FAQs

General Enquiries  

Are your products genuine or copies?

All our products are genuine. We do not sell any fake or copy products what so ever. We guarantee the authenticity of all our products. These are backed up by genuine Australian Warranties.

 

Can you help me with my grooming problem?

Yes definitely. We will answer any of your grooming dilemmas. Contact us through the chat, phone or click on contact us and tell us your problem, and we will assist you. 

 

Can you help me find a product that is not on your website?

Yes, any products that are not listed on our website, we will do our utmost to order it for you. Please click on contact us and tell us your product.

 

I'm scared about putting my credit card on the internet?  

Rest assured we offer a 100% secure site. We use Shopify Payments and Paypal as our payment gateway to ensure your optimum security. We also accept Afterpay and Zip Pay payments.

 

How long is the warranty of your products?

All products are genuine and come with the manufacturer’s warranty. Every product has a different warranty period. Please phone us if there are any queries.

 

Can I place an order over the phone?

We are more than happy for you to phone us on 1300 487 114 to place your order over the phone. 

We accept payment via a Visa or Mastercard for phone orders. 

Our business hours are Monday to Friday 9am to 5pm. If you do contact us outside of these times we will respond to you as soon as possible. 

If you were wanting to pay via Afterpay, Zippay, Klarna, Laybuy or Paypal we are unable to process this over the phone. If you wish to contact us we are more than happy to help assist you over the phone with placing the order this way or we can email you an invoice for payment so this payment method can be used. 

 

Do you offer trade discounts or accounts?

Above The Collar already offers competitive prices direct to the public and we

are not able to offer any trade discounts or wholesale trade accounts.

Please call us on 1300 487 114 or email us at sales@abovethecollar.com.au

 

Are your products cruelty free/vegan?

We do stock a wide range of cruelty free and vegan products.

Please check our website and feel free to contact us for recommendations as we are more than happy to help! 

We are happy to price match with other Australian websites. Only in some instances are we unable to.

 

Do you price match?

We ask that you call us on 1300 487 114 or send us an email to sales@abovethecollar.com.au and supply us with a link for the other website so we can confirm the request for you.

 

Do you offer gift wrapping?

Purchasing a Gift for someone? Why not add gift wrapping and make it a little more special! You can add this option to your shopping cart for $10.95 when you are at the checkout page.

 

I wish to place a corporate order. How do I do this? 

We are more than happy to assist you with placing a corporate order with us. 

Please contact our team via email - sales@abovethecollar.com.au with your needs and we will be in touch. 

Account Enquiries  

Why should I create an account with Above The Collar?

By creating an account with us on our site you will have access to all the latest products, grooming trends and promotional offers via our email newsletter. 

 

How do I create a new account with Above The Collar?

Simply click on the Account section of our website or click here and fill in your details. 

Don't forget to sign up to our newsletter so you never miss out on the latest promotions and offers! 

 

I have forgotten my log in details. How do I access my account?

You can reset your password on our site by selecting ‚ÄėForgot your password‚Äô on the Account log in page or¬†click here

You will then be asked to enter the email address used to setup your account, and an account recovery email will be sent to your email address, where you will be able to reset your password and access your account information. 

 

Can I change the details on my account?

You can¬†change and¬†update your details by logging into your account¬†via¬†our site and¬†going to¬†the¬†‚ÄúMy¬†Account‚Ä̬†section¬†where you will be able to update your address details.

Sadly we are not able to change the billing address.

If you need to update your email address or any other details please feel free to contact our live chat, call us on 1300 487 114 or email our friendly customer service team at 

sales@abovethecollar.com.au so we can assist you further with this. 

 

How do I unsubscribe from your newsletter?

To unsubscribe from our newsletter, simply open any newsletter you have received from us, scroll to the end of the email and click on the unsubscribe link.  

If you need any assistance, please feel free to contact us via our live chat, call us on 1300 487 114 or email our friendly customer service team at sales@abovethecollar.com.au so we can assist you with this. 

 

Do you have a wish list?

