Customer Service

Shipping & Delivery
Privacy & Security
Returns & Replacements
Ordering
Payment, Pricing & Promotions
Viewing Orders

Shipping & Delivery

All parcels are shipped with Australia Post from Melbourne, and are insured and are traceable. The exact shipping charge will be displayed at checkout, and you have the opportunity to choose your shipping method.  All charges displayed are in Australian dollars.

Estimated standard delivery times to each Australian state are:

NSW/ACT 2 working days

VIC: 1 working day

QLD: 3 working days

WA: 6 working days

TAS: 3 working days

NT: 6 working days 

Express Post : ships overnight to areas in the network, however, please include an additional day to process your order.

Overseas Delivery : Please submit your order and at checkout you will be advised based on your location of the cost of postage based on the weight.

Pompadour will address the goods to the address for delivery that you specified at the time of ordering. Please ensure that you are accurate when you provide your address details. If these details are incorrect, we will not be liable. If your package has not arrived, please check your tracking number with Australia Post, or email sales@pompadour.com.au or call one of the Pompadour team on (03)9557 3356.

If all items you have ordered are in stock, the majority of orders will be dispatched within 2-4 days of ordering with a tracking number for next day delivery. If you order on a Saturday or Sunday, orders will be dispatched 2-4 days from Monday. All delivery dates advised are a general guide only and Pompadour will not be held liable for date delivery of your order since we use a third party contractor.  Should an item be temporarily out of stock, we will email you to advise of the expected delay and other options available.  If you are unhappy with the estimated revised delivery date, you can cancel your order by emailing sales@pompadour.com.au . We will then refund any money paid including the postage and packaging costs, and advise that your order cancellation has been processed by email.

We only ship Monday through Friday, and we do not ship to Post Office Boxes. When ordering please provide a physical address for us to ship. All deliveries require a signature, if you are not there when the package arrives, the courier will leave a missed delivery card with details of how to collect the delivery. We will not accept requests to leave the parcel unattended at the address in a hidden area.  Once the order is dispatched, ownership transfers to the customer.

Privacy & Security

This website is operated by Pompadour. Pompadour respects your personal information.  We are committed to protecting your privacy and provide you with the following information to enable you to choose how much information you provide to us and how we use that information. Personal information will be collected about customers to enable us process any order or enquiry by you. The information you provide to us may include name, email address, billing address, and credit card details. This information will not be on sold to any companies without your prior consent.  We may utilise this collected data in the circumstance that you have signed up to receive any updates from Pompadour about product developments and news that may be of interest. It may also be necessary in the following cases to share some of your data with third parties: Credit card details with our fulfillment parties to process the orders, credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies, with contractors that process the orders you place, with data analysis companies for statistical research purposes to establish the popularity of ranges, and with web hosting companies to perform their set function. Pompadour will share only the specific information they need to perform their function.  Should our business be sold to another company, the data records that make up part of our business will be transferred.

Pompadour employs Secure Socket Layer (SSL) Technology on this website which is designed to encrypt and protect the data which you send us over the Internet. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out more information about the SSL digital certificate registration.  We process all payments using Paypal secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.  Although we take all reasonable precautions to ensure that your data is secure, In the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any of your data, including credit card details that you have provided.  If you thin that your credit or debit card details have been used fraudulently, please contact your financial institution immediately according to their reporting procedure.

Returns & Replacements

We hope that you are happy with your purchase, but if you are not entirely satisfied, please:

1. Notify us via email within 7 days of receiving the goods, along with the order # and the reason you would like to return the goods.

2. We will allocate you with a return allocation number, which should be recorded on the outside of the parcel you send back to us. We must receive this parcel within 14 working days of purchase. Please send to Pompadour. P.O Box 4079 Patterson, Victoria 3204. Note:  If you have purchased your products from one of our stockists, you will need to arrange your return or exchange the item(s) with them directly  .

