SHIPPING & RETURNS

 

WHAT ARE YOUR SHIPPING COSTS

All Australian orders will receive free Express Shipping (1-5 business days) with tracking. You will be sent your tracking with the shipping confirmation email.

 

WHO IS MY ORDER SHIPPED WITH?
We ship all of our Australian orders with Couriers Please and FastWay. All International orders are shipped through DHL express.

 

IS MY ORDER TRACKED?

Yes, all deliveries are tracked. You will receive an email updating you where your parcel is at every stage of its journey to you. You will receive an email with your tracking information once your order has been processed, scanned by the delivery driver, when it is on board for delivery, and when a delivery attempt has been made.

 

WHEN CAN I EXPECT MY ORDER?

Our office is based in Melbourne, Australia and delivery times will vary depending on your location.

Australia: Metro areas can expect to receive their order within 1 - 3 business days. Occasionally in more remote areas, delivery could take up to 5 business days. 

New Zealand: between 2 - 4 business days

Internationally: between 3 – 14 days depending on your location

On business days, orders placed by 7am AEST will be dispatched the same day. Orders placed after this will be processed and shipped the following business day. Please note during peak times and sales or promotion periods, there could be a delay in dispatch of up to 2 business days.

Please reach out to our customer service team if you have any further questions by emailing hello@touchebrand.com

 

DO I HAVE TO SIGN FOR MY ORDER?

No, all orders will be shipped from our warehouse with ‘Authority to Leave’ unless otherwise indicated by the customer prior to dispatch. In the case where you are not home, the courier will always look for a safe place to leave the parcel. If there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the parcel can be collected from a nearby Post Office. 

 

For International orders, if an attempt to deliver is unsuccessful DHL will contact the customer directly to organise a time to redeliver.

 

DO YOU SHIP TO PO BOXES & PARCEL LOCKERS?
Yes, we do!

 

*Please note -  DHL Express cannot ship to PO Boxes for International orders. We ship via AusPost to International PO Boxes.

 

TAXES & DUTIES

All international customers are responsible for paying any required taxes or duties on their purchases.

 

FAULTY OR DAMAGED PRODUCTS
If you have received damaged or faulty items, please provide details (including photos) within 7 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly. 

 

RECEIVING A REFUND

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately, we cannot accept returns on sale items or gift cards.

To start a return, you can contact us at hello@touchebrand.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Please note that shipping a return is at your own cost and we are unable to refund your original order’s shipping cost.

Make sure to include contact information with the return and if possible, please provide us with a tracking number. touché brand suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed.

Refunds will be processed promptly and payment made by the same method that you made payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

All refunds are made at the discretion of touché brand.


WHAT IF MY PRODUCT ARRIVED DAMAGED OR FAULTY?
We will replace any products that arrive damaged or are faulty. Please email us a photograph or video at hello@touchebrand.com to begin the replacement process. Please note, we must receive the damaged product(s) within 30 days of your order together with a copy of your sales invoice / order confirmation to process a replacement.

 

All enquiries: hello@touchebrand.com