FAQ
1.1 Returns & Exchanges
When you placed your order we sent you an order confirmation email. Please print this email and pack it with the item you would like to return and post it to us at:
Funkear Returns
Unit F11 101 Rookwood Rd
Yagoona, NSW 2199
Australia
If the return is due to a faulty or incorrect item, include the original receipt of postage costs inside the box, and we’ll happily cover it. If it’s a change of mind or size, unfortunately we can’t cover the postage cost.
7 Day Trial
At Funkear we want you to love your product we are proud to offer a 7 day trial period. If you’re headphones are not what you expected you can return them within 7 days for store credit.
Please note that not all headphones are eligible for the 7day trial period. We are unable to take back ear buds, limited edition headphones, sale items or any products with destructible packaging. Also, all headphones must be returned with the packaging and all accessories in good condition. Please contact us at info@funkear.com.au if you want to confirm a headphone falls into the 7 day trial category or you have any questions.
If you would like to return headphones during the trial period please contact our team at info@funkear.com.au within 7 days of receiving your goods. Once the return is processed our quality control team will assess the headphones, packaging and accessories then issue your store credit.
Please note that products must be in the state you received them. A small 10% restocking fee on the entire value of the order will be applied when returning the goods to us.
Please also note: original packaging must be returned in the same conditions in which they were received, when returning they must be protected. Under no circumstances will we issue a credit if labels, adhesive tape or pouches were to have been taped or applied on the box, in that case we will automatically return the package to the sender.
All headphones received back during the trial period are placed on our website as ex-demo models. Under no circumstance would we ever sell a used product as brand new.
30 Day Change of Mind
At Funkear we want you to be happy so we are making buyer’s remorse a thing of the past. All purchases will come with a 30 day no questions asked return policy. So long as you follow these 2 simple rules.
- The return is made within 30 days from the date of purchase.
- The product is unopened with all the packaging in the condition you received it in.
Once the return is processed our quality control team will assess the headphones, packaging and accessories then issue your store credit.
Please note that products must be in the state you received them. A small 10% restocking fee on the entire value of the order will be applied when returning the goods to us.
Please also note: original packaging must be returned in the same conditions in which they were received, when returning they must be protected. Under no circumstances will we issue a credit if labels, adhesive tape or pouches were to have been taped or applied on the box, in that case we will automatically return the package to the sender.
Please also note: that not all headphones are eligible for the 30 day change of mind return. We are unable to take back limited edition headphones or sale items. Please contact us at info@funkear.com.au if you want to confirm a headphone falls into the 30 day change of mind category or have any questions.
Faulty Goods
Our Quality Control team tries to ensure that all products are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, please send it back to us and we will send you a replacement item. In case we are out of stock, our Customer Service team will call you to give you the option of receiving store credit or a refund.
Defective items must be returned to Funkear within 14 days of the purchase date to be eligible for replacement. In some cases, depending on the fault, certain products may need to be returned to the manufacturer for inspection. Because we know it’s no fun to miss out on something you love, please trust that we will do our best to replace your item with the same item originally purchased and as soon as possible.
Warranties
All products have a 12 month manufactories warranty unless otherwise stated. If you believe your item has suffered a warranty issue please return your product with your order confirmation email and our quality control team will assess your issue and provide a replacement product. In some cases, depending on the fault, certain products may need to be returned to the manufacturer for inspection. Because we know it’s no fun to miss out on something you love, please trust that we will do our best to replace your item with the same item originally purchased and as soon as possible.
How long do I have to return my purchase?
We allow up to 30 days from purchase for you to return your item(s) based on changes of mind. If your return is due to a warranty issue we will refer to the manufactures warranty, which is generally 12 months.
How long does it take for me to receive a refund?
We will refund your purchase within 7 days of receiving the return.
How will I be refunded?
Refunds are issued through the same transaction method used to make the original purchase. If the product was ordered with a gift voucher or promotional voucher, we reserve the right to refund any amounts due to you by issuing you a voucher to the value of the order.
What are the shipping charges if I return a delivery?
If the return is due to a faulty or incorrect item, include the original receipt of postage costs inside the box, and we’ll happily cover it. If it’s a change of mind or size, unfortunately we can’t cover the postage cost.
Do you refund or exchange if I have chosen the wrong colour/style?
Yes! If this is the case, please return the unopened item(s) within 30 days to receive a refund.
Do you issue a refund if I don't like the product once I have received it?
We do our best to ensure that the image and description on the website as an accurate depiction of the product. If you are still not satisfied, please return the unopened item(s) to us within 30 days of purchase in its original packaging with the confirmation email. Once our Quality Control team confirms that the item is in its original condition, a refund will be issued.
