Customer Care
Peter's of Kensington Customer Care aims to make shopping easier and worry free. For your information, we have detailed our store and website policies. You can view these by selecting one of the options below. To talk directly with a staff member, please call (02) 9662 1099 or from outside Australia +61 2 9662 1099 during Store Hours. Alternatively, email us at enquiries@petersofkensington.com.au.
> Ways to Pay and Order
> Shipping Rates and Details
> Return Policy
Ways to Pay and Order
Peter's of Kensington offers two ways to order and two ways to pay for products outside of our Kensington retail store.
Purchasing via our Secure Website
Whether just window-shopping or looking for something in particular, we have made browsing, searching and selecting items hassle free for our customers.
While you are on any page of our website, you can utilise the Search functions at the top right of your screen. You will be able to search by Department, Brand or Keywords as well as any combination of these.
Once you've found something you think you might want to purchase, just click "Add to my Shopping Bag". Your Shopping Bag will stay with you while browsing our store, displaying a running total at the top of your screen while you continue to shop.
We devised 6 quick steps to make purchasing online with Peter's easy.
| 1. |
Your Order - can be adjusted anytime while you shop, just click on the shopping bag icon at the top of the screen. When you're ready to purchase, just click on "Next Step: Gift Wrapping". |
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| 2. |
Gift Wrapping - allows a choice of colours for complimentary wrapping for individual products priced at $30 and over, as well as a personal message for an accompanying card. Once you have made your selections, click on "Next Step: Shipping and Billing". |
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| 3. |
Membership Sign In - if you are a member of the Peter's of Kensington website, you can log in here to save youself some time as your membership account will store your name, address and telephone details. If you are not a member, you can register for free membership. Should you not wish to become a member just yet, just enter your email address then click on "Continue". Your email address will only be used to send you your Order Confirmation. |
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| 4. |
Address Details - ensure that you have both your billing and delivery address details on hand, as well as a contact telephone number for yourself, and for the recipient of the parcel should it be destined for an address other than your own.
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| 5. |
Payment and Shipping - ensure that you have your credit card handy to enter your card number, expiry date and security code, which are required to process your payment. Here, you will also need to select your Shipping Method. These charges include packaging and delivery via the service you have selected within Australia and are calculated on the average weight of your total purchase as well as its destination. |
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Receipt - once your card has been approved, a receipt page complete with an order number is presented as confirmation of your purchase. These details will also be sent in the form of a tax invoice/receipt by email. A packing slip which outlines your order will also be included when your parcel is delivered. The packing slip, however, will not contain pricing information. |
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Purchasing via Phone/Mail Order
Peter's Mail Order staff can help you with any pre-purchase enquires you may have, as well as take an order and arrange payment by credit card or cheque if you prefer. Mail Order staff can be contacted by:
| Phone: |
(02) 9662 1099 |
| Fax: |
(02) 9662 7835 |
| Mail: |
57 Anzac Parade, |
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Kensington, |
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NSW 2033 |
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Please be sure to include the following if faxing or mailing your order:
Name, brand, quantity, colour, size for each product.
Your name and address
Your daytime telephone number
Shipping Rates and Details
Please ensure you enter the correct delivery address as parcels which are returned to us as undeliverable will incur a re-dispatch fee. Freight charges paid for the original dispatch are not refundable.
Peter's of Kensington only delivers to addresses and post office boxes within Australia.
Your parcel will be delivered by Australia Post's eParcel service, Australian air Express or Fastway Couriers during normal business hours. Upon delivery, the goods must be signed for. If a signature cannot be obtained at the time of delivery, a card will be left informing you of how to collect your parcel during normal business hours. Parcels will be held by each of the delivery services for their maximum hold time. However, should you not respond to their respective calling cards and the parcel is returned to us as unclaimed, further freight charges will be payable for re-dispatch. Freight charges paid for the original dispatch are not refundable.
Even though at Peter's of Kensington, we take pride in the care we take with packing all of our internet, phone and mail orders, sometimes, accidents or errors happen. Notification of faulty, damaged, incorrect or missing products must be received by our Customer Service Department within 48 hours of your parcel being signed for. Should your parcel contain a damaged or faulty item, Peter's will provide instructions on how to return goods in an appropriate manner. These details can be obtained either by telephone on (02) 9662 1099 or by email at enquiries@petersofkensington.com.au.
The following charges are a guide for Standard Rate Delivery:
At present, estimated dispatch time is between three and ten working days. However, if you request changes to be made to your order after it’s been placed, your order may take a few extra days to leave our warehouse.
| Destination |
Small Parcel
(no larger than 22x16x12cm and under 500g)
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Small to Medium Parcel
(no more than 3kg)
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Medium Parcel
(no larger than 30x43x35cm)
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Large Parcel
(no larger than 40x47x57cm or 65x37x24cm)
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Extra Large Parcel*
(no larger than 60x47x57cm)
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| Sydney Metro |
$5 |
$7 |
$7 |
$7 |
$7 |
| Regional NSW |
$5.50 |
$9.50 |
$9.50 |
$9.50 |
$9.50 |
| ACT |
$5.50 |
$9.50 |
$9.50 |
$9.50 |
$9.50 |
| Victoria |
$5.50 |
$11 |
$11 |
$11 |
$11 |
| Brisbane |
$5.50 |
$11 |
$11 |
$11 |
$11 |
| Regional Qld |
$5.50 |
$16 |
$16 |
$16 |
$16 |
| Adelaide |
$5.50 |
$13 |
$13 |
$13 |
$13 |
| Regional SA |
$5.50 |
$17 |
$17 |
$17 |
$17 |
| Tasmania |
$5.50 |
$14 |
$25 |
$25 |
$25 |
| Perth |
$5.50 |
$14 |
$25 |
$25 |
$25 |
| Regional WA |
$5.50 |
$18 |
$30 |
$30 |
$30 |
| NT |
$5.50 |
$19 |
$38 |
$38 |
$38 |
* Should the contents of your Shopping Bag exceed the dimensions of an Extra Large Parcel, your order will be packaged as two or more parcels and freight charges will be quoted accordingly. In the event that you place a very large order and our website is unable to calculate freight, you will be prompted to telephone or email the store for a freight quote.
Return Policy
Return of Goods:
For information regarding the return of goods purchased in-store or online, please contact our Customer Service Department in one of the following ways:
Please have your receipt or order number available for all returns.