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FAQ

 

Our Product

 

Where can I purchase article:® products?

You can purchase right here from our Online Store or alternatively, visit one of our stockists. For a full list of our Retail Partners please click here.

Is the product on the website the same as what is available from stores?

The complete article:® product collection is featured right here on our website. Most products (with the exception of some) are also stocked by selected Fashion Boutiques & Lifestyle Stores. The amount of stock available through our Retail Partners varies - some stores carry a larger amount than others. Please visit our Retail Partners page to find your nearest store.

We are unable to ascertain if a Retail Partner has a specific product in stock, as their stock levels constantly change and their stores are operated independently. If you are wishing to purchase from our Online Store and we have sold out of a particular product, it can often be found at a Retail Partner.

Are the colours exactly as they appear on my screen?

article:® makes every effort to display as accurately as possible the colours of our products that appear on the Website. However, as the actual colours you see will depend on your monitor/screen resolution, your brightness settings, your colour display profile and how often your monitor/screen is calibrated, we cannot guarantee that your monitor/screen's display of any colour will be accurate.

How will my order be packaged…Do you offer Gift Wrapping?

All products are presented superbly in a signature article:® dust pouch + box. They make ideal gifts for family + friends and even better treats to spoil yourself. Go on…you deserve it! Life is too short to accept mediocre!

How do I care for my article:®?

article:® is committed to unsurpassed quality in every aspect of design and manufacture. Each detail is carefully considered and hand-crafted by skilled artisans to ensure the longevity of the product is never compromised. In order to preserve your article:® and ensure it ages beautifully, we recommend following the Product Care card that accompanies your product. Full details can also be found here.

What warranty do you offer?

We pride ourselves on ensuring that all of our products are of the highest quality and meet our strict manufacturing standards. All article:® products are quality checked in-house by our suppliers and in addition, undergo final random inspections and lab testing by independent inspection authorities prior to being shipped to us. However, should any defect or manufacture fault present itself, we offer a one (1) year warranty on components and workmanship.

Our leather collection utilises both genuine leather and genuine fur (in lesser amounts). All hides are premium quality and hand-chosen due to their natural characteristics of sustainability, hand-feel and durability. To reduce waste, the majority of the hide is used when crafting our leather goods, which will result in slight variations in texture, colour and grain. Being a natural product, every hide/skin is unique and these variations in colours, indentations, wrinkles and marks on the hide/skin are part of its natural beauty and should be considered as life-lines adding to its character, not a fault.

In order to preserve your article:® and ensure it ages beautifully, we recommend following the Product Care card that accompanies your product. Damage and/or defects caused by personal wear and tear, accidents, colour transfer, treatment which is inconsistent with article:®’s Product Care, dismantling or repair by persons other than recommended repair centres are not covered under our warranty. Full Product Care details can also be found here.

 

Ordering

 

Are my details secure when ordering from your website?

Yes. article:® takes privacy and payment security very seriously. We protect your online order information by using a secure SSL (Secure Sockets Layer) certificate. This encrypts information to avoid decoding of that information as it travels over the internet. You will see a padlock on the left side in the URL line of your browser when SSL is enabled. Full details can be found here regarding our Privacy + Security Statement.

What currency will I be charged?

Depending on your country, prices will be displayed in AUD, USD, EUR or GBP, and you will be charged in that currency.

Please note that the price of products vary for each currency to allow for currency fluctuations, local market pricing and shipping costs.

What payment methods do you accept?

We accept credit cards (VISA & MasterCard), Paypal and Afterpay (within Australia).

What is Pre-Order?

Our pre-order system means that when a new product is being introduced / or a popular item is sold out, it is possible to reserve the item by paying in advance which entitles you to be among the first to receive the item when it is in stock. After you have completed and paid for your order, it will usually take up to three-four weeks before the item is dispatched. Shipping time thereafter is in addition to, and dependent on, your location.

I have placed my order. What happens now…Can I track my order?

An Order Confirmation email will be sent to the email address you entered after the checkout process, once your order has been received in our system, advising you that we are preparing to pack your order.

After 1-2 business days you will receive a second email from us advising that your order has been packed, left our warehouse and is on its way to you. We will provide tracking details in this email so that you are informed of when your parcel is scheduled for delivery. Please select the link provided in the email and follow the prompts to track your order.

