FAQ

SHIPPING

Yes, we ship all over the world!
Please email info@roberts-hassett.com.au for any overseas shipping questions/concerns.

We usually use Australian Post

 

RATES FOR SHIPPING AND HANDLING

International customers are responsible for all customs duties and fees.

All of our items are made by hand and, in most cases, are made to order. For this reason, the average time for shipping is two weeks.
Once you have placed your order with credit card or by using Paypal we will email you an order confirmation regarding your order.

 

SHIPPING CONFIRMATION

For all online orders, you will be emailed at time of shipment with shipping confirmation and tracking number.

 

RETURNS

If you are not completely satisfied with your Roberts & Hassett online purchase, you can send it back to us for an exchange or refund:

Roberts & Hassett
Level 1, 2 Somerset Pl
Melbourne, Victoria 3000
Australia

Returns must be postmarked within 30 days of the original shipping date and should be sent prepaid. We will not accept CODs.
All merchandise returned must be unworn, in original condition, and with the tags intact.
Indicate on the back of your invoice form the reason of your return so we can better serve you in the future.
Packing slips are required for all returns. We recommend that you return the package back to us via traceable carrier and that you insure the full amount of the merchandise you are returning. We are not responsible for missing packages.
Damages will be returned at our discretion. We have the right to deny credit if the merchandise returned does not meet our return policy requirements.
Please allow 2 weeks for the processing of your return/exchange from the date we receive your package.
Full price merchandise returned after 30 days and before 60 days will be issued online store credit only. Merchandise returned after 60 days will be issued online store credit at the current selling price.
If you receive a damaged or mis-shipped item, you must notify us within 3 days of receiving the product to be eligible for a return. We will only accept defective products at our discretion.
If you receive a package from us that looks damaged to the extent that the merchandise may be damaged, refuse delivery and let us know by email immediately.

 

EXCHANGES

We are happy to exchange items within 30 days of purchase, provided the item is unworn and in new, original condition, and is accompanied by a copy of original online sales receipt. All custom orders and items marked Sale/Clearance are non-returnable and non-exchangeable. If return item purchase price is more than exchange item purchase price and exceeds $20 in value, we will issue this difference as online store credit. If this difference is less than $20, we will refund this amount to the original credit card.
A return shipping charge will apply for all exchanges, with the exception of defective items.
Include your name, address, phone number, email address, and which item you would like to exchange for. Please return item using a shipping service that provides a tracking number, as we are not responsible for items lost or damaged in transit.

 

REPAIRS

As long as the item in need of repair has not been damaged by the wearer’s misuse we will always stand behind our product’s integrity and function for a one year period from date of purchase. After all, we want you to be happy with how your Roberts & Hassett purchase wears in and ages. That said, please remember leather will distress and change over time and therefore we cannot guarantee the item against normal everyday wear and tear.

We also offer a general shoe repair service through our Kyneton workshop. Items can be dropped off at Kyneton or Melbourne.

 

PRIVACY

We neither sell nor share your information with outside companies or third parties.
When you purchase from our online store, we collect your name, billing and shipping addresses, phone number, email address, and credit card information. You provide this information so we can process and ship your order.
We encourage you to register for our email list. We will provide you with advanced notice of web-store sales, new merchandise, and other Roberts & Hassett related events. But, of course, you have the freedom to add or remove your name from our list at any time.

 

FORMS OF PAYMENT

We use Paypal and also accept Visa, MasterCard, and American Express.

 

SALES TAX

Roberts & Hassett only charges sales tax (gst) on orders sent within Australia. If you have any questions about this, please let us know.

 

VENDOR INQUIRIES

All vendor inquiries must be submitted on official company letterhead.

Please forward all inquiries to: info@roberts-hassett.com.au

 

PRESS INQUIRIES

Please forward any press related inquiries to:

Roberts & Hassett
Level 1, 2 Somerset Pl
Melbourne, Victoria 3000
Australia

or info@roberts-hassett.com.au

 

SHOEMAKING COURSES

We run shoemaking courses through our Kyneton workshop on weekends. Click here for more information.

 

BELT SIZING

To find your belt size, simply measure a belt you routinely wear. Measure from where the belt leather ‘begins’ to fold at the buckle end to the hole you most often use at the tip end. This is how we size all of our belts and will assure the most accurate sizing.

 

LEATHER CARE

We recommend cleaning your Roberts & Hassett leather item using a soft cloth and mild leather cleanser. Both mink oil and saddle soap will help condition and preserve the overall life of your leather item. Avoid excessive exposure to water and moisture.

 

LEGAL

Carefully read the following terms and conditions (“Terms”) which govern your use of this website (the “Site”). Use of this Site constitutes your agreement to be bound by and to act in accordance with these Terms. Roberts & Hassett reserves the right to change the Terms at anytime. Any changes will be posted on this Site and you agree to be bound by such changes.

OWNERSHIP RIGHTS / USE OF SITE MATERIALS / PHOTOGRAPHIC IMAGES
This site and all of the materials/photographic images on this Site are protected by international copyright laws and are owned by Roberts & Hassett or used with permission from the copyright owner. Any modification or use of the materials from this Site for any purpose not explicitly permitted is a violation of Roberts & Hassett copyright and other proprietary rights. The materials contained in this Site are displayed for informational and promotional purposes only. This Site is solely for private, personal, and noncommercial use. No part of this Site may be copied, republished, reproduced uploaded, transmitted or distributed in any manner whatsoever, except for viewing purposes, without the prior written consent of Roberts & Hassett.

COPYRIGHT AND TRADEMARK INFORMATION
© 2012 Roberts & Hassett. All rights reserved.