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Ordering FAQ

Ordering FAQ's

Why was my order cancelled?

Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock.

Naturally we do our best to deliver all customer orders, however very occasionally; we do have issues with stock levels. If your order (or part of your order) is cancelled, the relevant amount of money will of course be released or refunded to your bank account. This will be completed within 14 days, but please be aware that your bank may take a few extra days to process the payment.

In order to get a clear understanding why your order was cancelled we recommend you to call our online shop customer service team at store@penriteoil.com or call 1300 736 748 and they will be able to assist you.
 
Can I change my delivery address or change/cancel my order if it hasn’t been shipped yet?

Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order even if it has not been shipped yet. Once you receive your order, you may return any products you don’t want by following our Return Policy.
 
Your delivery address may be changed, but it depends on the time passed by after you have placed the order at our Merchandise store. Once you have received your shipping confirmation email please call our customer service team at store@penriteoil.com or call 1300 736 748 and let the advisor know your order number and the shipping address.

Our customer service advisor will get in touch with our carrier on your behalf and ask if it’s still possible to change your shipping address. Please note that a change is normally only possible if your order is not out for delivery. A change of address can delay the delivery by 1-2 working days.


How do I add / make changes to my shopping bag?

To add a product to your bag, choose the product you want, then select how many you want to buy before clicking the ‘Add to Cart’ button.

To make changes to your shopping bag, click the ‘Checkout’ icon at the top of the page. Now you can adjust the quantity of any item in your bag, or completely remove items.

When you’ve finished making changes, click the ‘Continue Shopping’ button to return to the Merchandise store.

Can I exchange a product?

Unfortunately we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.

How do I choose the right size?

For most clothing there’s a size chart link in the product description. The measurements are taken lying flat, with the width measured from arm pit to arm pit and the length measured from top of the collar to the bottom of the garment. Each garment differs in size please check each garment sizes before ordering.
 
Can I place an order over the phone?

At the present time orders can only be placed via our online Merchandise store.

Feel free to call our online shop customer service team 1300 736 748, and let the advisor know what products you are interested in purchasing. They can then talk you through the process of placing your orders online.

How do I checkout?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

If you have already registered your e-mail address with the Penrite Merchandise Store, or created an account at our online store before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account.

Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically.

If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next up is the payment information.

You can either choose to pay with credit card or PayPal.

Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.
Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your Penrite Merchandise Store order overview.

Please check all the information on this page, since this is your last chance to correct it.

After hitting “Confirm Order”, your order will be processed and sent to the warehouse.

From this point on, if you have registered with the Penrite Merchandise Store, you can track your order in your account.


What kind of emails will I receive about my order?

After you have placed your order at the Penrite Merchandise Store, you will receive the following E-mail messages:

Order received:     

You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

Order shipped:     

This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse.

Order invoice:     

Once your order has been shipped you will receive an invoice for your order.

Order returned:     

Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.


What should I do if I receive the wrong product or order?

If you have received an incorrect product, we recommend you contact our customer service advisors at store@penriteoil.com or call 1300 736 748 and let the representative know the details of your order and they will then assist you further. They are available Monday through Friday from 9am to 5pm. (AEST)


What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our Merchandise store customer service team store@penriteoil.com or call 1300 736 748 and let the advisor know the details of your order and / or about your open question.

Our Merchandise store customer service team is available Monday through Friday from 7a.m. to 5p.m. (AEST) and are happy to assist you.