General Enquiries  

 

Are your products genuine or copies?

 

Can you help me with my grooming question / concern?

Yes definitely. We will answer any of your grooming questions & concerns. Contact us through the chat, phone or click on contact us and tell us your problem, and we will assist you.

 

Is it safe to enter my credit card details online?

Above The Collar offers a secure payment solution for all payment methods. Rest assured, the payment method of your choice is 100% secure. 

Above The Collar uses Shopify Payments as our primary payment gateway for Mastercard and Visa to ensure a secure and easy payment. 

We also accept Afterpay and Zip Pay payments.

 

How long is the warranty of your products?

Brands	Warranty Period
American Crew	1 year
Bondi Boost	5 years
Eleven	1 year
Meridian	1 year
Muk	2 years
Panasonic	1 year
Parlux	2 years

 

If the warranty does not appear please email us at sales@abovethecollar.com.au

 

Can I place an order over the phone?

We are more than happy for you to phone us on 1300 487 114 to place your order over the phone. 

We accept payment via a Visa or Mastercard for phone orders. 

Our business hours are Monday to Friday 9am to 5pm. If you do contact us outside of these times we will respond to you as soon as possible. 

If you were wanting to pay via Afterpay, Zippay, Klarna, Laybuy or Paypal we are unable to process this over the phone. If you wish to contact us we are more than happy to help assist you over the phone with placing the order this way or we can email you an invoice for payment so this payment method can be used. 

 

Do you offer trade discounts or accounts?

Above The Collar already offers competitive prices direct to the public and we are not able to offer any trade discounts or wholesale trade accounts.

Please call us on 1300 487 114 or email us at sales@abovethecollar.com.au

 

Are your products cruelty free/vegan?

We do stock a wide range of cruelty free and vegan products.

Please check our website and feel free to contact us for recommendations as we are more than happy to help! 

 

Do you price match?

We are happy to price match with other Australian websites. Only in some instances are we unable to.

We ask that you call us on 1300 487 114 or send us an email to sales@abovethecollar.com.au and supply us with a link for the other website so we can confirm the request for you.

 

Do you offer gift wrapping?

Purchasing a Gift for someone? Why not add gift wrapping and make it a little more special! You can add this option to your shopping cart for $10.95 when you are at the checkout page.

 

I wish to place a corporate order. How do I do this? 

We are more than happy to assist you with placing a corporate order with us. 

Please contact our team via email - sales@abovethecollar.com.au with your needs and we will be in touch. 

 

 

Account Enquiries 

 

Why should I create an account with Above The Collar?

By creating an account with us on our site you will have access to all the latest products, grooming trends and promotional offers via our email newsletter. 

 

How do I create a new account with Above The Collar?

Simply click on the Account section of our website or click here and fill in your details. 

Don't forget to sign up to our newsletter so you never miss out on the latest promotions and offers! 

 

I am having issues accessing my account - what do I do?

You can reset your password on our site by selecting ‘Forgot your password’ on the Account log in page or click here

You will then be asked to enter the email address used to setup your account, and an account recovery email will be sent to your email address, where you will be able to reset your password and access your account information. 

 

How do I update my account details?

How do I unsubscribe from your newsletter?

To unsubscribe from our newsletter, simply open any newsletter you have received from us, scroll to the end of the email and click on the unsubscribe link.  

If you need any assistance, please feel free to contact us via our live chat, call us on 1300 487 114 or email our friendly customer service team at sales@abovethecollar.com.au so we can assist you with this. 

 

Do you have a wish list?

Our team is currently working on having a Wish List as an option to be available on our site at a later stage, however, please feel free to email us at sales@abovethecollar.com.au so we can assist you further. 

 

Do you have a rewards/loyalty program?

We have an ambassador program where you can get the chance of free products and many benefits. You can join through the ambassador page on our website or click here.

 

 

Orders & Promotions

 

Out of stock item, what should I do?

