SHIPPING, RETURNS &
DOMESTIC SHIPPING - AUSTRALIA
$9 Flat Rate Postage on orders under $100
Free Postage on orders $100+
Orders are dispatched from Melbourne within 1 - 3 business days (excluding public holidays) following receipt of payment. Following dispatch, please allow up to 15 business days for your parcel to arrive. This time-frame takes into account the maximum shipping time-frame imposed by Australia Post to accommodate unusual delays in their shipping process (such as lost or un-scanned parcels).
Below is a general guide to the total delivery time-frames you can expect for a normal shipment:
VIC: 3 - 5 business days
NSW: 3 - 5 business days
QLD - Brisbane: 3 - 5 business days
QLD - Gold Coast & Sunshine Coast: 4 - 6 business days
QLD - Other: 5 - 15 business days
ACT: 3 - 5 business days
SA - Adelaide: 3 - 5 business days
SA - Other: 4 - 15 business days
TAS: 4 - 6 business days
WA: 5 - 15 business days
Any delays with regards to dispatch of orders as a result of stock supply levels will be communicated to you as soon as possible, giving you the option to proceed with you order or request a refund.
The vast majority of orders will be dispatched using Australia Post. In some cases, we may elect to use a private courier - Fastway - for dispatch. Unfortunately, we are unable to post orders on a customer's personal shipping account.
If your parcel is not delivered within the above-mentioned time-frames, please get in touch with us immediately via our contact form or by emailing email@example.com so that we can investigate on your behalf.
Delivery Signature and Re-Delivery
For delivery via Australia Post, signature is not required, but in the case that ATL has not been received from you and no-one is available to receive your order, a note instructing you to pick up your delivery from your local post office will be left for you.
Order is Part Missing or Incorrect
If something is missing from your order or it is incorrect, please contact us immediately via our contact form or by emailing firstname.lastname@example.org so that we can investigate and rectify to your satisfaction.
Change of Delivery Address
Your parcel will be sent to the delivery address that you have provided in your order. If you have supplied an incorrect address, please contact us immediately via our contact form or by emailing email@example.com and we will do our best to update your details prior to dispatching your parcel. Please be aware that we cannot be held responsible for parcels sent to an incorrect delivery address in cases where your notification for an address change was received after your order order has been fulfilled.
How to Order in Case of a Web-Store Issue
If you are unable to submit your order through our store due to a website technical issue, please contact us via our contact form or email firstname.lastname@example.org with your full name, address and order details, and we will respond as soon as possible to assist you in completing your order.
RETURNS, EXCHANGES & REFUNDS
We pride ourselves on the quality of our products and trust that you will be 100% satisfied with your CocoVelle. However should you experience any issues, please get in touch with us immediately so that we can help to resolve the issue to your complete satisfaction.
DAMAGED PRODUCT PACKAGING
While we take every care to package your parcel in a way that protects it during transit, in some cases your parcel may still arrive in a damaged state. Where possible, please do not accept delivery of a package that has been opened or is evidently damaged (eg. torn, crushed, dirty, subjected to water damage). In these instances, advise the courier to return the package to us, and upon receipt of the goods, we will exchange the damaged parcel at no cost to you.
If you are unable to return the package to us or discover that your order is damaged after opening your parcel, please contact us within 5 business days via our contact form or email email@example.com so that we may investigate and assist. In some cases you may be asked to provide in depth details of the damages and/or photos of the damaged products before we are able to organise return shipping and exchanges.
OTHER PRODUCT ISSUES
If you are not entirely happy with your Cocovelle due to a non-packaging related issue, please contact us within 5 business days via our contact form or email firstname.lastname@example.org so that we may investigate and determine the best course of action. In some cases you may be asked to provide in depth details of the issue and/or photos to support your claim. Generally all requests for refunds due to legitimate product issues will be granted (incorrect purchase, change of mind, damage to product due to incorrect storage or not to individual taste cannot be accepted as as a legitimate reason).
If a refund is granted, it will be processed on receipt of your returned parcel. In these cases, you assume responsibility (unless otherwise stated) for pre-paid shipping costs and any associated and recommended insurance to cover parcel loss, theft or damage during transit. Silky Foods cannot be responsible for parcels lost or damaged in transit if you choose not to insure.
Please note that any or all of these terms may be waived at our discretion, depending on the unique circumstances of the case at hand.
For product returns, please send your parcel to the following address:
The Nicholas Building
Level 6, Suite 613 / 37 Swanston St
Melbourne VIC 3000