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Our most common questions - answered! 

If you require any further information do not hesitate to contact us. 

enquiries@piperandross.com.au

 

Afterpay

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Can I use Afterpay Instore at PIPER & ROSS

You most certainly can! Just ask your server at the checkout to use Afterpay!

Pay in four, leave with your shopping on the same day! 

Category: Afterpay
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How & when will my first Afterpay payment be taken?

In Australia you will pay the first 25% of the order value up front:

  • The first time you use Afterpay
  • All orders placed in the first 6 weeks 
  • Orders with a value of more than $500
  • When shopping in-store

Please note

Afterpay reserve the right to continue to take first payment upfront for some shopper's based upon individual repayment history this will be disclosed 100% of the time when you place an order with us. 

Category: Afterpay
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How do I get started with Afterpay?

Afterpay is available to all people who:

  • Live in Australia;
  • Are at least 18 years old;
  • Are capable of entering into a legally binding contract;
  • Have a valid and verifiable email address and mobile number; and
  • Use an Australian credit or debit card to make the purchase.

You do not need to register prior to making your first Afterpay purchase. If it’s your first time using Afterpay, you will provide payment details as usual to complete your purchase. 

Once your first order is approved, your Afterpay account is created. All you need to do is visit www.afterpay.com to set up a password, and you will be able to make more purchases using Afterpay by simply entering your log in details upon checkout.

Category: Afterpay
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Is Afterpay secure?

Yes, Afterpay understand how important security is so they ensure that your personal information is protected. Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to enhance cardholder data security and to ensure the safe handling and storage of sensitive credit card information and data. 

This is the highest level of security in the payment industry. 

Category: Afterpay
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Is there a cost for using Afterpay?

Afterpay does not charge a fee to shoppers when purchasing. The only fees applied to a shoppers account are late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Afterpay account to make your payment via a different method. 

If you have not made the payment before the due date, and the automatic payment fails, you have until 11pm (AEDT in the summer months and AEST in the winter months) the following day to make payment. After 11pm the following day, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within 7 days (as stated in the Afterpay Terms).

Category: Afterpay
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What is Afterpay?

Afterpay offers simple instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every 2 weeks.

Simply choose Afterpay as your payment method at checkout. First-time shoppers provide payment details as usual, returning shoppers simply log in to make their purchase. It’s that easy!

After you check out, the goods will be shipped to you by PIPER & ROSS. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically take the money from your debit or credit card every 2 weeks.

Please Note:

Afterpay does not approve 100% of orders. AfterPay are committed to ensuring we support responsible spending.

When determining which orders to approve, Afterpay consider a number of different factors. As an example, the longer you have been a shopper with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more.

Things to consider:

- are there sufficient funds on your card 

- length of time you have been using Afterpay (tighter in the first 6 weeks)

- amount you have to repay, it may help to pay some off (not a guarantee)

- the value of the order you are trying to place, it may help to reduce the value of your shopping cart (not a guarantee)

- adding a credit card may increase your spending power (not a guarantee)

- the number of orders you currently have 'open' (not a guarantee)

Please note that ID verification does not guarantee that your order with Afterpay will be approved.

Category: Afterpay
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Annie Sloan Chalk Paint

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My Annie Sloan Chalk Paint order has arrived and my tin's are dented/split/broken/exploded

This is a rare occurrence and can can be caused by many factors outside of PIPER & ROSS' control. 

We always take strict care whilst packing all of our orders, however sometimes a box cannot with take the pressures and movements it goes through with our couriers. We use a combination of DHL and Australia Post. Both of these services we deem to be among the best in the business. 

If your tin(s) has split/exploded:

  • Contact PIPER & ROSS straight away, we may ask you to send us a photograph of your package before we will immediately re-send your order of damaged stock. PIPER & ROSS will use an express courier for your resend at our cost. Please dispose of the damaged stock once you have taken a photo of it. 

If your tin has dented:

We will ask to see a photograph of the dents first and foremost before we decide what is best.

  • If the dents are minor and are more cosmetic we may in the gesture of goodwill send you an empty tin to decant your paint into as the product itself is still sound. 
  • If the dents obstruct your use of the tin - i.e you cannot take off & then re-seal the lid trim of the paint can completely we will evaluate wether sending you a new litre of paint is best or a new tin to decant into. 
Categories: Returns, Exchanges & Refunds,Annie Sloan Chalk Paint
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Why won't PIPER & ROSS refund or exchange the Annie Sloan Chalk Paint I purchased?

We do not accept returns or exchanges of any Annie Sloan product, due to the nature of the good and the responsibility of chain of custody.

As the owner of the product once purchased, we cannot control how you store your Chalk Paint. As a temperamental product, when it hasn't been stored correctly changes in the formula can occur such as Freezing or Baking. A further reason we offer no refund or exchange on the Annie Sloan collection (including brushes, waxes, stencils, sanding pads, mix mats) is PIPER & ROSS cannot be expected to know if you have or haven't used this product, regardless of the statement made by you upon request for return or exchange. 

