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Customer Service

Ordering

For your convenience, there are a range of easy options to allow you to place an order.

Online - www.elfreeman.com.au

Email - info@elfreeman.com.au

Phone - 0428 248 285

Payments accepted include Credit/Debit Card, Direct Deposit and payments through PayPal including Paypal Pay in 4. If collecting your order directly from us, we can also accept cash on collection for final payment Note: orders require a deposit or full payment before they will be processed or started. This will only apply to custom orders or orders placed directly via phone, email or in person. Please do not send cash through the post as we cannot be responsible for stolen, lost or missing cash.  Pay in 4 is provided and available through Paypal, please see their website for further details and information.

Shipping and Delivery

We use Australia Post for sending orders. We offer a flat rate shipping Australia Wide for any number of items up to 3kg. Postage options will be in the checkout once you have added items to your cart. If the order is oversize and/or bulky there may be a small extra surcharge or your order may be sent in multiple parcels. We also offer free local pickup for customers that live within the area and wish to collect their order. We will advise once your order is ready to arrange an appointment for collection either from our workshop or from one of the local markets we attend if preferred. Postage does not include insurance for items over $100, which cover loss or breakage during transit for most items and is provided through Australia Post. If you wish to have your order sent with insurance please contact us and it can be arranged at your expense through Australia Post. For further information on insurance or postage please see the Australia Post website. This applies to both domestic and international orders.

Orders that are in stock generally ship within 3-5 working days once full payment for your order is received. You will be notified by email once your order has been shipped with a tracking number. Lead times and availability for products and those that are 'Made To Order' are stated in the description for products and should be taken into account when ordering. If you select products that are in stock and made to order in the same purchase and you wish to have the in stock products shipped immediately, your order may incur an extra postage fee once the made to order products are ready for shipping.

All our products are handcrafted in our workshop in small quantities, therefore occasionally there may be a waiting time on popular items that are normally in stock. If a product is temporarily unavailable or there is a delay in the production of an item we will advise with an expected completion time-frame.

International Orders

International shipping is available at an additional charge. We are more than happy to organize international shipping if required. Pricing will be advised via email upon completion of your order once we have the weight and size of your parcel. If you would like an estimate of pricing to send internationally before placing an order please contact us and we will advise you of shipping and handling options and pricing.

Custom Made

Custom “items”, “products”, “work” and “orders” are considered to be any product that is made to order specifically for that customer. This includes products that are a standard design which has been modified from its regular design and incorporates a change that may include, but is not limited to: changes to colour, hardware type or style, extra holes, leather as well as additional pieces, designs, stamping, carving, lacing etc. 

All custom items require a non-refundable deposit before that item will begin to be made. The deposit amount will be based upon a value or percentage, depending on the type of work agreed upon. Once a custom order has been started we cannot cancel the order or issue a refund.

Extra holes on belts, straps etc. : If you require extra holes on your product (belts for example), please note that once added we are unable to exchange due to the customised nature of the addition. We can add up to 3 holes at no extra charge, after this there will be an additional cost due to the time to add extra holes.

Gift Cards

Gift Cards are valid for 36 months from date of purchase and are redeemable through our online store. Gift cards are provided in the form of an e-Gift card where the recipient will receive an email for the Gift card with a unique code for use at the checkout. They can be used in part or full at time of purchase. Balances are available upon enquiry. Please see our contact details for this. We can not refund the balance of/or gift cards once purchased.

Returns, Refunds and Exchanges

E.L.Freeman seeks to maintain the highest quality standard in all workmanship and business practice. If you have a problem with a product or service, please contact us via email: info@elfreeman.com.au or phone 0428 248 285

A return item must fall under the following categories:

  a. A product is faulty, damaged or defect in its function or workmanship, as deemed by E.L.Freeman.

  b. It does not match the description or purpose for which it was sold.

  c. In accordance to Australian Consumer Law, if there is another reasonable problem that is within your rights that is not listed           here

  d. If a product has been ordered by the customer in the incorrect size – excluding custom orders – you have 30 days to                    exchange a product for the correct size needed. Products must still fulfil the above terms.