Our team is currently working on having a Wish List as an option to be available on our site at a later stage, however, please feel free to email us at sales@abovethecollar.com.au so we can assist you further. 

 

Do you have a rewards/loyalty program?

We have an ambassador program where you can get the chance of free products and many benefits. You can join through the ambassador page on our website or click here.

Orders & Promotions

The item I want is out of stock. What should I do?

We receive stock daily from our suppliers so anything out of stock will be replenished within a few days. 

If the item is showing as ‚ÄėAdd to Cart‚Äô you will be able to add this item to your¬†cart.¬†¬†

However, depending on stock levels if you are after multiples of the same item, you will only be able to add the amount that we currently have in stock. 

You can get in contact with us for further updates via our live chat, call us on 1300 487 114 or feel free to email our friendly customer service team at sales@abovethecollar.com.au

 

Issues ordering multiple of the same item.

Our website will not allow you to purchase multiples of the same item if we do not have the stock on hand. 

If you require multiple items please contact us and we can make special arrangements to get the desired quantity in from our supplier.

 

Multiple charges for the same order

Seeing multiple charges for a single transaction can be worrying, but it doesn’t necessarily mean you have been charged multiple times.

If you have noticed a duplicate payment after completing your order, and you have only received one email order confirmation from us after checking out, we would recommend contacting your payment platform as an error may have occurred.

In most cases, the money for duplicate transactions is sent back to your balance within a week.

 

My payment failed

If you are trying to place your order and your payment method has failed, we would recommend using a different payment method to complete your order.

Otherwise feel free to contact our customer service team on 1300 487 114 or via email - sales@abovethecollar.com.au so we can help resolve this for you. 

 

Problems placing an order

If you are having any issues or problems placing your order please feel free to reach out to our customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au and we can help trouble shoot this with you. 

We can also accept orders over the phone with a Visa/Mastercard payment, or even email you an invoice for payment if you are wanting to use a different payment method such as Paypal, Afterpay, Zippay etc. 

Sometimes certain browsers can cause issues with placing orders. We would recommend clearing your browser history and trying again or trying to place your order on another browser. 

 

Can I choose or change my sample?

Our free samples/gift with purchase items are between our Purchasing team and Suppliers and they cannot be changed or swapped for another free gift.  

Once you have met the requirements for the promotion, the free gift will appear in your cart at check out.   

Unless specified in our promotion that the gift with purchase can be selected at check out, then these gift options will appear as a banner at the checkout page for you to make a selection. 

 

Can I purchase a gift card?

We offer E-Gift cards valued at $50, $100, $200, $300, $500 or custom amounts. Click here to check them out. 

 

Do you offer any promotion?

To view our latest promotions and offers please Click here

 

Can I apply more than one promo code for my order?

Unfortunately, our system only allows one code per order. 

There are times when multiple promotions are on with different codes, we would recommend working out which code to use to maximise your savings! 

 

I am having trouble using my discount code.

If you are having any issues or trouble trying to use your promo/discount code please check the following- 

  • ¬†Are you entering the code correctly in the ‚ÄėDiscount Code‚Äô section at checkout?
  • ¬†Is there a minimum spend for this code¬†to be activated¬†and does it exclude appliances¬†and fragrances?¬†
  • ¬†Is this code linked to your account/email? Are you logged into your account on our site?¬†
  • ¬†Have you received this code via a third party website? As we sadly do not accept codes from third parties.¬†
  • ¬†Are the products in your cart specific to the code you are trying to use?¬†

Our promo codes are set up to be used once per order, so if you have already used this code for a previous order you will be unable to use it again. 

Our system only allows one code to be used per order, you are not able to use multiple codes per order. 

Some of our codes have an expiry date, please check the T&Cs for the promotion to see if the code you are trying to use is still a valid code. 

If you have looked into this further and this code is still not working for you, please speak to our friendly customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au so we can assist you with this. 

 

How do I enter a discount code at check out on my mobile device?

If you are checking out using your phone and have a discount code to apply, simply go through the checkout steps as usual.