Categories: Returns, Exchanges & Refunds,Annie Sloan Chalk Paint
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Checkout & Shipping

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Can I collect my order from PIPER & ROSS rather than pay shipping?

Of course, at Checkout please choose Free Pymble store Collection (Local Sydney Metro Only) and we will package your order ready for collection at your earliest convenience. In most instances you will receive an SMS alert when your order is ready for collection. 

Category: Checkout & Shipping
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Can I have my order Gift Wrapped?

Our Gift Wrapping is complimentary on all products that we sell online. At checkout simply tick the Complimentary Gift Wrapping box and we'll do the rest! You will also have an option to insert a little card with a short message of your choice, if you would like this fill the message box in. If the box is left blank PIPER & ROSS will not insert a card. All items purchased for a Bridal & Gift Registry are always delivered gift wrapped.
Category: Checkout & Shipping
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Can I Layby my purchase at PIPER & ROSS?

Yes, we do offer a layby service in-store only. Laybys are for a maximum of 10 weeks with an initial 25% deposit. Laybys that are cancelled within 14 days incur a cancellation fee of 10% of the goods worth. Any cancellations after the cooling off period of 14 days further forfeit 25% of the total purchase value. Laybys that are not collected after 14 weeks from initial payment forfeit the total monies paid and goods are returned to stock. PIPER & ROSS in all instances will endeavour to contact you in every way possible to avoid this happening. 

Category: Checkout & Shipping
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How is my shipping cost calculated?

PIPER & ROSS proudly ship to 65 countries. Our shipping rates are broken into zones for convenience. At any time you can get a live shipping quote at the checkout from Australia Post & DHL. 

Your shipping cost is calculated by the volume weight of the product & packaging. It does not include duties, taxes & customs charges. PIPER & ROSS are not liable for any duties, taxes & customs charges you may be billed upon delivery that were not quoted at time of checkout. 

Category: Checkout & Shipping
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What payment options are available?

For all online orders we accept -

AMEX, VISA, MASTERCARD, APPLE PAY, UNION PAY, DINERS CLUB, GOOGLE PAY, AFTERPAY, PAYPAL. 


Category: Checkout & Shipping
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Where do PIPER & ROSS ship to?

PIPER & ROSS ship to a total of 65 countries.

Zone 1: - Domestic - Australia

Zone 2: - International - New Zealand 

Zone 3: - International - North America, Western Europe, Asia, Pacific

FULL LIST: 

Australia

Austria

Bangladesh

Belgium

Bhutan

Brunei

Cambodia

Canada

(13 of 13 provinces/territories)

China

(31 of 31 provinces)

Cocos (Keeling) Islands

Cook Islands

Denmark

Fiji

Finland

France

French Polynesia

Germany

Greece

Guernsey

Hong Kong

Iceland

India

(36 of 36 states)

Indonesia

(34 of 34 provinces)

Ireland

(26 of 26 counties)

Isle Of Man

Italy

(110 of 110 provinces)

Japan

(47 of 47 prefectures)

Jersey

Kazakhstan

Kiribati

Lao People's Democratic Republic

Luxembourg

Macao

Malaysia

(16 of 16 states/territories)

Maldives

Mongolia

Myanmar

Nauru

Nepal

Netherlands

New Caledonia

New Zealand

Norfolk Island

Norway

Pakistan

Papua New Guinea

Philippines

Portugal

(20 of 20 regions)

Samoa

Singapore

Solomon Islands

South Korea

(17 of 17 provinces)

Spain

(52 of 52 provinces)

Sri Lanka

Sweden

Switzerland

Taiwan

Thailand

(78 of 78 regions)

Timor Leste

Tonga

Tuvala

United Kingdom

United States

(62 of 62 states/territories)

Vanuatu

Vietnam

Category: Checkout & Shipping
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Marketing & Privacy Policy

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How do I subscribe/unsubscribe to emails from PIPER & ROSS?

Subscribing to PIPER & ROSS's emails is easy. Simply enter your email address into the box at the bottom of this page to receive regular newsletters about exclusive sales, promotions and pre-sale products.

If you do not wish to receive any further emails from PIPER & ROSS then you may unsubscribe from the data service in the following ways.
• Click the unsubscribe button on the bottom of the last email you received 
• Reply our email with your full name and email address

Category: Marketing & Privacy Policy
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Is my payment secure on PIPERANDROSS.COM

When you pay online with your credit card, PIPER & ROSS have (SSL) Secure Sockets Layer encryption to securely capture your details and send on to our online payment gateway. On most browsers you will see the small green padlock and "Secure". The https:// S stands for secure. If you see http:// please contact us before placing your order. 
Categories: Purchasing Products,Marketing & Privacy Policy
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Purchasing Products

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Can I purchase a PIPER & ROSS gift card?

You most certainly may! 

For In store purchases and phone orders we can offer gift cards of any amount over $25.00, if you are shopping online we have a selection of amounts for any budget! 

Category: Purchasing Products
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Does PIPERANDROSS.COM indicate when products are low in stock or sold out?

