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Ensign International
0
Cart0
  • Ties
  • Bows
  • Pocket Squares
  • Accessories
    • Belts
    • Cufflinks
    • Scarves
    • Suspenders
    • Socks
    • Vests
      • Matching Bows
      • Matching Pocket Squares
      • Matching Ties
  • Brands
    • Ensign
      • Bows
      • Pocket Squares
      • Scarves
    • Limited Edition Range
    • Louis Cheval
    • Medici
      • Bows
      • Pocket Squares
      • Ties
    • Pinoti
      • Ties
      • Cufflinks
      • Shirts
  • Stock Range
    • Bridal Collection
    • Satin Collection
    • Matte Satin Collection
    • Self Stripe Collection
    • Spots & Stripes Collection
    • Striped Satin Collection
    • Vest Fabrics Collection
  • Tie Conversion Services
  • Home
  • Returns Policy

Returns Policy

CANCELLATIONS, REFUNDS, RETURNS AND EXCHANGE POLICY

Contact Us First

Please use our Resolution centre and follow the prompts

If you have any issue with a product you have purchased please contact us within 2 weeks of receiving your parcel. If something needs to be sent back then we will allow up to 30 days to send back the goods. You can contact us via:

  • Local Call 02 9550 3222 or from overseas +61 29550 3222

  • Email – warehouse@ensign.com.au

  • DO NOT contact us via facebook, instagram or other social media for product issues as you may not recieve a reply

If contacting us by email please include:

  • Your order number or name that the order was placed under.  

  • Clear photos that show the issue with the product

  • Please give us a brief description of the issue

Allow 1 -2 business days for us to come back to you with a solution.

We will assess your issue and contact you the available options.

 

Time Frame for refunds

  • If a refund has been approved, please allow 7 - 10 days for the funds to arrive back to you.

 

Acceptable options for return:

 

  • Drop off in person to - 3 Mitchell Street Marrickville NSW 2204 Australia during business hours Mon - Fri

  • Australia Post - Visit a Branch

  • Temando - online door to door service(requires a printer and tape)

  • Ship 2 Anywhere - online door to door service(requires a printer and tape)

Ensure you package your returns in an appropriate package. Excessive freight costs due to poorly packaged items will not be accepted.

Damages caused by poorly packaged parcels will not be accepted.

DO NOT mark package as return to sender, your parcel may not arrive to us and we cannot process the refund or exchange if this happens.

DO NOT use any express or VIP or expedited service to return. Only standard low cost with tracking service should be used unless we advise otherwise. For example Australia post standard delivery comes with tracking.

 

Important: Demands for upfront refunds without evidence or proof of issue will be refused and may offend. Please work with us to complete the process properly and respectfully.

 

Cancelling Orders

Should you require your order cancelled then you must contact us immediately. In most cases orders are fulfilled within 1 hour and dispatched extremely quickly and we may not be able to cancel your order in time, in which case please follow see our Exchange of Goods and  Incorrect Purchase section.

If your order is not able to be cancelled, please wait to receive your order and then contact us again.

 

 

  • DO NOT Mark the box return to sender - the parcel may get lost and we cannot refund you

  • DO NOT Leave the box at the post office to be returned to send - the parcel may get lost and we cannot refund you

 

Faulty items or Damaged in Transit

Goods which have been purchased from our sale or factory seconds are sold AS IS and cannot be returned or exchanged due to faults. Factory seconds is an opportunity to purchase usable product which have cosmetic faults at a discounted price.

 

For full priced items - Refunds are available for goods which have major flaws/defects as per Australian Consumer Law. If we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, immediately replace the product with an identical product.

We may require the item returned to us should we require an inspection prior to dispatching a replacement.  

Should we not be able to dispatch a replacement we will then provide a refund.

Should we require an inspection prior to dispatch of replacement or refund,  then the return costs are to be paid by the buyer which will then be refunded upon successful inspection and dispatch of replacement/refund.

 

Exchange of Goods, Account Credit and Incorrect Purchase

 

Stock items can be returned or exchanged at the buyers request. Please contact us via the method at the top to begin this process.

Items which cannot be returned are items which are factory seconds or on sale or that have made to order or cut to order items or any items which cannot be returned to its original condition, for example products which have been cut to size, or engraved products or anything which cannot be immediately used for the next customers order.

Return shipping and costs are are the responsibility of the buyer.

Restocking fee of $6 or 10% whichever is higher will be withheld from the refund in order to cover return costs to our warehouse which includes time, labour and data entry costs.

If your purchase was $100 + freight then we would refund $90 after receiving and inspecting the parcel.

Products must be unopened and unused to be eligible for return. Please keep your shipping receipt for proof of payment for shipping.