The day that your parcel is scheduled for delivery, you will receive a third email from us advising you that your parcel is being delivered that day.

Finally, once our carrier has confirmed that your parcel has been delivered, we will email you to advise you that the delivery has occurred.

Can I cancel my order?

Yes, however please note that our order processing system is automated and designed to fulfil orders and have them dispatched as quickly as possible. Should you change your mind and wish to alter or cancel any part of your order, please call/email us immediately and we will process your request if your order has not yet been dispatched.

I’m not sure if my order has gone through. What should I do now?

If you receive an error message after entering your credit card details, your payment has not been received and you are not guaranteed supply. Please re-enter your details or contact us directly to order by email at orders@articleproduct.com or call +61 (0)481 881 481 (during office hours).

Why didn’t I receive an Order Confirmation?

An Order Confirmation email is automatically sent once your order has been received into our system (to the email address you entered at the checkout process), advising you that we are preparing to pack your order. Sometimes this e-mail gets marked as junk mail, which is why it is sometimes not possible to see it in your inbox. Please double-check your junk/spam box and you might find your Order Confirmation there. If that’s not the case, please contact us directly by email, orders@articleproduct.com or call +61 (0)481 881 481 (during office hours), as your order most likely has not come through to us.

I’ve noticed a mistake on my Order Confirmation. What should I do?

If you notice any incorrect details on your Order Confirmation, please email us immediately at orders@articleproduct.com so that we can make any necessary adjustments before dispatching your order to you. Once your order has been dispatched we are unfortunately unable to make any further amendments.

 

Shipping + Delivery

 

Which countries do you deliver to?

We deliver internationally - please refer to this link for specific countries.

What are your shipping costs?

Australia- FREE standard delivery within Australia for orders AUD$175+. Shipping is charged at the flat rate of AUD$9.95 for orders below AUD$175.

New Zealand- FREE standard delivery within New Zealand for orders AUD$175+. Shipping is charged at the flat rate of AUD$24.95 for orders below AUD$175.

Rest of World- FREE standard delivery within specific countries for orders USD$175+ / EUR€175+ / GBP£175+. Please refer to link below for specific countries. Shipping is charged at the flat rate of USD$19.95 / EUR€19.95 / GBP£19.95 for orders below USD$175 / EUR€175 / GBP£175.

FREE Delivery Countries

Do I have to pay any Customs Duties?

If the order is being delivered to an Australian address, no additional fees/duties/taxes are applicable. If the delivery address is outside of Australia, please note that the shipping charge on your order does not include any possible taxes and/or duties that may be incurred due to the destination country's Customs regulations. The responsibility for any such Customs duties, taxes, VAT, etc. is that of the recipient upon delivery into the destination country. We are required by law to list the advertised price for our items on the Customs documentation, and to accurately list the contents of your order. Please keep in mind that we have absolutely no control over these charges. To ascertain the correct information, the Customs Service may require the information that the goods are designed in Australia and manufactured in China.

Should you require further information in this regard, please contact the destination country’s Customs Service to gain further details, as duty rates, VAT and tax-free thresholds vary in each country.

How do you send my order?

Australian orders are shipped via Sendle, Australia Post or TNT. International orders are shipped via Express International.

What are your delivery times?

All orders are processed and dispatched from our warehouse as quickly as possible - usually within 1-2 working days (Monday - Friday, not including public holidays). During promotional periods however, orders may take an additional 1-2 working days to process/dispatch from our warehouse.

Delivery times vary depending on your delivery location. As an indication, Australian orders take approximately 2-7 working days from dispatch, (Monday - Friday, not including public holidays) to most METRO postcodes in Australian capital cities. NON-METRO areas may take an additional 3 working days.

Please refer to our Shipping + Delivery page for detailed information on delivery times.

I need my order urgently. Do you Express Ship?

Yes (Australia only). If you require your order in a hurry, please refer to the link below to ensure Express Post is available to your post code within Australia. Australia Post Express Post Delivery Network

If your postcode falls within the Australia Post Express Post Delivery Network, please select the Australia Post Express Post option in the checkout.

Do I have to be present to accept my delivery?

For your protection, all of our parcels require a signature upon delivery. To guarantee a smooth delivery of your order to you, we recommend that your parcel be sent to an address where someone will be able to receive/sign for it during business hours.