3. The item you return must be in new, original condition, saleable condition in order to receive an exchange voucher or refund. The purchaser is responsible for paying the return postage to Pompadour. We will pay the return postage of the replacement item out to you. If an item arrives damaged or is in your opinion, defective please contact us immediately to discuss its replacement. The return package must be securely wrapped and boxed to ensure that no breakage occurs. We also recommend that you obtain a tracking number and insurance from the Post Office, as we cannot accept liability for goods lost or broken in transit.

If the goods are deemed to be defective and you would like a replacement, the replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff. We intend to handle any returns within seven working days of receiving the goods. We will refund the price paid by you for the goods within thirty (30) days of being informed of your request for a refund.  Refunds will only be made against the original credit/debit card used.  All items must be returned in their original condition with the correct invoice. All undamaged, correctly returned products will then be credited to the original purchaser's credit card including sales taxes and excluding shipping charges. International customs duties and sales taxes are non-refundable.

Returning Gifts: If you have received a Pompadour product as a gift purchased online from this website, you can return it for an exchange voucher only. You will be required to pay for the return freight of the item. Please ensure that the package is wrapped and boxed securely as above. We recommend that you obtain a tracking from the Post Office, and insurance, as we cannot accept liability for goods broken or lost in transit.

If the goods arrive broken or damaged, or are not what you ordered: Please contact Pompadour at info@pompadour.com.au to advise us of this within 24 hours of receiving the delivery. You will need to go to your nearest Australia Post outlet with the broken package for citing, and to complete any appropriate paperwork. Australia Post will keep the broken items, and if deemed broken in transit will refund the value of the goods to Pompadour. We in turn will then refund the value of the purchase to you, the purchaser, including the cost of freight. If the item is not what you ordered, do not open the seal or use the product. Any product use will be deemed as acceptance by the customer of the item and no further claim can be raised.

Ordering

Orders for online sales will normally be accepted if the goods ordered are available and your credit card is authorised for the transaction. For your security, the name which appears on the credit card must match your account billing name and address. We will contact you if there are any problems with these issues. You will be sent an email confirming your order, and your credit card will be charged on the day prior to dispatch of your order. You may also order by phone Monday to Friday between the hours of 9am and 5.30pm. Please contact one of our Pompadour team who will be pleased to assist on (03) 9557 3356. If you need to change the delivery address after you have placed the order, please have your order number ready when you call our customer service department on (03)9557 3356 or email sales@pompadour.com.au. Depending on where the order is in process we may or may not be able to change the shipping address for you. 

Payment, Pricing & Promotions

We accept Visa/Mastercard, or bank transfer, via paypal You are not required to have a Paypal account in order to purchase. We do not accept American Express, cheques or postal orders. In you would prefer to pay over the phone please call Pompadour on (03)9557 3356 between 9am and 5pm Monday to Friday with your Visa/Mastercard details. Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order  If you are shopping from outside Australia, your credit card company will convert the transaction into your own local currency with the current international interest rate.

GST: All prices quoted on our website are inclusive of GST (Australian) at the current rate (10 %). For orders placed outside of Australia it is your responsibility to claim any tax back. Any customs or import duties levied once the package reaches your destination country will be your responsibility. Pompadour cannot predict or advise regarding any customs levies. 

Viewing Orders

Please click on “My Account” in the navigation bar then “Create An Account”. After that simply follow the instructions provided. If you have any questions please feel free to email us or call us.1. Browse through our website.  2. Click on the relevant image to access the individual item's product page. 3. Choose the quantity and add merchandise to your shopping basket by clicking on the 'add to .  4. Review the items in your shopping bag (remove, delete or update your shopping basket by clicking on either 'remove' 'delete' or 'update').  5. To continue shopping click 'continue'.  6. Proceed to checkout by clicking on 'checkout' and follow the instructions. If you have forgotten your password, please click on "Login" in the upper right-hand corner of the home page and simply follow the instructions provided.