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FAQ

HOW DO I ORDER ONLINE?

To make a purchase online, simply browse through our items and once you have made your selection, click on the “Add to Shopping Bag” button which will place each item you wish to purchase into your Shopping Bag. 
Once you are ready to finalise your order, click on the “Proceed to Checkout” button inside your Shopping Bag and follow the prompt to complete your purchase.

 

 

I CANNOT CHANGE OR INCREASE THE QUANTITY OF THE ORDER OF THE ITEM I WISH TO ORDER ONLINE!

If you are unable to increase the quantity of a product when ordering online it means we do not have the stock available to fulfill the order. Some items display pre-order and you may pre-order your item to arrive to you when restocked. 

 

 

HOW MUCH IS DELIVERY AND HOW LONG WILL IT TAKE TO ARRIVE?

It’s important to us that you receive your purchase as quickly as possible. All online orders will be processed within 24hrs of payment and dispatched on the next business day. All items are registered and shipped via Australian Post.

There are two postage options:

  • STANDARD POSTAGE 0.1kg - 0.6kg (WITHIN AUSTRALIA) – Flat Rate $10.10 AUD
    Orders will arrive within 2-7 business days from time of posting depending on your location.
  • STANDARD POSTAGE 0.1kg - 2.0kg (WITHIN AUSTRALIA) – Flat Rate $21.30 AUD
    Orders will arrive within 2-7 business days from time of posting depending on your location.
  • EXPRESS POSTAGE 0.1kg - 0.6kg (WITHIN AUSTRALIA) - Flat Rate $15.10 AUD
     Orders will arrive within 1-4 business days from the time of posting depending on your location.
  • EXPRESS POSTAGE 0.6kg - 2.0kg (WITHIN AUSTRALIA) - Flat Rate $25.50 AUD
     Orders will arrive within 1-4 business days from the time of posting depending on your location.

Delivery timelines and more details are available on our Delivery & Tracking page.

 

 

HOW SECURE IS MY PERSONAL INFORMATION?

All information submitted to our website is secure. 
Please refer to our Privacy Policy for more details.

 

 

CAN I CHANGE OR CANCEL MY ORDER?

Unfortunately we are unable to modify your order once it has been placed.

If you have ordered the wrong item, colour or style you are welcome to exchange or return the item. More details are available on our Returns page.

If you need assistance with an order please contact us.

 

 

I HAVEN'T RECEIVED AN ORDER CONFIRMATION EMAIL!

If you have placed an online order but not yet received an order confirmation email, please check your junk inbox or spam folder in your email.

It could be the case that your email address was entered incorrectly or you payment has not processed, for assistance with an order please contact us.

 

 

MY ORDER HAS NOT ARRIVED. HOW DO I CHECK MY DELIVERY?

You are able to track your delivery - once your order is shipped you will receive an email confirmation of your shipping details, which will include a tracking number.

Please click on the following link to track your order once it has been shipped. 
http://auspost.com.au/track/

You will be required to sign for your parcel but if you are not at the designated address when delivery is made you will be directed to the nearest post office for collection of your parcel.

 

 

I HAVE RECEIVED MY ONLINE ORDER BUT I HAVE CHANGED MY MIND. CAN I RETURN OR EXHCHANGE MY ITEM?

If you have ordered the wrong item, colour or style you are welcome to exchange or return the item. More details are available on our Returns page.

If you need assistance with an order please contact us.

 

 

WHAT I RECEIVE A FAULTY ITEM?

If you are returning a faulty, damaged or incorrect item purchased online we will pay for the packaging and postage costs.

Please contact us so that we may assist you.

More details are available on our Returns page.

 

 

WHAT IF THERE IS A MISSING OR INCORRECT ITEM IN MY ORDER?

If you are returning or exchanging a faulty, damaged or incorrect item purchased online we will pay for the packaging and postage costs. Please contact us so that we may assist you.

More details are available on our Returns page.

 

 

I HAVE RETURNED MY ITEMS BUT HAVEN'T RECEIVED A REFUND. 

Refunds are processed as soon as we receive the returned items from you. Please allow 5-7 working business days for your refund to post to your account. If you still have not received your refund after this allotted time please contact us

 

 

DO YOU DELIVER INTERNATIONALLY?

We currently deliver to Australia and a variety of different countries. Please click here to view our international shipping destinations.

 

 

I AM HAVING A PROBLEM LOGGING INTO MY ACCOUNT!

If you are new to colette by colette hayman, or if you are an existing Colette Card Holder but have never shopped online, you will need to create an online account. Create an account here

If you have shopped online with us before but still cannot access your account, please contact us.

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