Home / Customer Support
Customer Support
Please select from the following
+ Personal Service
+ Pricing & Taxes
+ How to shop on our website
+ Gifts & Gift Wrapping
+ Pickles & Loop E-Gift Vouchers
+ Find Your Size
+ Payment Options
+ Special Offers and Promotions
+ Credit Card Security
+ Postage & Delivery
+ Returns & Exchanges
+ How to care for your Pickles & Loop garments
Personal Service
Pickles & Loop can assist you with online shopping and answer any
questions you have about our products and our online store. If you require assistance, please do not hesitate to call us during
business hours (Monday to Friday from 9am-5pm Eastern Standard Time)
on (612)
9386 0662 or email us anytime at
.
We love hearing from our web visitors so please let us know when
we are doing something well or could be doing something better!
Pricing & Taxes
All prices on our website are in Australian Dollars and include
Australian Goods and Services Tax (GST). Please note that for international purchases we will bill your
credit card in Australian Dollars and your credit card company
will convert
the charges to the relevant currency for you. Your international order may be subject to import duties and
taxes that are levied once your package reaches your country.
Pickles & Loop
does not collect international duties and taxes and is unable
to predict what the particular charges for any country may
be. If you do incur
these additional charges, they are generally payable before
your package can
clear customs. Please contact your local customs office for
further information regarding your country's specific customs
requirements.
How to shop on our website
- You can browse our merchandise categories by using the upper
navigation toolbar and selecting the product type
that interests you e.g. ‘boxer
shorts’, ‘singlet tops’, ‘briefs’.
- To place an order online you need to have browsed
our products and placed items that you wish to purchase
into
your Shopping
Bag. You
can do this by simply selecting the size, and quantity
of an item from the
drop down menus provided on each product page. You
then click on the ‘Add
to Bag’ button. You can keep browsing and continue
to add items to your Shopping Bag. You can add, edit
or remove items from your Shopping
Bag at any time up until you submit a purchase.
- Please note that for each product we
let you know when a size is currently out of stock. Please feel
free to contact
us by
email or
by telephone
to find out when we expect another delivery. Alternatively,
you may wish to consider purchasing one of our other
designs.
- Once you have finished browsing and have
added everything you wish to purchase to your Shopping
Bag you will
need to click
the ‘View
Bag/Checkout’ button in the top right hand
corner of the screen.
- Save your Shopping Bag -
we will save the items in your shopping bag for
up to 48 hours between
visits. This function
is convenient
for the
busy shopper who may need to step away before completing
an order. When you return to our website simply
click on the “View Bag” button
at the top right of your screen and the items you
selected on your previous visit will appear, making
it easy
for you to proceed to checkout.
- Receive Pickles & Loop
Email Newsletters - With your permission, we will
send you e-mail updates
including
information about our new
designs, special offers and more.
Gifts & Gift Wrapping
Sending gifts from the Pickles & Loop online
store is easy! You follow exactly the same steps as if you
were buying something for yourself, and then, when prompted to
do so you can select our gift wrap option. We wrap in gorgeous gift boxes, with tissue paper,
ribbon and a personalized card. Our custom gift wrap service allows
you to wrap
all or some of the items in your shopping bag
for $6.50 each box.
Click here to see our gift wrapping
If you are buying presents
for a number of friends at
once, or something
for yourself and a present
for a friend, follow the
prompts which
will allow you to gift wrap
some items and not others.
You can have the whole
order delivered to your
own address and then give
the presents to your friends
in person.
Alternatively,
you can
send a gift
directly to
the recipient’s
address by
entering their
address as
the delivery
address during
the checkout
process. Please
note that
we require
you to
provide us
with the
name and
contact details
of the
gift recipient.
Should we
encounter any
problems during
the delivery
process, we
will try
to contact
you prior
to contacting
the gift
recipient as
we do
not wish
to spoil
the surprise!
The gift
will be
delivered along
with a receipt
but will
not show
the prices
of the
garments purchased.
Pickles & Loop
E-Gift Vouchers
A Pickles & Loop E-Gift Voucher is a quick
and easy way to send a special gift to a friend or
relative. All you need to know is the recipient’s
email address, the amount you want to spend and the date on which you
want the E-Gift Voucher to be sent to their email inbox! (Please select
a date at least 2 days after today’s date on which to send the
e-gift voucher, as we need time to process the voucher.) You can also
add a personal message to be emailed along with the E-Gift Voucher.
