F.A.Qs


FACTS & QUESTIONS

 

WHICH COUNTRIES DO YOU SHIP TO?

We ship within Australia and internationally, including: New Zealand, USA, Canada, Asia Pacific, UK and Europe.

 

If your desired shipping country is not listed above, please contact info@celestetwikler.com to discuss our options.

 

HOW LONG WILL IT TAKE TO RECEIVE MY PARCEL?

We process orders within 1-5 business days and ship all packages by Standard Post using Australia Post or DHL International. Delivery dates will depend on the location the package is being shipped to.

 

To calculate the estimated delivery date, please see table below:

 

Location

Estimated days for delivery

QLD, NSW, VIC

2 – 3 business days for shipping, plus 1 – 5 business days for processing

SA, WA & NT

5 – 7 business days for shipping, plus 1 – 5 business days for processing

 

International

7 – 21 business days for shipping, plus 1 – 5 business days for processing

 

 

Please note that orders are processed and shipped during normal business hours (9.00am – 5.00pm AEST, Monday to Friday excluding public holidays).

 

CAN MY PARCEL BE SHIPPED BY EXPRESS POST?

Our head office in Byron Bay which is outside the Express Post Zone. Unfortunately, this means we are not able to ship your item via Express Post.

 

IS MY ORDER SHIPPED WITH POSTAL INSURANCE?

All domestic Australia Post orders valued over $100.00 AUD (excluding postage) are automatically insured.

 

If your order is valued under $100.00 AUD (excluding postage), you may elect to pay an additional $3.00 AUD (in addition to the $5.00 AUD Standard Postage fee) to obtain postal insurance.

DO YOU OFFER TRACKING FOR DOMESTIC PACKAGES?

Yes. We provide a tracking tuner and link once your order has been dispatched. You can follow its journey right to your door!

 

USEFUL LINKS:

Australia Post:

* TRACK MY PARCEL https://auspost.com.au/

* Contact Number: 13 76 78

 

DO YOU OFFER TRACKING FOR INTERNATIONAL PACKAGES?

Yes. A tracking number will be sent to you upon payment so that you can track the delivery of your goods.

 

Pack and Track Shipping does not offer Signature on Delivery, so please ensure the delivery address is secure.

 

If you have any difficulty tracking your item, please contact celestetwikler@gmail.com with your name, contact number and invoice number.

 

HOW MUCH DOES DOMESTIC SHIPPING COST?

A flat rate of $5.00 AUD applies for all orders within Australia.

 

This flat rate covers shipping via Australia Post Standard Post.

 

Orders valued over $5.00 AUD (excluding postage) are covered by insurance automatically. Orders valued under $5.00 AUD (excluding postage) do not include insurance but insurance can be purchased for an additional $3.00 AUD at check-out.

 

HOW MUCH DOES INTERNATIONAL SHIPPING COST?

We charge a low, flat rate of $20.00 AUD for all international orders. This includes a tracking number 

 

DO YOU OFFER EXCHANGES OR REFUNDS?

We do not offer refunds unless the item is proven to be faulty.

 

We do offer exchanges if the initial purchase is returned in it’s original condition with no signs of wear or damage. Please note, the purchaser is required to pay for return shipping.

 

WHICH PAYMENT OPTIONS DO YOU PROVIDE?

You can pay for your goods using Credit Card or PayPal.

 

AN ITEM I LIKE IS MARKED ‘SOLD OUT’. DOES THIS MEAN IT IS NO LONGER AVAILABILE?

Relax! If an item appears as ‘sold out’, it is simply in production and will be re-stocked in 2 - 8 weeks. We like to keep our staple pieces!

 

All discontinued items are removed from our website.

 

WHEN WILL I RECEIVE MY ORDER CONFIRMATION?

You will receive an automated email confirming your order within a few hours. You will receive a tracking number within 1 – 5 business days once your order has been shipped.

 

WHO PAYS FOR ANY APPLICABLE INTERNATIONAL TAXES AND IMPORT DUTIES?

International taxes and duties are at the customer's expese. This amount is usually payable upon collection. You can check your average tax and duty rate with your local post office.

 

Please enquire at your local customs office about the fees associated with taxes and duties before you place your order. Orders will not be refunded by Celeste Twikler for reasons associated with taxes and duties payable by the purchaser. Celeste Twikler is not liable for any costs associated with goods that are destroyed due to non-payment of taxes and duties payable by the purchaser.

 

HOW WILL MY PARCEL BE PACKAGED?

All pieces are packaged in beautifully crafted Celeste Twikler gift boxes with a complimentary polish cloth and placed inside a recycled and biodegradable carry bag inside a waterproof postage bag.

 

WHAT IF MY ITEM IS LOST OR DAMAGED?

If your package does not arrive, or it arrives damaged, please contact us within fourteen days from confirmation of dispatch. We will take all reasonable steps to assist you with making an insurance claim.

 

Celeste Twikler is not liable to replace or compensate for lost or damaged items if:

 

  • the item is seized by Customs or any other government agency
  • the item is sent to a country where no postal or courier service exists
  • the loss or damage is the result of an event beyond our reasonable control
  • the loss or damage occurs after delivery; or
  • the item was authorized to be sent without tracking

 

I SENT AN EMAIL TO CUSTOMER SERVICE. HOW LONG DOES IT TAKE TO RECEIVE A REPLY?

Please be patient dear customers. We are a very small team and often out on the road sourcing new and exciting ranges. We will respond to your email in 1 - 10 working days.