If you have paid using PayPal or Afterpay, you should also receive an email from them confirming the transaction.

If you’re unsure for whatever reason, don’t be shy – get in touch with our customer experience team at [email protected] and we’ll do our best to sort it out for you. 

Glad you asked! Your privacy is important to us and you can read up on our Privacy Policy here.

GENERAL INFO

To view all current vacancies at INDUSTRIE, please visit our Careers page.

We'd love to hear from you! If you feel like you're a perfect match with INDUSTRIE, shoot us a quick email on [email protected] and we'll be in touch!

At this stage, we are stocked in Myer department stores throughout Australia. Stockist locations can also be found on the Store Finder page.

Keen to pay us a visit? We currently have INDUSTRIE stores located across Australia. To find your nearest store, head to the Store Finder page. Come say hello! 

We appreciate any valuable feedback and would love to hear from you. Email us directly at [email protected] and one of our Customer Experience Team Members will be in touch!  

Oh no! Nobody likes an error message & sometimes a quick trouble shoot can help you get your order over the line.

Tips

  • Try private/incognito mode. Don't know how, see here. 
  • Try using another web browser - we strongly suggest Google Chrome! 
  • Check your payment details - Double check if you've inputted your numbers correctly. We all make typos! 
  • Disable/delete your cookies, sometimes old cookies can generate those error messages. 

If you're still having issues, contact one of our friendly Customer Experience Team Members and they'll be more than happy to help you out.


Despite our best efforts, there are rare instances where our online warehouse might not be able to fulfill your order due to damaged or missing items. If this happens, our Customer Experience Team will be in touch, and we'll arrange a refund for you as soon as possible.

You can get in touch with us via email at [email protected]. Our office hours are 8.30am - 5.30pm, Monday to Friday. 

We love that you love our brand as much as we do! Lets talk here: [email protected].



Of course, we can! Shoot us through a quick email at [email protected] or give us a call on (02) 9550 6550 and one of our Customer Experience Team members will be able to help you out.

The more information you have the better - try to have the style or SKU code available and we'll assist with tracking it down for you and point you in the right direction. 


If you can't find the information you need in our product description, feel free to reach out to our Customer Experience Team at [email protected] and we'll be happy to help. 

We don't want to tell you what to wear, but if you need some help finding your personal style, you can check out our Instagram and TikTok feed for inspo! 

If you still need some help, feel free to pop in store to chat to one of the INDUSTRIE Crew. Otherwise, you can chat to one of our Customer Experience Team Members for some more ideas!

*Disclaimer: This statement serves as clarification that our expertise in styling is not that of a licensed professional.

INDUSTRIE Clothing is a global business that embodies the casual confidence and easy-going personality from where it is born - Australia.

Established in 1999, INDUSTRIE Clothing is all about contemporary design and keeping it masculine, classic, fresh, practical and affordable. We design & develop signature fabrics, hardware and trims from around the world. 

With unrivalled comfort, quality & value, our mission is to be the go-to clothing for day-to-day wear. 

You can get to know us even better here.  

Got your eye on something, but it's out of stock on our online store? We can keep you in the loop! Sign up for a restock email notification on our website. 

Just look for the "notify me when available" button and pop your details in and we'll do the rest.  


You can send through all media or PR enquires to us at: [email protected] 

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