Get On The Beers - Mask
Get on the beers with Dandrews by your side with this exclusive Troy Candy face mask.
With this neoprene mask keep covered in comfort.
When will my pre-order be delivered?
The pre-order items are still being manufactured and will be with us shortly. As soon as we receive them, we will dispatch them and supply you with a tracking number.
How do I make a return?
We’re sorry you are not happy with your items. To make a return, you mail back your item within 14 days of delivery. Making a return is now super easy! Just use the following link: https://troycandy.com/pages/returns-procedure. You will then be able to generate a return form using this link. Print the form and post it back with your item to the address listed on the form. Once the item is received and inspected, you will then be issued a credit note for the same amount. You will need to login with your Troy Candy Account so please create one if you do not have a one. Be sure to use the same email address as the one you used to place your order.
Can I exchange for another size?
We do not offer an exchange option, instead we offer credit for all returns. Please note - we cannot guarantee that the item you require will be in stock at the time you are issued with credit. Credit is sent via email, and once received you can use it to purchase any item on the Troy Candy website.
Does Troy Candy offer refunds?
We do not offer refunds for returned items, but we do offer you credit. You can refer to our returns policy on our website through the following link: https://troycandy.com/pages/returns-policy
When will you be releasing new products?
Information regarding new product and the restocking of current product will be released via Troy Candy's Instagram account. Please keep an eye on this for all product updates.
My tracking has not been updated, is my order delayed?
Due to higher than average demand on the postal system, Australia Post are experiencing minor delays. To speed up delivery times. Australia Post have in some cases reduced how often your item is scanned into the tracking system, so as a result your tracking may only update once your order is at your local delivery deport ready for delivery. Thank you for your understanding!
DELAYS EXPECTED
We are currently transitioning our stock between warehouses which may cause a delay in the dispatch of your items. We expect to be fully operational before the end of June and appreciate your support and understanding during this time.
Why are we moving our stock? So we can improve the fulfilment and dispatch of your goods and deliver a better customer service experience. Unfortunately that does mean some delays before we are up and running.
🚚 FREE SHIPPING WORLDWIDE ON ORDERS OVER $80
Due to the current COVID-19 Pandemic there may be some delays to the shipping of your products. Australia Post is unable to give exact time frames, however you can see an up to date look at their most recent estimates below:
WITHIN AUSTRALIA: https://auspost.com.au/service-updates
OUTSIDE AUSTRALIA: https://auspost.com.au/service-updates/international-delivery-updates
PO BOXES
We've updated our shipping policy, we are now able to deliver to PO Boxes/Parcel Lockers. If you enter a PO Box address, your order will be shipped.
STANDARD DELIVERY – AUSTRALIA
If you select 'Free Shipping', your order will be sent via Australia Post without tracking using an Authority To Leave (Without Signature) service. We strongly recommend providing a business address to guarantee the safe delivery of your order. If you do not provide a business address and delivery is attempted while no one is home, the courier will leave your parcel at your property. Unfortunately, we cannot be held responsible for lost or stolen parcels so please use a business address wherever possible.
If you have a question regarding your delivery, you can contact Australia Post directly on 13 76 78 (13 POST). If they're unable to assist you, feel free to get in touch with us.
EXPRESS DELIVERY – AUSTRALIA
If you select 'Express Shipping', your order will be sent express via Australia Post Express using an Authority To Leave (Without Signature) service. We strongly recommend providing a business address to guarantee the safe delivery of your order. If you do not provide a business address and delivery is attempted while no one is home, the courier will leave your parcel at your property. Unfortunately, we cannot be held responsible for lost or stolen parcels so please use a business address wherever possible.
If you have a question regarding your delivery, you can contact Australia Post directly on 13 76 78 (13 POST). If they're unable to assist you, feel free to get in touch with us.
STANDARD INTERNATIONAL DELIVERY - AUSTRALIA POST
Orders sent via Australia Post’s international shipping service are shipped via a standard service without tracking. Once your order leaves Australia, it will be transferred to your local postal service for delivery.
To avoid any concerns with delivery, we recommend providing a business address to ensure your order is signed for when delivery is attempted. If delivery is attempted when no one is home, your parcel should be left in a secure location or a card will be left with collection information, depending on your local shipping courier’s processes.
We have highlighted our main international carriers below for you. Please note, as this is a standard service, delivery times vary and delays may be experienced. Please see the Australia Post website for more information here.