Excess shipping fees will not be accepted if we find the packaging was unsuitable or the parcel has excessive empty space, we will make an appropriate estimation of freight that should have been paid . Please repack in an appropriate sized box or cut down the supplied box for the item you are returning or exchanging.

 

You may also request account credit instead of a refund to be applied on your account. Account credit lasts for 12 months and is non transferrable and cannot be exchange for cash refund once entered.

 

Non returnable items

Non returnable items include but are not limited to:

  • Gift Cards

  • Factory Seconds and Sale Items

  • Items that have been misused

  • Where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried at Ensign International

  • Items that are missing accessories or parts

  • Cut to Order or made to order items

  • Worn items

  • Items which are not in original packaging or cannot be onsold as new to the next customer

  • Etched or otherwise personalised items

Returning Branded Items

Please contact us first to ensure you are returning the item in the correct way. Branded items may be required to be returned to an alternate location.

Custom Orders Returns and Delayed Deliveries

Custom orders are non returnable, once you have confirmed your order you will be unable to cancel. 

 

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ABN: 33 099 732 886
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Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Ensign International’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Ensign International’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 3 Mitchell Street, MARRICKVILLE, NSW, 2204, AU. Our ABN is 33 099 732 886. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.

Privacy Policy

YOUR PRIVACY AND INFORMATION

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

When you make a purchase on ensign.com.au or send us a message requesting assistance or information about any of our products and/or services, you acknowledge that by providing us with your personal information you consent to our collection, use, and disclosure of this information both for the purposes for which it was collected and also to communicate with you about a related or ancillary reason which could include but is not limited to the following reasons:

  • To process and fulfil the order you have placed, including communicating its status, and contacting you about delivery
  • To respond to your request for product or service information
  • The date and time of your visit to the site
  • Administer and manage the services we provide you
  • To third party service providers that assist us with the fulfilment of your order
  • For reporting purposes, or compliance in line with our legal obligations
  • To prevent fraud against yourself, Ensign, or another third party
  • To seek your feedback in relation to the products or services you have purchased by way of a product review
  • To improve our website


In order to fulfil all or any of the criteria above, you agree that we may contact you by the most appropriate method and this may include; email, SMS, MMS, mail, social media, or telephone.

YOUR ACCOUNT

If you use the Site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

To purchase Goods via the Site, you may create an Account or check-out as a Guest.

If you check out as a Guest, full access to functionality on the Site may not be available to you including order history, order status, address book and receipt of additional marketing communications or access to tracking number.

In order to create an Account, you must provide personal details and contact information

Regardless of whether you create an Account or check out as a guest you warrant that the details you provide to Us are accurate and correct and you accept the responsibility that fulfilment of your order is predicated on the information you have provided to Us is correct at the time of ordering.

You must contact Us immediately if you believe someone else has access to your Account.

We reserve the right to modify your personal Accounts and/or Orders where the information provided is discontinued or obsolete, incomplete, incorrect, misleading, inactive for a reasonable period, or We have not been able to contact you using the information provided with your Account or Guest account, and/or where We believe your Account is being used for purposes that do not comply with these Terms and Conditions.

We reserve the right to modify or terminate an Account or Account details at Our absolute discretion, including the right to delete, merge or amalgamate duplicate Accounts held by you. We make no warranty to the completeness of the information that you provide Us.

Where We choose to use third-party services in conjunction with this Website, including secure payment options for purchasing Goods from the Site, you may also be required to create and maintain a separate account that may include personal and financial account details. You must comply with the terms of use with these third-party websites.

Non-compliance with these third-party websites may limit your ability to Order, be provided with Goods, rebates or bonus offers in conjunction with your Purchase.

INFORMATION SECURITY

We will take all reasonable steps to protect all personal or company information from misuse, loss, unauthorised access, modification or disclosure.

Your information is stored securely in an electronic form. For example, only personnel requiring access to the information are allowed access. All personal, company or confidential information is stored in secured premises or in electronic databases requiring logins and passwords.

Some information is kept for a number of years to comply with legal requirements. Any personal information that is no longer needed is destroyed.

ACCESS AND CORRECTION

You can request access at any time to view and correct any personal information that we hold. We will process your request promptly within a reasonable time. There is no fee for requesting access to your information. You may ask us at any time to correct personal information held by us about you which is incorrect or out of date.

We aim to ensure that all information we hold, which we collect, use or disclose is accurate, complete and up to date. You should promptly notify us if there are any changes to your personal information.

RATINGS AND REVIEWS

You acknowledge and agree that Ensign reserves the right to publish part or all of any submitted reviews or ratings these may include first name and suburb of participants.

CHANGES TO OUR PRIVACY POLICY

Ensign reserves the right to modify this privacy policy at any time to meet legislative requirements. If changes are made, they will be reflected here in this policy. You are invited to contact Ensign via phone or email if you have any questions or concerns regarding this policy.