CUSTOMER CARE

 

Have any questions or concerns ? We’re always ready to help! Send us an email at customercare@tobus.com.au

FAQ

 

SHIPPING INFORMATION    /   RETURNS    /    SIZE GUIDE

 

 

SHIPPING PROCESSING TIMES

 

DELIVERY TIME


Orders are processed Monday through Friday and are shipped within 48 hours of placement, excluding weekends and public holidays.
We use Australia Post Express which is next business day delivery within the express post network (Australian capital cities and major metro areas). Regional areas outside the express post network may be 2-5 days. (there will be delays due to the holiday season.)

**Please also note that business days do not include weekends or national public holidays. 


AUSTRALIAN CUSTOMERS

Tobus charges a flat rate of $10 for all domestic orders. We use Australia Post Express, which provides you with a unique tracking code for your package that can be tracked online via the following link: http://auspost.com.au/track/. Express arrives within 1-2 business days from the date your order has been shipped. 

If you have not received your items within 4 business days of making your order please email customer care at customercare@tobus.com.au with your full name and order number and we will look into your delivery immediately.  In most cases this means that an attempted delivery has occurred and that your parcel is waiting for you at your local post office for collection.

The delivery cost is a flat rate per order -
 

Country                    Cost                       Delivery Time

Australia                   $10                            1-3 days

 

Once your order is packed and leaves our warehouse you will receive an email with a tracking number to track your parcel with Australia Post. You can track your order using the following link: http://auspost.com.au/track/

 

ADDITIONAL INFORMATION


If you experience any difficulties while entering your Shipping address during checkout or while you are creating an account, please email customercare@tobus.com.au with your full shipping address and contact phone number before you place your order so that an account can be set up for you. 

We are not responsible for lost or stolen packages or packages delayed in transit. 

If an incorrect shipping address is provided by a customer made during the checkout process, the order will be returned to TOBUS HQ and TOBUS reserves the right to charge the customer a of re-shipping fee of  $10 for all Australian orders. 

 

TOBUS ships worldwide.

Orders are processed Monday through Friday and are shipped within 48 hours of placement, excluding weekends and public holidays. Please note that customs fees and any taxes associated with your purchase are the responsibility of the customer.
**Please also note that business days do not include weekends or national public holidays. 

STANDARD INTERNATIONAL SHIPPING

We charge a flat rate $15AUD Standard International Delivery on all orders under 2kg. 

We use Australia Post International shipping services that have a 5-15 business day delivery time once the order has been shipped (shipping time varies per destination). Please note that this does not include customs processing delays.  

We use Australia Post Pack and Track International Services for the following countries:
* Canada, India, Malaysia, New Zealand, Singapore, UK & USA

We use Registered International Services for all other countries. Registered International offers tracking services for certain countries only.

 All international orders shipped via Registered International Mail require a signature upon delivery. In the event that an attempted delivery is made, you will be required to collect your item at your local post office.

All standard international orders are sent with Australia Post and cost a flat rate per order –

Country                                                               Cost                                  Delivery Time

New Zealand – Pack & Track                          $15 AUD                        7 – 14 Business days
United States of America - Pack & Track        $15 AUD                        7 – 14 Business days
United Kingdom - Pack & Track                      $15 AUD                        7 – 14 Business days
Singapore - Pack & Track                               $15 AUD                        7 – 14 Business days
Malaysia – Pack & Track                                 $15 AUD                        7 – 14 Business days
Canada - Pack & Track                                   $15 AUD                        7 – 14 Business days
India - Registered Post                                    $15 AUD                        7 – 14 Business days

PACK & TRACK - TRACEABLE MAIL

You should receive an email from AUSPOST including a unique tracking code for your package. You can use this code to track your parcel via the following links:    

CANADA                   - http://www.canadapost.ca/cpotools/apps/track/business/findByTrackNumber?execution=e1s1

MALAYSIA                - http://www.pos.com.my/pos/homepage/homepg_track.aspx

NEW ZEALAND        - http://www.nzpost.co.nz/tools/tracking

SINGAPORE             - http://www.singpost.com/

UNITED KINGDOM   - http://www.royalmail.com/

UNITED STATES      - https://tools.usps.com/go/TrackConfirmAction!input.action

                                                                                            

REGISTERED POST - Untraceable - signature required upon delivery

Registered International post offers tracking services for certain countries only. All international orders require a signature upon delivery. In the event that an attempted delivery is made, you will be required to collect your item at your local post office. For more information, please contact customercare@tobus.com.au


Please note that business days to not include weekends or national public holidays.

The customer will be responsible for any customs or import charges. You will be emailed a tracking number on dispatch. Delivery time excludes customs clearance delays for your country.

EXPRESS INTERNATIONAL SHIPPING

We offer a flat rate of $48 Express International Shipping also for all order over 2kg. Express Shipping generally takes 2-5 business days to arrive once shipped. Please note that this is not a guaranteed timeframe and delays may occur.