Custom items are non-returnable or refundable unless they fall under category (a).This also applies to products that are 'made to order'. We do not offer refunds or returns for change of mind. Please consider if this product is right for you before ordering.

 

To Return a Product:

  1. The product must be returned with proof of purchase either in the form of a receipt or tax invoice, or another acceptable means as deemed by E.L.Freeman.

  2. The product must be returned in the same condition that it was received with no damage, marks or usage, otherwise refund or exchange may be refused.

  3. You will pay your own shipping costs for returning your item. We will not be responsible for damage or loss to the item during shipping. Please keep tracking numbers for reference.

  4. Shipping costs are non-refundable. If you receive a refund, shipping costs will be deducted from your refund.

Refunds will be provided within 5 business days via the original payment method. 

Cancellations
All orders or products cancelled will incur a $15 administration fee. If you need to cancel your order, you must advise by email within 2 business days of ordering, otherwise a 20% cancellation fee will apply to products cancelled. Custom or customised orders cannot be cancelled once we have started making the order due to the custom nature of the piece. A
ny cancellation fee's will be deducted from the balance less administration fee. You are welcome to advise of a cancellation by phone and follow up with an email to confirm. Once an order is shipped we cannot cancel the order.

Privacy Policy

Any personal information that is disclosed to E.L.Freeman is used only to complete your order or to help further the service provided to you. We care about protecting your privacy and any credit card information you provide is not kept, nor any personal details disclosed to others or third parties unless required to do so by law.

 

Terms of Service

This website is operated by E.L.Freeman. Throughout this site and any related media, terms “we”, “our” and “us” refer to E.L.Freeman. By visiting and/or purchasing from us or our site, you engage in our service and thus agree to be bound by our terms and conditions as stated.

You understand that content – excluding payment information i.e. Credit card details – may be transferred un-encrypted and may involve changes to conform to various networks, devices or technical requirements and also involve various network transmissions. You agree to provide accurate, current and complete information for all purchases and all personal information supplied including email and mailing address’, contact information and credit card details. The provision of personal information is governed by the Privacy Policy.

Do not reproduce, copy, duplicate, sell, re-sell or exploit any portion of products, designs, images or service produced or supplied by E.L.Freeman without prior written consent or permission.

We reserve the right to modify, change, alter or discontinue products at any time without notice. Prices, descriptions and variations for products, services and shipping costs are subject to change without notice and we shall not be held liable for these or any other changes including discontinuance. Occasionally throughout this site or other media, there may be information that contains errors, omissions or inaccuracies that may relate to, but is not limited to, pricing, product descriptions, offers or promotions, availability or shipping charges. We reserve the right to at any time, without prior notice; correct any errors, inaccuracies or omissions; to update or change information and to cancel orders if information supplied by you or us is inaccurate.

'Gift Ideas' are intended as a suggestion for gifts that may suit individuals. Please use your own discretion when deciding on suitable items for gifts.

E.L.Freeman shall not be liable for any injury, loss, claim, or damages of any kind in the use of our products. We will repair any faulty workmanship or errors that we are notified of, as stated in our Returns policy, should they occur.

Every effort has been made to ensure images and colours of products are displayed as accurately as possible to how they appear. Due to variations in data display capabilities, it cannot be guaranteed that any colour will be fully accurate.

 

As leather is a natural product, variations between individual pieces can occur. These can include variations in dye distribution and colour; thickness of leather; blemishes, wrinkles, small holes, nicks or scars on hides and general finish. Please be aware that the piece purchased may not necessarily be the exact one pictured. Every effort is made to ensure uniformity between each piece, however we cannot guarantee that variations won’t occur due to the nature of the materials used. Products will be made to the same design or style of the item that is ordered, using the colours that you select during ordering.

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