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So, What’s Factorie all about?
We’re fresh fun and don’t take life too seriously. Factorie is a brand for girls and guys looking for quick fashion-wins that don’t cost a mint. There’s always something new to get excited about and of course those must-have essentials that every wardrobe needs…
The coolest denim washes! Statement prints! Awesome accessories! Casual hoodies and trackies! Walls of wicked tees and more. Factorie is clothing heaven for those who wanna have a bit of fun with their fashion.
Born in 2007, and growing to well over 140 stores we’re everything you’d expect from a brand that loves a carefree lifestyle of friends, music, good times and laughter. Factorie takes inspiration from the beach to the street and all the awesomeness in-between.
You’ll find us all over Australia, New Zealand and South Africa with new stores opening regularly … wait and see where we pop up next!
Whether it’s a road trip, a festival, a day chillin’ on the beach or kicking back with mates – you’re sure to find a Factorie look to suit your style.
Shop online or see you in-stores!
p.s. Come see what we’re up to on Twitter! http://www.twitter.com/factorie_au
p.p.s Oh, and if you want to join the crew and score some awesome bonus perks, here‘s the click http://www.factorie.com/about/careers.html
Factorie & The Cotton On Group
Responsibly Made 
As a business, we are proud of what we’ve been able to achieve on this journey thus far.
At the same time, we know we are on a path of continuous improvement and need to continually find new and better ways of operating.
For our team members and customers to trust and respect us, we need to demonstrate that profitability can’t come at the expense of operating ethically.
This means that we have a responsibility to our customers, our people, our suppliers and our business partners globally to provide them with transparency across our operations and assurances on the way we conduct our business.
Ethics is not something new to us. From day one, a deep sense of family and social responsibility has run at the core of Factorie and The Cotton On Group. We know that as our global operations continue to grow, we need to make responsible decisions at every turn – not only because it’s the right thing to do, but because it’s the best way to do business.
Factorie and The Cotton On Group’s operations are guided by our Ethical Framework, developed to solidify our focus and make sure our teams are part of our journey to impact positively on people’s lives globally – across our customers, our suppliers, our partners, our team members and the community more broadly. The framework sits hand-in-hand with our Ethical Sourcing Program, including our 14 Rules To Trade supplier code of conduct, which guides and governs the ethical supply of our products.
We view our supplier base as an extension of our family and that those who work for our suppliers, work with us. We maintain long-term relationships with selected suppliers to ensure their commitment and understanding of our 14 Rules To Trade.
As part of our people-first approach and drive to get better at what we do, we increasingly invest in resources and infrastructure, working with our suppliers to educate them on the importance of 14 Rules To Trade and focus on improving workers’ conditions. In instances where remedial action is required, we work closely with suppliers to ensure corrective action is implemented and improvements are made.
Our current goal is end-to-end mapping of all suppliers and materials used in our products, including raw materials. So as we delve deeper into our supply chain, we’ve set a goal to achieve 100% public disclosure across all stages of production by the end of 2018. A transparent and sustainable supply chain is an important part of our commitment to responsibly made product, but we also genuinely believe it’s the right thing to do.
Factorie is part of The Cotton On Group’s brand portfolio and therefore sources materials from the same suppliers.
Shipping & Delivery 
Welcome to the Factorie online store shipping and delivery terms and conditions. Please read the terms and conditions below carefully before placing your order.
Delivery Information 
Free standard shipping to Australia on orders over A$50!No promo code is required – free shipping is automatically applied at checkout. Free shipping is a limited promotion and not available for orders delivered outside Australia.
