Shipping Information
All our local goods are shipped via Australian Post. Shipping Costs are obtained directly from Australia Post via our system integration with their postage system which calculates the postage on the spot. All orders are posted within 2 working days unless we advise you in cases of item on backorder, hence express post is only available by request. If you have not received your order within 5 business days, or 8 business days for orders outside of Melbourne, please notify us by email at: sales@charlottesweb.com.au. Some of our products are kept in oversea warehouse to keep the cost down. In order to save shipping cost, these products will be shipped from the warehouse directly and may be charged at a local postage. Such products will have the shipping information on the detail product description and may take slighly longer delivery time. International orders are welcomed and shipping cost is also obtained directly from Australia Post. Free shipping is available for orders above AU$180 for Australia customers. When you checked out, the system will automatically work out if free shipping is available for your order.
Refund and Returns
Your satisfaction is our first priority at Charlottes Web. We inspect every item for quality and in good condition before we send out to you. Sometimes colour variation may be experience depending on your monitor display settings and the type of windows operating system you have on your computer. If you are in any way dissatisfied with your purchase we will gladly exchange the item or refund your credit card. All returns are subject to us receiving the item back within 10 days of purchase, and 12 days for orders outside of Melbourne. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, and must still be in saleable condition.
Returns Process
To return an item, please send it to:
Charlottes Web
PO Box 2139 Mt Waverley
Victoria 3121 Australia
And also include the following information:
- Your Order number if known (appears on the top of the confirmation email)
- Your name and address
- A description of the item you are returning
- Whether you would like a refund or exchange. If you wish to exchange it for a different item, please include the name and item number of the replacement item.
Delivery Fees and Refunds for Returned Items
Damaged or Defective Goods
If we supplied damaged or defective goods, or the wrong item you will not be charged delivery fees for the replacement item. If we are unable to replace the item we will provide a refund for both the item and delivery fee.
Other Returns
If you are returning the item for any other reason you will be charged delivery fees for the replacement item. If you would like a refund we will refund only the item cost. If the item was supplied with free delivery the standard cost for the type of delivery used will be deducted from the refunded amount. If you are not fully satisfied with your purchase but don't necessarily want to return the item please contact us via email sales@charlottesweb.com.au and we will do everything possible to rectify the problem. |
