We continue to do our best when it comes to our customers.
Our FAQs is here to help you with processes regarding our website, your orders and general how to.
Do you offer or accept gift cards?
No, Förch Australia does not sell or accept gift cards online or in-store.
Can I use my trade account for discounts on products bought online?
No, to access your trade account and pricing, visit https://shop.forch.com.au/. If you have any questions, contact your designated Förch Australia Sales Representative.
Are your online prices the same as in stores?
Our online pricing may have variations due to regional pricing, local promotions or trade account special pricing.
What are my rights under 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.
How do I return a product that may require assessment?
We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or repair agent for assessment, such as:
- Sound, electrical and motor driven products
- Compressors
- Power tools; and
- Customer orders – non-store stock items
Are there any instances a refund, replacement or repair may not be offered?
In some cases, a refund, replacement, or repair may not be offered if you:
- Substantially modify the product;
- Misuse the product contrary to user instructions or packaging labels; or
- Simply change your mind.
Certain products are excluded under our Returns & Refund Policy unless they are faulty, these include:
- Custom made orders (e.g. VARO Storage Systems)
Where to return a product (online purchases)
Please fill in the returns form here. Once we have been notified of your return, we will advise the best method of getting the item back to us for refund or replacement.
Alternatively, if your item(s) need to be returned by courier please contact our Customer Service Team during business hours (Monday to Friday 9am – 5pm, (AWST) on 08 9303 9113.
Where to return a product (in-store purchases)
Products purchased in-store must be returned to your closest Förch Australia store. Click here to find your closest store.
What information do I need to return a product?
To complete a return in store we request that you:
- Show your receipt or proof of purchase
- Return the product in the same condition as it was purchased (including manuals, accessories and packaging)
- Provide us with any extra information we may need to process your return
How long does it take for a refund to be processed?
Your refund will be processed once your product has been successfully returned and inspected by our team. Please allow 3 – 5 business days for your refund to then be processed back to your payment service provider (e.g. Afterpay, Credit Card, etc).
Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
Who do I contact to escalate a dispute?
If you feel that your rights under Consumer Law or our Returns Policy have not been met, please forward your concerns in writing to: shop@forch.com.au
How do I return a bulky or fuel operated product?
For safety reasons, please contact your local Förch Australia store before returning any bulky or fuel operated products.
Who pays for expenses occurred relating to the return of a product?
Any expenses relating to the return of your product will normally have to be paid by you. For online store purchases that are faulty, we will pay for return freight for any product that needs to be assessed as having a major failure or deemed faulty.
What is your Returns & Refunds policy?
Click here to view our Returns & Refunds policy.
What do I take into the store to pick up my order?
For orders over $100 value, you'll need to bring your order confirmation and government issued photo ID; and if you paid by credit card, the credit card used to make the purchase. The name on your ID must match the name on the card and the name on the order. The team member may take a copy of your ID, this is to help prevent credit card fraud and may be kept temporarily. After a short period, it will be destroyed.
What are your opening hours?
Store trading hours are displayed online on our Store Locator page and can vary by location.
How long do I have to collect my order?
Your order must be collected within 14 days. If you are unable to collect within this timeframe, we recommend contacting your collection store and advising when you will be able to collect your item.
Can someone else collect my order?
To protect our customers, only the person specified on the order details can collect the order and they will be required to provide appropriate identification at the time of collection.
Can I go to the store to pick up the item before I receive the confirmation?
Visiting the store prior to receiving the email confirmation may result in your items not being ready for collection when you arrive.
Are there any extra fees or charges to use your Click & Collect service?
No, our Click & Collect service is free.
Are you able to ship items classed as Dangerous Goods?
Dangerous goods are articles or substances which can pose a hazard to health, safety, property or the environment. They need to be packed, marked, labelled, and documented properly, handled carefully and shipped by personnel who have received dangerous goods training to ensure they arrive safely at their destination.
All courier companies within Australia enforce a surcharge for Dangerous Goods; this is applied per shipment. Förch Australia does not cover the cost of shipping Dangerous Goods. If you purchase Dangerous Goods online via our website (www.forch.com.au) and select Delivery, a flat-fee surcharge of $40.00 will automatically be added to your total freight cost. In any instance the courier surcharge exceeds $40.00, a Förch representative may contact you to arrange additional payment.
Where is my order coming from?
We currently have online order processing facilities located in Perth, Melbourne and Brisbane. Your items will be sent from your closest location.
How much does shipping cost?
Your delivery charge will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location. Once you enter your shipping address at the checkout your postage will be automatically calculated for you.
Do you offer international delivery?
We can deliver anywhere in Australia. Unfortunately, international delivery is not available.
Does my order have to be sent to my residential address?
No, when you place an order, you are asked to enter your contact details along with the delivery address. The delivery address can be residential or work address. We are unable to deliver to PO Boxes, Locked Bags, Private Bags, Private Lockers, Australia Post Parcel Collect Addresses or Parcel Lockers.
How do I modify or cancel an order?
Generally, once your purchase has been placed, we are unable to add to, remove from or modify your order. If an error has been made while ordering or your circumstances change, please contact our Customer Service Team during business hours (Monday to Friday 9am – 5pm, (AWST)) on 08 9303 9113.
If you have chosen to pick up your order from a Förch Australia store, you can contact them directly and they will be able to assist in your enquiry.
Do I need to register before I place an order?
No, you will have the option to checkout as a Guest. We do recommend registering an account with us as this will help make the ordering process easier each time you visit the site, you login so you can view or track orders. Other benefits include creating favourites, repeating past orders, having a record of transactions for returns and tax purposes. Click here to register.
When will you debit my account?
Online orders placed on the Förch Australia website will be deemed as accepted as soon as payment is received and processed. You will receive an order confirmation notification once this has occurred.
How do I pay for my order?
For in-store purchases we accept cash and all major credit cards (Visa and Mastercard). For online orders we accept all major credit cards Visa, Mastercard and PayPal. Afterpay is also offered online only.
Am I able to purchase products that are not on your website?
Yes! We have over 80,000 lines of quality Germany products available within our network. Not all of these are available to purchase online. Simply visit your closest Förch location or give us a call.
Is it possible to purchase products that are out of stock?
Products on the website are not able to be ordered if they are Out of Stock. If a product is on backorder, you can click on the ‘Notify Me When Back in Stock’ button to receive an email notification. Alternatively, you can call your local Förch store who can help you with local stock availability.
Why isn’t the product I need available for pick up in-store?
Our Click & Collect service is available in all Förch locations across Australia but is still subject to product availability. You will be able to check the product availability on both the product details page and at the cart.
When can I collect my order?
Orders must be collected during store opening hours. Store trading hours are displayed online on our Store Locator page and can vary by location.
When will my order be ready?
Once your order has been placed you will receive an email confirming your order. If your item is being delivered, we process and dispatch most orders within 1 – 3 business days. Delivery times can vary from 1 – 5 business days after dispatch for smaller items, and 3 – 6 business days for larger items, depending on your delivery location. If you are collecting your order, someone will contact you when your order is ready for collection, usually next business day, pending stock levels and items ordered.
Can I order online and pick up from my closest Förch location?
Yes, all Förch locations across Australia offer a Click & Collect service.
Our website makes it easy to order online. You can order on your desktop, tablet and mobile device 24 hours a day, 7 days a week. Browse our extensive range of products online and select “Add to Cart” for the items you wish to purchase.
In the top right-hand corner of your screen, select your shopping cart and click “View Cart” to view your order. You will be prompted to choose how you would like to receive your order. We offer Delivery or Click & Collect.
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