SHIPPING WITHIN AUSTRALIA
Courtly Australia offer Free Domestic Shipping for all orders in Australia and New Zealand. We aim to dispatch all orders within 3 business days.
Delivery can take up to 7 business days to metro areas and with in 5 business days to the rest of Australia (excluding weekends and public holidays). Delays may sometimes occur beyond the control of Courtly Australia and we will advise you if this happens where we can.
For NSW, ACT, VIC and QLD please allow 2-5 working days.
For SA, WA, TAS and NT please allow 3-10 working days.
Once your order leaves our warehouse, you’ll receive a shipping confirmation email which will contain your tracking link. Don’t worry if you don’t see any tracking events at first – the updates will begin once your parcel arrives your state. This usually happens within 2 business days.
Your order will be delivered between 7am and 9pm. As Australia Post don't deliver on public holidays, you can expect your order on the next business day.
If you're not around when delivery is attempted, the driver will either leave your order in a safe place or a calling card will be left telling you how you can collect your order.
You can also register with Australia Post before placing your order to take advantage of their 24/7 Parcel Lockers.
Shipping time frame
*We strive to process and dispatch orders as quickly as possible, and this usually occurs within one working day of the order being placed. But during busy periods (including sale) deliveries may take a little longer. Please allow 2 - 10 working days for your order to be delivered as occasionally there might be delays with the courier. Your orders will be delivered during normal business hours. However, we will always work hard to keep these temporary changes to a minimum. Courtly Australia cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
HOW TO RETURN
Please note that Free domestic returns on order value over $100 with flat rate shipping. Please return your goods via Australia post with the Return Form included with your order.
Shipping for your exchange will be at Australia post standard flat rate shipping.
Free shipping and Tracking on all orders over $200 and flat rate $21.80 for orders under this value. International orders are expected to be delivered within 7 days from date of purchase. All international orders are sent by Australia post international or other provider. Delivery times vary based on selected service and destination. Regular post ranges from 3 to 28 working days depending on the shipping address. On occasion, some shipments may take up to 10 days to arrive depending on the amount of time it takes for an item to clear customs. The customer will be fully responsible for any customs duties or foreign taxes that may be imposed.
*** Prior to dispatching your order, we may request ID + payment varification as a security check, to prevent fraudulent international purchases.
INTERNATIONAL TAXES AND DUTIES
All applicable customs, import duties and fees are not accounted for in the shipping fee and will not be charged by Courtly Australia. Some countries may require additional fees paid for "Collect on Delivery" (COD). These fees are paid to the local carrier and are not collected by Australia.
Customs authorities require that we state the value of your order directly on your order. Customs agents have the right to release or deny release of your order, and in some rare cases delivery may be delayed.
HOW TO RETURN
Please return your goods via international air post or your preferred courier service, with the Return Form included with your order. Please note that all international return shipping costs are the responsibility of the customer.
Tracking your purchase
You can expect an update email from us where we will let you know when your goods have been shipped and your order journey with Australia Post , including a tracking number. This tracking number will allow you to check on the status of your delivery online. Any change of address after dispatch will incur a fee of $20 and may take up to 48 hours to action.
Where is my order?
If your order hasn’t arrived yet then please check the expected delivery date in your order confirmation email.
If your order has been sent on a trackable service you can check the latest updates using the link in your shipping confirmation email. Don’t worry if you can’t find your email – just log into My Account and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel.
Please note, if you have shopped under $45 value there won’t be any free returns. Orders are shipped from our warehouse in Sydney so it can take up to 1 business days for Australia Post to receive the parcel and for the tracking updates to begin.
NEW ZEALAND SHIPPING
The expected time of delivery ranges between 2 – 7 days. As we use Australia Post International Express Courier Services, there is a $10 charge per over 2kg. If the parcel less than 2kg standard flat rate will apply.
Please note that our postage does not include possible additional taxes that may be included. For details on the New Zealand government’s import policies, see here.
Courtly Australia goods are handcrafted in the finest skin available. These leathers are natural and unique, any incidental variation, marks or veins are natural features and should not be considered as imperfections. We expect our customers with a positive shopping experience. We understand that there may be rare occasions where shoppers are not completely satisfied, and it is important for us to hear your feedback. Simply email us at email@example.com your questions and we will very happy to respond on your needs.
Our 29 days returns policy *Excludes Clearance
If you're looking to return a faulty or incorrect item, please get in touch so we can this sorted for you.
We want to give you a hassle-free way to return any item to us for a refund. All Products within 29 days of the date you received and should be return in their original condition (original packaging, tags attached) within 29 days of the date you received your order.
Please note that if your return is under $100 then the shipping costs are the responsibility of the customer. If your purchase is over $100 then we will refund you postage amount accordingly.
To return your order, simply fill out the Returns Form enclosed in your order, Fill out the return form and send the completed return form into your parcel, then pack up the items securely in original condition. Your items don't need to be in the original box or bag as long as they're securely packaged.
All goods are inspected upon return and we try our best to accept all returned items. Where provided, Any kind of designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return. Please email us straight away at firstname.lastname@example.org if you have taken any labels off from any of your purchases and reason why you kept it - in the unlikely event that an item is returned to us in an unsuitable condition and does not have original tags, we may have to send it back to you.
We use the Returns Form to identify your order so it’s important that you include the completed form in your parcel so we can refund you for the item.
You can place a new order if a replacement size, colour or alternative items are required, and return the original item(s) to us for a refund.
Alternatively, you can return your parcel to the below address:
Courtly Australia Return centre
PO Box 7006
NSW 2153 Sydney Australia
What happens next?
It can usually take up to 7 to 10 business days (excluding weekends and Public Holidays) for your return to be delivered back to our warehouse, depending on which returns service you use.
Your refund will be completed within 2 working day of your return arriving at our warehouse and we’ll send you a confirmation email once we’ve refunded you.
Any refund will automatically be issued to the original payment method used when placing your order (i.e. card, PayPal account).
Unfortunately due to the high demand of products during clearance sales, we can not offer a refund in the event of change of mind, However if received damaged or sent incorrectly items, upon return of the items within 7 days. Items must not be worn, used or damaged, and all tags remain attached to the product. We cannot offer returns but we do exchanges on clearance items only, so please choose your items and sizes carefully.
Cancel my Order
Courtly Australia orders can be cancelled for any reason up to 45 minutes after placing the order. If it's been more than 45 minutes since placing the order, the order will ship as scheduled. And then you start the return method.
If you successfully cancel your order, you'll receive a confirmation email and will not be billed for the order.
We have made every effort to display as accurately as possible the colours of our products that appear on our website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.