What courier do you use for deliveries?

Currently we use Australia Post to ship orders throughout Australia and overseas. Once your order has been shipped, we cannot control its status as Australia Post is a 3rd party entity. Also please note as with every delivery service that deliveries will be quicker to metro areas than rural areas.

How long does it take for home delivery?

We offer 2 types of delivery – STANDARD which is cheaper and EXPRESS which is faster. The prices and time frames are on each product page when you checkout. The option is yours.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain eurocarparts.com to your safe senders list.

Can I collect from a local store?

Sorry, we don’t encourage this because of production times (artwork, printing, sewing) and coordinating takes up valuable production time. But if you are local then just make arrangements.

Can I track my item?

Firstly – You will receive an automated email to confirm your order has been received, payment receive successfully and is now being processed and we will start custom making your order.

As soon as your order has left our factory,  the second email you will receive a further dispatch confirmation email once your order has been packed and dispatched our factory – this email will contain a tracking number and link so you can track the process of you order.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

I'm new, how do I order?

We go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly, use the Search or the menus to navigate to find the product or category that you want. Once you have found the print that you want simply select the options on that page – which may include: Change the main colour of the print, Size, or add a custom pet name and enter the quantity and click “ADD TO CART” button.
Go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be put into production.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

To check this you will see a padlock icon in the website browser of all sites whenever you need to enter sensitive or personal information.

Which credit cards do you accept?

We currently accept the following credit cards Mastercard, VISA, Visa Debit.

What currencies can I use?

As we are are base in Australia – all prices are in AUD. Upon payment when you enter your credit card information – it will automatically convert your currency (if different from AUD) to the current AUD value for you.

How do I apply a promotional code?

If you have a coupon / voucher or promotional discount code – enter this at your shopping cart – there is a button that asks for a discount code. Enter your special code and click the “APPLY DISCOUNT” – if it is a valid discount code it will discount your total the amount of that discount – it’s that simple.

Can I use a different payment method?

No, currently we only offer what is on our website. We do not accept cheques. For corporate large quantities we can accept direct deposit prior to production.

When will my card be charged for my order?

As we custom make every order, the full cost of the order will be charged to the card as soon as it is placed so we can start the production process.

Can I make an order over the phone?

Yes and No. We would prefer that all orders go through the website so that you and us have a paper trail and payment history and account to refer to.

Yes, If you are not secure about the internet shopping cart thing or have question then yes we will gladly request that you call Tania: +61 (0) 17893694 or email us admin@thetowelcompany.com.au, We can only take an order over the phone if your delivery address is currently within Australia, the USA or the UK. But of course are available on request to other countries.

How do I know if my order was successful?

Firstly – You will receive an automated email to confirm your order has been received, payment receive successfully and is now being processed.
As we make to order, the second email you will receive a further dispatch confirmation email once your order has been packed and dispatched our factory – this email will contain a tracking number and link so you can track the process of you order.

Where is my order?

Once your order was dispatched from our factory you would have received an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

Where do I find the phone number for one of your branches?

You can find details in the “CONTACT US” link at the bottom  of every page on our website – see below.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

How do I return an item?

For information on returning an item please contact us immediately.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +44 (0) 203 788 7842.

How long will it be before I get a refund?

Once we receive your item(s) back, will inspect the goods for reason for return. Once we have done this we will ask if you require product swap or refund. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

You wont because it is material. Unless it has been damaged in transit or stain.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to email us here.