If the item is showing as ‘Add to Cart’ you will be able to add this item to your cart.  

However, depending on stock levels if you are after multiples of the same item, you will only be able to add the amount that we currently have in stock. 

You can get in contact with us for further updates via our live chat, call us on 1300 487 114 or feel free to email our friendly customer service team at sales@abovethecollar.com.au

 

I can't add multiple of the product that I want - what do I do?

Our website will not allow you to purchase multiples of the same item if we do not have the stock on hand. 

If you require multiple items please contact us and we can make special arrangements to get the desired quantity in from our supplier.

 

I have been charged twice for my order - what do I do?

Seeing multiple charges for a single transaction can be worrying, but it doesn’t necessarily mean you have been charged multiple times.

If you have noticed a duplicate payment after completing your order, and you have only received one email order confirmation from us after checking out, we would recommend contacting your payment platform as an error may have occurred.

In most cases, the money for duplicate transactions is sent back to your balance within a week.

 

My payment failed - what do I do?

If you are trying to place your order and your payment method has failed, we would recommend using a different payment method to complete your order.

Otherwise feel free to contact our customer service team on 1300 487 114 or via email - sales@abovethecollar.com.au so we can help resolve this for you. 

 

Problems placing an order - what do I do?

If you are having any issues or problems placing your order please feel free to reach out to our customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au and we can help trouble shoot this with you. 

We can also accept orders over the phone with a Visa/Mastercard payment, or even email you an invoice for payment if you are wanting to use a different payment method such as Paypal, Afterpay, Zippay etc. 

Sometimes certain browsers can cause issues with placing orders. We would recommend clearing your browser history and trying again or trying to place your order on another browser. 

 

Can I choose or change my sample?

Our free samples/gift with purchase items are between our Purchasing team and Suppliers and they cannot be changed or swapped for another free gift.  

Once you have met the requirements for the promotion, the free gift will appear in your cart at check out.   

Unless specified in our promotion that the gift with purchase can be selected at check out, then these gift options will appear as a banner at the checkout page for you to make a selection. 

 

How can I purchase and use my E-Gift Card Voucher?

How to purchase your E-Gift Card Voucher:

• You can purchase an E-Gift Card Voucher by clicking here
• Vouchers are available in the following amounts $50, $100, $150, $200, $250 and $300.
• Once you have placed your order for an E-Gift Card Voucher, you will receive an email confirmation and another email to follow shortly after with the E-Gift card code.
• No physical card is posted as this is an E-Gift Card.

How to use your E-Gift Card Voucher:

• All you need to do is enter this E-Gift Card voucher code in the ‘Discount Code’ section when checking out for this voucher to be redeemed.
• The total amount of the E-Gift Card voucher does not have to be used in one transaction and can be used for multiple orders.
• If you have any issues with this, please contact our customer service team via email at sales@abovethecollar.com.au, or via our online live chat or call us on 1300 487 114.

 

How do I use my store credit/gift card?

To use your store credit, please follow the below steps:

Step 1 - Make sure you are logged into your account
Step 2 - Select products you are wanting to purchase.
Step 3 - Review your order at check out
Step 4 - Enter your store credit code in the ‘Discount Code’ section at check out and this total will be deducted from your order amount.
Step 5 - Once this has been updated you will be able to proceed with your preferred payment method for the remainder of your order total. 

If you are having any issues applying your store credit to your order, please reach out to our friendly customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au so we can assist you further with this. 

 

Has my order gone through?

Once your order has gone through and has been successfully placed with us you will receive an email confirmation with your order number and details.

If you are at the check out/payment section and you are unsure if your order has been completed, please check your spam/junk email folder for an email order confirmation, as well as your bank account to see if any funds have been deducted from your account. 

If you already have an account with us, please log into your account and you will be able to view your past orders. You can check in this section to see if your order has gone through. 

 

Can I amend / cancel my order?

