Customer Service
Please contact us for any and all customer service enquiries.
Delivery & Dispatch
Orders are processed and dispatched on weekdays. For same day dispatch, place your order before 11am AEST.
Orders can be sent to residential and business addresses as well as Post Offices boxes.
Tracking numbers will be provided to the nominated email address on final processing of your order. You can track delivery of your order through the Australia Post website.
We cannot guarantee delivery dates, however if there are any expected delays with your order our customer service team will contact you.
Domestic Shipping
Regular Post starting from $7.90
- Metro - normally expect delivery within 2 - 5 business days from dispatch
- Regional - normally expect delivery within 5 - 10 business days from dispatch
Express Post starting from $9.00
- Metro - normally expect delivery within 1 - 3 business days from dispatch
- Regional - normally expect delivery within 3 - 5 business days from dispatch
The cost of shipping will be calculated at checkout and is determined based on weight of shipment and Australia Post charges.
Please refer to the service updates on the Australia Post website for further information regarding delivery timeframes and any disruptions that may be occurring.
International Shipping
Standard shipping to international countries may be available but is dependent on whether Australia Post is shipping to those countries and if the countries are accepting international shipments. Express shipping is not available.
The cost of shipping will be calculated at checkout and is determined based on weight of shipment and Australia Post charges.
Please refer to the service updates on the Australia Post website for further information regarding delivery timeframes and any disruptions that may be occurring.
Returns
Exchanges
If the size isn't right, we'll exchange it!
The AIS Shop exchange process is super easy to follow - and you have 30 days to get it sorted! All we ask is that any product/s you return to us for exchange are in original condition; with all tags attached, any packaging intact, and your proof of purchase is included.
- Post your requested exchange item(s) back to the AIS Shop, Leverrier St Bruce ACT 2617.
- Include a copy of your order confirmation inside the parcel. Please leave a note on the order confirmation with a request for exchange and what size you would like
- Please confirm any contact details on your order confirmation are relevant and up to date so that we can contact you in the event that there are any issues with your exchange
Please allow up to 5 business days (not including shipping times) for the AIS Shop to process your exchange.
Damaged or Faulty Products
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
If there is a major problem with a product the AIS Shop will repair, replace or refund the cost of the product. Examples of a major problem are when the product:
- has a problem that would have stopped you buying it had you known about it;
- is unsafe;
- is significantly different from the description of the product; or
- does not do what it is supposed to do
but does not include damage caused by misuse or returns simply due to change of mind.
If the problem is not major, we may choose to give you a free repair instead of a replacement or refund if this is possible.
If we cannot repair the product within a reasonable time, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.
For more information about your Consumer Rights, please visit the ACCC website.
Returning Damaged or Faulty Products
The AIS Shop encourages all customers to contact us on as soon as practicable in the event that a product purchased may be damaged or faulty.
To organise a return of a faulty product please contact us.
Proof of Purchase
Returns must be accompanied by an AIS Shop order confirmation or other verifiable proof of purchase, such as a Bank Statement.