Refund policy
RETURNS
We do not have to give a refund if you change your mind about a purchase – so please choose carefully. If you have any questions please email and ask our team. We're happy to help.
If the product you have purchased is faulty, we will provide a remedy as required by the Consumer Guarantees Act.
If your order was damaged in-transit or if you've received the wrong Carobello order, please reach out to our customer service team immediately by emailing Info@carobello.com.au.
REFUNDS (IF APPLICABLE)
Returns requests must be actioned within one week of delivery.
A charge for return shipping costs will be deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at Info@carobello.com.au.
EXCHANGES/REPLACEMENTS (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Info@carobello.com.au.
DELIVERY INFO
DELIVERY TIMES
We do our best to get orders dispatched within 24 hours Monday to Friday. Generally speaking, any orders placed before 2pm Mon-Fri should be sent out that day. Normal delivery times can range from 2-4 working days (excluding rural delivery & delivery to Western Australia).
Orders placed on a Friday (before 2pm) should be dispatched same day. Orders placed after 2pm Friday will be processed and dispatched Monday.
SHIPPING COSTS
| Destination | Shipping Cost |
| Australia (Incl. ACT, NSW, NT, QLD, SA, VIC) |
Free Shipping for orders over $70 |
| Australia (Incl. WA, TAS) |
Free Shipping for orders over $90 — Orders under $90: Standard shipping: $15 Express shipping: $20 |
TRACKING SHIPMENTS
• When your order ships from our fulfilment warehouse, you will receive a shipment confirmation email that includes a tracking number.
• If you have any questions about your order, please contact info@carobello.com.au
LOST OR DAMAGED ITEMS
• In the unlikely event your order gets lost or arrives damaged, please contact info@carobello.com.au and we'll find a fitting solution for the issue.
RETURNS AND REFUNDS
• Return and refund queries should be directed to info@carobello.com.au We will do our best to accommodate to your needs and provide a solution.
• Returns requests must be actioned within one week of delivery.
• Payment for returned shipping is the receivers responsibility.
• Shipping charges will be deducted from any refund if the item is not collected from the drop off/LPO and is returned to us
INTERNATIONAL SHIPPING AND CUSTOMS
• We offer worldwide shipping outside Australia. Please make yourself aware of your local customs regulations in your country. If we happen to foresee customs issues in the particular territory, we will endeavour to contact you.
• Delivery time for the rest of the world is 5-10 working days (once item is dispatched).
• You may be charged import duties and taxes by your local customs authority when your parcel is received into your country. Duties rates vary depending on the value of the goods, what they are made of and where they are made. Importantly, all countries have different rules regarding this, so we are unable to tell you exactly what duties you may be required to pay as this is determined on import by local customs officials.
• Estimated delivery does not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above and you have not been contacted regarding your delivery by one of our shipping couriers, please get in touch with us and we will investigate your delivery on your behalf.