Delivery Timeframes 
Region                                                                 Standard                                                          Express 
Melbourne Metro 
Sydney Metro 
Canberra Metro 
Brisbane Metro 
Victoria Regional 
Adelaide Metro                                               3 – 5 working days                                    1 working day 
New South Wales Regional 
South Australia Regional 
Tasmania (excl. remote areas) 
Perth Metro 
Darwin 
Alice Springs 
Queensland Regional (excl. Far North Qld)    5 – 8 working days                    2 – 5 working days 
New South Wales (2890 – 2899)                        9 – 26 working days                  3 – 7 working days 
Far North Queensland 
Western Australia Regional 
Northern Territory Regional 
Tasmania (remote)                                                 7 – 18 working days                   3 – 7 working days 
Outside Australia                                                    9 – 26 working days                   Unavailable 
Delivery Costs 
Australia standard shipping AU$10.00 
Australia express shipping AU $14.95 
New Zealand standard shipping AU$10.00 
Rest of the world standard shipping AU$50.00 
Please note the delivery charge does not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.
Processing Your Order 
Standard Shipping OrdersAll orders with the Standard Shipping option will be processed and dispatched from our warehouse within 2-4 working business days. Our warehouse is a Monday to Friday operation, subject to Public Holidays.
Please note standard shipping times are additional to these time frames, and vary from region to region. Please reference our delivery notice above for your expected delivery time in your region.
Express Shipping OrderesExpress orders placed before 2pm AEST will leave our warehouse on the same day. Express orders placed after 2pm will be processed the following business day.Express post delivery times will then apply once your order leaves the warehouse.
Please note express shipping times are additional to these time frames, and vary from region to region. Please reference our delivery notice above for your expected delivery time in your region.
Delivery Conditions 
Next business day delivery to roadside addresses and offshore islands within these zones is not guaranteed. For any updates to expected delivery times, please refer to the Australia Post website.
Please note that you can track your order for an Estimated Time of Arrival from Australia Post website http://auspost.com.au/track
You will need to sign for your order when it arrives. If you are not available to sign for your order, Australia Post will leave a note with instructions for pick up from a designated post office.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
Please note that international orders cannot be delivered to Post Office boxes.
Please note that nail polish cannot be shipped internationally. You can find more details on the United Postal Union Convention website.
Problems With Your Order? 
For customer and online enquiries, please our customer service team on 1800 043 142 (AU) between 8am-6pm (AEST) Monday to Friday, or visit our Help Centre.
Please have your order number ready for any order-related enquiries.
Our Return and exchange policy
If something isn’t right or you just change your mind, don’t sweat it, we are happy to accept a return. Please read below for all of the details you need to know.
To return your online purchase for a refund, simply head into your nearest factorie store. If that’s not possible, you can also return them for a refund via post.
Please note that in store purchases must be returned or exchanged in store and cannot be returned via post as it all gets a little tricky for everyone. 
How to return an online order in store 
Drop into your nearest factorie store with your unwanted item(s) and don’t forget to bring your proof of purchase!
You also must provide the packaging slip included in your order and the tax invoice we emailed to you. Sorry, it’s just one of those legal things we have to do.
Once the return and exchange policy has been met, we’ll offer you a refund or an exchange in store, on the spot.
If you placed your order using Afterpay, you can return your item in store for an exchange only. For return instructions, see our Afterpay Returns information.
Return instructions for in-store purchases 
If you purchased an item in store, you can return it to any factorie store for a refund or exchange, subject to our, you guessed it, Returns Policy.
Items purchased in store can’t be returned by post because that just gets confusing for all involved. Drop into store with your unwanted item(s) and don’t forget to bring your proof of purchase!
Once the return and exchange policy has been met, we’ll offer you a refund or an exchange in store, on the spot.
If you purchased your item(s) using our Store to Door service, please refer to the return instructions for online purchases.
How to return an online order via post 
If you want to return an item purchased using Afterpay, refer to our Afterpay Returns information.
Head to returns.factorie.com.au and fill in your details. Then print out a postage label.
Complete the return form that would have come with your order, pack the item(s) for return with the return form in a box or satchel, attach the postage label and head to your local post office.
Once we receive the package and confirm that it meets the Returns Policy, we’ll process your refund and send you an email to let you know. The refund will appear in your bank account in about 3-5 days after you hear from us. If there are any issues or your return doesn’t meet our policy, we’ll contact you and we can send your parcel back to you, but we’ll chat about it first.
