F.A.Q.'s

Security & Privacy | Shipping & Delivery | Order Information | Returns & Exchanges | Contact Details

Security & Privacy
Is chefshat.com.au a safe and secure website to enter my credit card and personal information?
What is your privacy policy?
Shipping & Delivery
What are the delivery charges?
What postal service is used?
How long will my order take to deliver?
Can you deliver my order via Express Post?
My order has not arrived. What should I do?
Order Information
How do I place an on-line order?
How do I place a phone order?
What forms of payment do you accept?
When is my credit card charged?
How do you process orders where items are not in stock?
How do I know if an item I have ordered is on backorder?
How will I know when my backorder has been sent?
Can I cancel or change my order?
How do I check the status of my order online?
Returns & Exchanges
What if my uniform order is the wrong size?
How do I return an item? How do I exchange an item? What are the fees?

Security & Privacy

Is chefshat.com.au a safe and secure website to enter my credit card and personal information?
Your privacy is of utmost importance to us. All your confidential information is transferred securely via your browser using industry standard high-grade encryption (RC4 128 bit). Once your order has been processed your credit card information is destroyed. We will never provide or on-sell your contact details to a third party.

What is your privacy policy?
At Chef's Hat we take your privacy very seriously. Any details supplied are only used to process your order. We will never provide or on-sell your contact details to a third party.

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Shipping & Delivery

What are the delivery charges?

We have a delivery fee for all orders of a standard size* of $10.00, however all orders over $400 will be shipped to you for free! (within the Melbourne Metropolian Area).

*A Standard sized parcel is any parcel with a full width measurement circumferance of 140cm or less and does not exceed the total weight of 20 kg.

*Shipping charges may vary depending on your region and the size of your order. We will contact you with any variation before processing your order.

What postal service is used?
All standard sized orders will be sent via Australia Post and require a signature for collection. Any larger orders will be freighted with the appropriate additional charges (you will be notified if any)

How long will my order take to deliver?
Please allow 2 - 7 days for your order to be dispatched.

Can you deliver my order via Express Post?
Urgent orders can be sent via Express Post Satchels. If you require this service please request Express Post within the additional comments area during checkout. Express Post will be charged $16.00. Size limits are 5kg and/or 435mm x 510mm. Please contact us for a quote if you require a large order sent via Express Post Parcels..

My order has not arrived. What should I do?
You will receive an email notification when your order has been dispatched which will include your order tracking details. If your order has not arrived by the estimated delivery time to your area, use your order tracking details to find your order. The majority of missing orders are generally awaiting collection from your local post office. If convenient please contact your local Post Office to see if your parcel is awaiting collection.

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Order Information

How do I place an on-line order?
Placing an order with chefshat.com.au is an easy and straight forward process. All our products are shown with a variety of options depending on the product. Select any required options such as colour and size, and the quantity you require, then click the 'Add to Cart' button. This will display your shopping cart, where you can either select 'continue shopping' to add more items or 'checkout' to complete your order. If you continue shopping a shopping cart menu will be present throughout your browsing session allowing you to go back to your cart and make any adjustments to your order.

Once you have completed your order, click on the 'Checkout' button. Enter your name and address details and click the 'Continue' button. You will be transferred to our secure server where you enter your payments details securely. When you have completed your payment, click on the 'Purchase' button. Your order will then be processed and you will be presented with a confirmation screen detailing your order. You can print this page for your receipt, and a confirmation email will also be sent to your supplied email address.

Upon receipt of your online order, chef.com.au will immediately prepare and dispatch your goods. If we are out of stock of items or any unexpected delays occur you will be notified by email or landline, giving the choice of waiting, changing the goods or cancelling your order. All backordered orders will be given an approximate delivery date.

How do I place a phone order?
Browse the site and make a list of the product codes of the items that you require, along with any colour or size variations, and phone us on 03 9682 1441. Ensure that you have your credit card details at hand.

What forms of payment do you accept?
We accept Credit Card (Visa, MasterCard and American Express), Direct Deposit & Cheque.

When is my credit card charged?
Your credit card is charged when your order is processed for dispatch.

How do you process orders where items are not in stock?
We have a massive stockholding of products featured on our website, and the majority of orders are dispatched immediately. From time to time we may be out of stock. If so we will email you details of items that are out of stock and advise an estimated availability date. You have the option of either:

1. having the balance of your order dispatched immediately and your backordered items sent when available. You will not be charged postage for additional deliveries.
2. cancelling the unavailable items and the balance of your order dispatched immediately.
3. cancelling your entire order.

How do I know if an item I have ordered is on backorder?
You will be contacted by either phone or email

How will I know when my backorder has been sent?
You will receive an email notification when your backorder has been dispatched.

Can I cancel or change my order?
If your order has not already been sent please contact us on 03 9682 1441 between 9.00am and 5.30pm AEST Monday to Friday (excluding public holidays) to discuss any changes.

How do I check the status of my order online?
Log-in to your account and check 'Order Status'

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Returns and Exchanges

What if my uniform order is the wrong size?
Don't worry if your uniforms do not fit, you can send them back to us, free of postage charges, in exchange for the correct size. All returns and exchanges require a Return Authorisation Number (RAN). Please complete the returns and exchanges form.

How do I return an item? How do I exchange an item? What are the fees?
For uniform size exchanges see above What if my uniform order is the wrong size?

Your satisfaction is important to us. Returns or exchanges will be accepted within 2 weeks of receiving your return order. Products that have been used, worn, damaged or not in a re-saleable state are non-returnable.

Customers are responsible for return shipping charges (uniform size exchanges excepted). All returns and exchanges require a Return Authorisation Number (RAN). Please click here to complete the returns and exchanges form and obtain your RAN. For your protection, please insure your return and send it prepaid. Shipping and handling fees are not refundable. Returns sent COD will be returned to the sender.

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