We make no guarantees that we are able to cancel, amend or make any changes to your order once it has been placed.   

If you wish to cancel your order or make any further changes like address changes, shipping method upgrades or change in quantities for your order, please contact us as soon as possible on 1300 487 114 or via our live chat platform. Our business hours are Monday to Friday 9am to 5pm. Alternatively please email us at sales@abovethecollar.com.au. If you do contact us outside of these times we will respond to you as soon as possible. 

Once your order has been sent to our warehouse for processing, it is very difficult to action these requests however, we will try our best to do this for you. 

If your parcel is processed in the warehouse and we are unable to cancel your order for you, returning your parcel back to our warehouse will be at your expense. 

Please refer to our returns policy at click here

We are not liable for replacements or refunds for parcels that are delivered to incorrect addresses provided, we always recommend reviewing your cart and shipping details before you check out! 

 

How to place an order with us?

To place an order with us log on to abovethecollar.com.au

1. Use the search bar to find the products you wish to purchase.
2. To add items to your cart, click on 'Add to Cart'.
3. To review your cart, click on the 'Bag' icon located at the upper right corner of the page.
4. When you're ready to finalise your order, click on ‘Checkout’ and your order summary will appear for you to review, once reviewed click on ‘Check out Now’
5. Fill in your preferred Shipping Address, Shipping Method and Payment Option then click on ‘Continue to Payment’ to proceed with your payment. 

You will receive a confirmation email shortly after you have successfully placed your order. 

 

Is there any insurance with our order?

Yes, all our deliveries within Australia have insurance of up to $1,500 with every order at NO EXTRA CHARGE.

 

Do you offer any promotions?

To view our latest promotions and offers please Click Here.

 

Can I apply more than one promo code for my order?

Unfortunately, our system only allows one code per order. 

There are times when multiple promotions are on with different codes, we would recommend working out which code to use to maximise your savings! 

 

My Discount Code is not working - what do I do?

If you are having any issues or trouble trying to use your promo/discount code please check the following- 

•  Are you entering the code correctly in the ‘Discount Code’ section at checkout?
•  Is there a minimum spend for this code to be activated and does it exclude bundles, appliances and fragrances? 
•  Is this code linked to your account/email? Are you logged into your account on our site? 
•  Have you received this code via a third party website? As we sadly do not accept codes from third parties. 
•  Are the products in your cart specific to the code you are trying to use? 

Our promo codes are set up to be used once per order, so if you have already used this code for a previous order you will be unable to use it again. 

Our system only allows one code to be used per order, you are not able to use multiple codes per order. 

Some of our codes have an expiry date, please check the T&Cs for the promotion to see if the code you are trying to use is still a valid code. 

If you have looked into this further and this code is still not working for you, please speak to our friendly customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au so we can assist you with this. 

 

What are your discount code T&Cs?

Please find the following information below for the T&Cs for using our discount codes for your next order with us :

• Discount codes do not apply to Hair Appliances, Bundles, Fragrances & Gift cards, unless otherwise stated on promotional banners.
• We cannot accept codes from any third party organizations or websites unless otherwise stated on abovethecollar.com.au
• Where a minimum spend is applicable to a discount code or voucher, the minimum spend must be achieved in order to receive the stated value of the discount code or voucher.
  
• The minimum spend is calculated by adding all the products from the specified collections together.
  
• Promotions and discount codes cannot be applied to an order once it has been processed.
  

If you are still having an issue with a code not working at checkout please reach out to our friendly team at sales@abovethecollar.com.au or call us on 1300 487 114.

 

How do I enter a discount code at check out on my mobile device?

If you are checking out using your phone and have a discount code to apply, simply go through the checkout steps below -

Step 1 - Make sure you are logged into your account on our site
Step 2 - Select products you are wanting to purchase.
Step 3 - Review your order at check out
Step 4 - At the payment section scroll up to where it says ‘Order Summary’ click on this and the discount code section should drop down for you to enter your code.
Step 5 - Once this has been updated you will be able to proceed with your preferred payment method for the remainder of your order total. 

