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Customer Service

 

Shipping & Delivery
we try to ship our products as quick as a hare
If we fail to mail your ordered item within 48 hours of receiving proper payment, we will refund 100% of your money and ship this item to you absolutely free of charge. (Create exceptions for public holidays only.)
Usually all our items are shipped with tracking and you get a tracking advice in your email. So be rest assured that either within Australia or overseas we shall do our best to send our products ASAP.

Privacy & Security

REAL LEATHER or  Aaheli Oceania Pty Ltd is bound by the National Privacy Principles contained in the Privacy Act 1988. Aaheli Oceania Pty Ltd is committed to ensuring the privacy of any sensitive or other personal information provided to the company by stakeholders. Aaheli Oceania Pty Ltd understands that respect for its stakeholders’ privacy is an important factor in holding their trust and developing an ongoing relationship with them.

We may change the Terms from time to time so please check this page regularly.

The following statement sets out Aaheli Oceania Pty Ltd’s general policy for the protection of its stakeholders’ privacy.

Collection of information
REAL LEATHER or Aaheli Oceania Pty Ltd collects personal and sensitive information during the course of its everyday activities. The types of information which it may collect about its stakeholders include:
names;
addresses;
telephone numbers;
email addresses;
dates of birth;


Use
In order to create a better REAL LEATHER, we need your help. You can help by providing us with various kinds of information to help REAL LEATHER serve you better, and ultimately improve REAL LEATHER for everyone. Below you’ll find some of the reasons we request information from you, as well as how we obtain and handle that information to help improve your REAL LEATHER shopping experience.


Customer Service
In order for a customer service representative to respond to your questions or concerns, we may need personal information like your name, address and telephone number. This information is used to answer your questions as completely and thoroughly as possible and for customer service purposes. REAL LEATHER will only contact you by email if you request we only communicate this way.

Special offers, promotions, coupons and warranties
when you register for or redeem REAL LEATHER special offers, discount coupons or other promotions, we may ask for personal information in order to note the success of our programs for future offers. You also may provide such information when you fill out a warranty card about a product you purchased from REAL LEATHER. Or you may be invited to provide us with information such as product preferences, reasons for purchasing a product, or family and lifestyle information to help us learn more about your shopping preferences.

The information we collect is used only by or for REAL LEATHER. We always maintain administrative, technical and physical safeguards to protect against unauthorized disclosure, use, alteration and destruction of the personal information in our possession.

Collection
Personal and sensitive information is collected from stakeholders and those authorised by stakeholders to provide their personal information, such as spouses.

When you provide us with personal information about other individuals, for example another person’s email address when you are using interactive facilities on the Website, we rely on you to make them aware that their information has been provided to REAL LEATHER Australia, and that Aaheli Oceania Pty ltd has access to their information, and about the purposes for which it may be used and how they can request access to it.

  Aaheli Oceania Pty Ltd collects this information to so that it can provide stakeholders with quality products and related services. Aaheli Oceania Pty Ltd also collects personal information to comply with the Corporations Act 2001.

Other information we may collect
For statistical purposes we collect anonymous information on web site activity. We use this data to evaluate our web site performance and to improve the content we display to you.

To evaluate the effectiveness of our website, we may use third parties to collect statistical data. No personal information is collected on these occasions.

Disclosure of information
  Aaheli Oceania Pty Ltd does not sell, rent or release information gathered on our website to any individuals, companies or groups. Any information we gather is used for Aaheli Oceania Pty Ltd's own purposes as stated above.

Personal and sensitive information collected, is not disclosed to any other person except with the relevant stakeholders’ consent or at their direction, or where required by law. The need to disclose personal information to others is generally restricted to consultants such as IT system managers, consistent with normal business practice.

Anonymity
REAL LEATHER respects the right of stakeholders to deal with the company without identifying themselves. However, Aaheli Oceania Pty Ltd may be unable to provide stakeholders with some products and services if they do not identify themselves and provide the company with the information which it may require.

Information quality and security

Use of cookies
The REAL LEATHER website uses tracking technologies such as cookies to recognise your browser each time it visits our site, and to track which pages you visit whilst on our site. We use this information to optimize our site and create a better online experience for you.

Cookies are pieces of information that a web site transfers to a computer's hard disk for record keeping purposes. Most web browsers are set to accept tracking technologies such as cookies. These tracking technologies do not themselves personally identify users, although they do identify a user's browser. However, if you do not wish to receive any cookies, you may set your browser to refuse them.

If you want to delete any cookies that are already on your computer, please refer to your browser manufacturer’s instructions by clicking “Help” in your browser menu. Please note that by deleting our cookies or disabling future cookies you may not be able to access or use certain areas or features of our site.


