FREE SHIPPING ON ORDERS OVER $75
0 Cart
Added to Cart
    You have items in your cart
    You have 1 item in your cart
    Total

    FAQS

    Below are a list of frequently asked questions that could be useful. 

    SHIPPING

    How do i know my order has been shipped?

    We are pleased to offer free Australian delivery on all orders over $75.
    For orders under $75, we charge a $15 flat-rate for delivery.

    Orders placed before 12pm AEST (business days) will be dispatched on the same day. 

    Once your order has been shipped you will receive an email with your tracking number which can be tracked on our Track Shipping page. 

    Do you ship internationally? 

    Yes, we do please use our shipping calculator to see regions we ship to. 

    What happens if my items get lost in the mail?

    Sometimes, orders can be sent in multiple satchels/boxes as they may have not fit in just one. Please contact our Customer Service Department to check if this is the case. If in the rare chance we have missed an item off your order our customer service team are here to help.

    What happens if an item is missing from my order?

    Sometimes, orders can be sent in multiple satchels/boxes if they do not fit in a single box or are fulfilled from multiple locations. Please contact our Customer Service Department to check if this is the case. 

    What happens if I receive an incorrect item?

    If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

    Do you deliver to PO Box address?

    Yes. We can deliver to any PO Box address in Australia.

    Can you deliver to my work address?

    Yes. We can deliver to any registered address in Australia.

     

    RETURNS

    What is your returns policy? 

    You have the right to a refund or exchange if you are unhappy with the size or fit of your item*, your item is faulty or if it is different to that shown or described. Simply return it to us within 21 days from the date of purchase.

    * Note: we do not allow refunds or exchanges on sale items or decals.

    REFUNDS

    For a refund due to faulty item 21 days for a refund due to any other reason
    Australia
    • You pay to return the item to us
    • We’ll refund the full item amount + your cost to return the goods
    • $0 handling fee
    • Please note no refunds on sale items or decals
    • You pay to return the item to us
    • We’ll refund the full item amount
    • $0 handling fee
    • Please note no refunds on sale items or decals
    Rest of the World
    • You pay to return the item to us
    • We’ll refund the full item amount
    • $0 handling fee
    • Please note no refunds on sale items or decals
    • You pay to return the item to us
    • We’ll refund the full item amount
    • $0 handling fee
    • Please note no refunds on sale items or decals

    EXCHANGES

    For an exchange due to faulty item 21 days for an exchange due to any other reason
    Australia
    • You pay to return the item to us
    • We’ll refund your cost to return the goods
    • We’ll send your exchange item for free*
    • $0 handling fee
    • You pay to return the item to us
    • We’ll send your exchange item for free**
    • $0 handling fee
    Rest of the World
    • You pay to return the item to us
    • We’ll send your exchange item for free*
    • $0 handling fee
    • You pay to return the item to us
    • We’ll send your exchange item
    • $20 handling fee
    * Your first exchange per order within Australia is free, subsequent exchanges carry a $10 handling fee
    GIFT CARD FAQ
    • Gift cards can only be used at the online store at jetpilot.com.au
    • You cannot purchase an online gift certificate with another gift certificate.
    • If the amount of your online gift certificates does not cover the total order amount, you will need to pay the remainder of the purchase using another payment method. (PayPal, Eway, Afterpay)
    • If the amount of your online gift certificates is more than the total order amount, the balance will remain on your gift certificate for your next purchase using the same gift certificate code.
    • If you are wanting to find out the balance of your gift card, log into your VIP account and scroll down to the gift card tab on the left side bar.
    • Online gift certificates are non-transferable, non-refundable and are not redeemable for cash.
    • We cannot replace lost or stolen online gift certificates, nor will we extend expired gift cards.
    • Should The Customer return items bought with the use of the Gift Card JetPilot Australia will, at JetPilot Australia’s discretion – Issue a refund by way of credit to their gift card or line of credit up to the value of the gift card amount redeemed, and by regular refund for the value exceeding the value of the gift card.
    • All purchased gift cards are valid for 36 months from date of purchase unless stated otherwise.

    WEBSITE AND ACCOUNT INFORMATION

    How do i find an item? 

    Use our online search tool to locate the product. Simply enter all or part of the product name in the search field on our homepage and hit search.

    How do i change my account information? 

    Log in to your account by clicking on the Login tab located in the top right hand corner of any page's navigation bar. 

    1. Enter your email address and password 
    2. Click on the "Login" button 
    3. Click on the "Edit" button located next to section you wish to edit 
    4. Update your new information 
    5. Click on the "Save" button

    What if i forgot my password? 

    If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below: 

    1. Click on Login located in the top navigation bar 
    2. Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address 
    3. Type your email address and click "Reset Password". We will send an email with a password reset link. 
    4. Click the link inside the email. 
    5. Enter a new password and click "Reset Password"