Pickles & Loop E-Gift Vouchers are available in denominations from
$25 -$250 and are valid for one year from the date of issue. Each voucher
contains a unique Voucher Code.
In order to redeem an E-Gift Voucher, the recipient simply browses our
store and shops as normal. During the Payment Details section of the
checkout process, the recipient will be prompted to enter their E-Gift
Voucher Code and, for security reasons, the email address to which the
Voucher was delivered. The entire balance of an E-Gift Voucher (up to
the Shopping Bag total) will be applied towards the order. If the available
amount is more than the amount of the order, the remaining balance will
be available for the recipient to use for a future order. If the available
balance is less than the amount of the order, we will ask the recipient
to put the remaining balance on credit card or send us a money order.
If an E-Gift Voucher has been lost or deleted please contact
us for
assistance.
Click here to see what a Pickles & Loop E-Gift Voucher looks like.
Find Your Size
To make selecting the right size easier for you, Pickles & Loop
have put together an easy to understand size guide. Click
here to view the Pickles & Loop Size Guide.
Payment Options
Pickles & Loop accepts the following credit cards:
If you do not wish to use your credit card over the Internet, or are
having problems with using your credit card on the website, you can
contact us to make a telephone purchase.
We also offer payment by money order. Where this method of payment
is utilised, Pickles & Loop will not be able to dispatch the
goods until the money order has been presented or the funds have
been cleared. Please
be aware that this will add a few business days to the delivery
time.
On the Payment Details page within the checkout process of
our
website, we allow shoppers to redeem an E-Gift Voucher or E-Credit
Voucher
towards a purchase
by entering their Voucher Code in the field provided. Please follow
onscreen prompts carefully.
Special Offers and Promotions
From time to time, we may offer you (for example by email, post or
through a general advertisement) a special promotional discount
on a particular
garment or on your next purchase. These promotional discounts are
only available
for a limited time and will not apply to clearance items, gift
wrap services, shipping
and handling fees and taxes. Further, the promotional discounts
cannot be used in combination with any other discount. Each promotional
offer will
have its
own unique alphanumeric code. In order to utilize a promotional code, you will need to select the
option “I would like to use a promotional code” on the Shopping
Bag screen during the checkout process. Later on during checkout you
will be given the opportunity to enter your promotional code. Please
follow the onscreen prompts carefully.
Credit Card Security
Protecting the safety of your credit card is important to us. Accordingly,
we have implemented a number of security measures to maintain the security
of our website. We use the highest strength Secure Sockets Layer (SSL)
128 bit encryption to transmit your personal and credit card details
with security and privacy. However, shoppers should be aware that
there are inherent risks associated with online transactions. For
further
information regarding credit card security and to view our privacy
policy, please select the “privacy policy” button at
the bottom left hand corner of our website.
Postage and Delivery
Australia & New Zealand
Pickles & Loop are committed to providing great customer service
and strive to dispatch all orders within 48 hours of receiving payment.
Pickles & Loop offer flat delivery rates of:
- $9.50 for Australia; and
- $21.50 for New Zealand.
We use Express Australia Post or courier to make Australian deliveries. Generally, deliveries to anywhere in Australia will take between 1-7 working days (depending on the delivery address).
We use Australia Post for deliveries to New Zealand. Generally, New Zealand deliveries will take between 5-10 working days (depending on the delivery address).
We recommend that you provide us with a daytime delivery address
where someone will be available to accept the delivery, as a signature
is
normally required. If no one is at the specified address at the
time the delivery
is made a notice will be left in your letterbox notifying you of
the attempted delivery and providing instructions for collection
from your
nearest post office or re-delivery.
Please note that Pickles & Loop cannot accept responsibility for
delays in delivery that result from events outside our control (for instance
unusual weather conditions, strikes and natural disaster).
Other countries
Unfortunately, at this time we do not offer a pre-calculated
delivery rate to countries other than Australia and New Zealand.
We hope to be able to offer this service in the near future,
in the meantime, for International orders please contact us
by email at
or by telephone (612) 9386
0662 for assistance. We will deal with your query promptly
and respond with a quote and time frame for delivery.
Returns
and Exchanges
We take great pride in our sleepwear and strive to ensure that
all our customers are more than satisfied with their purchases
and are happy
with our hassle free, efficient customer service! Time frame for returns and exchanges
If you are dissatisfied with your purchase for any reason,
we will gladly assist you with a prompt refund or exchange
as long as you
return your
unused and unwashed item(s) with all tags attached
and packaging intact to us within 21 days of the invoice
date. Unfortunately,
for hygiene
reasons, we are unable to offer returns and exchanges on purchases
of underwear, so please choose carefully.