If you are having any issues applying your discount code to your order, please reach out to our friendly customer service team via our live chat, call us on 1300 487 114 or email us at sales@abovethecollar.com.au so we can assist you further with this. 

 

 

Returns

 

What is your returns policy?

 

We gladly accept returns on products that you have purchased from us, as long as it is within 140 days and the item has not been used, however we do not offer exchanges on any of our products. 

We accept returns for the following reasons:

• Change of Mind Return - any return postage costs need to be covered by the customer, once parcel is received you will be offered the option of a full store credit or refund for the returned item if it meets the criteria stated above.
• Faulty/Damaged Product 
• Skin Reactions/Allergy Issues
• Incorrect Item received
• Faulty Hair and Electrical Appliances 

For returns for Faulty/Damaged Product, Skin Reactions/Allergy Issue, Incorrect Item received, Faulty Hair and Electrical Appliances please contact our friendly customer service team directly so we can give you the most appropriate returns information. 

Before returning your item, please fill out the returns form and our Customer Service Team will be in contact with you shortly.

Alternatively, please contact our customer service team on 1300 487 114 or email sales@abovethecollar.com.au

 

Can I return Hair Appliances and Electricals?

Hair appliances and electricals will only be accepted as a return if the product has not been opened, used and is in original packaging.

If your hair appliance is faulty and within the warranty period, this can be returned to us for testing. If this is not deemed faulty by our suppliers, this will need to be returned back to you, with an extra shipping charge of $7.95 that needs to be paid before this is returned to you.

Before returning your item, please fill out the returns form and our Customer Service Team will be in contact with you shortly.

Please note: Above The Collar are not liable to pay for returns that arrive in unacceptable condition. We take no responsibility for items when sending returns so please ensure these are sent via registered post such as Australia Post with accurate packaging. 

 

What if I received Incorrect Item / Missing item?

If you are missing an item or have received the wrong product to what you have ordered, please take a photo of the incorrect product or what you have received and send it through to our Customer Service team within 7 days of delivery. 

Please note: Do not use or dispose of this item until you have contacted our Customer Service team and received a response, or you will not be eligible for a refund or replacement.

 

What is your Change of Mind return policy?

Change of mind returns are accepted at Above The Collar, however the buyer is responsible for return postage. We also offer an option of a full store credit or refund for the item once returned in a resale-able condition. 

The returned product needs to be unopened, unused and in original packaging. If the returned product is not in this condition, you will be denied a store credit/refund and the product will be returned to you with an extra shipping charge of $7.95. 

Please select your products carefully as we are unable to facilitate store credit/refunds for change of mind returns that have been used and are not suitable for you. 

Special consideration is taken in regard to returns for an allergic reaction to the product or if the item may be faulty. Please contact our customer service team on 1300 487 114 or email sales@abovethecollar.com.au before returning your item so we can give you the correct returns information. 

Please note for returns for allergic reactions/possible faulty items the product will need to be assessed by both our team and the brands supplier, as we need to follow a specific procedure for these types of returns. 

RETURNS - What To Do:

1. Return Form

Before returning your item, please fill out the returns form and our Customer Service Team will be in contact with you shortly.

2. Contact us

If you would like to return product, please contact on our customer service team at sales@abovethecollar.com.au and/or call us at 1300 487 114

Please ensure you send through photos of the product and the invoice as well as a detailed description as this makes the process much easier and faster for you!

3. We will contact you

One of our amazing customer service representatives will contact  you within 24 - 48 hours via email with instructions on how to return this to us along with a pre-paid returns link if eligible.

4. Pack up your product and send it back to us

Once you have been given instructions and/or a returns label, please pack your item up carefully with substantial packaging inside so it can reach us without damages.

Please feel free to reuse the Above The Collar box or bag your order was sent in to make this easier!

