Frequently Asked Questions

Q. Which payment methods do you accept?
A. We accept Visa, MasterCard and Bankcard credit cards. You may also pay by direct bank deposit.

Q. Is my purchase covered by a warranty/guarantee?
A. Absolutely, every product we offer is covered by Double Cream for its full manufacturer's warranty. All original warranty papers are included with every order.

Double Cream handles all warranty claims directly. So in the event that you need to make a claim, please contact us.

Q. Can I pick-up an order?
A. We are currently an internet-based business only and do not at present have a facility to enable pick-up of products. Being purely online means that we can ensure that our prices are kept as low as possible and enables us to maintain a good range of stock. We are however certainly looking to establish a store or at least a facility to allow for pick-up of products in the near future.

Q. What is the difference between a Rollerball and a Ballpoint pen?
A. Ballpoint pens use a viscous oil-based ink. Rollerball pens however employ a water-based ink which flows more freely and saturates deeper and wider into the page than ink from a ballpoint pen. This water-based ink gives writing from a rollerball pen the look of fountain pen ink on the page. Though since they maintain the convenience and ease-of-use of a ballpoint pen, rollerball pens are often thought of as being a "middle ground" between fountain and ballpoint pens.

As a result of these different ink types, most ballpoint pens have a twist or a push mechanism as there is not as much need to cover the nib because the oil-based ink does not easily dry-out. Rollerball pens however generally have a removable cap to stop the nib drying.

Q. If I am going overseas, can I claim a Duty Free price?
A. Yes, as long as the order total is greater than AUD$300 and you are travelling no more than 30 days after purchase, you can claim back the GST amount (i.e. 1/11 multiplied by the total price) from your order. The order can be made up of multiple products, however you must wear or carry the item(s) on board the aircraft to claim the GST refund for them. All you require is to present your Double Cream Tax Invoice (emailed to you upon the dispatch of your order), your passport and your boarding pass to a Customs Tourist Refund Scheme (TRS) facility at the airport.

For further information, please visit the Australian Customs website here: http://www.customs.gov.au/site/page4646.asp

Q. How do I browse the range and place an order?
A. To browse our range, please select one of the departments listed down the left hand side of the page (e.g. Leather Goods). You can then narrow this further by choosing a particular section from that department (e.g. Wallets).

Alternatively, you may search by keyword by clicking on the Search tab at the top of the screen.

Once you have found the piece/s you would like, press the “Buy” button and you will be taken to your order form. From here, you may continue shopping or proceed to the checkout and we will organise to have your selection delivered to you.

Q. What if I cannot find what I am looking for?
A. If at any time you are unable to find exactly what you are looking for please contact us and we will do our very best to locate any item for you.

Q. What happens if my order is broken or lost during shipping?
A. All deliveries are fully insured against any breakage or loss that occurs during shipping. In this event, please contact us at your soonest possible convenience so that we may organise your choice of a replacement product, a store credit or a full refund.

Q. Do you have a store that I can visit?
A. Double Cream does not yet have a physical shopfront. Not having a store means that we can keeps our costs as low as possible, and we can then pass this directly on to our customers in the form of the very lowest prices.

Q. What are The Acclaim Awards?
A. The Acclaim Awards is a charitable organisation that helps to develop and support Australia’s young aspiring opera singers and classical musicians. The program provides financial support and also takes advantage of international networks to give performers high profile exposure in some of the most prestigious opera companies in the world.

We believe that the Acclaim Awards are very important. For more information or to support the charity yourself, please visit www.acclaimawards.com.au.

If you have a question that is not answered here, please contact us at info@doublecream.com.au