We know this is a tough and scary time right now, we hear you and we feel it too.
Abrand Jeans is committed to the health and safety of our team and community. We want to keep you updated on what we are doing to handle COVID-19.
Our Head Office has taken necessary steps as outlined by the World Health Organisation to ensure that our staff and community are safe. Our employees are now working remotely from home and our Service Denim Store locations are now closed.
Our warehouse remains open and our website is in full swing. Due to the social distancing rules and new health procedures, we are experiencing longer than usual delivery times with some shipments. Please see our FAQ below for more information.
Most importantly, we want you to know that we are here for you as a community and we want to encourage you to be kind to one another. It’s important that we look out for each other during this time.
All of our channels are open for you to come and chat with us and we will make sure to keep sharing relevant news with you.
- Updated 31/03/2020
Frequently Asked Questions
WILL MY ONLINE ORDER BE PROCESSED?
Yes, our online store is still open for business and taking your orders. Currently, these are being processed in the normal timeframe. Our warehouse partner is doing all they can to ensure the safety of staff during this time. We continue to monitor the ever-changing situation closely and will update you if this affects your order.
WILL THERE BE A DELAY IN RECEIVING MY ORDER?
Due to the social distancing rules and new health procedures, Australia Post is experiencing longer than usual delivery times with some shipments. Unfortunately, these delays are out of our control and we apologize for the long wait times. For delivery updates on your shipped order please visit Australia Post with your tracking ID here.
Customers outside of Australia should also keep an eye on updates to your national postal service regarding your local delivery. Some of our major international postal carriers include USPS, NZ Post, Royal Mail, and Canada Post.
Our shipping partner is Australia Post and they are still fully operational at this stage. They have introduced new contactless delivery processes to keep everyone safe, so your order will be delivered via Safedrop or post office collection where necessary. You can stay up to date with any changes to this service here.
I WON’T BE ABLE TO GET TO A POST OFFICE IN THE NEAR FUTURE, CAN I STILL RETURN AN ITEM PAST THE 30-DAY RETURN WINDOW?
We totally appreciate that many regions are experiencing restricted movements currently. We don’t want you to sweat the small stuff, so we’re extending our returns window to 60 days for orders received during March-May 2020. Just ensure all other terms of our returns policy are met, so there is no further hold-up of your return once it is safe to send.
I WILL NO LONGER BE ABLE TO ACCESS THE ORIGINAL SHIPPING ADDRESS I ENTERED. CAN I CHANGE THE DELIVERY ADDRESS?
We’ll do our best to accommodate changes to shipping addresses, however, there are no guarantee amendments can be made to your order once it has been processed or shipped. Please contact us as soon as you can to request this.
I HAVE AN ISSUE WITH AN ABRAND JEANS PRODUCT PURCHASED FROM ANOTHER RETAILER. CAN YOU HELP ME?
Requests for returns, exchanges, or refunds should still be directed to the original place of purchase. We’re more than happy to provide any product advice you need, so feel free to send us a message about this.
WILL I STILL BE ABLE TO TALK TO SOMEONE ABOUT MY ORDER?
If you haven’t found the answers you need online, our team is still here and ready to help you. As we’re currently doing our bit to slow the spread of COVID-19 and working from home, our phone line is temporarily unavailable, but feel free to reach out via live chat or contact form and we’ll get back to you as soon as we can.
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