Q: Are you open and still delivering orders?
Q: Is the current delivery lead time more delayed than normal?
Q: Can I view products prior to purchase?
Q: How do I place an order for products that are currently out of stock?
Q: Are all items in stock and ready for shipping?
Q: How much does shipping cost?
Q: Do you offer free shipping?
Q: Does your postage fee include insurance?
Q: When will my order be dispatched?
Q: How long will delivery take after dispatch?
Q: What payment methods are accepted?
Q: Is it safe to make credit card payments online?
Q: How do I make payment via direct deposit?
Q: Will I be supplied with a tax invoice?
Q: What do I do if I have a problem?
Q: What is your returns policy?
Q: Why sign-up to the newsletter?
Q: Are you open and still delivering orders?
A: It's BUSINESS AS USUAL here at Fat Shack Vintage. Our online store and warehouse is fully operational, we’re processing and delivering orders daily. You can place orders through our website or over the phone. Our email and phone support is available should you have any questions or need advice.
Q: Do you have a showroom?
A: No we don't have a showroom. Fat Shack Vintage is an online retailer and does not have a traditional bricks and mortar store to showcase our products. Instead our full range is listed on our website along with detailed information, specifications and images. Feel free to contact our Customer Service Team via phone or email for any clarifications or assistance.
Q: Can I Click & Collect?
A: Yes, you can. For Victorian residents you simply select 'Click & Collect' when going through the check out. From there one of our Customer Service Team will be in touch once your order is prepared and ready to go. Please note we can only hold your order for 2 weeks from ‘ready to collect’ advice before storage fees will apply and must be paid before goods can be released. See our T&C’s for full details.
Q: Is the current delivery lead time more delayed than normal?
A: Ongoing challenges due to the pandemic mean that there will always be occasional delays outside of the norm. This is as businesses operate with additional safety measures to protect people and customers.
Q: Can I view products prior to purchase?
A: We are an online retailer and do not have a traditional bricks and mortar store to showcase our products. Eliminating these overheads allows us to offer prices far lower than traditional retailers with physical stores. To paint a clear picture of each item and help you make the right choice, we put in a lot of effort and care into each product listing to provide you with ample information. We also have a customer service team available to help you via phone or email, if you’d like any further assistance at any stage
Remember, Fat Shack Vintage offers a 60-day return policy for change of mind items, so there is no risk.
Q: How do I place an order for products that are currently out of stock?
A: The system will give you the option of back ordering any product that is out of stock. Follow the instructions and proceed through to check out to place the order. Please click here for full information on how we manage Back Orders. Back orders can be cancelled at any time prior to delivery.
Q: Are all items in stock and ready for shipping?
A: At Fat Shack Vintage we aim to only offer products that are readily available to ship. This means that it is either in stock at our Melbourne facility or there is a lead time to transfer the stock from one of our local Australian suppliers to our distribution facility in Melbourne before dispatching to customers. We have a large 2,000 sqm distribution facility in Cheltenham, VIC that is filled to the brim with stock ready to go. In-stock items are normally dispatched from our Melbourne warehouse within two business days from the date of purchase. With thousands of products available for sale on our website and the nature of supply and demand fluctuations with fast moving goods, it is impossible to keep all items 100 per cent in stock, 100 per cent of the time. We offer a variety of products and finishes to try and suit many tastes, so unexpected delays can and do occur. If it is already known that an item is not readily available to ship and there is an extended delay, lead time information will be available on the item listing for you to view prior to placing your order. All lead times are approximate. If your order is urgent, please contact us for the current stock on hand level of a particular item/s.
At times, an item or items you have purchased can unexpectedly become unavailable for immediate shipping, resulting in an extended lead time. If this happens, our customer service team will notify you as soon as possible to let you know that the item/s will be placed in our back order system. We will also provide you with an estimated lead time required to obtain more stock of the back ordered item/s. If you opt to wait for the item/s after our customer service team has advised you of the back order status, we request that you visit our website to view the listing in question for further up to date lead time information should you require it. Please note that there is a longer lead time for made-to-order items as indicated on the item listing under the 'Delivery & Returns' tab. We cannot cancel made-to-order items for a refund or exchange once production has commenced.
Once all items in your order are available, we will ship your order in its entirety.
We also understand that you may not always wish to wait for an item/s where they are not readily available for shipment. If you wish to cancel such an order, you can do so while the order is still in our back order system by contacting us and we will refund the amount that you paid for the product. Alternatively, you may choose to split your order into separate shipments, which will incur a further freight charge. Please contact us for freight calculations.
Q: How much does shipping cost?
A: The checkout page has a provision to enter your postcode. It will then calculate the shipping price for your order based on your location and the items in your shopping basket. Fat Shack Vintage delivers Australia-wide. Do note some items may be listed as being oversized and to contact us for freight calculations prior to purchase. From the tip to the tail and all the places in between… If you live in Australia we’ll get it to you.
