Frequently Asked Questions
The item I want is out of stock. What now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. We generally do not restock items once they have sold out, but we're happy to receive stock requests. If you would like to receive a notification if your size becomes available again, send us a note with the product details and we'll notify you by email if it does come back online.
Is there somewhere I can go to view a product before purchasing?
We are stocked at Fitzroy Emporium at 91 Smith Street, Fitzroy VIC 3065 where you can view our full range and try something on for size. The designer boutique's trading hours are online at www.fitzroyemporium.com. If you have any other product enquiries, please contact us.
Can I place an item on hold or lay-by for purchase at a later date?
No, we do not offer a hold or lay-by service. Items must be ordered and paid in full immediately.
Do you place items on back-order?
No, items are not placed on back order and we try to avoid advertising products that are not in stock. If your desired item has sold out, you will be contacted by our Customer Service team and a full refund will be arranged.
Do you have gift cards?
No, unfortunately we do not offer gift cards at this time.
Do your prices include GST and other taxes?
No. The good news for our customers is that we are not required to charge GST or other retail product taxes, so our products are currently GST and tax free. This may change in the future, but for now you can enjoy our reduced prices. Note however, that orders shipped internationally (to an address outside Australia) may incur GST, customs charges or duties upon the parcel's arrival at its destination port. These fees must be paid by the recipient directly to the relevant Customs Service or its authorised service provider. pjMe is not responsible for and will not reimburse any of these charge and duties.
Is it safe to shop with you?
We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.
Our payment system is secured by SSL technology and offers the highest level of security available in the payments industry (PCI DDS Level1). All card numbers are encrypted on disk with AES-256. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assured that your credit card and bank account information is secure every time you make an order.
How can I provide feedback about a product?
We love hearing from our happy customers and sharing the positive feedback with our team. To help spread the word, you can leave a review on our Facebook page. Sharing your experience will help other shoppers decide whether a style is right for them.
There was a problem with my order. Who do I contact?
Contact us immediately.
Has my order been successful?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. For further assistance, contact us.
How do I change my order after purchasing?
How do I cancel my order after purchasing?
Contact us immediately. Your order can be cancelled as long as your order has not been shipped.
What payment types do you accept?
Credit Cards (Visa, MasterCard, American Express)
Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. Our payment system is secured by SSL technology and offers the highest level of security available in the payments industry (PCI DDS Level1). All card numbers are encrypted on disk with AES-256. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assured that your credit card and bank account information is secure every time you make an order.
My credit card details are not being accepted. What's wrong?
Please check that:
There are no spaces in your credit card number
Your delivery address is the same as the address linked to your credit card
Your name appears exactly the same as on the card
If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact us.
What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
How do I sign up for PayPal?
Who do I contact if I have a problem with my PayPal account?
Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.
When will my payment be deducted from my Paypal account?
When placing an order, payment will be deducted from your PayPal account immediately.
My order hasn't arrived. Who do I contact?
How do I change my delivery address after my order has been placed?
We try to process and pack your order as quickly as possible. Your delivery address can only be changed by us as long as your order has not been shipped. To change your delivery address, contact us immediately.
Once you have received a notification that the parcel has been shipped, it might still be possible to change the delivery address as long as tracking does not state ‘delivered’. For Australia Post deliveries you can do this by creating an account with Australia Post and redirecting the parcel to a new address.
Do you offer express shipping?
Unfortunately, we do not offer expedited shipping. However, you can give us a call and we will do our best to pack and process your order as soon as possible.
What if my item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us so we can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.
RETURNS AND EXCHANGES
How do I exchange an item?
You can exchange an item for a different size by posting it to our mailing address along with a note stating your preferred size and original order details. We suggest that you contact us as soon as possible so that we can hold your preferred size for you until we receive your returned item. Please note that we cannot exchange items for products in different styles. Check out our Exchange Policy for more information.
How do I return an item?
Post it to our mailing address within 100 days, along with a note stating your original order details and reason for return. Check out our Returns Policy for more information.
When will I receive my refund?
We process all refunds within 24 hours of receiving your returned item. Keep an eye out for your refund notification - we’ll let you know once it's done.
Note that your financial institution may take an additional 2-5 business days to clear the funds back into your account.