The important stuff – please note: 
changed your mind?
If you change your mind about the products you have purchased from us (it happens, you’re human), we can refund the purchase price or exchange those products in the country in which they were purchased subject to the following conditions
Item(s) must be returned within 30 days of purchase, together with proof of purchase. 
Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached. Returns for swimwear will be accepted if the protective gusset and labelling have not been removed. Underwear, earrings and cosmetics cannot be returned or exchanged because that’s gross! 
Gift cards, sale, clearance and seconds items are not eligible for a refund or exchange if you change your mind. 
If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above, so make sure you post it back to us in good time. 
You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.
Received something faulty? 
If something is faulty or incorrectly described or different from the sample shown (first of all, sorry, this is our bad) we will happily meet our legal and good natured obligations which may include refunding the purchase price and delivery charges, or providing a replacement product provided the item is returned within a reasonable time with proof of purchase. We would also love to make you a cup of tea to say sorry but some things just aren’t possible. 
Shipping costs can’t be refunded if there are other items listed on the original invoice that you aren’t returning. That’s fair, right?
How to return an item purchased with Afterpay 
You can return your Afterpay purchase in store for an exchange, or via post for a refund.
Just make sure your return meets our Returns Policy above, then follow these steps.
To exchange your item:
Drop in to any factorie store in Australia with the item you want to exchange. 
Bring along your packing slip or the tax invoice we emailed you as proof of purchase. 
As long as the Returns Policy has been met, we’ll offer you an exchange in store, on the spot. 
To return your item for a refund:
Head to http://www.factorie.com.au/afterpay-return to submit a request. 
Select the Afterpay option in the Returns and Exchanges form, and complete with your details. 
We’ll contact you by email with everything you need to return your order for a refund. 
Please Note: 
Your personal information will be used according to our Privacy policy to process your refund or return
Buy Now, Pay Later with Afterpay 
Buy what you want today and pay it off over four fortnightly installments.
How does it work? 
To make a purchase using Afterpay, all you need is: 
An Australian credit card or debit card 
To be over 18 years of age 
An Australian residential address 
How do I use Afterpay? 
Add items to your shopping bag and checkout as normal 
Select Afterpay as you payment method – you will be redirected to the Afterpay website 
Register or login to your Afterpay account 
Enter or verify your payment details then confirm your order 
Please note: The funds for the first payment must be available on your nominated card at the time of checkout.
For more information about Afterpay terms and conditions, visit the Afterpay website.
AFTERPAY 
How do I return an item purchased with Afterpay? 
You can return your Afterpay purchase in store for an exchange, or via post for a refund. Just make sure your return meets our Returns Policy, then follow the steps below.
To exchange your item:
Drop in to a Factorie store that stocks the brand of item you want to exchange. 
Bring along the tax invoice we emailed you as proof of purchase. 
As long as the Returns Policy has been met, we’ll offer you an exchange in store, on the spot. 
To return your item for a refund:
Head to www.factorie.com.au/afterpay-return and submit a request. 
Select the Returns and Exchanges form and complete with your details. 
We’ll contact you by email with everything you need to return your order for a refund.
What if I can’t pay an instalment? 
If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here.
What cards does Afterpay accept? 
Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept any prepaid cards or foreign debit/credit cards.
When will my first payment be charged? 
All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order and 6 weeks have passed since you placed that order. For online orders under $500 placed thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase. For all orders over $500, your first payment will always be deducted at the time of purchase.
When will I get my order? 
Your Afterpay order delivery times will be the same as our standard or Express timeframes. Visit our delivery page for more information.
WHO DO I CONTACT IF I HAVE QUESTIONS ABOUT AFTERPAY? 
For any queries about Afterpay, including payments, declined orders, or your Afterpay account, email info@afterpay.com.au. 
For more information about Afterpay, visit the FAQs on their website.
IS THERE A MINIMUM ORDER VALUE FOR AFTERPAY? 
Afterpay can be used for orders over $20.

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