Shipping

Estimated Delivery Time Frame: 4-7 business days to despatch from warehouse and collected by freight partners to deliver to your door . Bulky & Oversize Orders vary depending on the size and delivery carrier.

Redelivery Charges

Please note before ordering that refusal of delivery or subsequent return of an order to us by our Shipping Services Post defined as a "Return To Sender" will be charged incur an additional flat rate of $12.95 for the cost of return to our warehouse. If a parcel is marked by our Shipping Services as "Return To Sender" because of any of these reasons and not limited to just these scenarios:

  1. An incorrect address is provided by the customer during checkout.
  2. Customer refuses to accept delivery for a change of mind
  3. Customer did not collect the parcel from the Parcel Collection Point - after a missed delivery card was issued - before it was returned to us, the flat rate fee of $12.95 will apply. If you would like the order to be sent back to you, you will need to pay an additional delivery fee as per the standard charges.
COVID-19 UPDATE:

Please note that due to amended delivery procedures and hygiene practices you may experience an increased transit time as couriers are having to work in accordance to the government's new recommendations. Please Note Change in Couriers delivery process in response to COVID-19 In response to the COVID-19 situation Couriers are making a temporary change to how we deliver parcels to enhance the safety of the drivers, and to ensure Couriers continue to offer an essential service. With the objective to minimise physical contact as much as possible, whilst ensuring our usual high level of quality customer service remains during this period of uncertainty.

Please Note Change in Couriers delivery process in response to COVID-19

In response to the COVID-19 situation Couriers are making a temporary change to how we deliver parcels to enhance the safety of the drivers, and to ensure Couriers continue to offer an essential service. With the objective to minimise physical contact as much as possible, whilst ensuring our usual high level of quality customer service remains during this period of uncertainty.

NOTE: As per our standard courier operating processes, all tracked items are still being scanned, so for the most upto-date information on your items, please use the track an item tool.

Returns

Although rare, we understand that an order might need to be returned to us for a number of reasons. Please contact us before sending anything back to make sure the correct process is followed.

You changed your mind

  1. We offer a generous 30 day return policy for change of mind on selected items only. Some products cannot be returned due to health and sanitary reasons. Please check the listing first, and if returns are accepted, then you are welcome to return it to us up to 30 days after you received it for your choice of exchange or full refund, excluding original delivery costs.
  2. Items returned must be in brand new, unused condition, in their original shipped packaging. Products must be unopened with original manufacturer seals still intact, or we cannot accept them back.
  3. Return shipping costs are non-refundable. For exchanges, we will cover the cost of sending a replacement product back to you.

You received the wrong item, or it arrived damaged

  1. All orders leave our warehouse in brand new undamaged condition. If you have received the wrong product or your item arrives damaged, we will replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. Please send us a copy of the receipt for any shipping costs you incur.
  2. All claims for damaged items must be made within 2 business days of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.
  3. Please take photographs of the damage and send an email to orders@chaletessentials.com.au so we can report it to our insurer, carrier and fulfilment team.

The item is faulty

  1. Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded.
  2. Should your product be faulty, we will happily replace it for you (or if stocks are exhausted, refund you) excluding original delivery costs.