Help & FAQ'S
Orders & Payments
CAN I CANCEL MY ORDER?
If your order has not yet been picked and packed you are able to request a cancellation. You will be issued with a gift card for the value of the item/s you would like to cancel. As this is change of mind we cannot offer a refund. This policy also applies to pre-order items. If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at poly-rized.info@gmail.com.
CAN I MAKE AN AMENDMENT TO MY ORDER?
We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure the best chance of our team to make any relevant updates to an item or postal address. (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but are not limited to peak periods, such as public holidays, sales and spring racing season may prevent us from making amendments in time.
I JUST PLACED AN ORDER, WHERE IS MY EMAIL CONFIRMATION?
In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder, please email poly-rized.info@gmail.com with your name and order number after checking this. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.
WHAT ARE YOUR PAYMENT OPTIONS?-
Billy J accepts payment via Amex, Visa, Mastercard, and Afterpay. Gift Cards and Credit notes can also be used.
Returns/Credit Notes
HOW DO I MAKE A RETURN?
First thing is to ensure your return falls inline with our return requirements. You can then follow the link below to purchase and print a returns label and dispatch your order within 14 business days of receiving it (30 if you are international or rural). If you are international, you will need to take your return to a local post office and dispatch from there. At this time we do not offer free returns.
Refer to our Returns page.
DO YOU OFFER EXCHANGES?-
At this stage we cannot offer a straight exchange, but, you can send your item back for a store credit to then re purchase the correct item.
DO YOU OFFER REFUNDS?-
We unfortunately do not provide refunds (see the link below for our criteria on accepting refunds). For more information please our Returns page.
WHAT IS YOUR RETURNS POLICY?-
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return of any full priced or most sale items for a STORE CREDIT, subject to the following conditions:
- Any items 50% off the RRP or more are FINAL SALE and cannot be returned. However faulty items can be returned once Customer Service has been emailed.
- Items must be returned within 14 days of receiving your parcel. This is extended to 30 days for International customers. We suggest that all items are tried on as soon as they are received to ensure you are able to return items within the timeframe.
- Items must be returned in original condition, unworn, unaltered, with their tags attached.
- Gift Cards – Gift Cards may not be returned or exchanged for cash and are valid for 3 years from the date of issue. All vouchers purchased on our website can be redeemed on our website.
- Unfortunately online purchases cannot be returned in-person.
For more information please click HERE.
If you have any questions regarding your return, please contact poly-rized.info@gmail.com .
WHY HAVE I RECEIVED A GIFT CARD?-
You have received a gift card/credit note because you have returned something, at this time we do not offer refunds unless your item is deemed with a major manufacturing fault by our suppliers.
Delivery & Shipping
HAS MY ORDER BEEN DISPATCHED?-
We process orders on business days, which are Monday to Friday and exclude public holidays in Sydney, Australia. If you purchase any of the items on a non-business day, we will process the purchase on the next business day. Please note: Mondays orders will be dispatched on Tuesdays.
Please allow 24-48 hours to dispatch your order. Most orders placed before 1pm will be sent the same day, however, there can be unexpected delays, especially in peak periods or after sales so your patience and understanding is appreciated.
IF I AM NOT HOME TO SIGN FOR MY PARCEL WILL IT BE DELIVERED?-
If you are located within Australia we give Australia Post ATL (Authority to Leave). You will receive an option prior to delivery by the postal company if you prefer the item be taken to a local post office. Please note if there is no safe place to leave your parcel the postal company will likely take your parcel to a local post office.
If you are international you will need to sign for your parcel, unless you give your countries postal service ALT (Authority to Leave).
MY PARCEL HASN'T REACHED ME?-
It can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived. Within Australia? Keep a close eye on your tracking as 3 business days may be added to the original arrival date, Australia Posts rules not ours*
You will be able to track your parcels via: https://auspost.com.au/mypost/track/#/search
Outside of Australia? Again we advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this. But of course reach out with any queries at any time!
HOW LONG UNTIL MY DELIVERY REACHES ME?-
Australia Domestic: 2-7 business days estimate only
Australia Express: 2-3 business days estimate only
USA, New Zealand, Samoa, Tonga, Fiji, Cook Islands: 7-25 business days estimate only
Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared
AN ITEM I WANT TO PURCHASE IS SOLD OUT?-
Missed out on purchasing your favourite item? Email our team at poly-rized.info@gmail.com and our will provide you with information regarding a restock and whether or not there is an ETA. Sold out and on sale? It is likely that this will not be coming back, but again reach out to our team and enquire.
I THINK MY PARCEL IS LOST!-
It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Australia post. Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed. If you have purchased transit cover your parcel may be covered (refer to transit cover policy and procedure). If it is we will need to wait for the case to be closed prior to sending off a replacement if possible. If you have not opted for transit cover, you may not be covered and we will not be able to absorb the costs.
WHY DO I HAVE TO PAY TO MAKE A RETURN?-
As we continue to grow we hope to offer customers the option of free returns, at this time however it is the customers responsibility to cover the cost of return. For Australian Residence you will be able to head over to our returns page and create a returns label for a flat rate of $9.20 regardless of weight or size of the parcel.
General Enquiries
CAN I PURCHASE ITEMS FROM YOUR WAREHOUSE?-
At this point in time Poly-rized will not be allowing our customers to click and collect, shop or try items on from our warehouse. We are a small business just starting out in our home and therefore for privacy and safety reasons we will have your order sent out to you.
I HAVE RECEIVED A FAULTY ITEM.-
We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to our team at poly-rized.info@gmail.com, you may also return the items along with a completed returns form explaining the outcome you would prefer, refund, credit note or replacement.
Our returns department will take your request into consideration but will need to follow the required steps in processing this.
If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund. For items that have minor faults such as something that can easily be mended you will receive a credit note or option of replacement.