Do you issue a refund if I don't like the product once I have opened it?
At Funkear we want you to love your product we are proud to offer a 7 day trial period. If you’re headphones are not what you expected you can return them within 7 days for store credit.
Please note that not all headphones are eligible for the 7day trial period. We are unable to take back ear buds, limited edition headphones, sale items or any products with destructible packaging. Also, all headphones must be returned with the packaging and all accessories in good condition. Please contact us at info@funkear.com.au if you want to confirm a headphone falls into the 7 Day trial category or you have any questions.
What if my item is faulty?
Our Quality Control team tries to ensure that all products are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, please send it back to us and we will send you a replacement item. In case we are out of stock, our Customer Service team will call you to give you the option of receiving store credit or a refund.
Defective items must be returned to Funkear within 14 days of the purchase date to be eligible for replacement. In some cases, depending on the fault, certain products may need to be returned to the manufacturer for inspection. Because we know it’s no fun to miss out on something you love, please trust that we will do our best to replace your item with the same item originally purchased and as soon as possible.
What are your shipping and returns policies?
Our shipping and returns policies can be viewed here - shipping policy.
I need to return an item, but I don't have the original packaging. Now what?
In instances where you have changed your mind or would like to exchange for a different item or colour, in order to issue a refund or store credit, original packaging is required. Unfortunately, in these circumstances, we can’t issue a refund. If the item is faulty, but you no longer have the original packaging, proof of purchase is required in the form of a order confirmation email, to receive a store credit or refund.
1.2 Brands & Stock
The item I want is out of stock. What now?
Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular will run out of stock. Our focus is on keeping up with the latest headphones trends and the items that we stock are only available while stocks last. Please contact our Customer Service team on +612 8810 4907, who will attempt to source the item you desire from elsewhere, at no additional cost, or assist you to find out a suitable alternative to the item you are seeking.
Sometimes we make mistakes.
It's very rare, but in the unfortunate case that you've ordered an item which is actually out of stock, we'll call you within 2 business days to apologise and arrange an alternative or a refund. Our customer service team will do their best to win your love back!
Do you place items on back order?
No, your item will not be placed on backorder. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by the Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.
Can I place an item on hold for purchase at a later date?
Sorry, but we do not offer this option as yet.
How do I know if you carry a certain brand?
Please type the name of the brand you are searching for into our search toolbar to view the items from that brand.
When can I expect new products to be listed on your website?
We are constantly updating our product range as new lines are released and as we stock new brands. Please see New Arrivals to see the latest items we have in stock.
Do you offer a warranty on your products?
All products come with at least one year warranty. Please keep receipt of your purchase for warranty claims.
How can I provide feedback about a product?
We look forward to hearing feedback about our products. You can send your feedback via
Email: info@funkear.com.au
Phone: +612 8810 4907
Is there somewhere I can go to view the product prior to purchasing?
Yes, please visit one of our retail stores. Not only do we bring you the largest range of headphones, with hundreds of different styles and colours, we have created a shopping destination like no other. When you visit the Funkear store be prepared for an experience. Kick back in our listening lounge and be blown away by the amazing sound of our products. You can listen to our music, bring your own iPod or listen to the in store DJ banging out the latest beats. Browse the latest collections from the most celebrated international labels through our iPad catalogues, which will place our whole range of headphones right at your finger tips. Pose with your friends in our photo booth and see your photo alongside Dr Dre, 50 cent, Jay-Z, Snoop Dogg, Justin Beiber and many more on our in store display or just kick back and enjoy some of the live NBA that is playing daily on one of our three screens.
1.3 Technical
I need personal assistance with my order. Who can I contact?
Our Customer Service Team is happy to assist you with your order. Please call +612 8810 4907
How do I start a new account?
Please click on ‘My Account’, which is located on the top right hand side of the page. You will then be prompted to a new page where you will find ‘New Members‘ on the left hand side. Click ‘create a new account’ and fill in your details as requested before clicking ‘submit’. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.
How do I update my details on my account?
Please click on the ‘My Account’ tab on the top right hand side of the page. You will then be prompted to your account details. Scroll down to find your account information as well as ‘edit’ next to ‘contact information’. Click on ‘edit’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details have been saved.
I'm having problems ordering through your website. What can I do?
Our website is best supported by Internet Explorer and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please call our Customer Service team on +612 8810 4907
How do I unsubscribe from your mailing list?
Please open an email sent to you by Funkear. At the bottom of the email you will see a button that reads 'Unsubscribe to Newsletter'. By clicking on this button, you will be unsubscribed to future Funkear mail outs. Remember, our newsletter is the best way to find out about new products, sales and special members discounts.
