Shipping & Returns
Delivery is free for all orders over $200 in Australia, and $15 for all orders to New Zealand!
WHERE DO 3 BEARS AUSTRALIA DELIVER TO?
Currently, we ship worldwide, our main focus is to addresses within Australia & New Zealand, however we have shipped all over the world so please feel free to contact us. Domestically we also can do over the phone 08 92858690 (we are perth based) or a paypal email. Fell free to ring or email us on firstname.lastname@example.org or (08) 92858690
WHAT ARE THE SHIPPING COSTS?
Domestically all purchases over $200 have free postage built into the delivery, anything under $200 can be sent via parcel post $7.95 or standard express parcel ($11.45) which can be tracked within Australia, via the Australia Post website http://auspost.com.au/track/. Leaving your Mobile number on the order helps too as Australia Post now also send text message updates!
Note: Orders of sale items only (no full price items), over $200 will be sent by standard shipping, not express.
Worldwide we ship for $25 to most countires some more remote countires are more expensive, if you are unsure feel free to email us and we can chase up a quote for you. email@example.com
WHEN WILL MY ORDER ARRIVE?
We are based 3 doors down from the local post office so we can send quickly!
Deliveries are sent during normal business hours between Monday and Friday. Purchases made on weekends and public holidays will not be received by our shop for processing until the next business day (we need time off too lol). We do our best to process your order in a timely fashion, but delays can occur during sale periods.
Once your order is ready for pickup by Australia Post, a dispatch notification will be sent to the email address provided at checkout. You will be able to use the consignment number sent by Australia Post to track and trace your package from Three Bears to your doorstep. Again this link is a great way to track http://auspost.com.au/track/
Standard delivery to metropolitan areas will usually arrive within 3-5 business days after dispatch(usually 1-2 days), this depends on whether you use Express or Parcel post. For regional areas, delivery is between 5 to 14 business days after dispatch(mostly 3-4 days).
WHAT'S MY ORDER STATUS?
Your order is in progress until a dispatch notification is emailed from Australia Post providing your consignment details for tracking via the Australia Post website.
I WANT TO RETURN MY ORDER, OR A PART OF IT, WHAT SHOULD I DO?
If for any reason you are not satisfied with your online order, for instance the size was not correct or you don't like the colour, you can return the articles in the parcel that you received from us or other packages that will prevent the clothes against damaging. The articles must be returned unworn, undamaged and with their labels attached (please note that fragrance, underwear and sale purchases are final and cannot be returned).
As per the Terms & Conditions, items for a return/exchange must be returned within 14 days. Follow the instructions below, and please include your order and return to the address below.
- Always include your order number(s) and preferably the delivery note you received with your package.
- Please note that we will not pay the return shipping cost for returns. If an exchange occurs we will cover the shipping costs our end. We will also assist you in organising a suitable exchange/credit note.
- Please Note All Heavily Discounted Items (30% or more) are Non Returnable or Exchangeable (We are willing to compromise if individuals are happy to cover the postage costs as most heavily discounted items are loss leaders).
Address for Mailing and Returning Goods:
Unit 1 339 Cambridge Street
Wembley Wa 6014
Please Note: Always include your order number(s) when you make a return to us.
We accept exchanges and we understand with some of our brands that fits are challenging, so we offer either a credit note online/instore or direct exchange. If the exchange and credit note don't match up the credit note can be used for a full year, we will endeavour to warn you when the credit note is due to expire(we are yet to do this so far).
MY GOODS ARE DAMAGED. WHAT CAN I DO?
You can always return goods if they are defective/faulty. You should inspect the goods as soon as you receive them for defects or damage. Please note that we must be notified within 14 days of receipt if any items received are defective or damaged. So what should you do? The best way is to contact us first by sending an e-mail with pictures of the faulty product/s explaining what is wrong. After that we will issue a replacement if available or, if required by the customer, a refund. In case of damaged or faulty goods, the cost of returning the goods will be reimbursed to the customer. If you have any further questions or concerns about returning a purchase, please don't hesitate to contact us on firstname.lastname@example.org.
SHOPPING & PAYMENTS
WHAT PAYMENT METHOD DOES THREE BEARS ACCEPT?
All orders are processed in Australian dollars and include GST. Payment methods currently available are Visa, Mastercard & Paypal. We alos have Afterpay & Zippay available online.
IS IT SAFE TO USE MY CREDIT CARD INFORMATION ONLINE AT 3 BEARS?
Your credit card information and personal information are safe. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology. We use Stripe(the biggest credit card online provider via shopify) who are a financial intermediary who enable us to refund to the credit card used without being able to see the credit card details!
CAN I ORDER VIA E-MAIL, FAX OR TELEPHONE?
Due to security reasons we do not accept orders via fax or e-mail (paypal email is an exception). Telephone orders placed in Australia are accepted.
DO I NEED AN ACCOUNT TO PLACE AN ORDER ONLINE?
WHAT IF THERE IS AN ERROR ON THE WEBSITE?
Our web store should work properly, occasionaly we forget to update an item of stock (we do this manually as our product is unique) you can be guaranteed we will refund straight away if this does occur. We built it with precision and have considered every detail. However, if you find an error on the website, we would appreciate it if you contact us. Please send us an email to email@example.com.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD OR MY PASSWORD DOES NOT WORK?
If you have forgotten your password you can reset in on the log in page by using the “forgotten password” function.
HOW DO I CONTACT CUSTOMER SERVICE?
If you have any questions do not hesitate to send us a message. You can send us an email with your questions and your order number to the following e-mail address: firstname.lastname@example.org . We will endeavour to respond to your email within 2 working days (we usually respond in a matter of minutes and hours as opposed to days). We are WA based so our phone number is 08 92858690.
MY QUESTION IS NOT MENTIONED AT THIS FAQ, HOW CAN I ASK MY QUESTION?
If your question is not answered, please send us an email on email@example.com with your question. We will answer your question within 2 working days(again its usually only a matter of hours).
PRIVACY AND ONLINE SECURITY
IS IT SAFE TO USE MY CREDIT CARD INFORMATION ONLINE AT 3 BEARS?
Your credit card information and personal information are safe. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology.
Size charts are available next to each product item. Since our sizes may differ from standards, we made these charts so you can easily find your personal digits and compare it with our sizes. The table shows the common sizes. The size OS stands for one size. (we have a size chart on our site as well we hope this helps, Desigual is well know for its inconsistent sizing.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
Most items are shown in stock. If a product does not appear in a specific size in the 'Size' dropdown, it means that specific size is not available anymore and the item is out of stock. Please be aware that even if an item is in your shopping bag, it can still be bought by another visitor who is also shopping on Three Bears.
WHAT IF AN ARTICLE RAN OUT OF STOCK?
We do our best to keep the stock up to date, however, technical errors can always occur. If such a situation happens, don't hesitate to contact us by email on firstname.lastname@example.org.