Shopping Cart
Filter

FAQ's

Shipping & Delivery

When will my order be dispatched?

We know no one likes waiting. We do our best to dispatch your order by the next working day. However, during peak times and sale periods there can be delays due to the high volume of orders we receive.

Our warehouse is based in Sydney and we are experiencing delays of up to a week in dispatching your order, as we navigate the COVID-19 restrictions. After order confirmation, your next update will be from Australia Post when your order is on the way.

How much does shipping cost?

For shipping within Australia, standard delivery is free for orders AUD $100.00 and over, and $9.95 for orders under AUD $100.00.

Shipping to US is currently FREE for all orders. 

For all other international shipping, standard delivery is free for orders AUD $200.00 and over. For orders under AUD $200.00 deliver costs are calculated and applied to orders at checkout by weight and destination.

How can I track my order?

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 service team at contactus@industrie.com.au

Can I edit my order?

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.

 

Are customs and duties taxes applied at checkout for international orders?

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.

What happens if my parcel is lost?

If your parcel hasn’t arrived as expected and you think it may be lost, we’re really sorry about that! Unfortunately these things happen from time to time. Please get in touch with our customer service at customer@industrie.com.au and we’ll do our best to sort it out.

Where does INDUSTRIE ship to?

We currently ship worldwide through Australia Post.

Product

Are the colours of the garments photo accurate?

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. 

How should I wash and care for my garment?

For best results, follow the washing, drying and general care instructions on the garment label. For worst results, don’t.

Ordering Online

Do I need to create an account to checkout?

An account isn’t absolutely necessary – you can checkout as a guest. Though it does make things a bit easier for next time. So it’s not a bad idea.

How do I know my order has been placed successfully?

After placing your order, you will receive an email confirming the order. If you 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 service team at contactus@industrie.com.au and we’ll do our best to sort it out.

I have received my order but an item is missing or incorrect - what do I do?

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 service team at contactus@industrie.com.au and we’ll do our best to get any missing items to you as soon as possible!

 

Returns & Exchanges

You can complete an exchange only in a standalone store - All you need to do is take your item and tax invoice with you.
 
Sadly we don't facilitate exchanges for online orders but you can follow the online returns process and we can process a refund for you and you can place a new order in the size that you need.
 
All you need to do is fill out the returns form and include this in your package. Please create a returns label through Australia Post and send your parcel back to the warehouse. More details can be found here on creating this returns label and our returns process - https://www.industrie.com.au/policies/refund-policy 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 processed.

Can I return for change of mind?

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 made in Myer at Industrie stores

How do I return my online order?

We will gladly accept the return of item(s) within 14 days of your receipt of the order for Australian customers and 30 days for international customers, given the item(s) meet the following conditions:

  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 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 to our Australia Post Returns Portal

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

Print off Returns Label

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

Step 5: Once received at our online warehouse your refund will be processed within 10 Business days. Please make sure to make a note of your tracking number.

Quick Links:

Returns Form

Returns Portal & Label

If your return does not meet the conditions, it will not qualify for a refund. In this case, the parcel will be returned to sender.

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
99 Railway Parade
Marrickville NSW 2204
Australia

When and how will I receive my refund?

Please allow 10 working days from the receipt of your return. Refunds will be sent to the account you used for purchase.

Can I send my online order back to your online team for an exchange?

Unfortunately our online team does not accept exchange requests. If you bought something online and you want to do a swap, you’ll need to take the item, and proof of purchase, to one of our good ol’ bricks and mortar INDSUTRIE stores.

I've purchased an in-store and changed my mind - can I return or exchange my purchase?

If you’ve bought something at one of our freestanding INDUSTRIE stores and you’ve changed your mind, bring it back within 14 days of your receipt of purchase 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
  • Any discounts or promotions received at the time of purchase will be carried over

If I buy now for Christmas, How long do I have to return/exchange my items? 

Don't sweat it!  Anything purchased from the 1st of November 2020 until Christmas Day can be returned or exchanged by the 31st of January 2021. Just make sure to hold onto your proof of purchase. 

    Do you refund sale items?

    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 applies to both sale and full price item(s).

    I bought an item online but it is faulty - what can I do?

    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 post the item back to us, with the fault clearly noted on the returns form provided. When we receive your return, we will assess the item and if it is deemed faulty we will send you a replacement. If the relevant style is not in stock we will arrange a refund, including all delivery charges, so please include a postal receipt.

    Will my postage be refunded if my items are damaged or faulty?

    When returning a faulty, damaged or incorrectly described item, INDUSTRIE will arrange return postage on your behalf or refund postage costs upon presentation of receipt(s). It’s only fair!

