Ordering
How do I order?
If you do not already have an account, click Create Account of Login, enter your details, and set up your login details.
Log in to your account. Select products, choosing any required options, such as size, or quantity and add to cart. Review your cart and click Checkout. Enter of confirm your billing, shipping and contact details. Enter or select your preferred payment method. Review your order to ensure all details are correct. Complete purchase.
You should receive an order summary and notification email shortly after your purchase is completed. An invoice will be emailed to you once your goods have been despatched.
Can I change or cancel my order after it has been placed?
We process orders quickly, so changes or cancellations may only be possible within a limited timeframe after ordering. Please contact our customer service team at Eckersley as soon as possible for assistance.
Phone: 07 3888 2488
Email: online@eckersleygroup.com.au
How do I know if an item is in stock?
Product availability is displayed on each product page. If an item is out of stock, you may see an estimated restock date where available.
Will I receive an order confirmation?
Yes. You should receive an order summary and notification email shortly after your purchase is completed. An invoice will be emailed to you once your goods have been despatched.
How do I find the right size clothing to order?
To measure for the right size, follow these steps:
- Use a soft fabric measuring tape - like the tailors use.
This is the best option for ensuring a correct measurement. DO NOT use a builders’ tape measure or hard ruler! - Use a similar piece of clothing you currently wear for measuring. Ensure you are measuring like for like - i.e. hoodie for hoodie etc.
- Lay your garment on a flat hard surface - a clean table is best.
- Smooth out the garment to be as flat as possible - avoid wrinkles.
- Now measure your garment:
- Chest - measure 2cm down from the armhole & then measure left to right at that point for a half chest measurement.
- Waist - for pants and skirts, measure across the top of the garment - then double it.
HANDY HINT - If you find your measurement is between sizes - order the larger size to ensure a good fit.
Shipping and delivery
Orders can only be delivered within Australia.
How much does shipping cost?
Shipping costs vary based on your location, the weight and size of your order, and delivery method selected. Final shipping charges are displayed before payment.
How long will delivery take?
Delivery times vary depending on the destination postcode, state and courier service. As a general guide, estimated delivery times are:
- QLD: 1–2 business days
- VIC: 3–4 business days
- WA: 5–7 business days
- SA: 7–10 business days
These timeframes are estimates only and may vary depending on your location and the courier service used.
Returns and exchanges
What if my item is incorrect?
If the item received is incorrect, please contact Eckersley. They will arrange collection and where applicable, provide replacement goods. Please note that shipping costs may apply.
What if my order doesn’t arrive?
Phone: 07 3888 2488
Email: online@eckersleygroup.com.au
What is the return policy?
Please contact our customer service team at Eckersley as soon as possible for assistance.
Phone: 07 3888 2488
Email: online@eckersleygroup.com.au
What if my item is damaged?
Please contact our customer service team at Eckersley as soon as possible for assistance.
Phone: 07 3888 2488
Email: online@eckersleygroup.com.au
Customer support
How can I contact customer service?
Eckersley Print Group
For questions about the online shop, existing orders, deliveries, technical support or general enquiries, please contact the Eckersley Print Group team 9am-5pm, Monday-Friday.
Phone: 07 3888 2488
Email: online@eckersleygroup.com.au
Account or Profile errors
Q: Why am I receiving an ‘Incomplete Profile’ error when trying to place an order?
A: This usually happens when mandatory account fields are missing. Ensure your full name, contact phone number and the Address are completed in Account Settings > Profile.
Q: I updated my corporate email/company name, but the checkout still shows old details. How do I fix this?
A: Fix: Enter your correct details under the profile tab.
A: Your saved cart or current session may still be linked to cached user data. Try logging out, clearing your browser cache, and logging back in.
Delivery address, suburb and postcode errors
Q: Why does the account say ‘Invalid Suburb and Postcode combination’?
A: Our system validates addresses against official postal databases in real-time. This error occurs if:
- The suburb name is misspelled or uses non-standard abbreviations.
- The entered postcode does not match the assigned delivery zone for that specific suburb.
- Fix: Enter the correct suburb or postcode in your profile.
Clothing and uniform issues
Q: I can't select specific garment sizes or colours for uniform orders. Why?
A: If options are greyed out / out of stock, it indicates either:
- The specific colour/size combination is currently out of stock / Not available.
Checkout and order processing errors
Q: The ‘Place Order’ button is greyed out at checkout. What am I missing?
A: Check for the following:
- Mandatory delivery notes: Certain freight options require selecting a delivery type (e.g., Loading Dock, Forklift Available, or Residential).
- Address mismatch: Ensure billing and shipping postcodes match the address on file with your payment card provider.
