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Can I purchase the goods from a direct warehouse or physical location?
We do not have a shop or factory where the goods can be purchased from, it’s all done online. The reason why our prices are so good and competitive is based on the fact that we don’t have a physical location which means our (the business’) overheads are low and in turn pass that savings onto you (our valued customers).
PAYMENT
What Credit Cards do you accept?
We accept Visa, Mastercard and American Express. We also accept a whole range of non-credit card payments including Paypal, Bpay and Direct Deposit.
CREDIT CARD PAYMENT:
What is it?
Real-time payments through the ilovepolo.com.au website
Supported Payment Methods:
VISA , Mastercard & American Express
What does it cost me?
Nothing Extra at all.
How does it work?
Your credit card details are entered into a secure page on the ilovepolo.com.au website and submitted directly and securely via the (Bank’s name) Payment Gateway to the (the bank). (Bank’s name) is a certified gateway partner of the National Australia Bank. If your credit card is approved we are notified and we continue to process your purchase.
Credit Card Security
If you would like to know more about protecting your credit card details online you can read the (the bank) Credit Card Security article for some handy tips.
I am having problems paying via my Bank Card?
Can I pay by Money Order or Cheque?
We accept money orders, but NOT cheques. For Money Orders, please make payment to “ilovepolo.com.au".
Our Postal address is: ilovepolo.com.au: PO BOX 6300,
West Footscray, Victoria, Australia, 3012
However, bear in mind that by the time your money order reaches our offices and your item is then dispatched, there could well be a lengthy delay in you taking receipt of your item. You may find it easier to pay via Direct Deposit or Paypal if you do not have a credit card.
What Payment methods do you accept?
We offer a wide range of payment options because we understand that you may have a wide range of personal and payment preferences. Some are quicker than others, some are online, some are offline - the choice is ultimately yours:
We accept the following: Visa, Master Card, PayPal and Direct Deposit.
Why was my Credit Card declined?
Your credit card may have been declined due to the following reasons:
1. Insufficient cleared Funds
2. Your card has expired
3. Incorrect CSC number, preventing transaction
completion (please refer to "What is my Credit Cards CSC number?" click here
4. We do not except Diners cards, but we do accept American Express cards
5. If an error message 11 appears and this may mean you are typing your credit card number with spaces. If you try entering your credit card number as a single number, without any spaces, you shouldn't have any further problems.
Should you be experiencing problems with your Credit Card payment, we recommend that you either fax through your order and credit card information to us on (mobile fax-line) or e-mail us at help@ilovepolo.com.au; Mon-Sat between 10am – 5pm (AEST) and we will process your order manually.
Please note that whilst we do not charge to assist you to place your order via the web, if we place the order for you, an administration fee of $3.50 applies.
What is the Return Policy?
Due to health reasons clothing products cannot be returned or refunded.
Please choose carefully before making the purchase.
How is it Shipped & Delivered?
For deliveries within Australia we use Australia Post for all other countries we use FedEx. Domestic Delivery Charges are as per below
• Standard - $17.97 (allow 6-8 working days)
• Express - $23.97 (allow 3-5 working days)
International Delivery Charges are:
• New Zealand - $46.97 (allow 3-4 working days)
• Rest of the World - $69.97 (allow 5-6 working days)
If your parcel cannot be delivered for some reason, Australia Post will leave a calling card and you will be able to pick up your parcel at your convenience from your post office.
Should your item not arrive within the estimated delivery time please contact our customer service team by completing the form below or calling 1800 061 047.
For international deliveries we will provide a tracking number so that you know where your parcel is at all times.
At ilovepolo.com.au we value your valuable feedback, to contact our Customer Service team at any time please complete the form below with your contact details. Please e-mail us at info@ilovepolo.com.au
Can I change or cancel my order once Submitted?
Once your order is placed it goes to our Ordering team for review and then is sent electronically to our warehouse and dispatch centre for pick, pack and shipping.
We use the latest in technology to enable us to process and ship orders really quickly and in some cases it may only be a matter of hours from the time you place your order until the time it is shipped.
Until your order is submitted to the warehouse we can make changes to it, but unfortunately after this point we cannot change or cancel it.
If you have placed an order and you wish to change or cancel it, please e-mail us immediately at cancel@ilovepolo.com.au and hopefully we will be able to accommodate your request before the order is submitted for despatch.
How do I know when my order has been sent?
Once your order has been dispatched you will receive an email including online tracking details. Each item in your order will be sent in a separate package so you will receive an email as each item is sent.
You can also use My Account to view the delivery status of your current orders, and track delivery online.
1. Click "My Account" near the top of the page on the My Account tab.
2. Click "View Order History"
3. Select the order you wish to track.
4. Click the tracking ID at the top of the next page.
Another alternative: You can also contact Australia Post directly on 13 13 18 if your item has been sent by eParcel. Please be sure to have your eParcel tracking number handy when you call (this can be found in the "My Account" section of our site).
At least one of my packages hasn't arrived. What can I do?
Our items are sent in individual packages, from a couple of different locations. This means that even when we send them at the same time, there can be a day or two until you receive all packages from your order.
If at least 10 days have passed since your order was placed, and you still haven't received all packages, please contact Australia Post on 13 13 18 (if your item was sent via Australia Post) and check if your local post office is holding a parcel for you. We often find that Australia Post simply don't leave a note advising you a parcel is awaiting pickup.
If you still can't locate your parcel after trying the above, please click the Contact Us tab near the top of the page - we will be more than happy to investigate on your behalf.
How do I make a warranty claim for items which are faulty or damaged?
At ilovepolo.com.au the staff will check all the goods and products to ensure it is not faulty, however in the event that there the goods are faulty or damaged in transit:
Damaged items are items which have been clearly damaged in transit - broken parts and so on. We will replace any damaged items within 30 days of shipment at our cost. Please contact us with your order number, a description of the damage and attaching any digital photos if possible (this helps us to get a better understanding of the damage).
Faulty items are items which have arrived undamaged but have a manufacturing default, or develop a fault later on. Please contact us and let us know of the relevant brand/manufacturer to begin a warranty claim for a faulty item.
Where can I leave feedback, testimonials or suggestions in relation to your service & website?
We welcome and value your opinion and would love to hear from you. We are constantly looking for better ways in which to provide the best service possible, with the highest quality, most affordable, genuine and authentic items on the market.
We are constantly updating our website and processes in response to feedback we receive from our customers and we continue to welcome any innovative website or product suggestions you may want to share with us.
Please contact our customer service team at feedback@ilovepolo.com.au and your comments will be passed onto the most relevant department. Thank you.
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