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Frequently Asked Questions

Please read our FAQ before sending us a message.

Protecting your order information is our top priority. The Jaguar Land Rover Australia Merchandise Online Shops use Secure Sockets Layers (SSL) technology to protect the security of your online order information. When you input your information into our system at “Submit order,” your delivery information and card information is sent in an encrypted code that only we can decode. This information is sent to a card payment processor that validates your name, address and card information. Your encrypted card information is then stored in a secure computer until your product is dispatched, at which time your card will be charged. Your order form, including your encrypted card information is once again archived in a secure computer that can only be accessed by authorised employees.

No, we are only able to accept orders placed via the Online Shop for items displayed via the Online Shop. However, you can also visit one of our Jaguar Land Rover Dealerships for a wide range of merchandise.

Although most online orders go very smoothly, occasionally you may experience some difficulties. If you’re having trouble with your order, please call us on 1300 882 610 or E-mail us at info@landrover-merchandise.com.au. We will be glad to help you through the process.

We accept and ship orders to Australian addresses only.

Please view our sizing chart here.

To provide excellent customer service, we process orders upon receipt. If you change your mind once your order has been submitted please return the package using the process outlined in our Terms & Conditions and your delivery letter or contact the JLRA Information Centre on 1300 882 610 or via E-mail to info@landrover-merchandise.com.au for assistance.

 Yes, if you placed your order online an order confirmation will be sent to you via e-mail to the email address supplied at registration.

Confirmation that your goods have been dispatched will be sent to you via E-mail if you placed your order online.

Payments can only be made via the PayPal payment system using a credit/debit card or a registered PayPal account. 

Your card or PayPal account will be charged once the checkout process is complete on the website. You will be sent a confirmation E-mail including an invoice once this takes place.

Verify that all card information submitted is correct including your name, billing address and card number. If this information is correct, please contact the issuing bank of your card for further information. 

We make every attempt to keep the site updated so that only items that are currently available are shown. If an item is no longer offered, it may be temporarily out of stock or no longer available. Supplies of many items, particularly collectibles, are limited, and there is always a chance that they will sell out quickly. If an item becomes available again, we will post it on the site as soon as it is in stock. Alternatively you can check with your local Jaguar Land Rover Dealership.

Unfortunately we are not able to offer a gift service at this time. You are able to arrange for a delivery to an address that differs from your billing address, however an advice note with the cost of the items will be included in the consignment.

Customers are able to return items within 14 days of receiving the goods. If you wish to return an item, please follow the return process outlined in our Terms & Conditions and your delivery letter of contact the JLRA Information Centre on 1300 882 610 or via email to info@landrover-merchandise.com.au for assistance. The Customer Service Advisor will confirm how the item should be returned. When returning an item, please ensure that you obtain proof of postage.

We do not accept returns for items that have been purchased through Jaguar Land Rover Dealerships. These must be returned to where they were purchased.

We hope that our products bring you years of joy and satisfaction, however we appreciate things may go wrong. In the event that you find that our products require a warranty claim you should take the following steps:

  1. Contact the JLRA Information Centre on 1300 882 610 or at info@landrover-merchandise.com.au
  2. Supply details of the warranty claim which include your personal details.
  3. JLRA will supply an Australia Post Return Paid number
  4. Simply take your parcel quoting the return paid number to your local Australia Post Office and return it to the address below.

75 Annandale Rd,

Tullamarine

VIC 3043 Australia

  1. You should include details of when and where you bought the product and a copy of your receipt or online order number.
  2. You may be given a returns identification number, please include this number within the package and take note of this for your own reference.
  3. Retain the proof of postage/carrier return.
  4. Subject to inspection and in line with our fair wear and tear policy above we will repair, replace or refund in line with what you may have requested at the time of contact with us.

If you receive an incomplete or wrong item, please contact our JLRA Information Centre on 1300 882 610 or at info@landrover-merchandise.com.au who will be able to advise accordingly. Should a wrong item need returning then the return process outlined in our Terms & Conditions and your delivery letter should be followed. When returning an item, please ensure that you obtain proof of postage. 

Once a return is received the value of each item, less postage and packing charges, will be credited to your account within 5 working days of receipt. This should then appear in your account within a further 3-4 working days.

Deliveries are carried out on behalf of JLRA by Australia Post. Generally, delivery takes place within 14 days of the date on which the order is accepted by JLRA.

Whilst we will do everything possible to deliver your goods by the day specified, we cannot accept liability for deliveries made outside the stated schedule. In the event however that your order is not delivered within 30 days of the date of ordering, you may cancel your order and receive a full refund of all monies paid by contacting the JLRA Information Centre on 1300 882 610 or via email to info@landrover-merchandise.com.au

Confirmation that your goods have been dispatched will be sent to you via E-mail, this email will include an Australia Post tracking number. 

JLRA will deliver parcels directly to your nominated address within Australia via Australia Post. The standard delivery and packaging charge is $12.00 AU (including GST) per order regardless of the weight or content of the order. 

If you need product information other than what is listed on the site, please contact us at info@landrover-merchandise.com.au. If additional information is available that is not shown on the site, we will provide it to you. 

Yes all purchases will include GST. This cost is included in the price quoted on the website and will be detailed on your invoice.

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