Where can I get help if I need it?
Please don’t hesitate to contact our Customer Support, they are not only good to talk to, they also know their headphones.
Phone Us: Customer Service Team +612 8810 4907
Email: info@funkear.com.au
What are cookies? Do I need to enable cookies in my browser?
Cookies aren't just for eating. They are also the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.
Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'logout' link in the top right hand corner of the page.
To find out more about how we use cookies, please see our Privacy Statement. Yum.
1.4 Payment
What payment types do you accept?
Funkear offers a number of payment methods:
- Credit Cards: Visa (including Visa Electron), MasterCard;
- Paypal;
- Gift Cards.
Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. The Funkear payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.
My credit card details are not being accepted. What's wrong?
Please check with your bank or financial institution to rule out errors on their behalf. If problems continue, please contact our Customer Service Team on +612 8810 4907 who will notify the IT department of technical difficulties.
How do I use my store credit?
If you have been issued store credit, you will have received a voucher number. Please type this voucher number into the allocated field upon checkout to have the credit amount deducted from your retail price.
My computer froze while processing payment. How will I know that my payment went through successfully?
All successful transactions will receive a confirmation email that contains an order tracking number within an hour of purchase. If you have not received confirmation via email, please try placing your order again. Alternatively, call our Customer Service Team on +612 8810 4907 to confirm the placement of your order.
1.5 Pricing
Are your prices in Australian Dollars (AUD)?
Yes, all pricing is in Australian Dollars.
Do you match prices if I see an item on sale elsewhere?
No, but we do our best to ensure we have competitive prices.
Do your prices include GST?
Yes, all prices include GST.
1.6 Store Credit & Vouchers
What is store credit and how do I get it?
A customer can receive store credit on returns made to Funkear. Store credit can be used on future purchases made through the website.
Please note that store credit is only granted once returned items have been processed by the Quality Control team who will confirm any proposed fault in items or deem the item to be unworn and in original condition.
How do I use my gift voucher?
To redeem your voucher simply enter the voucher code into the specified field at the checkout. Your discount will automatically be applied.
You have purchased a Groupon voucher?
If you have ordered a Groupon voucher, simply enter the voucher number into the specified field at the checkout. Your discount will be automatically applied.
I am having difficulty using my voucher/coupon code.
Please ensure that you are entering the correct code into the voucher code field and click redeem before 'Proceed to Checkout'. The voucher code field can be seen by viewing 'my cart' via the trolley icon in the top right hand corner of your screen. If you have any difficulties please contact customer service who will be happy to assist.
1.7 PayPal
What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information visit About Paypal.
How do I sign up for PayPal?
You can sign up for a PayPal account by going to Create Paypal account.
Who do I contact if I have a problem with my PayPal account?
Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer services.
When will my payment be deducted from my PayPal account?
Payment will be deducted from your PayPal account immediately.
1.8 Privacy & Security
How do I know it is safe to shop with you?
We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see The Funkear Privacy Statement.
Do you keep my credit card details?
No, we do not store your credit card details.
Will my information be sold to third parties?
Your information will not be sold or passed on to third parties. Your privacy is importance to us. Read more about how we protect your privacy here - The Funkear Privacy Statement.
1.9 About the Company
How can I learn more about Funkear.com.au?
Funkear is the niche headphone store that Australia has been waiting for. After having to search long and hard to get their hands on the latest cans the boys behind Funkear decided it was time that headphones became mainstream and took it upon themselves to bring their love for music to the masses. Headphones have become more than just a way to listen to your music, emerging now as an expression of your own personal style. They have been re-invented with Funkear catering to every individual taste from the fashion freaks to the audio geeks.
Funkear is much more than your everyday retail store. Not only do we bring you the largest range of headphones, with hundreds of different styles and colours, we have created a shopping destination like no other. When you visit the Funkear store be prepared for an experience. Kick back in our listening lounge and be blown away by the amazing sound of our products. You can listen to our music, bring your own iPod or listen to the in store DJ banging out the latest beats. Browse the latest collections from the most celebrated international labels through our iPad catalogues, which will place our whole range of headphones right at your finger tips. Pose with your friends in our photo booth and see your photo alongside Dr Dre, 50 cent, Jay-Z, Snoop Dogg, Justin Beiber and many more on our in store display or just kick back and enjoy some of the live NBA that is playing daily on one of our three screens.