    I bought an INDUSTRIE item from David Jones or Myer - Can I return it to an INDUSTRIE store or online?

    Unfortunately INDUSTRIE will not accept the return of items purchased from David Jones or Myer department stores. The return or exchange of any INDUSTRIE, ROLER or Indie Kids items purchased in David Jones or Myer are governed by the returns policies of the relevant department store and can only be made through David Jones or Myer (as applicable).

    Promotions

    How do I use a promotion code online?

    Go you frugal thing! 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 Service team on contactus@industrie.com.au and we’ll do our best to help you out.

    How do I know if the promotion code or offer has been applied to my order?

    If a promotion code or offer has successfully been applied to your order, the discount will appear in the ‘Order Summary’ on the ‘Shopping Cart’ page, as well as on the ‘Reviews & Payments’ page on the checkout.

    The items I bought recently have now been reduced - can I get the same price?

    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.

    Do you have the same promotions online as in-store?

    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. 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. David Jones and Myer prices are subject to their own sale periods, items cannot be price matched in INDUSTRIE retail stores.

    Payment

    What payment methods can I use to order online?

    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.

    Are international transaction fees included in my online order?

    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.

    Gift Cards and Credit Notes

    Where can I buy and use a Gift Card?

    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, in New Zealand stores, or at David Jones or 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.

    Can my Gift Card or expire?

    All Gift Cards expire 36 months (3 years) from the date of purchase. Plenty of time to pick up some fresh threads.

    Can a Gift Card be refunded?

    Once a Gift Card is purchased, we are not able to refund the Gift Card value. It’s best to treat your gift card like cold, hard cash – if it’s lost or stolen, we can’t replace it.

    Where can I use my credit note?

    Credit notes are issued when an item purchased at a freestanding INDUSTRIE store is returned, rather than exchanged. They can only be redeemed at freestanding INDUSTRIE stores. Unfortunately our online store, or David Jones and Myer department stores cannot accept credit notes.

    Afterpay

    What is Afterpay?

    Afterpay offers a convenient ‘wear now, pay later’ payment method, allowing a purchase to be paid for in four equal fortnightly instalments, interest free. This is perfect when you need your threads sooner rather than later, but aren’t so keen on laying down a wad of hard-earned cash straight away.

    For more information or to create an Afterpay account, please visit the Afterpay website.

    Is Afterpay available to me?

    Afterpay is available to all people who:

    • Are at least 18 years old;
    • Use an Australian debit or credit card to make the purchase;
    • Have a valid and verifiable email address and mobile number; and
    • Have an Australian residential address.

    Where Can I use AfterPay?

    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. 

    Can I use Afterpay if I am outside Australia

    No, unfortunately Afterpay is currently only available for Australian customers.

    Is Afterpay secure?

    Yes, 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.

    Which bank cards can I use to pay?

    Afterpay currently accepts Visa and MasterCard credit and debit cards issues in Australia from any bank.

    Are payments taken automatically from my account?

    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 at afterpayit.com.au. 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.

    Is there a cost to use Afterpay?

    If you make repayments on time, you'll only ever pay the price of the item you purchased. The only fees Afterpay charges are late fees for missed payments.

    What are the late fees?

    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).

    How is an Afterpay return processed?

    All Afterpay purchases can be returned for exchange or refund in line with the INDUSTRIE Delivery & Returns . When a customer returns 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 the customer an email to confirm the refund has been applied.

    What are Afterpay's customer service details?

    You can contact Afterpay directly 24 hours a day, 7 days a week, via email at info@afterpay.com.au or by phone on 1300 100 729.

    General Information

    Where are your retail stores?

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

    Where are you stocked?

    We are stocked in David Jones and Myer department stores throughout Australia. Stockist locations can also be found on the Store Finder page.

    How can I contact INDUSTRIE?

    You can get in touch with us via email at contactus@industrie.com.au or call on 02 9550 6550. Our office hours are 8.30am - 5.30pm Monday to Friday. If that doesn’t work, try a carrier pigeon.  

    How do I sign up to the mailing list and become an INDUSTRIE subscriber?

    It’s easy to sign up – just enter your email address at the subscription bar at the bottom of the homepage and click SUBSCRIBE, or click CREATE AN ACCOUNT on the header of any page on our website.

    Are there any benefits for becoming an INDUSTRIE subscriber?

    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 got you.

    How do I unsubscribe from emails?

    If you no longer wish to receive updates from us, please email contactus@industrie.com.au and we'll unsubscribe you. Hope it wasn’t something we said.

    What do I do if I have forgotten my password to my account?

    Remember to breathe and remain calm – we all forget passwords from time to time. You can reset your password on the Account page.

    I want a career at INDUSTRIE, what vacancies do you have?

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