FREQUENTLY ASKED QUESTIONS

HOW TO SHOP ECAUSPORT.COM?


When you have made your selection, choose your size and click "Buy Now". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of our website and click on "Checkout" to be let through the checkout process. If you have any questions or concerns, please contact us Monday-Sunday 24hrs a day via email at sales@ecausport.com




HOW DO I PLACE AN ORDER?


Depending on the availability and shipping address, purchases may be made either directly through ecausport.com or with the assistance of our online sales associates. You can contact us via email at sales@ecausport.com. please note online sales assistances are available Monday-Friday from 9AM-6PM (AEST).




CAN I CANCEL OR MODIFY MY ORDER?


If you wish to cancel or modify your oder, please send an email to sales@ecausport.com as soon as possible. We will make every effort to accomodate your request. However, once your order has been submitted, we cannot guarantee that the purchase can be cancelled or modified. If you received your oder and need to return it please refer to the return instructions with your shippment. Once we receive your returned item, we will process a refund or an exhange as requested.





 

CUSTOMER SERVICE

SHIPPING


AUSTRALIAN SHIPPING All orders will be sent via Australia Post's Courier Service. This will be a fully tracked service provided by Australia Post. Tracking details will be in dispatch confirmation emails. Please note, this is a business day service. Any orders placed over a weekend will not be dispatched until the following Monday. Delivery when using this service can take up to five working days. If your order has not arrived within the time frame, please email sales@ecausport.com and we will help to resolve this immediately. INTERNATIONAL SHIPPING Express shipping orders will be sent via DHL. This will be a fully tracked door to door service provided by DHL. Tracking details will be in dispatch confirmation emails. Standard service orders will be sent via Australia Post. This will be a fully tracked service provided by Australia Post. Tracking details will be in dispatch confirmation emails. Please note, this is a business day service. Any orders placed over a weekend will not be dispatched until the following Monday. Delivery when using this service can take up to seven working days. If your order has not arrived within the time frame, please email sales@ecausport.com and we will help to resolve this immediately.




CUSTOMER INFORMATION


In the circumstance that taxes, tariffs or a handling cost are required, it will be your responsibility to make payment prior to receiving the goods. Please note, if payment is not made for whatever reason, your order will be returned to ECAU Sport and a shipping handling fee will be deducted from your refund.




RETURN & EXCHANGE


RETURNS POLICY Returning an item(s) for a refund or exchange must be made within 30 days of placing the order. Any returns made after this period may be rejected and sent back to the original delivery address. The ECAU Sport return/exchange policy doesn’t cover the following:

Ordinary wear and tear
Damage caused by improper use or accidents
If product care instructions are not followed
Discontinued items

We cannot accept returns or exchanges if:
The product has been washed
If the product has been worn
The product is returned with animal or human hair


If you have any uncertainties as to whether you’re eligible to return an item, please email the support team via sales@ecausport.com EXCHANGES If you would like to return or exchange and item, please email sales@ecausport.com advising your invoice number and return request, the team will advise you to fill out the return form (sent via email) and attach the form inside the return parcel. Customers are liable for the cost of returning item(s) and for the parcel itself until it reaches ECAU premises. We highly recommend sending returns on a recorded delivery service to avoid any issues. FAULTY ITEMS If you believe your product is defective please, we ask that you send photos of the fault. If deemed faulty, we may ask you to return the item. If this is the case, we will organise shipping for you.




PRIVACY POLICY


PRIVACY STATEMENT ---- SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION? When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates. SECTION 2 - CONSENT How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. How do I withdraw my consent? If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at marketing@ecausport.com or mailing us at ECAU Sport, PO BOX 731, Kyabram, VIC, 3620, Australia SECTION 3 - DISCLOSURE We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service. SECTION 4 - SHOPIFY Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here. SECTION 5 - THIRD-PARTY SERVICES In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service. Links When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements. SECTION 6 - SECURITY To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. COOKIES Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not. _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc). _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer. cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
SECTION 7 - AGE OF CONSENT By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site. SECTION 8 - CHANGES TO THIS PRIVACY POLICY We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you. QUESTIONS AND CONTACT INFORMATION If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at sales@ecausport.com or by mail at ECAU Sport [Re: Privacy Compliance Officer] [PO. BOX 731, Kyabram, VIC, 3620, Australia] ----





 

GENERAL INFORMATION

SIZE GUIDE


Sizing Chart




CONTACT US


If you would need any assistance with your order, account or have a question regarding any of our products at all, please don't hesitate to contact the support team at sales@ecausport.com Emporio Cristino HQ PO BOX 731, Kyabram, Victoria, 3620 Australia ABN 34 622 071 818





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