All express international orders are sent with Australia Post and cost a flat rate per order -

 

Country                                              Cost                                   Delivery Time

Oceania (New Zealand)                  $48 AUD                          2 – 5 Business days

North America (USA, Canada)        $48 AUD                          2 – 5 Business days

Asia                                                 $48 AUD                          3 – 7 Business days

The customer will be responsible for any customs or import charges. You will be emailed a tracking number on dispatch. Delivery time excludes customs clearance delays for your country.

TRACKING YOUR ORDER

Once your order is packed and leaves our warehouse you will receive an email with a tracking number to track your parcel with Australia Post. You can track your order using the following link: http://auspost.com.au/track/ or through the website of your country’s main postal service.

CANADA                   - http://www.canadapost.ca/cpotools/apps/track/business/findByTrackNumber?execution=e1s1

MALAYSIA                - http://www.pos.com.my/pos/homepage/homepg_track.aspx

NEW ZEALAND        - http://www.nzpost.co.nz/tools/tracking

SINGAPORE             - http://www.singpost.com/

UNITED KINGDOM   - http://www.royalmail.com/

UNITED STATES      - https://tools.usps.com/go/TrackConfirmAction!input.action


 

INTERNATIONAL TAXES & CUSTOM CHARGES

For all International customers may be required to pay sales tax, duty and/or Customs charges. 

Please note: All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. which may be charged to your purchase upon entry to your country. Please contact your local customs office for further information. TOBUS is not responsible for any additional taxes and customs charges that are requested during the shipment of your order. 

CURRENCY CONVERSIONS

All prices listed on Tobus site are in Australian Dollars (AUD), and charged in Australian Dollars. The bank that has issued your credit card determines the exact exchange rate that you will pay, but in general it will match very closely with the going exchange rates. To get an estimate of approximately what the exchange rate currently is, click the below link: 

XE.com - Foreign Exchange Rate Calculator

 

POLICY AND TERMS


By placing an order at Tobus, you are responsible for original shipping charges, all applicable custom import fees and the cost of return shipping back to Tobus.  This also applies to any shipments that are refused by you at delivery.


ADDITIONAL INFORMATION

If you experience any difficulties while entering your Shipping address during checkout or while you are creating an account, please email customercare@tobus.com.au with your full shipping address and contact phone number before you place your order so that an account can be set up for you.

 

We are not responsible for lost or stolen packages or packages delayed in transit. 

If a customer error in shipping address is made during the checkout process, Tobus reserves the right to charge a reshipment fee of  $15 for international orders.

RETURNS/REFUNDS

 


Before posting your item, you must email us to inform us of your intentions, regarding returning your item.
We do not accept Refunds for change of mind. Please choose carefully.
Our return policy lasts 7 days. If 7 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange.
Buyer is responsible for paying for return shipping cost.

Free Shipping Promotion

During the free shipping promotion, any returns sent back for a refund will have a $10 fee deducted from the refunded amount. This covers shipping and handling cost. Size exchanges will not incur this fee. 

Sale items 

Unfortunately sale items cannot be exchanged or refunded. All Sales are final
.
To be eligible for a return, your items must meet the conditions below.

 

·         In its original packaging

·         Unworn

·         Unwashed

·         No perfume smells

·         No tan marks/stains

·         No make-up stains

·         With tags attached

·         Receipt of proof of purchase

·         Strictly no exchanges or refunds on Bodysuits due to hygiene reasons.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 2-3 business days.

If by chance your item is faulty or has a defect, please contact us via email to arrange a refund or replacement. Our email address is customercare@tobus.com.au

 

Exchanges 

If you need to exchange your purchase for the same item in different sizes, we can't guarantee that we will have the same stock in hand. Feel free to send us an email at customercare@tobus.com.au  and we will try our best for you.

Late or missing refunds

Refunds may take up to 2 business days to process. The refund amount will be returned into your original payment method. If you haven't received your refund, please email us at customercare@tobus.com.au

 

SIZE GUIDE

As we stock a range of different designers, sizing can vary slightly from each brand. We encourage you to read the garment description and check the size and fit details outlined for each individual product. We do our best to accurately describe the fitting of each garment and sometimes will make sizing recommendations if the garment fitting is smaller or larger.

The size chart below is based on body measurements, not garments measurements. It is based on averages only and is to be used as a general guide to assist with determining your size.

How to measure:
Bust- Measure around your chest at the fullest part.
Waist- Measure around the smallest part of your waistline.
Hips- Measure at the widest part, usually 18-20cm below your waist.

SIZE                        XS (6)                      S (8)                        M (10)                    L (12)                      XL (14)

BUST (cm)                82                            87                            92                           97                           102

WAIST (cm)              63                            68                            73                           78                            83

HIP (cm)                   87                            93                            99                          105                          111

 

 

If you are unsure about what size you should purchase and would like to receive more information on the fit or shape of a particular item, please email customercare@tobus.com.au.

 

Happy shopping!

TOBUS

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