FAQ

 

How do I sign up for the Unreal Fur newsletter?
Please re fresh your browser CRTL +F5 and the pop up should appear. If not contact our inquiries email and ask them to look into it for you. 

 

What happens if I cannot find my 15% Off Voucher:

Please look through your junk mail / spam folders to see if the voucher has appeared in there. It is an automated email so can be sent there. 

 

I have seen a product but it no longer seems to be in stock, can I order it in or how can I find out if it is coming back in stock?
Some of our most popular products can run out very quickly which is why we encourage you to be quick and get in before everyone else! 

Alternatively, use our search by category function to see if there is a similar style you might like to purchase instead.

 

Has my order been shipped out yet?
To track your order please contact us at info@unrealfur.com.au

Please note our warehouse is open between 9am and 5.30pm Monday – Thursday Sydney AEST. Fridays, we are open from the hours of 9am -3pm Sydney AEST.

Please be patient if you place an order after hours. All orders placed after hours will be shipped next day. Weekend orders will be shipped the following Monday.

 

What is your standard delivery service?
DHL (International).

All parcels can be tracked via their website or the link in your email – sent once your goods are shipped.

 

What is our returns policy?

We will only offer an exchange or refund of your goods within 14 days of delivery. Please note goods must to be in an unworn, unused and originally packed state. We will only accept returns sent in a satchel (as per their arrival) unless specified differently via our customer service team. We will not accept a return which is sent in a box or any other non- approved format. We will only accept a return which is sent back with a Return Authorisation Number. This will be sent through via our customer service team once a return has been accepted.

 

Please email info@unrealfur.com.au and our customer service team will advise if we are able to return or exchange your goods. 

 

WE WILL NOT RETURN AN ITEM WHICH IS PART OF OUR FLASH OFFER, END OF SEASON SALE, BOXING DAY SALE OR ANY OTHER FLASH SALE PROMO. PLEASE READ OUR T&C's CAREFULLY PRIOR TO PURCHASE.

SALES ARE FINAL ON SALE ITEMS AND WILL NOT BE REFUNDED OR EXCHANGED PLEASE CHOOSE CARFULLY.

 

 

 

 

 

RETURNING YOUR GARMENT:

 

How to return an item:

If you would like to return for an unsuitable item, please follow the below steps:

1. Send an email through to info@unrealfur.com.au, listing your contact details, order number, item, whether you would like to exchange or return, and the reason for your return, within 14 days of your purchase date.

2. Unreal Fur will respond to your email to confirm your return, and provide our delivery address for your return. Please do not send your garment back without emailing us first, as this may lead to your return not being correctly processed.

3. Please carefully package up your new/unworn garment with all tags attached; items must be returned to us in the same new condition in which they were delivered. Please ensure that a copy of your original invoice is enclosed aswel as the new pro forma invoice which will be sent with your DHL returns slip. Please ensure as stated above your goods are sent back in a satchel. Boxes will not be accepted.

4. Please note that all return shipping charges are the responsibility of the customer. Unreal Fur does not cover any return postage costs. Please use a service with tracking so we can follow your delivery; Unreal Fur cannot be liable to refund any items that go missing in the post.

5. Once your return has been received at our head office, we will check it over to ensure it complies with our requirements, and once confirmed we will process your refund, send out your exchange or issue you with your online credit voucher via email. All refunds will be processed via your original method of payment, and can take 1-5 days depending on your financial institution.

EXCHANGING YOUR GARMENT:

 

Exchanging for a different size:

We can make a direct exchange if your  item is the exact value of the original purchase. If you wish to exchange for a different size in the same colour or shape please email info@unrealfur.com.au with your invoice information. We will provide you with the a DHL returns slip and pro forma commercial invoice to have the goods sent back to us. Once we receive the goods back to our warehouse we will organise the exchange to be shipped out and send through tracking information.

 

Exchanging for a different style:

If you wish to exchange for an item with a different value, you will need to email accounts@unrealfur.com.au with your request and we can either charge the difference to your card or organise payment via the phone or paypal.

 

Faulty Goods:

Please note this policy does not extend to faulty garments. Under the Australian Consumer Law we are required to repair, return or credit all faulty goods. Please email info@unrealfur.com.au if you have a faulty garment and we will contact you directly to rectify your issue as quickly as possible.

 

Unreal Fur will not be liable for duties and taxes incurred by the recipient as a result of national custom laws. Should the garment be returned to Unreal Fur, only the paid price of the garment will be refunded to you. Please contact your customs department for more information on duties and taxes.

 

 

How do I know if you’ve received my returned goods?
We will email you and let you know as soon as our warehouse has processed your returned goods.

If you do not receive an email from us within 10 days of posting your parcel back to us, please email us at info@unrealfur.com.au 

We will get back to you as soon as possible.  Please note your tracking number so we can assist to track your parcel if necessary.

 

Do you have a shop?

We are purely an online store, which means you can shop with us 24 hours a day, 7 days a week – what’s better than that?

 

What can I do if something is wrong with my order?
If something is wrong with your order, whether it be the wrong item or something is missing please email us at
info@unrealfur.com.au  and we will help fix the problem as soon as possible!

 

 

I’ve forgotten my password, what should I do?
Please follow the “Forgotten Password” instructions on the Member’s Sign Up page. For security reasons we cannot send your current password to your email address.

 

How do I know what size to choose?
All sizes can vary style to style due to the fur pile (length) and garment structure.  On our product page we have listed product details to help guide you as to the garment dimensions. Unsure whether to choose Small, Medium or Large? Click on our size guide on the product page and we’ll help point you in the right direction. Remember – furs aren’t fitted garments so most of our customers can fit more than one size (handy if your chosen size is sold out)!

