Frequently Asked Questions
About Qapilo
What is Qapilo?
Qapilo is an online men's clothing webshop serving customers across Australia.
We focus on providing a convenient online shopping experience with a selection of men's clothing for everyday wardrobes.
Where is Qapilo based?
Our shipping and returns address is:
103 Hawkesbury Cres
Farrer ACT 2607
Australia
How can I contact Qapilo?
You can contact us by:
Email: support@qapilo.com
Phone: +61 262 861 965
Our customer service hours are Monday to Friday, 09:00–17:00 GMT.
We are closed Saturday and Sunday.
Orders
How do I place an order?
Select the product you would like to purchase, choose the available options such as size or colour where applicable, add the item to your cart and proceed to checkout.
Enter your delivery and payment information and complete the checkout process.
Will I receive an order confirmation?
Yes. After successfully placing an order, you should receive an order confirmation with relevant order details.
If you cannot find it, check your spam or junk email folder.
Can I change my order after placing it?
Contact us as soon as possible at support@qapilo.com.
We will try to help before the order enters fulfilment or shipment.
Once an order has been processed or dispatched, changes may no longer be possible.
Can I cancel my order?
Contact us as soon as possible if you want to cancel.
If the order has not yet entered fulfilment or shipment, we will attempt to accommodate your request.
If the order has already been dispatched, our return procedure may apply instead.
Shipping
Do you offer Free Shipping?
Yes. Qapilo offers Free Shipping on eligible orders delivered within Australia.
How long does handling take?
Our standard handling time is approximately:
1–3 business days.
How long does shipping take?
Standard shipping generally takes approximately:
4–9 business days.
How long does delivery take overall?
The estimated overall delivery period is:
5–12 business days.
The exact timeframe can depend on the destination city and delivery circumstances.
Are delivery times guaranteed?
No. Delivery estimates are estimates rather than guaranteed delivery dates.
Delays can occur because of carrier operations, public holidays, weather, regional or remote delivery requirements and other circumstances outside our reasonable control.
Do you ship across Australia?
Yes. Qapilo serves customers across Australia.
Delivery times may differ between metropolitan, regional and remote locations.
How can I track my order?
Where tracking is available, tracking information may be provided after your order has been dispatched.
Please allow some time for tracking information to become active after dispatch.
Returns & Refunds
Do you offer returns?
Yes. Qapilo offers a voluntary 30-day return policy for eligible purchases.
The 30-day period begins from the date you receive your order.
How do I request a return?
Contact:
Include your order number, name, product information and reason for the return.
Is there a return fee?
Eligible returns under our voluntary return policy are handled without a return handling fee.
Different circumstances may apply where a return is not covered by the voluntary policy, subject always to applicable consumer law.
What condition should returned clothing be in?
For voluntary change-of-mind returns, products should generally be unworn, unused, undamaged and in their original condition, with original tags and packaging where reasonably possible.
What if my item is faulty or damaged?
Contact us as soon as possible and provide details of the problem.
Photographs may help us assess the issue.
Depending on the circumstances, we may provide a repair, replacement, refund or another remedy.
Your Australian Consumer Law rights are not affected by our voluntary return policy.
How long does a refund take?
Once an eligible return has been received and approved, our standard refund processing time is up to:
10 days.
The time required for funds to appear in your account may vary depending on the payment provider.
Where will my refund be sent?
Refunds are normally returned to the original payment method where possible.
Payments
What payment method do you accept?
Qapilo accepts PayPal where PayPal is available at checkout.
Is payment secure?
Payment processing is handled through the relevant payment provider.
Qapilo takes reasonable steps to protect customer and transaction information.
Do you store my card details?
When payment is processed through PayPal, payment information is handled by the relevant payment provider rather than requiring Qapilo to store complete card details.
Products
What type of clothing does Qapilo sell?
Qapilo specialises in men's clothing.
Our selection may include different styles and categories depending on the products currently available in our store.
Are product colours always exactly the same as the pictures?
We make reasonable efforts to display products accurately.
However, colours can appear slightly different depending on your device, monitor, lighting and display settings.
What if I have a question about sizing?
We recommend reviewing the sizing information provided on the individual product page before ordering.
If you need further assistance, contact our customer service team.
Customer Support
When is customer service available?
Our customer service hours are:
Monday to Friday: 09:00 – 17:00 GMT
Saturday & Sunday: Closed
How quickly will you respond?
We aim to respond to customer enquiries during our published service hours as efficiently as possible.
Response time may vary depending on enquiry volume and the complexity of the request.
How do I contact Qapilo?
Email: support@qapilo.com
Phone: +61 262 861 965
For order-related questions, including your order number will generally help us locate your purchase more quickly.