How can I access or change my account details?
Log into your account and click on ‘account details’.
Why do I need an account?
Creating an account with Ambra assists you in saving delivery details and your orders so they can be easily tracked by you.
What happens if I forget my password?
An email will be sent to your account email address with your password information, you can then reset your password.
Is my personal data safe if I create an account?
Yes. Only your delivery details are saved, no credit card information is saved.
How can I be sure that I have successfully completed my order?
Once you have placed an order online with Ambra, you will receive a confirmation email with a summary of your order. If you have not received this email within 24 hours, please contact the customer service team during office hours, 9 am to 5.00pm Monday to Friday, email CustomerService@ambra.net.au.
Can I cancel or change my order?
If you want to cancel your online order, you will need to contact our customer service team as soon as possible, before we ship the products to you. As we do our best to get your order to you quickly, we cannot guarantee that we will be able to cancel your order if it has already been shipped. If you have received the email confirming your order has been shipped, you will need to contact us immediately if you have accidently ordered the wrong item.
What are my payment options?
We accept Visa and MasterCard. Payment is also accepted via your PAYPAL or Afterpay account. Please note that we do not accept credit card gift cards and we cannot split the payment over two cards.
What currency is the site in?
The currency on the website will reflect your current country location. Customers in Australia will view the site and purchase in Australian Dollars (AUD), New Zealand customers will view in NZ Dollars (NZD).
Is ordering on ambra.com.au secure?
How do I know when my order has been shipped?
You will receive a confirmation email stating that your order has left our warehouse and is coming your way. If you have not received this email after 3 business days from the day you ordered, please contact our customer service team.
What are the shipping costs?
We offer free standard shipping within Australia for orders over AUD $50. Orders under AUD $50 pay a standard shipping fee of AUD $10. Express shipping within Australia is $15. Orders to New Zealand incur a flat AUD $25 shipping fee.
Express Post: Is there a cut-off time to get my order processed same day?
Express orders placed before 11am AEST will be processed same day. Express orders that are placed after 11am AEST will be processed next day. Standard shipping orders will be processed within 3 business days after the date of your order.
Why don’t you guarantee shipping dates?
There are many external factors out of our control that can affect the date of a delivery. These include but are not limited to extreme weather conditions and delays with our shipping partners.
Can I track my order?
Yes, you can track Australian orders via the Australia Post website by entering the tracking number you received in the shipping email. To track your order, please click here. If you are having trouble tracking your order, please contact our customer service team.
How long will shipping take?
Orders placed within Australia:
Despatch will take place within 3 business days after the date of your order. Delivery to Capital cities can be between 3-5 business days. Chosing express post is a faster option depending on destination and whether the address is within the Australia Post "Express Post" network. Regional areas can take between 3-8 business days. Remote areas in Australia may take longer, up to 14 days. Delivery times are not guaranteed, however, if your order has not arrived within 14 days, please contact customer service and we can assist you to track down the order.
Orders placed in New Zealand:
Dispatch will take place within 3 business days after the date of your order. Shipping time is estimated at between 7-14 days from when the goods were dispatched. Delivery times are not guaranteed, however, if your order has not arrived within 14 days, please contact customer service and we can assist you to track down the order.
**For all orders shipped to countries outside of Australia, the purchaser will be responsible for all import duties, fees and taxes.**
Can I return my goods?
Unfortunately due to health and hygiene regulations you cannot return Ambra hosiery or underwear, so please choose sizes carefully. Ambra takes extreme care in ensuring our goods are of the highest quality. However if for any reason you find a fault with one of our products we would like know. Email our customer service on CustomerService@ambra.net.au
What if my product is faulty?
Ambra takes extreme care in ensuring our goods are of the highest quality. However if for any reason you find a fault with one of our products we would like know. Please contact our customer service and we will do our best to resolve the problem. CustomerService@ambra.net.au
All returns must provide proof of purchase at the time of the return (this may include the invoice, credit card statement, or payment statement). We apologise if you have received a faulty product or the order was not correct.
What is the process for returns?
If the product you have received is faulty please contact us immediately by email to CustomerService@ambra.net.au and include proof of purchase along, a description of the problem and include a photograph showing the issue. Our Customer Service team will then contact you to advise on the next steps.
How long will it take to be refunded?
Once the products have been received by Ambra, please allow approximately 5 business days for your refund to be processed back to your account. The funds will be refunded into the credit card or PayPal account used to initially purchase the products. Receiving your refund payment will depend on the time it takes your financial institution to finalise the refund.
How do I contact the customer service team?
Phone our Australian office: +61 3 9237 2200 or 1800 634 876
Office Open Hours: Monday to Friday (excluding public holidays in Melbourne, Australia)
9am and 5.00pm, Australian Eastern Standard/Daylight savings
Short and Simple Version
Anything and everything that you share with us through the activities on this website are kept secure and safe. We take the privacy of your personal information very seriously and do not share or sell the information to third parties, nor do we use personal information for any other reason than its intended use.
Our obligation to your privacy
At Ambra we handle personal information securely and carefully. We take your privacy very seriously and only use your personal information with your consent and when it is necessary for us to perform a service for you or other business related functions and activities. We only use this information for the services we provide, your details will not be used for unrelated purposes, unless we obtain your consent first. Only fair and lawful methods of collecting personal information will be used and most circumstances will involve collecting the information directly from you.
The information we collect
Depending on the type of service or interaction you have with us, we may collect personal details such as your name, contact number, home address, email address, gender and date of birth. In addition to the above, we also ask for delivery address and payment method details. Occasionally we might also collect other personal information from you so that we can improve the services and products that we offer.
Obtaining the information
When you place an order, open an account with us, subscribe to our newsletter, join a mailing list, enter a competition, submit an enquiry or provide feedback to us, we collect personal information directly from you through the ambra.com.au website.
The reasons why we collect the information
It is essential to collect this information for several reasons, including but not limited to: shipping and processing your placed order: to improve and deliver the services we offer you: to complete transactions with you or on behalf of you: to protect against fraud or theft: offer promotions and discounts that we may consider of interest or benefit to you; and to provide you with exceptional customer service.
How can you correct or change your information preferences?
If you do not wish to be contacted for the purposes above, you will need to contact us to inform us of your change in preference. All email messages and email newsletters will contain information on how you can unsubscribe, or you can contact our customer service team by phone or email. In assessing your request for goods or services, we may use your information for the purposes of prevention and detection of fraud.
Sharing the information
We may contract with other companies to provide certain services, including credit card processing, shipping, name and address verification, email distribution, market research and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than Ambra.