Policies

Ordering and Payment

All pricing is in Australian Dollars (AUD) and includes GST (10%). Pricing
may be changed at our discretion and without notice.

We provide a range of payment methods including:

Credit Card: We accept credit cards payments.

PayPal: Australia's favourite way to pay online. PayPal is a fast, easy and
safe way to make payments online.

Orders can also be placed over the phone and paid for with a credit card
(Visa or Mastercard) For this option please call us directly on 02 42344500 and we will process your order manually.

Refunds/Exchange

We offer a 14 day exchange period for all online purchases (except sale
items) and a 7 days exchange if your purchase in store. This means if you
change your mind or are unhappy due to the size, colour, or the product
just isn't how you expected, then you have bought online you have 14 days
from the order date to contact us to notify us that you will be returning
the goods. You will then have an additional 7 days to return the goods to
us. If you are returning the goods due to any of the reasons above then the
freight cost to return the goods will be at your own expense.

Items for exchange will only be accepted if the garment is unused and new
and must be in the condition they were sent to you in, which means they
must be unworn and unwashed with all original tags and packaging intact.
Items and their original packaging must not be marked, damaged or scratched
and must be returned within the 14 days of the date of your order (as
outlined above).

If you wish to exchange an item, please contact us prior to sending it back
and we will confirm our return procedures to you and advise you of the best
way for you to return it to us. Once you have notified us of your request
for exchange, please return the item with a copy of your receipt and a
letter clearly stating your name and order number and the items you would
like to return or exchange. Postage costs for re-sending you your exchanged
items must be paid for by you before your items will leave the shop. We can
normally turn your exchange around very quickly, but during busier periods,
please allow for up to 14 days for us to process your request. If you are
returning an item due to a fault or incorrect order, please ensure you
contact us either via telephone or email prior to sending the items back to
us.

Exchange items and returns due to faults are to be returned to:

Five On Fern Returns

102 Fern St, GERRINGONG NSW 2534

If you are returning an item or items to us, we strongly recommend using a
post service that allows for tracking, as we will not be responsible for
items you return to us that do not arrive. Most items when sent via the
postal network and charged accordingly based on weight.

Should we not be able to exchange your item in line with your preferences
or due to availability, upon receiving your returned items we will send you
a credit note in the post for the value of your order, less the original
freight fee. Your credit note will have an 8 week validity and can be used
at either our Five On Fern online stores, or in our store.

We do not refund goods purchased if you simply change your mind. We will
only offer a refund on goods purchased if the goods are deemed faulty.

At times, it could be possible that the item you have ordered, for some
reason is no longer available. If this occurs we will contact you within 48
hours to offer an alternative suggestion, alternatively we can cancel your
order and refund your money at this point.

No refunds or exchanges will be given on sale items. Sale items cannot be
placed on back order.

Faulty Items: If your goods arrive damaged or you find them to be faulty
then please contact us via telephone as soon as you can (within 7 days from
receiving your order). We will refund or exchange (if still in stock) any
items that we agree to have been found faulty or damaged. All damaged or
faulty items must be returned to us at the shop before a refund or exchange
can be processed. We will also reimburse you for the freight incurred for
sending the parcel back to us as long as you use Australia Post.

Once your faulty/damaged items are received back to our store and it is
agreed that they are in fact faulty/damaged, we will arrange either an
exchange or refund. If we are refunding you, we will refund you for the
amount you paid for the goods plus the freight incurred by you to return
the goods to us (freight return cost will based on the most cost effective
freight fee available). Please contact us prior to sending your goods back
so we can determine the best and most cost effective way for your goods to
be returned to us. Your refund will be processed either via paypal or eway
within 48 hours of your damaged/faulty goods being received by us. Refund
method will be based upon the form of payment you used to pay for your
initial order.

Privacy

At Five On Fern we respect your privacy and as such your personal details
will be kept safe and confidential and will not be disclosed, exchanged or
sold unless otherwise required by law. As an online customer, your email
address will be added to our database to receive our online newsletter.
Should you wish to not receive this email, please unsubscribe via the
provided links.

Layby Terms and Conditions

At Five On Fern we offer a 4 week lay-by service for in-store
customers. A minimum $20 transaction is required to set up a lay-by. Upon
setting up a lay-by, a 20% deposit or a minimum $20, whichever is the
greater value is required to be paid at the time of your order.

Individual items will not be separated from the lay-by until final payment
has been made.

You are expected to take your goods in full once you have paid out your
lay-by.

All items remain the property of Five On Fern until your lay-by has been
paid in full.

Regular weekly payments are required. If weekly payments are not made, you
are in breach of your lay-by agreement and risk your lay-by being cancelled.

If the lay-by is cancelled within the lay-by period, then all monies will
be refunded less the initial 20% or $20 deposit. If you fail to make
regular weekly payments / or do not finalise your lay-by by the due date
(without contacting us for an extension) your lay-by risks being
cancelled. If your lay-by is up to 14 days overdue, and you have not
contacted us for an extension, your lay-by will be cancelled, the stock
will be returned to the store and you will forfeit your deposits to a
maximum cancellation fee of $30.

If your lay-by exceeds 14 days overdue, your lay-by will be cancelled
without any further contact, the stock will be returned to the store and
you will forfeit your deposits to a maximum cancellation fee of $50

Lay-by cancellation fees are applied to cover all admin and storage costs
associated with the lay-by. The length of time the lay-by is overdue is
also taken into consideration upon determining the cancellation fees,
especially when the items on lay-by are seasonal stock items.


Security capabilities and policy for transmission of payment details

What information do we collect and how do we use it?

When you place an order through this website, we need to know your name,
e-mail, phone number, address and credit card details if paying by credit
card. This allows us to process and fulfill your order successfully. It
also helps us in maintaining your account.

How do we protect customer information?

When you place orders, we use a secure server. The secure server software
(SSL) encrypts all information you input before it is sent to us.
Furthermore, all of the sensitive customer data we collect is protected by
several layers of encryption and several layers of security to prevent
unauthorised access.