The range of headphones at Funkear is forever expanding with a focus on finding rare, limited edition headphones which would normally never make it to Australian shores. Make sure you follow us on Facebook or sign up to our newsletter to be the first to get your hands on the freshest gear
Our world class customer service team can be contacted via email at info@funkear.com.au or by phone at +612 8810 4907. For press or business enquiries, please contact press@funkear.com.au.
What is your ABN?
58 150 440 430
3. Shipping & Delivery (Australia and New Zealand)
How much does shipping cost?
At Funkear we are proud to offer free shipping within Australia and New Zealand for all orders over $100, meaning that if you place your order before 4pm, it will be shipped the same day free of charge.
For all orders below $100 a standard $10 shipping fee will apply.
Orders going to New Zealand are tax free with the exception of orders over $344 NZ Dollars. Don't worry - in this case, it's us who pays the tax, not you. NB; Please be sure to currency convert orders on today's rate.
How long does shipping take?
Items shipped to metropolitan areas Australia-wide should be received within 2-4 working days. Deliveries to remote areas may take up to 6 working days.
Items shipped to New Zealand should arrive in 3-5 business days. Deliveries to remote areas may take up to 6 working days.
There will also be an option on checkout to receive express shipping which will carry a $5 fee and will mean that all orders placed before 2pm will arrive the next working day for all metropolitan areas Australia-wide.
How can I track my order?
Please use the Tracking ID sent to you in your confirmation email. Follow the prompts in the email to find out the status of your order.
Will I have to sign for my delivery?
You'll be required to sign unless you've nominated to have the parcel left without a signature (e.g. on your porch). We recommend voluntary insurance on any items that are to be left unattended.
What if I am not home when my package arrives?
A notice will be left at your address notifying you of alternate delivery or pick-up arrangements
What is the postage & handling charge on orders?
Funkear is happy to offer free delivery on all orders above $100. Express delivery costs $5, and is an option on checkout.
How do I change my shipping address after my order has been placed?
Your shipping address can be changed as long as your order has not left the warehouse. To change your shipping address, contact our Customer Service team as soon as possible on +612 8810 4907
Has my order been shipped yet?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. Our Warehouse team works around the clock so you could receive the email in the day or the night.
My items haven't arrived yet. What can I do?
Please allow up to five business days for your order to arrive. You are able to track the status of your order using the Tracking ID sent to you in your confirmation email. If you have any concerns, please do not hesitate to contact our Customer Service team on +612 8810 4907.
Do you ship internationally?
We currently ship only within Australia and to New Zealand.
Do you ship to PO Boxes, work addresses or Military addresses?
Yes!
Need to return an item?
When you place your order we sent you an order confirmation email. Please print this email and pack it with the item you would like to return and return it to:
Funkear Returns
Unit F11 101 Rookwood Rd
Yagoona, NSW 2199
Australia
If the return is due to a faulty or incorrect item, include the original receipt of postage costs inside the box, and we’ll happily cover it. If it’s a change of mind or size, unfortunately we can’t cover the postage cost.
Change of Mind
For all returns based on change of mind or incorrect choice we have two requirements:
- Made within 100 days from date of purchase.
- Unopened with all packaging in the condition you received it in
Faulty Product
Our Quality Control team try to ensure that all products are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, please send it back to us and we will send you a replacement item. In case we are out of stock, our Customer Service team will call you to give you the option of receiving store credit or a refund.
Defective items must be returned to Funkear within 14 days of the purchase date to be eligible for replacement. In some cases, depending on the fault, certain products may need to be returned to the manufacturer for inspection. Because we know it’s no fun to miss out on something you love, please trust that we will do our best to replace your item with the same item originally purchased and as soon as possible.
Warranties
All products have a 12 month manufactories warranty unless otherwise stated. If you believe your item has suffered a warranty issue please return your product with your order confirmation email and our quality control team will assess your issue and provide a replacement product. In some cases, depending on the fault, certain products may need to be returned to the manufacturer for inspection. Because we know it’s no fun to miss out on something you love, please trust that we will do our best to replace your item with the same item originally purchased and as soon as possible.
Customer Service
Have something you’d like to ask or tell us? We’d love to hear from you. Our brilliant customer service team are free to chat any time between 9am and 5pm AEST on +612 8810 4907 or email us at info@funkear.com.au. We look forward to hearing from you soon!
4. Order Status
What is the status of my order?
You can follow your order by using the Tracking ID in your order confirmation email. We’ll send you another email when your order is ready to leave our warehouse.
How do I change my order?
To change your order, please contact the Customer Service team on+612 8810 4907 as soon as possible. If your item has not yet been shipped, we can offer you a store credit or refund to be used on an alternate purchase.
If your item has already been shipped we will not be able to change the order.
