FREQUENTLY ASKED QUESTIONS (FAQs)



Shipping

Delivery options for Domestic:

Service Transit Time Cost
TNT Express 2-4 business days (Signature Required) AUD $7.50

 

Delivery options for International:

Service Transit Time Cost
Federal Express 2-4 business days Costs may vary. Click here for calculator.
Australia Post International Express Courier 2-4 business days Costs may vary. Click here for calculator.
Australia Post Pack&Track 3-10 business days Costs may vary. Click here for calculator.
Australia Post Airmail 6 weeks Costs may vary. Click here for calculator.

Please note these are estimates and the length of time your item takes to be delivered is determined on the destination and service you use.

For more information see our FAQ.

 

RETURNS

How do I return an item?

Please contact us within 30 business days of receiving the item, citing your order reference number and nature of the return and we can guide you through the returns process.

What are my options when returning an item?

If defective – refund back to your original payment method, store credit or exchange (depending on stock availability).

Have you received my return?

Once received, your request will be processed within 1-3 business days to when it is received. For refunds, please note that your financial institution may need 3-5 business days to clear the funds back into your account.

What is Getmusic’s return policy?

Item(s) must be returned within 30 business days to when it is received.

Item(s) must be unworn and unused with the original tags still attached.

Item(s) must be in the original packaging.

If you are returning the item on the basis of a damage/defect we will cover the cost of postage.

What if the item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us so we can guide you through the returns process and help resolve the problem. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.

What if I don’t have the original packaging?

If you are missing our delivery box or satchel, use a similar sized cardboard box or delivery satchel. Please keep in mind that you are responsible for safely packing your returns so we receive the item in their original condition.

We reserve the right to refuse a return if the policy is not adhered to.

What if the item I received is not what I ordered?

Please contact us so we can arrange for the correct item to be delivered.

When will I receive my refund?

Once the return is received, your request will be processed within 1-3 business days. Please note that your financial institution may need 3-5 business days to clear the funds back into your account.

Don’t forget – we send you emails along the way so keep an eye out on your inbox (including your junk/spam folder).

How will I be refunded?

You will be refunded the same way you paid, credited into the same account your payment came from.

What is store credit?

When returning an item, you can opt for store credit. Once your return is received and processed, this credit (in the amount of your price) will be available online in your Getmusic account. Ready to apply to your next purchase.

Please note store credits are applied the account registered with the same email address used to place the order.

Once store credit has been issued, that value cannot be changed to a cash refund for any future returns.

How do I exchange an item?

Exchange for a different size:

Please contact us within 20 business days of receiving the order, specifying the item and preferred size.

Exchange for a different colour or item:

We only accept exchanges for a different size. If you would like a different colour or item, please return your item for a refund and place a new order for the item you prefer.

DELIVERY

How long does delivery take?

See delivery times here.

How much does delivery cost?

See delivery costs here.

How can I track my order?

Once your order has shipped, you will receive an email containing a tracking ID number and link.

How do I change my address after my has been placed?

We process and pack your order as fast as possible. Your delivery address can only be changed as long as your order has not been prepared for shipment. To change your delivery address,  us.

Do you ship internationally?

Yes.

What if I am not home when my order arrives?

It will either be left unattended at your address by Australia Post or the courier will leave a note for you to collect your parcel or arrange a re-delivery. If the parcel is unclaimed, it will be returned to our warehouse.

Do you deliver to PO Boxes or Parcel Lockers?

TNT Express and Federal Express do not deliver to PO Boxes or Parcel Lockers.

Will I have to pay customs duties or taxes on my order?

Any international orders may be subject to import duties and taxes applied by customs or postal authorities to the country of delivery. Any additional charges that incur for customs clearance are the sole responsibility of the buyer. Our postal charge does not include possible taxes or duties. Getmusic has no control over these charges and cannot predict what they may be. It is the sole discretion of the custom agents to release your package. Contact your local customs office to determine any potential charges before you place your order.

My tracking information isn’t displaying.

It can take a few days following order shipment before the tracking number becomes active on the courier’s system. If the information has not appeared on the courier’s website, please try again later.

ORDERS

I need help with my order. Who can I contact?

Contact out Customer Service team.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account. For further assistance, contact us.

How do I change my order after purchasing?

We process and pack your order as fast as possible. If your order has not yet shipped and you require an address change, contact us. Please note we do not split or combine orders.

What payment types do you accept?

1. Credit Cards (including Visa, MasterCard, American Express)

2. PayPal

3. Store Credit

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. The Getmusic payment system has a 256-bit SSL security encryption certification. You can see the transaction is secure if a key lock is visible in the bottom right corner of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks via EP2 Payment Gateway (Payment Card Industry – Data Security certified Payment Gateway). You can rest assured that your credit card and bank account information will be secured.

What is a pre-order and when will I receive it?

Getmusic allows fans to reserve copies of new albums in advance of release date by placing a pre-order. Pre-order customers will be charged when they place their order. We make every effort to ship pre-orders to arrive as close as possible to the official release date.

I only received part of my order. What do I do?

Please be sure to open and check the contents and packing slip carefully.

If the missing item is not displayed, then the item may be on back-order at the time your order was shipped. Once the requisite stock arrives to us, we will ship out the remaining items from your order as soon as possible. If your packing slip does indicate your item contact us.

NOTE: If your order contains a pre-ordered item, any additional items from that order may be held until all items ordered can be shipped together. If you would like to receive those additional items before the release date of a pre-order, you should place a separate order, which does not contain any pre-ordered items.

How do I access the digital download component of my order?

A download link will be contained within your order confirmation. Please be sure to check all folders including junk/spam. If you aren’t able to find it contact us.

ORDERS AND PAYMENTS

Please be aware once your order has been placed it has therefore begun to process and no amendments or cancellations can be made. We are not able to combine orders, pre-orders inclusive.

Please allow 24 hours for the warehouse to prepare your package. Orders placed over the weekend will not be processed until the following Monday. Customers will be notified via e-mail once their order has been dispatched alongside a tracking number (provided you selected tracking).

All indicated product prices and payments made on Getmusic are in AUD dollar currency.

We accept the following payment methods: PayPal, Visa, Mastercard and American Express. Transactions are accepted securely at the time of the order placed, pre-orders inclusive.

RETURNS

We utilise industry packaging to ensure the integrity of our product to the best of our abilities, however, during transit, some items occasionally receive minor damage. If you are absolutely unsatisfied with the condition of your product you receive, or wish to request a return, please contact us.

Contact Us

Still haven’t found the answer to your question? Send us an e-mail.