Once you are at the payment¬†section scroll up to where it says ‚ÄėOrder Summary‚Äô click on this and the discount code section should drop down for you to enter your code.¬†

 

How do I use my store credit?

To use your store credit, please make sure you are logged into your account on our site first. 

Once you have reviewed your order at check out and are happy to proceed, enter your store credit code in the ‚ÄėDiscount Code‚Äô section at check out and this total will be deducted from your order amount. Once this has been updated you will be able to proceed with your preferred payment method for the remainder of your order total.¬†

If you are having any issues applying your store credit to your order, please reach out to our friendly customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au so we can assist you further with this. 

 

Has my order gone through?

Once your order has gone through and has been successfully placed with us you will receive an email confirmation with your order number and details.

If you are at the check out/payment section and you are unsure if your order has been completed, please check your spam/junk email folder for an email order confirmation, as well as your bank account to see if any funds have been deducted from your account. 

If you already have an account with us, please log into your account and you will be able to view your past orders. You can check in this section to see if your order has gone through. 

 

Can I amend / cancel my order?

We make no guarantees that we are able to cancel, amend or make any changes to your order once it has been placed.   

If you wish to cancel your order or make any further changes like address changes, shipping method upgrades or change in quantities for your order, please contact us as soon as possible on 1300 487 114 or via our live chat platform. Our business hours are Monday to Friday 9am to 5pm. Alternatively please email us at sales@abovethecollar.com.au. If you do contact us outside of these times we will respond to you as soon as possible. 

Once your order has been sent to our warehouse for processing, it is very difficult to action these requests however, we will try our best to do this for you. 

If your parcel is processed in the warehouse and we are unable to cancel your order for you, returning your parcel back to our warehouse will be at your expense. 

Please refer to our returns policy at click here

We are not liable for replacements or refunds for parcels that are delivered to incorrect addresses provided, we always recommend reviewing your cart and shipping details before you check out! 

 

How to place an order with us?

To place an order with us log on to abovethecollar.com.au

1 - Use the search bar to find the products you wish to purchase. 
2 - To add items to your cart, click on 'Add to Cart'. 
3 - To review your cart, click on the 'Bag' icon located at the upper right corner of the page. 
4¬†-¬†When you're ready to¬†finalise¬†your order, click on ‚ÄėCheckout‚Äô and your order summary will appear for you¬†to¬†review, once reviewed click on ‚ÄėCheck out Now‚Äô¬†
5 -¬†Fill in your preferred Shipping Address, Shipping Method and Payment Option then click on¬†‚ÄėContinue to Payment‚Äô to proceed with¬†your¬†payment.¬†

You will receive a confirmation email shortly after you have successfully placed your order. 

 

Why is my discount code not working?

All discount codes exclude bundles and Chanel - otherwise your code may not be eligible for the products you have in your cart. If you believe your code meets the T&C's Please contact us and we'll sort it out for you asap.

 

Is there any insurance with our order?

Yes, all our deliveries within Australia have insurance of up to $1,500 with every order at NO EXTRA CHARGE.

Returns

Do you accept returns?

  • We do accept returns within 140 days of invoice date
  • Change of Mind returns are accepted, however you can receive a full credit for the returned item. Buyer is responsible for return postage and re-postage¬†
  • All items need to be in original condition, unused and unopened or else the refund/return will not be granted
  • On the rare occasion a good appears to be faulty, we will have it assessed once sent back and we will cover the return postage and re-postage

 

How will I receive my refund?

Once your returned parcel is received back at our warehouse, your refund will be processed back through the same payment method used to place your order. 

Once your refund has been processed you will receive an email confirmation of this. 

Please allow up to 5 business days for the funds to reach your account. 

If you do not receive these funds after the 5th business day, we would recommend contacting your payment platform.

 

Incorrect item received / missing item.

If you are missing an item or have received the wrong product to what you have ordered, please take a photo of the incorrect product or what you have received, and send it through to our Customer Service team within 7 days of delivery. 

Please note: Do not use or dispose of this item until you have contacted our Customer Service team and received a response, or you will not be eligible for a refund or replacement.