Please ensure you print off and complete a Return & Exchange
Authorisation Form and enclose it along with the items you wish
to return or exchange.
Our policy is to process refunds and exchanges within 5 business
days of receipt.
Click
here to print a Returns & Exchange
Authorisation Form.
Returning an item
To return an item(s) please complete the appropriate sections
of a Returns & Exchanges
Authorisation Form and enclose it with the item(s) you are
returning. If possible please also enclose a copy of your receipt.
Part 3B of
the form allows you to indicate whether you would prefer to
receive a refund
or a merchandise credit note which will be emailed to you as
an E-Credit Voucher.
Exchanging an item
To exchange merchandise, please complete the appropriate
sections of a Returns & Exchanges Authorisation Form
and enclose it with the item(s) you wish to exchange. If
possible please also enclose a copy
of your receipt. Please be sure to indicate your exchange
requirements clearly. If the item(s) you have requested
are out of stock or discontinued
one of our customer service staff will contact you and discuss
some alternative options.
When exchanging merchandise for a different item that is
more expensive than the item(s) originally ordered, be
sure to indicate
your preferred
method of payment for the difference by ticking the relevant
box on the Returns & Exchanges Authorisation Form (money
order or credit card).
When exchanging merchandise for a different item that is
less expensive than the item(s) originally ordered, our
policy is
to provide you
with a merchandise credit note for the difference that
you can put towards
your next order which will be emailed to you as an E-Credit
Voucher.
Postage and handling policy for returns and exchanges
We regret that the original postage and handling charges
are non-refundable as they are an actual cost incurred
by us. However, in circumstances where we have inadvertently
dispatched an item(s) that is faulty or that does not correspond
with your original order and you wish to exchange the merchandise,
we will deliver the exchanged item(s) to you anywhere in
Australia free of charge.
For all other exchanges a re-delivery fee is to be paid by
credit card or money order at the time the merchandise
is exchanged. A re-delivery fee of $9.50 will apply for Australian
deliveries and $12.50 for New Zealand deliveries.
For international re-delivery rates when exchanging merchandise
please contact us for assistance.
Address for returns and exchanges
Please note that we are
not responsible for any merchandise that is damaged or lost
en route to us. For this reason,
please be
sure to
pack the item(s)
you wish to return and exchange carefully and send
the package by a prepaid, insured and traceable method
to
the address
below:
Pickles & Loop Designs Pty Ltd
PO Box 301 WAVERLEY
NSW AUSTRALIA 2024
How to care for your Pickles & Loop
garments
Cotton Poplin: The fabric in our
boxer shorts has been treated with a soft peach finish
for extra comfort. A cold machine wash with no bleaching
agents is needed to keep this fabric in top condition.
Do not soak. Lay flat and dry in the shade to keep
colours vibrant. Do not tumble dry. Warm iron on reverse.
Do not iron prints. Do not dry clean.
Cotton Knit:
2x2 rib knit cotton has been used for extra comfort
and stretch in our singlet tops. We have
used pre-shrunk fabric in our singlets to prevent
non uniform shrinkage. For all our cotton knit garments
we recommend a gentle cold machine wash with like
colours
and no bleaching agents to prolong the life of your
print and garment. Do not soak. Lay flat and dry
in the shade to keep colours vibrant. Do not tumble
dry.
Warm iron on reverse. Do not iron prints. Do not
dry clean.
Cotton flannel:
Soft and luxurious cotton that has been brushed on
both sides is used
in our flannel pyjamas.
For your cosy flannels we recommend a gentle cold
machine wash with like colours and no bleaching
agents to prolong
the life of your garment. Do not soak. Lay flat
and dry in the shade to keep colours vibrant. Do not
tumble dry. Warm iron on reverse. Do not iron prints.
Do not
dry clean.
Cotton woven yarn dyes:
Woven yarn dyed means that the yarn is dyed before
the
fabric
is woven. Cool and
comfortable makes this fabric ideal to sleep
in all year round. A cold machine wash with no bleaching
agents is needed to keep this fabric in top condition.
Do
not soak. Lay flat and dry in the shade to keep
colours
vibrant. Do not tumble dry. Warm iron inside
out.
Do not dry clean.
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