Please print off your return label if one is give to you and stick this on to the front of your box, (if you are using your original box, please ensure ht new label is covering the old one)

Finally, drop your parcel off at an Australia Post in a post office box or directly at a Australian Post Outlet and email us through the tracking number so we can keep up to date with this!

5. What happens next?

We will get in contact with you as soon as this is received back at our warehouse,

This can take up to 7 business days for metro areas and even longer for regional and/or remote areas. 

 

What if I received a Faulty or Leaking/Damaged Product?

If you have received a faulty or leaking/damaged product, please contact our Customer Service team within 7 days with photos of the issue, your packing slip and a detailed description so we can sort this out as soon as possible for you.

Please note: Do not dispose of this item until you have contacted our Customer Service team and have received a response, or you will not be eligible for a refund or replacement.

Please understand, for any faulty goods we need to contact our suppliers and follow a specific procedure so please bear with us while we investigate. We will have an answer for you as soon as possible.

 

How will I receive my refund?

Once your returned parcel is received back at our warehouse, your refund will be processed back through the same payment method used to place your order. 

Once your refund has been processed you will receive an email confirmation of this. 

Please allow up to 5 business days for the funds to reach your account. 

If you do not receive these funds after the 5th business day, we would recommend contacting your payment platform.

 

 

Shipping

 

How much is it for postage in Australia?

 

How long will my delivery take to arrive?

• Standard Postage: 1-6  business days within Australia
• Express Postage: 1-3 business days, within Australia

 

What are your same day and saturday delivery options? (Sydney Metro only)

We do have an option for Same day and Saturday delivery.

This option is available for delivery to residential addresses ONLY within the Sydney Metro area (depending on delivery postcode).

All Afternoon/Tonight Delivery options are Mon-Fri dispatch on business days only, excluding Public Holidays

If your delivery address falls within the On Demand radius this option will appear at check out.

The price and delivery times for this service are as follows:

• $12.95: This Afternoon/Tomorrow Afternoon Delivery between 3pm-6pm
• $9.95: Tonight Delivery between 6pm-10pm (due to the current high volume of parcels, delivery may be later than 10pm)
• $12.95: Saturday Delivery between 1pm-6pm

Please note any deliveries for Saturday must be placed before 1.30pm Friday.

Unfortunately, this service is not available for commercial property, PO Boxes or Parcel Collect addresses.

Customers will need to make sure their contact details including phone number are provided for these orders as this will ensure a smooth process, this is a mandatory field required.

• This Afternoon/Tomorrow Afternoon Delivery cut off time: Any orders placed after the 10am cut off time (Mon-Fri) will be automatically swapped to Tomorrow Afternoon Delivery and will be dispatched the following business day. If under any circumstances, your order is delayed you will be contacted immediately with a solution.
• Tonight/Saturday Delivery cut off time: Any orders placed after the 1:30 pm cut off time (Mon-Fri) will be dispatched the following business day as per the delivery time/day selected. If under any circumstances, your order is delayed you will be contacted immediately with a solution.

 

Where is my order?

Once your order is dispatched you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel. 

You can also look into your tracking through the links provided below to see your updates with each new scan & an estimated delivery date.

If your parcel has been dispatched with Australia Post, Click Here to see further tracking notifications by entering your personal tracking number.

Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at sales@abovethecollar.com.au or call us on 1300 487 114.

 

I have an incorrect address on my order - what should I do?

If you notice your shipping address is incorrect or incomplete, please reach out to us immediately.

We make no guarantees that we are able to make changes to your order once it has been placed. 

It is your obligation to ensure all your address details are correct on your order for us to ship your parcel correctly. 

Once your order has been sent to our warehouse for processing, it is very difficult to make these changes however, we will try our best to do this for you. 

Your parcel will be shipped as per your instructions. Once the parcel has been delivered to the provided address, we will not be held responsible and we are not liable for replacements or refunds for parcels that are delivered to incorrect addresses provided. We always recommend reviewing your cart and shipping details before you check out! 