 

Change of mind return

Change of mind returns are accepted at Above The Collar, however the buyer is responsible for return postage. We also offer an option of a full store credit or refund for the item once returned in a resale-able condition. 
The returned product needs to be unopened, unused and in original packaging. If the returned product is not in this condition, you will be denied a store credit/refund and the product will be returned to you with an extra shipping charge of $7.95. 

Please select your products carefully as we are unable to facilitate store credit/refunds for change of mind returns that have been used and are not suitable for you. 

Special consideration is taken in regard to returns for an allergic reaction to the product or if the item may be faulty. Please contact our customer service team on 1300 487 114 or email sales@abovethecollar.com.au before returning your item so we can give you the correct returns information. 

Please note for returns for allergic reactions/possible faulty items the product will need to be assessed by both our team and the brands supplier, as we need to follow a specific procedure for these types of returns. 

 

RETURNS - What To Do:

1. Contact us

If you would like to return product, please contact on our customer service team at sales@abovethecollar.com.au and/or call us at 1300 487 114

Please ensure you send through photos of the product and the invoice as well as a detailed description as this makes the process much easier and faster for you!

2. We will contact you

One of our amazing customer service representatives will contact  you within 24 - 48 hours via email with instructions on how to return this to us along with a pre-paid returns link if eligible.

3. Pack up your product and send it back to us

Once you have been given instructions and/or a returns label, please pack your item up carefully with substantial packaging inside so it can reach us without damages.

Please feel free to reuse the Above The Collar box or bag your order was sent in to make this easier!

Please print off your return label if one is give to you and stick this on to the front of your box, (if you are using your original box, please ensure ht new label is covering the old one)

Finally, drop your parcel off at an Australia Post in a post office box or directly at a Australian Post Outlet and email us through the tracking number so we can keep up to date with this!

4. What happens next?

We will get in contact with you as soon as this is received back at our warehouse,

This can take up to 7 business days for metro areas and even longer for regional and/or remote areas. 

 

Faulty or Leaking / damaged product

If you have received a faulty or leaking/damaged product, please contact our Customer Service team within 7 days with photos of the issue, your packing slip and a detailed description so we can sort this out as soon as possible for you.

Please note: Do not dispose of this item until you have contacted our Customer Service team and have received a response, or you will not be eligible for a refund or replacement.

Please understand, for any faulty goods we need to contact our suppliers and follow a specific procedure so please bear with us while we investigate. We will have an answer for you as soon as possible.

Shipping

How much is it for postage in Australia?

A flat rate of $7.95 per order for Standard Postage and $10.95 for Express Postage  anywhere in Australia regardless of number of items ordered. However, any deliveries over $60 are FREE! (standard postage)

 

How long will my delivery take to arrive?

  • 1-6 ¬†business days within Australia for standard postage.
  • 1-3 business days, within Australia for Express Postage.

 

Where is my order?

Once your order is dispatched you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel. 

You can also look into your tracking through the links provided below to see your updates with each new scan & an estimated delivery date.

If your parcel has been dispatched with Australia Post, Click Here to see further tracking notifications by entering your personal tracking number.

Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at sales@abovethecollar.com.au or call us on 1300 487 114.

 

I have not entered my address correctly on my order

If you notice your shipping address is incorrect or incomplete, please reach out to us immediately.

We make no guarantees that we are able to make changes to your order once it has been placed. 

It is your obligation to ensure all your address details are correct on your order for us to ship your parcel correctly. 

Once your order has been sent to our warehouse for processing, it is very difficult to make these changes however, we will try our best to do this for you. 

Your parcel will be shipped as per your instructions. Once the parcel has been delivered to the provided address, we will not be held responsible and we are not liable for replacements or refunds for parcels that are delivered to incorrect addresses provided. We always recommend reviewing your cart and shipping details before you check out! 