Below is a list of the major national postal services that your parcel will be shipped via:
UK - Royal Mail
Canada - Canada Post
The Netherlands - PostNL International parcel tracking service
Germany - Deutsche Post
France - La Poste
CURRENCY CONVERSIONS
Currency conversions are estimates only and the total amount you are charged will depend on the exchange rate and processing fees your bank charges you. Your order total will display in AUD at checkout (even where you are using our currency converter to view prices in your local currency) and all order confirmation emails and invoices will show AUD. The conversion rate you are charged will be decided by your bank. While most exchange rate systems are very similar, we can't guarantee the exchange rate we are using to display an approximate price to you on our site will be the same exchange rate that your bank uses when processing your transaction.
INTERNATIONAL TAXES & DUTIES
You may be charged import duties and taxes by your local customs authority when your parcel is received into your country. Duties rates vary depending on the value of the goods, what they are made of and where they are made. Importantly, all countries have different rules regarding this so we are unable to tell you exactly what duties you may be required to pay as this is determined on import by local customs officials. You will not always be required to pay duties or import tax, but it is important that you make yourself aware of the duties that apply in your country in case you are charged to avoid any surprises. We have highlighted some customs websites to refer to before purchasing below.
Please note, if you decide not to pay import taxes or duties and choose to reject the parcel, you will not be refunded for your order.
Canada: https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html
New Zealand: https://www.customs.govt.nz/personal/online-shopping/
The UK: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
FREE SHIPPING THRESHOLDS
Please note, free shipping thresholds only apply to the order after discount codes have been applied and before shipping costs are added ie. the amount spent on items in your order (excluding any shipping costs) must exceed our minimum spend in order to qualify for free shipping.
SALE PERIODS & PUBLIC HOLIDAYS
Due to the huge response we receive during sale and promotional periods, there are times when we will be unable to ship your order the following business day. Please allow additional days for the processing of your order during sale times, as well as any Victorian (and Australian) public holidays when our dispatch centre is closed. Public holiday information can be found here.
PRE-ORDERS
Pre-orders will not be shipped until the estimated shipping date mentioned on the product page. Any non pre-order available items on your order will be shipped immediately and your pre-order will be sent in a separate parcel when it arrives. Please note, we are unable to give exact shipping dates for pre-orders other than the indicative time displayed on the product information page, however we will make every effort to contact you if your order is going to be delayed.
Please note, we are not able to cancel any orders for pre-order styles unless stated otherwise.
EDITING ORDERS & ADDRESSES
Changes to items on orders, shipping addresses or names are not possible once an order has been processed. Please check your billing and shipping information carefully before you place your order as our dispatch team processes orders quickly.
CUSTOMS HOLDS
Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above and you have not been contacted regarding your delivery by one of our shipping couriers, please get in touch with us and we will investigate your delivery on your behalf.
SHIPPING TIMES - CHRISTMAS & NYE PERIOD
Please note, pre-Christmas delivery is not a guarantee provided by our shipping couriers. The following information is to be used as a guide only and we cannot be held responsible for parcels that are not delivered before Christmas.
If you are located in the CBD of Melbourne, Sydney, Adelaide, Canberra, Brisbane or Perth, the last order date for pre-Christmas and NYE delivery is 10am Thursday December 19. If you are located within the metro area of a major city, we recommend placing your order by 10am Wednesday December 18. For shipping outside of the above AU metro areas and US/CAN orders shipped via Australia Post, we recommend ordering no later than 10am AEDT Monday 9th of December.
For all other international orders, shipping times will vary based on your local postal service and we recommend placing your order as early as possible to avoid disappointment.
Delays in tracking information, shipping and delivery may also be experienced during our end of season sale due to the high volume of orders in the domestic and international postal networks.
We only accept returns (for a credit note) via our online return process. Please view the procedure here. Our policy lasts 14 days. If 14 days have gone by since the delivery of your item, unfortunately we cannot offer you any exchange, credit or refund.
In the event you want to return an item (within 14 days from date of delivery), we can offer a credit note only.
Refunds or exchanges will only be provided in the event that an item is not in its intended original condition, is damaged or missing parts for reasons due to our error. Sale items also cannot be refunded.
To be eligible for a return, your item must:
- Be unused
- In the same condition that you received it
- In the original packaging
- Have no damage or markings on the garment
Non-returnable items include:
- Gift Cards
- All Sale Items
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your credit note or refund. If you are approved, your credit note or refund will be processed and a credit will automatically be applied to the original method of payment. Credit notes will be given for change of mind.
Please note: change of mind also includes ordering the wrong size and the wrong colour.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at ask@troycandy.com.
To complete your return, please read about our returns procedure here.
We only replace items if they are defective or damaged.
Our policies are in accordance with the Australian Consumer Law.