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FAQ's

Placing Orders

How do I know my order has been placed successfully?

You will know your payment has been successful if you receive an instant order confirmation email detailing your order. Once your order is packed and dispatched, we will send you another email with a unique tracking number and a link where you can track the delivery of your order to your door.

Can I cancel my order?

After placing an order we are generally unable to make any changes to your order, however you can contact us and our team will endeavor to cancel your order wherever possible.

Can I edit my order?

We can generally make changes to the billing address, delivery address and contact number on your order if we receive a request to do so prior to shipping your order. Unfortunately, we are unable to edit the item, size, colour or quantity of an item or items on your order.

Why have I recieved an email saying that my order has been cancelled?

Unfortunately from time to time we may sell out of a product or the availability can be limited. We will do our best to track down all items on an order, however on occasion we may be unable to do this. We will contact you via email and reverse the payment to the account used to place the order.

I have received my order but an item is missing, what do I do?

Sometimes we might need to source items on your order from different locations to make sure we can track down everything for you. This means that sometimes we don't send everything you've ordered at the same time. If your order has been sent separately, you will receive multiple tracking emails and will be able to track each item online via the courier's website.

I have recieved my order but an item is incorrect, what do I do?

While we make every effort to ensure that each item on our website is labeled just right and we ship it to you correctly, every now and then we get it wrong. If you have received an item different to the one you ordered, please contact us and we will be more then happy to resolve this for you.

Payment

I haven't recieved my order confirmation email, is everything okay with my order?

You should receive an order confirmation email as soon as your payment is successfully received. If you do not see your confirmation email in your inbox within a few hours of placing your order and it is also not in your junk mail folder, please contact us.

Afterpay

What is Afterpay?

Afterpay offers a convenient ‘buy now, pay later’ payment method, allowing a purchase to be paid for in four equal installments, due each fortnight, interest free.

Is Afterpay available to me?

To be eligible for Afterpay, you must:

live in Australia
be at least 18 years old
have a valid and verifiable email address and mobile phone number
use an Australian credit card to make the purchase

How is an Afterpay return processed?

All Afterpay purchases can be returned for exchange or refund in line with Ksubi Returns policy. All returns must be made within 30 days of the original purchase date (first Afterpay installment). When a customer returns an item, the system automatically notifies Afterpay and all future payments for that order cancelled. If the customer has already made one or more payments and an amount is owing to them, that amount will be refunded to the credit/debit card they used to place the order. No refunds from the till are ever necessary for Afterpay transactions. Once notified, Afterpay processes the refund immediately and will send the customer an email to confirm that the refund has been applied. The bank may take 48 hours or longer to refund any money to their card.

Is there a cost to use Afterpay?

No, Afterpay is a free product. Afterpay will never charge customers interest, and the only fees applied are late fees if their scheduled payments are not paid on time. Late fees are $10 if a payment is overdue, with a further $7 applied if it is overdue for more than 1 week, totaling a maximum of $17 per overdue payment.

Is Afterpay secure?

Yes, Afterpay understands 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 customer credit card information and data. This is the highest level of security in the payment industry.

What are Afterpay's customer service details?

Afterpay's customer services can be contacted via email at info@afterpay.com.au or by phone on 1800 665 509. These operate 24 hours a day, 7 days a week.

Are payments taken automatically from my account?

Afterpay will automatically take payment from you Visa or MasterCard on the due date. The scheduled payment dates can be seen in the confirmation email sent to your valid email address after you order was approved, or by logging in to your Afterpay account at afterpayit.com.au. To avoid late fees, simply ensure sufficient funds are available on your credit or debit card to ensure the payment is made successfully.

Which credit/debit card can I use to pay?

Afterpay currently accepts MasterCard and Visa credit and debit cards issued in Australia from any bank.

What are the late fees?

While Afterpay is free, late fees are charged if an automated payment fails. If an automatic payment fails, you have until midnight (AEDT in the summer months and AEST in the winter months) to make payment. After midnight, 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 one week (as stated in the Afterpay Terms), totaling a maximum of $17 per overdue payment.

Promotions

How do I use a promotional code online?

To activate a promotional offer you will need to enter the code into the 'Promo Code' field in the 'Shopping Bag' section of the site. If you continue to have trouble redeeming the offer please contact us for further assistance.

Delivery

How long will it take to receive my order?

If you place your order before 2pm Monday to Friday, we will ship it same day. You should expect your delivery within 1-2 business days after it is shipped. For more information on our delivery service, please click here.

Do I need to sign for my delivery?

Yes, to ensure the security of your parcel you will need to sign for it. If you are not at home when delivery is attempted, the delivery carrier will leave a calling card which you'll need to take with photo ID to the nominated collection point to collect your order.

What happens if my parcel is lost?

If your parcel gets lost we will happily open an investigation with the delivery carrier on your behalf. The delivery carrier will let us know the status of the investigation after five working days after they have contacted their Parcel Distribution Centre and the driver who was allocated delivery of your package. To open an investigation please contact our Customer Service team via phone on 1300 191 468 or email at customerservice@generalpantsgroup.com.

Do you offer international shipping?

Yes, please check out our International shipping table for delivery times and costs.

Returns & Exchanges

I'm returning my online order, how will I receive my refund?

Orders placed online will be refunded the way you made the purchase and a confirmation of the refund will be sent to the email address associated with your order once it has been processed. All returns to our online warehouse will be processed within 48 hours of receipt where possible. If you used a credit card, the funds will be credited back to your credit card within 1-5 business days, depending on your financial institution (on occasion a refund can take up to 10 business days to appear in your account). If you used PayPal to place your order, the funds will be visible in your PayPal balance immediately.

Can I send my item back to your online team for an exchange?

If you would like to exchange the size of an item, our online team will happily facilitate this wherever possible (we will make every attempt to contact you if this is not possible). If you'd like an exchange for a different item, you'll need to head into any of our retail stores with your proof of purchase. Unfortunately we don’t current offer exchanges on international orders.

Do you refund sale items?

Yes we do. Please refer to our returns page for details on returns.

I bought an item online but it is faulty, what can I do?

If you believe an item purchased is not of acceptable quality, please contact usand we will assist you with an outcome.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty and we arrange with you to return it to our online warehouse, we will refund your postage costs provided you provide a receipt for these postage costs.

E-Vouchers

How long will it take for my e-voucher to arrive?

Your e-voucher will be emailed to the nominated email address as soon as your payment has been approved. If an e-voucher has not arrived within a reasonable timeframe, please check your junk mail folder before contacting our Customer Service team.

Can my e-voucher expire?

E-vouchers are valid for three years.

Can an e-voucher be refunded?

Unfortunately we do not refund the value of e-vouchers.

Can I buy an e-voucher if I live outside Australia?

Yes, E-vouchers can be purchased in USA, Australia, New Zealand, Japan, Canada, UK and Europe. They can only be used in the country and currency of issue.

General Information

What do I do if I have forgotten my password to my account?

If you've forgotten your password click the link below and follow the instructions. Once you have requested a new password please allow up to 30 minutes to receive this via email.

RESET PASSWORD

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