If your order has been¬†dispatched from our warehouse and is in the care of¬†Australia Post, you¬†will be able to¬†amend your address once your¬†tracking has been updated with Australia Post¬†via their website or the¬†MyPost¬†app¬†Australia Post Tracking App ‚Äď Track parcels and control deliveries on the go - Australia Post (auspost.com.au)¬†.¬†

Simply enter your tracking number via the Australia Post site¬†or¬†MyPost¬†app¬†under the¬†‚ÄėEnter Tracking Number‚Äô¬†section¬†and¬†you will be able to amend¬†your address¬†or redirect your parcel¬†here.¬†

 

How can I track my order?

Once your order is dispatched you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel. The link provided in this email is the best place to view and track your parcel's delivery.   

You can also look into your tracking through the links provided below to see your updates with each new scan & an estimated delivery date.

If your parcel has been dispatched with Australia Post, Click Here to see further tracking notifications by entering your personal tracking number.

Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at sales@abovethecollar.com.au or call us on 1300 487 114.

 

How do I know if my order is ready for pickup?

If you have selected to pick up your order from our Caringbah Warehouse and you have placed the order before 12.30pm Mon-Fri, your parcel will be ready for collection on the same day after 3.30pm.  
 
When your order is ready for collection you will receive an email notification. 

Please DO NOT come to collect your parcel prior to receiving this email notification as your order will not be ready to collect. 

If you are unsure if your order is ready for collection, please call our customer service team on 1300 487 114 as they will be able to advise you of your order status. 

If you do not meet the 12.30pm cut off time then your order will be ready for collection the following business day. 

If the order cannot be fulfilled, head office will contact you as soon as possible. 

 

I think my parcel is lost in transit.

If you think your parcel may be lost in transit, please follow the steps listed below to find the latest update of your parcels status- 

To find your tracking number click on the email tracking link sent to you when your order was dispatched or copy and paste your tracking number into the correct postal service being used to deliver your parcel. 

Make sure the tracking number and address details are correct. 

Once your tracking number has been searched in the system the latest updates will show for your parcel. 

Please check here to see if your parcel has been updated to ‚Äėdelivered‚Äô or if it is saying ‚Äėawaiting collection from your LPO‚Äô¬†

If¬†your parcel¬†is still showing as ‚Äėprocessing‚Äô or¬†‚Äėdelayed‚Äô¬†or¬†has not had any¬†further updates for 5¬†or more¬†business days, or is past the ETA date for delivery¬†please contact¬†our customer service team via our live chat or call us on 1300 487 114 or email¬†sales@abovethecollar.com.au,¬†so¬†we can launch an investigation into this with the postage service.¬†

 

How do I know if my order has been delivered?

When your order has been dispatched from our warehouse you will receive an email with tracking information with a link to track your parcel. 

We would recommend checking your tracking first with the postage service to see if it has been updated¬†as ‚Äúdelivered‚ÄĚ.¬†

If your order has been confirmed as delivered to your address but you are unable to find it, please check your surrounding area for the parcel to see if the driver has put it in a safe place where it's not visible from the street. 

Our parcels are marked as ‚Äúsafe drop‚ÄĚ however it is up to the driver‚Äôs¬†discretion¬†as to whether a location is safe to leave a parcel. If they feel it is unsafe your parcel may be available to collect from your Local Post Office.¬†

If you have searched for your parcel and can still not locate it, please contact our customer service team on 1300 487 114 or via our live chat platform. Our business hours are Monday to Friday 9am to 5pm. Alternatively please email us at sales@abovethecollar.com.au so we can create an investigation into this with the courier company for you. 

We do not take responsibility for orders that are lost or stolen once the parcel has been delivered to the correct delivery address    

 

Steps to check delivery.

To check your delivery status, you will need to find your tracking number. You can click on the email tracking link sent to you when your order was dispatched or copy and paste your tracking number into the correct postal service being used to deliver your parcel.  

Make sure the tracking number and address details are correct. 

Once your tracking number has been searched in the system the latest updates will show for your parcel. 

Please check here to see if your parcel has been updated to ‚Äėdelivered‚Äô or if it is saying ‚Äėawaiting collection from your LPO‚Äô¬†

If you need further assistance, please feel free to reach out to our customer service team via our live chat or call us on 1300 487 114 or email sales@abovethecollar.com.au