Frequently Asked Questions
SCHOTS VIP MEMBERS
Why sign up to be a Schots VIP?
Becoming a Schots VIP means that you get to stay informed of our VIP ONLY offers, new product releases, sales and VIP only prices. It costs nothing to join and you can sign up online or instore.
How do I become a Schots VIP?
Becoming a Schots VIP has never been simpler. All you need is to have a Schots user account and be subscribed to our VIP newsletter.
If you do not already have a Schots account follow these steps:
If you already have an account all you need to do to become a VIP is visit your Newsletter subscriptions page and subscribe to the newsletter.
Something not working or still having problems? Contact us on Live chat now or call us on 03 9482 6400 9am - 5pm 7 days a week.
SHIPPING & DELIVERY
Do you offer delivery during the Christmas Holiday period?
Yes, for more information please refer to the Holiday delivery cut-off dates here.
Is local pickup an option?
Yes you can collect from our warehouse directly once you have received notification that your order has been completed, the collection location will vary depending on the items you have ordered. Please give us 48 hours notice before collecting your goods so that we can have them ready.
It says I need to wait for a shipping quote. Why can't I get a shipping estimate?
At Schots we strive to 'unearth the uncommon', in doing so we have unearthed some fragile and precious items that can't be delivered by our standard modes of transport. Some of the items are too heavy, fragile or even too large and require specialist quotes. Schots delivery team will contact you within 48 hours to discuss your delivery options and give you a quote. This quote will then be added to the shipping section of your order and you will be able to finalise the order.
When will my item be shipped?
Most items should be shipped within 48 hours of the order being placed unless the product or order details state otherwise. If the item has to be specially ordered in or has been pre purchased longer lead times may be incurred. Please note that on rare occasions unexpected delays may be unavoidable, if this occurs we will update your shipping date details accordingly. You can use the enquiry form on the contact us page if you have any questions relating to your order.
When can I expect delivery of my order?
Deliveries take place Monday - Friday during normal business hours, excluding public holidays. Estimated delivery times from despatch are:
- Melbourne - Approximately 1-3 business days
- Sydney, Adelaide - Approximately 2-5 business days
- Brisbane, Perth - Approximately 3-10 business days
- Please allow up to 10 business days for rural deliveries.
*Please note that these are estimates and our carriers will endeavour to meet these on all occasions; however please allow up to 10 business days for all deliveries.
Do Schots ship internationally?
Unfortunately Schots only ship within Australia at the moment. However if you are located overseas we are able to package items for shipping if you organise the courier or freight company yourself and pay the freight company directly. Please contact [email protected] if you require more information.
PRICING
Do you price match?
Yes we do! Schots Price Matching Promise: If you find an identical stocked item elsewhere for a lower price, Schots will beat this price by 10% (Please see Terms & Conditions)
Do you offer discounts for bulk purchases, wholesale and trade?
Schots offers both trade and wholesale accounts; you can apply for these online. We also offer discounts for bulk purchases for commercial orders, contact [email protected] for more details.
Are your prices in Australian Dollars (AUD)?
All pricing is in Australian dollars.
Do your prices include GST?
All prices include GST.
RETURNS
How do I return my purchase?
Schots is dedicated to provide the best customer support.
Online orders: If you wish to return an item(s), please login to My Account and submit a return request for approval. Please refer to our Shipping & Return policy.
Instore purchases: Send an email to [email protected] or call our customer service centre on (03 9482 6400). We kindly ask you to provide your purchase order number ready so we can find your order details in the most convenient way. Please refer to our Shipping & Return policy.
What is the return notice period?
Schots provides its customers with a 14 days notice period for change of mind returns. Unfortunately special order items are non returnable for change of mind.
How long does it take for me to receive a store credit or refund?
After the approval/acceptance of your return, Schots will grant you a store credit or refund within 30 days from the date we receive the returned item(s).
How will I be refunded?
Refunds are issued through the same transaction method you used in the original purchase. For example, if you used a credit card as your payment method, the purchase amount will be issued to your credit card.