Unfortunately we cannot deliver to PO Boxes.

If no one is at the specified shipping address when delivery is attempted, our carrier will leave a card which will direct you to your local post office or collection point for collection. Please collect your parcel within seven (7) days.

Once a parcel is delivered to your local post office or collection point, we are unable to organise a redelivery for you. Parcels are held at your local post office or collection point generally for no longer than seven (7) days before being returned back to us.

If we attempt to deliver your order and you are not at your delivery premises to sign for the parcel and consequently you do not pick it up from your local post office or collection point and therefore the parcel is returned back to us, we will charge you an additional $10 (Australia), $20 (New Zealand) or USD/GBP/EUR30 (Rest of World) to re-dispatch the parcel to you. We will contact you if a parcel returns to us to give you the option of a re-dispatch before charging you any additional fees. If you decide to cancel the order, we will refund you the full invoice amount, minus the shipping cost already expended.

Authority to Leave (ATL) ATL gives permission for our carrier to leave your online order without obtaining a signature. The benefit of delivering parcels with authority to leave is that the parcel will almost always be delivered on the first attempt. This means you won’t have to arrange a redelivery or collect the parcel from a local post office or collection point.

Please note however, article:® holds no responsibility for goods left unattended at a delivery address if you give the carrier Authority to Leave (ATL) your parcel when no one is available to sign for it.

 

Returns - Exchanges + Refunds

 

What is your Returns - Exchange / Refund Policy?

Here at article:® we want you to feel 100% confident in your purchase with us, therefore we will gladly accept returns for exchange or refund, providing your return meets the following conditions:

Products purchased at full price from our website or an article:® POP UP can be returned for exchange or refund within seven (7) days of delivery/purchase as long as they are in new, unused, unworn, unwashed condition and still have the original swing tags and packaging attached and are accompanied by the original proof of purchase (receipt). Please note: In accordance with Health and Safety Standards we are unable to accept returns for exchange or refund on jewellery products. We regret to advise that no returns for exchange or refund can be made without original proof of purchase (receipt) or if the product appears to have been used/worn/washed.

We regret to advise that products purchased during our promotional periods cannot be returned unless deemed faulty.

If you wish to return your product for exchange or refund, please submit your intention to do so by visiting our Returns Portal if your product meets the conditions of our returns policy.

 

For full-priced products purchased within the past 12 months from a multi-brand Retail Partner, contact needs to be made to the store directly regarding their Returns/Exchanges/Refund policy.

Full details can be found here regarding our Returns – Exchange / Refund Policy.

My product is faulty/damaged. What should I do?

We pride ourselves on ensuring that all of our products are of the highest quality and meet our strict manufacturing standards. Whilst great care is taken in the manufacturing of all article:® products and they are quality checked by independent inspection authorities, they are made by human hands and unfortunately occasionally a defect may be present.

Should you come across any defect or manufacturing fault (components or workmanship) please visit our Returns Portal  to submit your findings, and we will be happy to assist you promptly.

Upon receipt of your completed 'Fault Identification' submission which will include our request for photographs of the fault, we will review the information received to determine if the defect is article:®’s liability and be in touch with further instructions.

If it is determined that the defect is our responsibility we will:

1. Repair the defect if possible; or

2. Replace the product in the exact same colour if in stock; or

3. Offer an alternative product of equal value if acceptable to the customer; or

4. Credit the customer the full cost of the product as appears on the original receipt, back to the credit card originally used for payment. Please allow up to 30 days for the credit to appear on your bank statement, as processing times vary between financial institutions, which is unfortunately beyond our control. We will only refund freight charges if we've sent the incorrect item, or if the item sent is defective.

We regret to advise that we will not be responsible for defect product older than 12 months OR for product that has been mistreated or if our Product Care has not been followed.

 

Account

 

How do I create an account?

Creating an account with article:® is easy! Simply click here  and you will be taken to the “Account / Login” page. Choose to “Create Account” and complete the details as required by entering your First Name, Last Name, Email & Password.

Alternatively, you will be prompted during the checkout process.

How do I update my account?

Simply login here with your Email and Password to make any amendments to your details or select the “My Account” link in our HELP menu at the bottom of the website.