Storage of information
Personal and sensitive information provided by stakeholders or others is stored in both a hard copy format and a soft copy format. Hard copy files are kept in a locked cabinet at Aaheli Oceania Pty Ltd's business premises. These hard copy files are only accessed by authorised staff.

We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. We do not pass on, trade or sell your personal information to anyone.

We don't retain your credit card details in any form following your transaction.

We will use and disclose the personal information for the primary purpose for which the personal information was collected or for purposes related to or ancillary to that primary purpose. We erase, destroy or permanently de-identify your personal information when we no longer need it for any lawful purpose.

Soft copy files are kept on Aaheli Oceania Pty Ltd’s IT system. This IT system is protected by passwords and likewise is only accessible by authorised staff.

  Aaheli Oceania Pty Ltd has a policy of destroying information that it has collected and legally needed to keep and no longer uses after a period of seven years.

Access, correction and sensitive information
Stakeholders have a right to access all personal and sensitive information that Aaheli Oceania Pty Ltd collects and holds about them. This general right of access, may be restricted by the exceptions outlined in the National Privacy Principles.

  Aaheli Oceania Pty Ltd’s Privacy Officer (see contact details below) should be contacted if stakeholders wish to access their information. Aaheli Oceania Pty Ltd will have to verify the identity of stakeholders before meeting their request. Subject to the exceptions referred to above, access will generally be granted within 14 days of a written request being received by the Privacy Officer. This information will be provided free of cost. If stakeholders become aware of any errors or omissions in respect of their personal or sensitive information once access has been granted, they should contact the Privacy Officer so that it can be corrected.


Third-party web sites
Links to third party web sites are provided solely as a convenience to you. If you use these links, you will leave REAL LEATHER's site. REAL LEATHER is not responsible for any of these sites, their content or their usage of your personal information.

Changes to this statement
REAL LEATHER may make changes to this Privacy Policy from time to time for any reason. We will publish those changes on our website on this page

Complaints
If stakeholders think that their privacy has been interfered with or that Aaheli Oceania Pty Ltd is breaching its obligations in relation to stakeholders’ privacy, stakeholders can discuss their concerns with the Privacy Officer (see contact details below). If stakeholders are not satisfied with Aaheli Oceania Pty Ltd's response, the company will advise stakeholders of the other options that are available for proceeding with their complaint.

 

Returns & Replacements
relax - everything's covered by our refund policy
Change of mind
At Real Leather Store it's ok to change your mind. Your satisfaction is important to us.
We will immediately replace any item you are not entirely satisfied with. Please provide your reason of return. Please try to raise the issue with us within 7 days of receiving it. If the defect is due to your use and not a manufacturing defect then it will not be eligible for a refund or replacement. It will be your responsibility and expense to send the item back to our Registered address. You may include tracking with the item to ensure its sure return to us. We shall post another identical item as a replacement.
Special Buys & discounted items
We will refund or replace any specials within 7 days of you receiving the item. Please provide your reason of return. It will be your responsibility and expense to send the item back to our Registered address. You may include tracking with the item to ensure its sure return to us. We shall post another identical item as a replacement.
The Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When is a return and refund not possible
In case you have used the goods and then you want return and a refund, we shall not be able to do so. The returned goods should be exactly as received by you. Also the returned goods should be good to sell again. We cannot sell any used wallets or bags or the kind.
If for any reason you need to return goods and ask for a refund - then please send the goods back to our address. The cost of returning the goods is paid by the buyer. Once received back you shall get a refund of the cost of your item, not the postage. You may use the same to purchase another item of your choice. The refund is usually in the form of a store credit or discount coupon of the same amount. The cost of postage or handling cost is not refundable. Reason being that we do not get a refund from the postal department or courier company.

Website Terms of Use
By accessing this website, you agree to the following Terms of Use. Access to this website is subject to a condition of reasonable use. You may only use this website and the material on it for personal, non-commercial purposes. You may not use this website in a way that is likely to cause damage to the website, including by slowing down the operation of the website for other users, for example by making excessive hits on the website. Reproduction of this website and the works contained on it, including by screen scraping, is strictly prohibited. Any wholesale reproduction of material or content on the website is prohibited. Aaheli Oceania Pty Ltd's otherwise reserves its rights to refuse permission - by written notice - to any person to use the site, should Real Leather Pty Ltd determine at its discretion that the activities of such a person are not in keeping with Aaheli Oceania Pty Ltd's objectives or activities. All rights reserved.
Payment, Pricing & Promotions
All our web payments are handled by Paypal. You do not need to be their member to use their services. You only need your credit or debit card to process any payments. You nmay also pay by internet banking.
Viewing Orders
You can always log into your account and view your orders.
Updating Account Information
You can always log into your account and update your informations and see the tracking informations.