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FREQUENTLY ASKED QUESTIONS

Last Updated on January 22, 2021

How do I know my order has been confirmed?

As soon as you place an order successfully, you will receive an order confirmation email with order number/id if you don’t find this email, please check your spam folder, it will be from “TASCONY”

If you don’t get it, please write us at [email protected]

How can I track my order?

You will receive an email when your order has been processed, this will include the tracking details of your order. All orders (excluding US) are shipped with DHL. US orders are shipped with UPS.

Can I change my order?

Yes, just write us an email within 24 hours at [email protected] and tell us what you want to change and we will do our best to accommodate your request.

Can I add items to my order after I have hit the place order/confirmation button?

Sure, just send us an email within 24 hours at [email protected] and tell us what you want to change, and we will do our best to accommodate your desired items.

How do I cancel my order?

Contact us at, [email protected] within 24 hrs of placing your order. That way we should be able to catch any transaction settlement and shipping before it goes through. Anything after this 24 hour window will be treated as a regular refund.

Order Tracking?  

All express shipped orders can be tracked online. However, not all regular shipments have this option. You can find your tracking number two ways:

  1. Check the shipping confirmation email we sent you (this should arrive in your inbox within 48 hours of purchase). The email will contain a tracking link if there’s one available.
  2. If that doesn’t work: Please email us at [email protected] and quote your order number/customer reference number. We’ll help you with the rest.

How long does the delivery usually take?

Our logistics team will dispatch stock items in 2 to 3 business days, will send you an email once it’s shipped, however please allow us some extra time in case of public holiday or sales time. In such scenario shipping time can also be confirmed at [email protected].   before putting order.

The delivery time by our courier varies depending on the delivery destination, will be communicated tentative date in order confirmation email.

What happens if my items are not available?

TASCONY is committed to provide exceptional customer service and quality products. We endeavour to ensure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an item ordered is not available or we are unable to fulfil your order, we will notify you within 24 hours to arrange a backorder or a full refund.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that each order is secure. SSL encrypts transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

Will my credit card be charged immediately?

Yes, your credit card is charged upon completion of your order at our website. When you enter your credit card information on the final review page, we will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received and we have charged your credit card. We will send another e-mail to notify you when your order has been shipped.

How much is delivery?

Delivery is free for all purchases within Australia or internationbally .

Is there a minimum order amount?

No.

How do I return my product?

If you change your mind (it happens sometimes), please contact [email protected] as we would love to help you exchange or refund your purchase, if returned within 30 days of delivery. There are a few things to note: the return shipping cost isn’t covered, and refunds need to be sent to the original purchaser’s method of payment. All items are expected to be returned in their original condition with all tags and original TASCONY’S packaging intact. Personalized items can’t be changed in case of change of mind.

Remember, all our products come with one year warranty , so if something goes wrong, be sure to let our support team know via [email protected]

*If you are eligible, we’ll email you a return code which you will mention while putting information in the return/exchange form. Get a print out of this form and put in the box where you put your product, if you don’t have printer then just put hand written information at paper which has been asked in return/exchange form. And write us to get updated dispatch address in Australia.

Can I return personalized/customized purchase? 

Sorry, personalized item can’t be returned incase of change 0f mind.

When can I expect my refund?

As soon as we receive your product, our quality assurance team will check the condition of the product, we will initiate a refund of the full purchase price of the product on the payment method you used if everything is in order. Once we refunded the price you will receive confirmation email from [email protected] Depending on the payment method you used your money should be transferred within 3 to 5 business days. Please allow us some extra time during sales time and public holiday.

Can I exchange faulty/incorrect product?

We’re stringent with our quality control, but occasionally something might slip through the cracks. If your product is faulty, or we sent you an incorrect order by mistake, send it back to us within 30 days of delivery for a full refund (including shipping*).In such case please let us inform us at [email protected]. within 24 hrs of receiving your order and pictures (if product was damaged when received). Exchanges are subject to product availability, in case of non-availability you will be notified via email, in such case either we can back order or give you refund.

Do I need a receipt?

Proof of purchase is required to validate a return or exchange. Please include your order number (e.g. WBL1001) or receipt (it’s the order confirmation email which you got after putting your order) at the return/exchange form requesting a return. This way, we can issue a refund, store credit, or exchange that is equivalent to the original purchase price.

What if I don’t have a receipt?

Reach out to us at [email protected] . We will do our best what we can do.

What currency will I pay in?

The site currently hosts USD, GBP, AUD,NZ, CAD & EUR. If your local currency is not applied on your order you will be charged in the default currency which is USD.

Courier company has contacted me regarding an additional payment due on my order, I thought I had free shipping?

If you are offered free shipping on your purchase, this would only cover the cost of shipping your order to you. However, your order may have been subject to duties & taxes applied by your local customs office. Upon ordering you are unable to proceed to checkout without acknowledging the potential duties and taxes you may be faced with. Please note tax & duties may be calculated against the order value prior to any discount or sale prices being applied.

 

How do I pay for any additional tax & duty charges?

Courier Company will contact you if there are any additional tax & duty charges applied to your order. These can be collected by courier company on behalf of your local customs office before or upon delivery.

What happens if I refuse to pay for additional tax & duties on my order?

If you refuse to pay tax & duties applied to your order, courier company will attempt to return your order back to us. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. Please note some countries may not allow your order to be returned for failure to pay tax & duty, in which case a refund is not guaranteed .

Where the TASCONY products are designed?

Our studio is in Wagga Wagga, a beautiful town of NSW, Australia. We design all of our products in our studio and manufacture overseas.

Is there a warranty on my purchase?

Yes, we offer one year warranty on our products.

How do I make a warranty claim?

Before sending your product please send scan image of your warranty card/receipt and send us at [email protected] with your order details and a description of the fault or damage. Including photographs of any fault helps a lot in speeding up claims.

Will the actual product vary from what I see on your website?

The product images shown have the most accurate colour possible. Differences in computer monitors/mobile screens may result in colour variations between the actual product and your computer monitor/mobile screens. Please be advised that in some cases variations in leather grain or texture may also occur due to the nature of full-grain leather. We do our best to provide you with the most accurate images, but please be advised that some small variation in colour & leather texture may exist.

Australia?

Yes, accross the country except P.O.Box

International?

whereever Australia Post has the coverage , except P.O.Box

I haven’t received a shipping confirmation yet, what do I do?

In case you haven’t received any shipping confirmation within 4 business days after you placed the order please contact us at [email protected]

I want to change my shipping address?

Please inform us at [email protected] with the change in address with 24 hrs of putting your order, will put the changes against your order. Later than this will depend upon the circumstances.

Do you ship to p.o box addresses?

Not at the moment.

If I send my package as a gift, will the recipient receive the invoice?

Please indicate in the Special Requests box that your order is a gift. All orders come with a packing slip, which is a list of what is packed in the box — packing slips do not include dollar amounts.

Does somebody need to be at home to accept my order?

Not necessary.

What payment options are offered?

We offer the following payment options:

  • American Express
  • Master Card
  • Visa
  • Paypal

I have problems with my payment – what can I do?

If you have problems with a specific payment provider, please contact us on [email protected] we will investigate the problem and try our best to fix it and will inform you back.

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