Store Policy

ESSENTIAL GROOM STORE POLICIES

OUR PRODUCTS
ESSENTIAL GROOM offers a selection of some of the world's leading fashion brands from across the globe via wholesale, dropship and affiliate sources.
As an authorised online distributor for all of the designers we feature, we guarantee that every item we sell is 100% authentic.


FIRST TIME ORDERSFor your security, first-time orders can only be shipped to the cardholder's billing address or a corporate work address, which we are able to verify independently with the credit card provider. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

SIZING INFORMATION
As sizing varies considerably amongst the designers we stock, we recommend that you refer to the 'Size and Fit' guide using the link located on every product page to help you choose the best size.
The customer care team is available to offer expert advice on sizing - simply email customercare@essentialgroom.com.au
If you are not entirely happy with the size you have purchased, simply exchange it for a different one. For more information, see our Returns and Exchanges policy.


SEASONAL SALESESSENTIAL GROOM holds seasonal sales. You can be notified as soon as our sale starts and of further reductions by signing up to become a member of ESSENTIAL GROOM and the e-newsletter.

Sale price adjustment policy
We offer a price adjustment on items purchased up to seven days prior to the commencement date of a seasonal sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved price changes will be credited to your ESSENTIAL GROOM account in the form of a store credit, which will be valid for 12 months.
Please note, we are unable to offer a price adjustment on items originally purchased in a sale where a further reduction has been applied or on any special promotion items that are temporarily reduced in price.


YOUR ACCOUNTRegister an account with us to enjoy the following benefits through your ESSENTIAL GROOM account:
Manage your order history
Save your address and credit card details for faster shopping
To create an account, simply select SIGNUP on the navigation bar and then sign up to the ESSENTIAL GROOM member database and opt-in to the e-newsletter.

FORGOTTEN PASSWORD
If you have forgotten your password, change it within your account or follow the Forgotten Password instructions on the Sign In page. For security reasons we are unable to send your password via email.

SHIPPING METHODS AND COSTS
Any item coming from ESSENTIAL GROOM or ESSENTIAL GROOM’s warehousing facility will be sent using ESSENTIAL GROOM’S logistics partner, Harrison Logistics. Any item coming directly from an ESSENTIAL GROOM dropship supplier or affiliate will be shipped in accordance with that suppliers shipping methods. All shipping costs will be paid to ESSENTIAL GROOM or the affiliate at the time of checkout and no further cost will be incurred by the customer with regards to shipping, unless in the case of returns, exchanges or other extenuating circumstances. Shipping costs are set as a fixed charge within Australia and cannot be varied.

IMPORTANT DELIVERY INFORMATION
Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.
We aim to dispatch all orders within 72 hours with the exception of sale periods where this may take up to 96 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. We are not responsible for any delays caused by the shipping agent.
We are unable to redirect orders once items have been dispatched.


FREE SHIPPINGFrom time to time, ESSENTIAL GROOM runs free shipping promotions. To be notified by email, simply sign up as a member of ESSENTIAL GROOM. Please note that free shipping will be applied to your order on the payment page during free shipping promotions.

INSURANCE
ESSENTIAL GROOM insures each purchase during the time it is in transit until it is delivered to you. Upon delivery of goods, the responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who accepts delivery of the package confirms receipt and is accountable for the package.

Payment Security

FASTER SHOPPING
ESSENTIAL GROOM also provides the option for you to safely store your credit card details, making it quicker and simpler to shop with us. Your full card details will never be displayed, except for the last four digits so that you know which of your cards you are using.
Please note that you will need to re-enter card details if you change or add a new address. This means that if someone guesses your password and tries to place an order using your account, they will be unable to do so to any address other than those you have already saved. We hope you understand that this is a valuable precaution designed to protect your personal information.


WEBSITE SECURITYTo help ensure that your shopping experience is safe, simple and secure ESSENTIAL GROOM uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
ESSENTIAL GROOM is registered with a cyber security firm as an authentic site. This ensures that your information is kept private while in transit between your web browser and our web server.

 


RETURNS AND EXCHANGES USING OUR FREE COLLECTIONS SERVICEAs an alternative to using your rights under the Distance Selling Regulations (DSR), you may prefer to return or exchange items using through our Customer Care department. Please contact Customer Care to arrange any returns or exchanges. Returns or Exchanges are to be made within 14 days of receipt  of goods.

EXCHANGES
There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is additional for the replacement item and can be paid for using your account.
To exchange an item, contact customer care within 14 days of receiving your order, and then specify the new size you require.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.

HOLIDAY SEASON POLICY
To make gift purchasing even easier, our returns policy is extended during the holiday season for all orders placed between 15th November and 24th December.
Returns and exchanges will be accepted until 8th January and we offer store credit refunds on returns until 15th January.


SALE POLICYOur returns policy applies to all products bought in a promotion or seasonal Sale.

GIFT RETURNS
If you have received an item as a gift, you may exchange it for a store credit to your ESSENTIAL GROOM account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.
To arrange a return, please email customercare@essentialgroom.com.au


LATE RETURNSReturns must be made within 14 days of receiving your order.
Returns outside these timeframes may be accepted at the discretion of ESSENTIAL GROOM and may only be refunded as a store credit.

FAULTY GOODS
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
For all faulty items outside of our Returns Policy, please contact customercare@essentialgroom.com.au


RECEIVING A REFUNDYour refund will either be credited to the original purchaser's credit card or ESSENTIAL GROOM account (at your request) and will include shipping costs for faulty items or for orders cancelled under the DSRs only.
Please note card refunds may take up to 15 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

IMPORTANT INFORMATION
We have made every effort to display as accurately as possible the colours of our products that appear on ESSENTIAL GROOM. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
All items are quality controlled and checked for any faults before they are dispatched to customers.
Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
We prefer that items are returned to us via registered post or courier service to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is:


ESSENTIAL GROOMSuite 106, 80 William Street
Woolloomooloo
NSW, Australia 2011

We request that you contact us at customercare@essentialgroom.com.au in relation to such returns. Please note that we may not accept liability for goods that are not returned via the processes mentioned above.


CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONSIf you are based in Australia under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within seven working days of receipt.
You must notify customer care in writing of your wish to cancel your entire order under the DSRs within seven working days of receiving your items. Either email customercare@essentialgroom.com.au or write to us at:

Notice of Order Cancellation
Customer Care Department

ESSENTIAL GROOM
Suite 106, 80 William Street
Woolloomooloo
NSW, Australia 2011
On receipt of your notice of contract cancellation, customer care will email you a Cancellation Authorisation. Please include it with your return so we can process your refund promptly.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at:


ESSENTIAL GROOMSuite 106, 80 William Street
Woolloomooloo
NSW, Australia 2011
Please retain proof of sending, in case of a dispute.
Please note that you must cover the cost of the return shipment, under the Distance Selling Regulations.
All items must be returned unused, in their original condition and from the customer that the order was delivered to.
We will refund the full value of your order, including initial shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will not cancel the order and a refund or credit will not be processed.
Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

OUR POLICY
Items should be returned new, unused, and with all ESSENTIAL GROOM and/or designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
Please email customercare@essentialgroom.com.au if any of your purchases have been delivered without ESSENTIAL GROOM labelled packaging or original tags.
All items returned should include a copy of the original order receipt. Unidentified returns may be returned to the sender.
Shoes
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoebox as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
Underwear & Swimwear
Purchased ESSENTIAL GROOM underwear and swimwear should be tried on over underwear. Returns may not be accepted if items are soiled, and may be sent back to the customer.