Yes, our website will indicate to you when inventory levels are low or sold out. If you would like to check if a selected item is available do contact us to double check. From time to time our inventory may have discrepancies, in the instance that you have ordered an item that we then discover is out of stock we will notify you within 12 hours and offer you a refund or the best replacement possible. We can also place the item on back order if the item is still in season. If you would like to wait for the item to come back into stock then the delivery fee will be complimentary.

Category: Purchasing Products
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Is my payment secure on PIPERANDROSS.COM

When you pay online with your credit card, PIPER & ROSS have (SSL) Secure Sockets Layer encryption to securely capture your details and send on to our online payment gateway. On most browsers you will see the small green padlock and "Secure". The https:// S stands for secure. If you see http:// please contact us before placing your order. 
Categories: Purchasing Products,Marketing & Privacy Policy
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Returns, Exchanges & Refunds

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Do PIPER & ROSS offer exchanges?

We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to use to return the original item, and purchase the correct item in a new order.

Category: Returns, Exchanges & Refunds
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I have returned my order - What is the refund process?

A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges. Your refund will either be credited to the credit card used for the original transaction, or returned for store credit. If your order has been shipped internationally, custom duties and sales taxes are non-refundable. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers. Upon request evidence of a refund can be given within 5 business days. 

Category: Returns, Exchanges & Refunds
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My Annie Sloan Chalk Paint order has arrived and my tin's are dented/split/broken/exploded

This is a rare occurrence and can can be caused by many factors outside of PIPER & ROSS' control. 

We always take strict care whilst packing all of our orders, however sometimes a box cannot with take the pressures and movements it goes through with our couriers. We use a combination of DHL and Australia Post. Both of these services we deem to be among the best in the business. 

If your tin(s) has split/exploded:

  • Contact PIPER & ROSS straight away, we may ask you to send us a photograph of your package before we will immediately re-send your order of damaged stock. PIPER & ROSS will use an express courier for your resend at our cost. Please dispose of the damaged stock once you have taken a photo of it. 

If your tin has dented:

We will ask to see a photograph of the dents first and foremost before we decide what is best.

  • If the dents are minor and are more cosmetic we may in the gesture of goodwill send you an empty tin to decant your paint into as the product itself is still sound. 
  • If the dents obstruct your use of the tin - i.e you cannot take off & then re-seal the lid trim of the paint can completely we will evaluate wether sending you a new litre of paint is best or a new tin to decant into. 
Categories: Returns, Exchanges & Refunds,Annie Sloan Chalk Paint
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What is the Returns Policy for PIPERANDROSS.COM

Returns are accepted within 30 days of delivery date. Items must be returned unopened/unused, with tags, in their original packaging, along with your original purchase evidence - Invoice, or Tax Receipt.

Please note that we do not accept returns or exchanges of any Annie Sloan product, Rust-o-leum products, any personalized or custom-made product, sale merchandise, Emma Bridgewater seconds, or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page. 

Returned items and return shipping costs are your responsibility until they reach the return address. Unless advised prior by PIPER & ROSS. At our discretion we may offer you free return shipping and arrange our courier of choice for collection. Please keep a record of your return tracking. A refund will be issued once we receive returned items. Any items that are damaged when we receive them will not be eligible for refund, full or partial. Refunds do not include any shipping or handling charges, unless advised at our discretion. 

PIPER & ROSS offers a 7 day exchange period for all unused products sold instore and online. PIPER & ROSS does not offer a change of mind service. 

To arrange a return please contact PIPER & ROSS at enquiries@piperandross.com.au to receive your Return Form and the returns address. Please note a returns form must be filled out correctly for an e-commerce order return. 

This Returns Policy forms part of, and is to be read in conjunction with, PIPER & ROSS’s Terms and Conditions of Purchase. PIPER & ROSS may, at its sole option, revise any part of this Returns Policy from time to time without notice. Prices and availability are subject to change without notice. Typographical, product description, pricing, images and other errors are subject to correction, even after orders and/or payment are accepted. Under certain circumstances, products will not be eligible for return, and not all products that are eligible for return are to be returned to PIPER & ROSS. Carefully review all return policies before making your purchase. If you still have questions after reading our Returns Policy, please do not hesitate to contact our staff: enquiries@piperandross.com.au

Category: Returns, Exchanges & Refunds
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Why won't PIPER & ROSS refund or exchange the Annie Sloan Chalk Paint I purchased?

We do not accept returns or exchanges of any Annie Sloan product, due to the nature of the good and the responsibility of chain of custody.

As the owner of the product once purchased, we cannot control how you store your Chalk Paint. As a temperamental product, when it hasn't been stored correctly changes in the formula can occur such as Freezing or Baking. A further reason we offer no refund or exchange on the Annie Sloan collection (including brushes, waxes, stencils, sanding pads, mix mats) is PIPER & ROSS cannot be expected to know if you have or haven't used this product, regardless of the statement made by you upon request for return or exchange. 

Categories: Returns, Exchanges & Refunds,Annie Sloan Chalk Paint
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