SHIPPING + RETURNS
SHIPPING AUSTRALIA + INTERNATIONAL
Celia Loves offers free shipping on all Australian orders over the value of $99.00 (ninety-nine dollars). Alternatively, on all other Australian orders there’s a flat rate of $15 (fifteen dollars). Express Orders have a flat rate of $20. International orders will be quoted before time of purchase as rates vary globally. Please email email@example.com if you’d like a quote for international shipping.
ORDER PROCESSING TIMES
All orders placed online are generally processed within 3-7 business days. Business days are Monday to Friday and exclude weekends and Public Holidays. During the lead up to Christmas and or sale periods, additional processing times may apply. Express Orders are processed within 3 (three) business day.
ITEMS LISTED AS PRE-ORDER OR HAVE A LATER SHIPPING DATE
Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be captured up front.
PLEASE NOTE: If your order contains pre-order items and available items, your order will be shipped once the pre-order item(s) are received.
We are not able to split orders and ship available items first. If you wish to purchase pre-order items and available items together, we recommend placing a separate order for each.
DELIVERY TIMEFRAMES + DELAYS
Please note that delivery timeframes are guidelines based on estimated time of arrival from the dispatch date, not the date your order is placed. Express Orders are not guaranteed to arrive on time. If you are purchasing for a special occasion, we cannot guarantee delivery as we use third party couriers and have no oversight as to their capacity at the time of purchase.
Once dispatched, please allow up to 7 business days for your order to arrive. This is dependent on your shipping address within Australia. Interstate and regional addresses may require additional shipping days.
Due current Covid circumstances, delivery times may extend past your estimated time of arrival by an additional 7-18 business days. You will receive tracking information via email as supplied by Shippit. This email will contain the Courier Company, estimated time of arrival and any further information relating to delays to your delivery. PO Box or Parcel Lockers addresses will be shipped with Australia Post and you will be provided with your tracking details via email. You can review Australia Post network delays on their website.
Celia Loves cannot be held responsible for delays caused by COVID and Courier Networks. Celia Loves does not guarantee delivery by customer requested dates or those estimated time of arrival as supplied by third party Couriers.
What if my order hasn't arrived in the estimated time?
You will receive tracking details via email once your order has been shipped. If you have not received tracking information, please check your junk inbox.
Please ensure you have correctly entered your shipping address details (house number, street name, suburb and postcode) as we cannot be responsible for orders that do not arrive due to error in address. You may incur additional shipping charges if this occurs unless it is the error of Celia Loves. Once your order has been shipped, we cannot accept responsibility for any lost parcel.
Failure to collect your parcel from your local Courier depot or Australia Post may result in your order being returned to Celia Loves warehouse. Additional shipping charges will apply to resend your order to you a second time. Additional charges will apply even if your order qualifies for free shipping under the initial purchase.
Please note our warehouse will be closed during the public holidays and will re-open with limited staff between the 21st of December 2023 to 8th of January 2024. There may be dispatch delays of up to 4 business days for orders placed during the closure period as we will have limited staff until 12 January 2024.
RETURNS + CUSTOMER SERVICE
The utmost care is taken when wrapping orders for posting. Should your purchase arrive damaged, please contact firstname.lastname@example.org including a description of the damage and photographic evidence, within 3 (three) days of arrival. The products and packaging must be returned in an unused condition. Any product and packaging that is returned in a used condition will not be deemed faulty/damaged. You may incur additional shipping charges to return the product or if appropriate, a refund will be given within 7 days of being received by the warehouse. If the product is returned in an unused condition we will happily replace the product.
Unfortunately, we cannot accept refunds for a change of mind. If the scent you have chosen is not to your liking, we will happily exchange your purchase with another of our beautiful scents. Exchanges will only be accepted on full price items within 14 days of purchase. Exchange is not available on candles purchased on sale. In order to successfully exchange your order, the following procedure must be followed:
- Email email@example.com with your purchase number, and new scent you would like to receive.
- The original order must be returned in unused condition at the customer’s own shipping expense. If there is damage to the packaging and or product, we will not be able to accept the exchange.
- Celia Loves will send out the exchange product, shipping costs will be at the expense of the customer.
Please note additional shipping charges will apply to your order, even if your original order qualifies for free shipping.
While we understand how frustrating it is when you're waiting on an update on your delivery status, if you could please not send more than one message (across all of our channels) our customer service team can work on updates faster. Every message we receive is looked at separately, so if you can keep it to one message per issue we'll be able to get back to you that much sooner. We appreciate your understanding and patience while we work with a third party to locate your parcel during this current climate
Customer Service Team members are currently working Monday, Tuesday, Thursday on reduced hours. Please note the team members are taking a break from 22nd December and returning back to work on 12 January 2024. We will continue to monitor emails for anything deemed urgent by Celia Loves and action accordingly.