Frequently Asked Questions

Have a question about any items we’re selling or our authentication process? we’ve added some of our most frequently asked questions below! You can also contact us at hello@effe.com.au

Authentication

What is the authentication process?
Every item on our site has been through a rigorous authentication process. Our team physically examines the materials, construction, hardware and detailing on each item. Third party authenticators may be used to provide a second opinion.
What to do if I suspect the item I purchased is not authentic?
If you are concerned and suspect your item is not authentic, please get in touch with our authentication team directly at hello@effe.com.au to organise a return label for your purchase.
What happens if the item I purchased is not authentic?
If you requested an authentication check, and your item is deemed to be inauthentic by third party, a full refund will be issued to you.
What happens if I questioned the authenticity of my item, and the third party confirms it is authentic?
If you requested an authentication check, and your item is deemed to be authentic by a third party, your item will be sent back to you, and you will be liable for the shipping costs incurred during the return process.
What happens if I sell or consign an item with you that is not authentic?
Please caution that we do not accept non-authentic items. If your item is not authentic, it will be sent back, and you will be invoiced for the authentication service postage and handling, approximately $100.
Do you offer a paid authentication service?
At this stage in time, no. Our authentication service is strictly in-house for our products.

Returns

Do you offer returns?
No, all sales are final. We do not offer returns for changes of mind. We strongly encourage customers to look at the product listing, and read the condition report. We encourage to customers to come in-store to physically inspect their item before purchasing.
What happens if the item I purchased is not authentic?
If the item you purchased is not authentic, you will be issued a full refund.

Pick Ups

I purchased a bag online and selected in-store pick up, what now?
Our team will notify you when your handbag is ready for collection, in the meantime, please get in touch with our team at hello@effe.com.au to organise a collection day and time during opening hours 9am-6pm Monday-Saturday. Items can be collected from our partner store Evans located at Shop 50 Royal Arcade, 150 Elizabeth St, Melbourne CBD.

Shipping Australia

Is your shipping insured?
No, insurance is not included in express Australia post (with no insurance added). Customers can request added insurance, which is payable by the customer.
How do I add insurance to my shipping?
Added insurance is payable by the customer, and can be arranged by our team. When purchasing your item, select the post option, and email us at hello@effe.com.au to request insurance. The fee for added insurance is payable by square link.
What if something happens to my item while in transit?
We are unable to cover for any damage, or lost items while items are in transit. For any postage or handling errors, we advise contacting Australia post directly.
When will my order be shipped?
Please allow 1 – 3 working days for your item to be processed and dispatched.
How long will it take for my item to arrive?
Your purchase will be processed and dispatched within 1 – 3 working days of purchase. For your unique estimated time of arrival, please look directly at Australia Post using the tracking number provided to you.
What happens if the item I purchased is not authentic?
If the item you purchased is not authentic, you will be refunded the total amount paid.
I have just purchased an item, can I collect it myself?
Yes, you can book an appointment at hello@effe.com.au to arrange collection of your item from Evans Leather Repair, Melbourne CBD.

International Shipping

What countries do you ship to internationally?
We offer International shipping for a flat fee to the following countries: United Kingdom, United States, Canada and New Zealand.
What carrier do you use for international shipping?
We use EMS (express mail service) for international parcels.
How much is international shipping?
Shipping fees vary country to country. The international shipping will automatically be calculated at checkout based on your location.
Is import tax / duty included in the total?
No, import tax / duty is not included in the total. The total price of your order includes the product and shipping. Upon arrival in your country, you may be required to pay additional duty or customs charges. Effe is not responsible for these expenses, and they are payable by the customer.
Is your shipping insured?
No, insurance is not included. Customers can request added insurance, which is payable by the customer.
How do I add insurance to my shipping?
Email us at hello@effe.com.au to request insurance. The fee for added insurance is payable by square link.
What if something happens to my item while in transit?
We are unable to cover for any damage, or lost items while items are in transit. For any postage or handling errors, we advise contacting EMS directly.
When will my order be shipped?
Please allow 2 – 5 working days for your item to be processed and dispatched.
How long will it take for my item to arrive?
Your purchase will be processed and dispatched within 2 – 5 working days of purchase. For your unique estimated time of arrival, use the tracking number provided to you.
What happens if the item I purchased is not authentic?
If you believe the item you purchased is not authentic, the item must be returned to us in Australia and if it is found to be inauthentic, you will be refunded the total amount paid.

Aftercare

What aftercare services do you provide?
In partnership with Evans, we offer a complimentary waterproofing voucher to our customers after every effe purchase. We also provide free care advice for each item, you can reach out to us at hello@effe.com.au if you have any further questions about maintaining your item.
What does the ‘free care advice’ entail?
Our customers will receive complimentary care advice via email for their new purchase. This personalised care guide provides information about your bag’s materials, tips about maintaining your handbag, how to prevent damage and what to do if you recognise any damage. Early intervention is imperative when it comes to bag-care. Thus, our aim is to educate our customers to ensure they can provide the best care possible for their handbag. If you have specific questions or concerns, feel free to reach out to our customer support team for further assistance at hello@effe.com.au
What is waterproofing, and what services does my waterproofing voucher include?
With every effe purchase, customers can redeem a free professional waterproofing service at our repair partner Evans. Waterproofing involves treating leather or materials to make them resistant to water and moisture. Waterproofing is applicable to most materials including all leathers (smooth, suede, patent, highshine) and fabrics (denim, tessuto, nylon, satin, cloth, wool).
Why should I waterproof my bags?
Waterproofing has a variety of benefits, and you will notice in your care advice, that waterproofing is the best prevention for damage. Leather, when exposed to water can lead to discoloration, stiffness, and even deterioration over time. In addition to these benefits, waterproofing also preserves the leather, keeps it supple, and prevents mould from growing. Materials, when exposed to water can lead to discolouration, stiffness, and are particularly prone to mould. Waterproofing does not prevent all liquid stains (e.g. wine, oils) but will make it significantly easier for professionals to remove the stain, as the liquid does not penetrate into the pores of leather, and into materials.
When should I redeem my waterproofing voucher?
Prior to sale, all effe pieces are waterproofed by Evans leather professionals, so you won’t need to redeem your service immediately. We are unable to suggest an exact time to waterproof again, as it depends on a number of factors e.g. how often you wear the bag, and the environments your handbag is in. As a general rule of thumb, we advise professional waterproofing every 3-6 months.
How do I redeem my waterproofing voucher?
Simply show proof of Effe purchase to the friendly team at Evans. This can be either your confirmation email, or order number.
What is the turnaround time for the waterproofing service?
Details regarding the waterproofing service will be provided by staff at Evans.
Where should I take my bag for general repairs, cleaning or restoration?
If your handbag needs a freshen up or has sustained damage, we recommend seeking professional assistance with our trusted repair partner Evans in Melbourne CBD. Evans also provide a three-way postal service Australia wide.