Q: Do you offer free shipping?
A: For any online purchase over $199, excluding some items, we offer free shipping. Oversized items do not qualify for free shipping. For more information and any questions you have related to free shipping, please see our Free Shipping page.
Q: Does your postage fee include insurance?
A: Yes, all shipping costs include full insurance. Please ensure that you check your order in full as soon as you receive it. If there are any issues with the received goods (e.g., a product arrives damaged, your order isn’t as expected or you have any other issues) then please notify us within 14 days of delivery receipt.
Q: When will my order be dispatched?
A: All efforts are made to dispatch in stock items as soon as possible from date of purchase. If your order is urgent call us for current stock availability and to confirm the current lead time before dispatch, should the items not be in stock at the time of purchase.
Q: How long will delivery take after dispatch?
A: All efforts are made to dispatch in stock items as soon as possible from date of purchase.
Typical delivery times after dispatch are:
* Melbourne: 7-13 business days
* Sydney: 5-11 business days
* Canberra: 8-12 business days
* Adelaide: 7-12 business days
* Brisbane: 6-10 business days
* Tasmania: 7-12 business days
* Darwin: 9-13 business days
* Perth: 8-13 business days
For all areas outside these metro locations please allow up to an additional 8-10 business days.
We use Australia Post e-Parcel delivery service which allows your parcel to be tracked. We suggest your shipping address to be where somebody is available during the day to receive the goods. If there is nobody to receive the delivery, please then check your tracking link for further advice on which local Post Office you can collect the goods from. Please ensure that you check your order in full as soon as you receive it. If there are any issues with the delivery received (e.g., a product arrives damaged, your order isn’t as expected or you have any other issues) then please notify us within 14 days of delivery receipt.
A: We supply Australia Post with your e-mail address so that tracking advice emails can be sent to your inbox. This way you will know where your parcel is throughout the delivery process. Rest-assured your email address is not collected or distributed by Australia Post or any other third party.
Australia Post will email you a notification of your tracking number which is sent to your inbox once the item has been dispatched from our end. With this tracking number you can view a tracking summary which will list delivery information that has been captured at various scan points throughout your item's journey.
Visit the online tracking tool here: http://auspost.com.au/track/
Or download the AusPost app to get the most up to date tracking info.
The app has been recently updated to let you know if an item has been delayed at an Australia Post processing facility and you will now receive a notification which reads: "Delayed - waiting to be sorted at facility". Once the parcel has been processed, Australia Post will update the expected delivery date. Customers can also choose to contact Australia Post to receive additional updates.
Q: What payment methods are accepted?
A: We accept payment via Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Union Pay, Afterpay, Zip pay, or direct deposit.
Q: Is it safe to make credit card payments online?
A: All payments made on the Fat Shack Vintage website are highly secure. Our website uses 128 bit SSL encryption technology and is certified level 1 PCI DSS compliant. This is the same level of encryption used by large banks to keep your information secure. As such you can rest assured that any information submitted on our site is secure.
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Q: How do I make payment via direct deposit?
A: Please email your order to info@fatshackvintage.com.au
Don't forget to include the following information:
* Contact Name
* Delivery Address
* Phone Number
* Order Details
We will reply with a custom invoice and instructions on how to make payment within 24 hours.
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Q: Will I be supplied with a tax invoice?
The Order Confirmation email that you receive when you make an order is a valid Australian Tax Invoice. If you have lost your invoice we will be happy to email you a new one. Simply email us at info@fatshackvintage.com.au with your request.
Q: What do I do if I have a problem?
If you experience a problem, big or small, then we want to hear about it. We are here to help so just drop us a line at info@fatshackvintage.com.au and we’ll get back to you in a jiffy. Alternatively, you can also call us on 03 9585 6836.
Upon receipt of your order, please ensure it has arrived in acceptable condition. If there are any damages, faults or problems with your order, please contact us within 14 days of receipt of goods. We will of course replace any damaged items at no additional cost to you and as detailed within our T&C’s and Returns & Warranties Policy pages.
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Q: What is your returns policy?
A: If there are any issues with the delivery received (e.g., a product arrives damaged, your order isn’t as expected or you have any other issues) then please notify us within 14 days of delivery receipt. Please ensure that you check your order in full as soon as you receive it. If the item arrives in tip top condition but you decide that you just don’t like it anymore or have changed your mind, then we offer a 60-day return policy on all eligible items purchased from our website. Please contact us first and then return the item in unused, unmarked condition in its full original packaging within 60 days for a full refund of goods only (delivery charge not refunded, including items shipped for free). Your cost of returning any product to us is not refundable. Products marked as “Clearance” and “Customised / Special Order” items are not eligible for return.
We’ve got you covered for up to 1 year. Warranty periods vary depending on the product type.
Our Lighting Warranty guide can be viewed here.
Q: Why sign-up to the newsletter?
By signing up to the newsletter you will be the first to hear about all new product releases, sales, competitions and promotions!
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