If your order has been dispatched from our warehouse and is in the care of Australia Post, you will be able to amend your address once your tracking has been updated with Australia Post via their website or the MyPost app Australia Post Tracking App – Track parcels and control deliveries on the go - Australia Post (auspost.com.au) . 

Simply enter your tracking number via the Australia Post site or MyPost app under the ‘Enter Tracking Number’ section and you will be able to amend your address or redirect your parcel here. 

 

How can I track my order?

Once your order is dispatched you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel. The link provided in this email is the best place to view and track your parcel's delivery.   

You can also look into your tracking through the links provided below to see your updates with each new scan & an estimated delivery date.

If your parcel has been dispatched with Australia Post, Click Here to see further tracking notifications by entering your personal tracking number.

Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at sales@abovethecollar.com.au or call us on 1300 487 114.

 

Is my click & collect order ready?

If you have selected Click & Collect, please wait for your ready for Collection email! Pick up is generally available within 2 business hours of being placed. 

Collection times during business hours:
Caringbah Warehouse = Mon - Fri, excluding public Holidays

When your order is ready for collection you will receive an email notification. 
Please DO NOT come to collect your parcel prior to receiving this email notification as your order will not be ready to collect. Please also check your junk folder. 

If you are unsure if your order is ready for collection, please call our customer service team on 1300 487 114 as they will be able to advise you of your order status. 

If the order cannot be fulfilled, head office will contact you as soon as possible. 

 

My parcel is Lost in Transit, what do I do?

If you think your parcel may be lost in transit, please follow the steps listed below to find the latest update of your parcels status- 

To find your tracking number click on the email tracking link sent to you when your order was dispatched or copy and paste your tracking number into the correct postal service being used to deliver your parcel. 

Make sure the tracking number and address details are correct. 

Once your tracking number has been searched in the system the latest updates will show for your parcel. 

Please check here to see if your parcel has been updated to ‘delivered’ or if it is saying ‘awaiting collection from your LPO’ 

If your parcel is still showing as ‘processing’ or ‘delayed’ or has not had any further updates for 5 or more business days, or is past the ETA date for delivery please contact our customer service team via our live chat or call us on 1300 487 114 or email sales@abovethecollar.com.au, so we can launch an investigation into this with the postage service. 

 

Will I receive confirmation of my parcel delivery?

When your order has been dispatched from our warehouse you will receive an email with tracking information with a link to track your parcel. 

We would recommend checking your tracking first with the postage service to see if it has been updated as “delivered”. 

If your order has been confirmed as delivered to your address but you are unable to find it, please check your surrounding area for the parcel to see if the driver has put it in a safe place where it's not visible from the street. 

Our parcels are marked as “safe drop” however it is up to the driver’s discretion as to whether a location is safe to leave a parcel. If they feel it is unsafe your parcel may be available to collect from your Local Post Office. 

If you have searched for your parcel and can still not locate it, please contact our customer service team on 1300 487 114 or via our live chat platform. Our business hours are Monday to Friday 9am to 5pm. Alternatively please email us at sales@abovethecollar.com.au so we can create an investigation into this with the courier company for you. 

We do not take responsibility for orders that are lost or stolen once the parcel has been delivered to the correct delivery address    

 

How can I check my delivery?

To check your delivery status, you will need to find your tracking number. You can click on the email tracking link sent to you when your order was dispatched or copy and paste your tracking number into the correct postal service being used to deliver your parcel.  

Make sure the tracking number and address details are correct. 

Once your tracking number has been searched in the system the latest updates will show for your parcel. 

Please check here to see if your parcel has been updated to ‘delivered’ or if it is saying ‘awaiting collection from your LPO’ 

If you need further assistance, please feel free to reach out to our customer service team via our live chat or call us on 1300 487 114 or email sales@abovethecollar.com.au