Shipping policy

Shipping Within Australia

Processing Time

• Orders are processed within 1-2 business days (Monday - Friday, excluding public holidays).
• Orders placed after 2:00 PM AEST will be processed the next business day.
• During peak periods (sales, holidays), processing may take up to 3 business days.

Delivery Times

Delivery times are estimates and begin from the dispatch date, not the order date.

Shipping Costs

• Standard Shipping: $9.95 flat rate
• Express Shipping: $14.95 flat rate
• FREE Standard Shipping on orders over $100

Shipping costs are calculated at checkout based on your delivery address and selected shipping method.

Order Tracking

• Once your order ships, you'll receive a confirmation email with a tracking number.
• Track your order at any time using the tracking link provided or through our website.
• If you haven't received tracking information within 3 business days of placing your order, please contact us.

Delivery Requirements

Signature on Delivery

• Standard shipping does not require a signature.
• Express orders over $200 require a signature upon delivery.
• You can request signature on delivery for any order by contacting us before dispatch.

Safe Drop

• If you're not home, the courier will leave your parcel in a safe place (if available).
• You can provide delivery instructions at checkout (e.g., "Leave at front door" or "Leave with neighbour at #12").
• We're not responsible for parcels left as per your instructions or stolen after delivery confirmation.

PO Boxes & Parcel Lockers

• We ship to PO Boxes and Parcel Lockers via Australia Post.
• Delivery times may be slightly longer for these addresses.
• Please ensure you provide the correct PO Box or Parcel Locker details.

International Shipping

We currently ship to New Zealand only.

New Zealand Shipping

• Standard International: $19.95 flat rate
• Delivery Time: 7-14 business days
• Customs & Duties: Customer is responsible for any customs fees, duties, or taxes imposed by the destination country.

We're working on expanding international shipping to more countries soon!

Shipping Restrictions

We cannot ship to:

• Military addresses (APO/FPO)
• Freight forwarding addresses
• Countries outside Australia and New Zealand (at this time)

Certain products may have additional shipping restrictions due to size, weight, or regulations.

Delayed or Missing Orders

Delayed Orders

• If your order hasn't arrived within the estimated delivery timeframe, please contact us at support@casatevelle.com.au
• We'll investigate with the courier and work to resolve the issue quickly.

Lost or Stolen Parcels

• If tracking shows your order was delivered but you haven't received it, contact us within 7 days.
• We'll work with the courier to investigate and find a resolution.
• We're not responsible for parcels stolen after confirmed delivery, but we'll do our best to help.

Incorrect Address

• Please ensure your shipping address is correct at checkout.
• We cannot change the address once an order has been dispatched.
• If you provide an incorrect address and the parcel is returned to us, you'll be responsible for reshipping costs.
• If the parcel is lost due to an incorrect address, we cannot offer a refund or replacement.

Order Changes & Cancellations

• Contact us immediately at support@casatevelle.com.au if you need to change or cancel your order.
• We can only modify orders that haven't been dispatched yet.
• Once dispatched, you'll need to follow our return policy.

Damaged in Transit

If your order arrives damaged:

1. Take photos of the damaged packaging and product

2. Contact us within 48 hours at support@casatevelle.com.au

3. We'll arrange a replacement or full refund at no cost to you