What are the shipping charges in case of returns?
You can submit a request for return of your item(s) within 14 days of the purchase date. If the product(s) is not damaged or faulty, and you simply decided that you do not want it anymore, you will receive a full refund, less the inbound and outbound associated shipping costs. Shipping costs will vary according to the item(s), supplier and your location.
In the unexpected event of receiving a faulty product(s) or have a warranty claim:
Online orders: Login to my account and lodge a warranty claim, include your order number. Photos may be requested to support the assessment of your claim. If the warranty claim is accepted, we will arrange a replacement, a store credit or a refund for the item(s), and cover all associated freight costs.
Instore orders: please contact us by email at [email protected], or call our customer service centre on (03 9482 6400). Photos may be requested to support the assessment of your claim. If the warranty claim is accepted, we will arrange a replacement, a store credit or a refund for the item(s), and cover all associated freight costs.
I need to return an item(s), but I don't have the original packaging. Now what?
In order to issue a refund or store credit, original packaging is required in instances where the customer has changed his mind or would like to exchange for a different item(s), size or colour. Please note that the item(s) must be unused and returned within 14 days of purchase.
If the item(s) is faulty, but the customer is no longer in possession of the original packaging the return claim can still be submitted.
Please refer to our Shipping & Return policy.
SHOWROOMS
I would like to view the Schots range of products - Do you have a showroom or store?
We have 3 stores in Victoria where you can view our range of products. We are located in Clifton Hill, Moorabbin and North Geelong. You can find the details here on our locations page. Our most extensive display is located at our flagship store in Clifton Hill.
How can I contact you?
The details for each of our store locations are available on the contact us page. Alternatively you can contact our flagship store at Clifton Hill on:
Phone: 03 9482 6400
Email: [email protected]Where is Schots.com.au located?
Schots is based in Victoria. You can find our store locations on the Contact Us page.
PRODUCT INFORMATION
I bought a Schots product a while ago. If I buy the same item now, will it be identical to the one I currently have?
We are constantly manufacturing stock to replenish our inventory. Whilst we make every endeavour to ensure that production is consistent, we are always refining the manufacturing process and as such we cannot guarantee your product will be identical to the one originally purchased. For natural products such as stone, timber and leather there will be variations. These variations are part of the characteristics of natural hand finished products. We advise that when purchasing Schots products that you do so all at the same time as we cannot guarantee colours and finishes between batches.
How can I find information on a Schots product?
Every product listing on our website contains detailed product information including price, photos, materials, dimensions and in some cases spec sheets.
If you have a specific question relating to a product that isn't answered on the product page, please email us at [email protected] or submit and enquiry form through the contact us page, you will need to detail the product SKU and query and we will get back to you with an answer.
PAYMENT & INVOICING
What payment methods are accepted?
We offer payment via Direct Deposit, PayPal, or Credit Card (Visa, MasterCard, AMEX) without surcharge.
Do you require payment in full before you can despatch my order?
Yes, we can only despatch an order once payment has been received in full. Please keep this in mind if paying via bank deposit as your order will be held until funds are fully processed.
If I purchase a Schots product, will I be supplied with a Tax Invoice?
Upon placing an order you will receive a sales order. On despatch of the products you will receive your tax invoice. If you require a pro forma invoice prior to despatch please contact us at [email protected]
What is your ABN?
73753247573
TECHNICAL DIFFICULTIES
I'm experiencing difficulties with your website, how can I process my order?
Oh no, we are sorry you're having difficulties with our site. If you are experiencing difficulties between 9am and 5pm please try our online chat at the bottom of our webpage to speak to someone from our ecommerce team alternatively call us on 03 9482 6400 and we will be able to assist you over the phone. If you are experiencing difficulties out of hours please email [email protected] someone will get in touch with you as soon as possible.
Can't find an answer to your question? Try our online chat, submit an online enquiry or call us on 03 9482 6400 9am-5pm 7 days a week a customer service representative will assist you.
