Customer Service
Tribe Customer Service
Online Ordering Instructions

You will be guided through the process of placing an order by a series of simple instructions on the Site. You will be offered the opportunity to review your proposed order and confirm or correct it prior to finally placing your order. You place your order request for goods from the Site by clicking on the Submit button at the end of the online order process.
You may pay using any of the methods specified in the payment section of the Site. You confirm that the credit or debit card, paypal or afterpay account that is being used is yours.

You may choose to sign up for an account or register for exclusive offers during the checkout. If you do set up an account, we will email you with more information.

If you have any problems, please call our friendly team on (02) 9410 1033 during business hours.

Redeeming Offers or Discount Codes

Follow the checkout process and:

  • Enter your offer code on the “Payment” page or the “Review Your Order” page.
  • Offer codes are case sensitive and should be entered exactly as they appear.
  • When you click “APPLY” The offer will be applied to your order.

     

When an offer code is accepted, the offer will be displayed in the “Payment Summary”. Note only 1 offer code may be used per order.

Order Processing

Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order, which has been debited to your credit/debit card or Afterpay account. This is not an order acceptance from Tribe Lifestyle Online.

Unless we have notified you that we do not accept your order or you have cancelled your order, our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you. An email will also be sent once your order has been dispatched. To cancel your order after it has been dispatched to you, you will need to follow the return policy and procedure.

If you require any information regarding your order(s) please contact Customer Service on the following number (open 9am – 5pm, Monday to Friday) (02) 9410 1033.

We may not accept your order if an item you have ordered is out of stock, we are unable to obtain authorisation for your payment, we suspect fraudulent activity or violation of these Terms and Conditions (including our Privacy Policy) or if we identify a product or pricing error. We reserve the right to cancel any order due to unauthorised, altered or ineligible use of offer, and to modify or cancel any promotion due to system error or unforeseen problems. Other restrictions may apply.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery. If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this.

Tax and Payment Information

All prices indicated for products available via the Site are inclusive of GST (where applicable) at the current rates and are exclusive of delivery charges. The total cost of your order is the price of the products ordered and delivery charges as set out in the Delivery Section of the checkout.

We accept – Paypal using a credit or debit card, and Afterpay.

Shipping and Handling
We will deliver the goods in accordance with the delivery option selected by you during the order process. Please note we are only shipping to addresses inside Australia at present.

We currently charge a flat rate of $12 for any order within Australia.

Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more parts. We do not accept any liability whatsoever for delayed delivery caused by any third party. As a guide we will package and dispatch your order within 48hrs of payment approval. Please then allow 7-10 days for delivery. If you haven’t received your order within 14 days of placing it – please contact us at chatswood@lucespace.com so we can follow it up. If you fail to contact us within 40 days of placing your order, we will not be able to follow this up with the appropriate third party carrier.

If mail is uncollected by the recipient or the address is incorrectly supplied by you and the order is returned to us, you will be liable to pay the full postage fee including the return to sender cost, for us to resend your order. If you wish to have your order refunded and not re-sent, we will refund you the cost of the goods minus postage paid plus the return to sender cost.

Security Online

At Tribe Online, we understand how important security is to you. When you place an order, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software go to:
http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl
In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

  • AOL 5.0 and higher
  • Internet Explorer 5.0 and higher
  • Mozilla Firefox 1.0.4 (Windows only)
  • Netscape 6.0 (Windows only)
  • Safari RSS
Returns Policy

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition and at your own expense, to exchange products or for a refund less the original cost of shipping. Returns and exchanges must be made within 14 business days of delivery.

Refunds and Exchanges will be processed within 2-3 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card, PayPal or Afterpay account used.

We cannot accept returned goods that we reasonably believe have been used or damaged. In such circumstances, we will notify you that no refund will be available and will return such goods to you within 28 days of our notification.

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please follow the returns procedure below. This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location. Returns for purchases made online will not be accepted for return or exchange at an Tribe Lifestyle salon or store. Your statutory rights remain unaffected.

The Returns Process

STEP 1. – Please email our Customer Service team – chatswood@lucespace.com.
Please forward us your order number or email and include the reasons for your return or exchange and indicate whether you require a refund, exchange or replacement. Please note that we cannot accept returned goods that we reasonably believe have been used or damaged by you.

STEP 2. – Return the Product
Goods must be returned to us in their original condition within 14 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included your Delivery Note.

STEP 3. – Processing the Refund
Refunds and exchanges will be processed within 2-3 days of receipt. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our Customer Service Team.

© Tribe Lifestyle and Luc Espace | Designed by Stikky

© Tribe Lifestyle and Luc Espace | Designed by Stikky