 

How do I know if an item is in stock?
All items are in stock unless SOLD OUT is displayed. If a certain size is out of stock, we will note this next to the size.

 

Pre orders & How do I order a pre order?

Pre orders are available on styles which are super popular and run out quickly. You can purchase a pre order if a style is sold out and our team will advise when it is arriving back into stock. 

Please note it is a first in, first served basis. We do not do custom orders for our customers unfortunately.

 

Whats the best way to Care for my Fur?

Unreal Fur is a synthetic fur product, but like a real fur, It sheds its hairs!

1. When you first receive your garment, remove it from its Plastic and give it a big shake to bring it 'Back to Life'.

2. Turn it upside down and shake it our so it looks messy.

3. Brush your fur as it would your hair. The best brushes are infact dog brushes or thin combed brushes. 

4. When storing your Fur, ensure that you never fold your Fur and place it in the cupboard. Please ensure that it is Hung up on a quality hanger and if possible, allowed to breathe a bit.

5. When cleaning your Fur, ensure that you never put it through a washing machine or dryer. All of Unreal Fur's Garments are 'Special Dry Clean Only' - Please adhere to this and instruct your Dry-Cleaner that it is a delicate garment.

 

What payment methods does Unreal Fur accept?

We accept all major credit cards including AMEX, Visa, MasterCard and Paypal.

 

 

Is it safe to use my credit card online at Unreal Fur?
Protecting your personal information and credit card details is top priority for Unreal Fur.  We use SSL technology to protect the security of your online order information.

All credit card payments are processed securely through a Payment Gateway. Payment by credit card is the fastest way to receive your order as there is not clearance delay. We do not store any credit card information on our servers.

For more information on our terms and conditions.

 

 

What countries does Unreal Fur ship to?
Unreal Fur now ships worldwide!  To enquire about a specific destination or delivery lead time, please contact:  info@unrealfur.com.au

 

Does Unreal Fur deliver to PO Box addresses?
No- we do not ship to International parcel lockers or PO Boxes.

 

How much duties and taxes will I have to pay?
For international purchases local tax and charges may apply. Please contact your Customs department for more information before you place your order.

 

Does Unreal Fur ship to multiple addresses?
Unfortunately you can only ship to one address per order.

 

Do you offer same day delivery?
Unfortunately not.  We express post DHL Couriers, but please allow 2-8 working days for your parcel to arrive as we need to process the order through our warehouse and your countries customs will need to approve your goods through their systems.

 

Do I need to sign for my order? What happens if I am not home to sign for it?
Yes someone will need to be present to collect your order. If no one is available to collect your order a calling card will be left at the door or in the letterbox with pick up details from the local post office.

 

Can I change my shipping address after my order has been dispatched?
Unfortunately we cannot redirect your order. Please ensure you provide a suitable shipping address.

 

Can I add items to an existing order?
Unfortunately once you have placed your order it cannot be amended and combined with another order. 

 

How will I know you have received my order and when will the payment be deducted?
After you have placed your order we will send you an email confirmation.  Your card will be debited at time of purchase.

Where is my order?
We undertake to dispatch your order the same day if the order is placed before 12:00 noon local time.  Deliveries will be made to most addresses by 5:00pm the following day provided they are within the delivery network.  Orders placed online after 12:00 noon will be dispatched on the next available delivery day.  Estimated delivery times are to be used as a guide only, please allow 2-8 working days for your order to be processed and delivered.  Unreal Fur is not responsible for any delays caused by destination customs clearance processes.

 

Is my personal information kept private?
It is a top priority for us to keep your personal information private and confidential.  Please rest assured that we will not use your personal information for any purposes other than those outlined in our 
privacy policy.

 

What are cookies?
A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites.  We use cookies to keep track of how often you visit our website, the contents of your shopping bag and previous purchases.  You do not need to worry about cookies, they are designed to make your shopping experience easier. Most browsers are automatically set up to accept cookies.

 

Can a Gift Voucher be refunded?
Gift vouchers cannot be refunded.

 

Why has my bank card been declined?
You will have to contact your bank to find out why your card has been declined.

 

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?
Whilst we endeavour to ensure all orders are processed correctly unfortunately some mistakes go under the radar. In this case our system showed available stock when you placed the order, but when our warehouse went to process the item for you there was no stock available. In this rare instance we have to cancel the item from the order and we obviously will not charge you for the item/will refund you if charges have been made. If you would like to see if the item is coming back in stock please email us at 
info@unrealfur.com.au.

 

Can I use more than one discount offer on an order?
Unfortunately our promotions cannot be used in conjunction with any other offer. You can only use one 15% off voucher for the first time you make a purchase with our website.

 

How do I remove my details from your mailing list?
To remove yourself off our mailing list and no longer receive our newsletters with information, offers and promotions, simply click the unsubscribe link at the bottom of the newsletter email.

If you are having any difficulties unsubscribing please contact us at info@unrealfur.com.au

 

I have a business enquiry; how do I contact you?
Please proceed to the “Contact Us” page both located on the Top and Bottom bars of the website. Once on the “Contact Us” page, please select “Wholesale” enquiry from the drop down box and fill in your message.

Business enquiries can take up to 48 hours to respond. 

 

Have you checked our FAQs and still not found the answer to your question?  Please feel free to email us at info@unrealfur.com.au and we will get back to you shortly.  Please rest assured, there are people behind the screens, and your questions will be answered!