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Shipping & Returns

Shipping

  • All orders will be processed and despatched by close of business, the next business day after you place your order.
  • Once your order is processed, you will receive a tracking number allowing you to follow the progress of your order.
  • Our no quibble refund of unopened boxes promise expires after 14 days from delivery of your order.

Where in the Australia can you deliver to?
We deliver to all Australian states and territories
How will my product be shipped?
Your order will be delivered by Toll Priority, with a requirement for signature on delivery. If there is no one at the delivery address to sign for the parcel, you will receive a text message notification advising that your parcel will be delivered to the nearest Toll Collection point.

Can you deliver to a PO Box Address?
We are not able to deliver to PO Boxes due to our courier service, Toll Priority, requiring a signature upon delivery. 

Do you deliver internationally?
No, we only deliver to Australian addresses from our Australian store.

Will you keep me informed with the status of my order?
Of course we will!  You’ll receive email updates to confirm we’ve received payment and when your order has been shipped.  Please note that you cannot change the email address used to keep you informed once your order has been placed.

What happens if a product is out of stock?
We don’t want to let you down so we’ve set our systems not to accept back orders.  If it’s not in stock we won’t accept your order.  Should the warehouse gremlins have messed with our stock count and we find that we’re unable to fulfill your order we will inform you and refund your entire transaction immediately.

Returns & Refunds

Blank returns form

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Returns & Refunds

What’s your Returns & Refund Policy?
We’ve all done it.  Changed our minds.  That’s why we accept returns up to 14 days after you’ve received delivery of your order.  It’s a simple process.  We include a returns form with every order.  Complete it and return your unopened box.  Should you lose your returns form you can download and print a copy here.  We encourage you to use a tracked and insured service.

Be sure to include your contact information along with your order number and your reason for the return.
We offer 4 different return reasons as below:


A – You sent me the wrong item – Please contact us here, so that our customer service team can assist you in the returns process.
B – Product was damaged on arrival – Please contact us here, so that our customer service team can assist you in the returns process.
C – The shipment arrived late – Please contact us here, so that our customer service team can assist you in the returns process.
D – I do not want this item / I changed my mind – Simply fill out the returns form and send the item back to us within 14 days of receiving it.

If you ordered a bundle from us, you must return all items in the bundle.

We do not refund shipping or return charges for returned orders where you changed your mind / don’t want the item.

If you ordered your item with a discount or coupon you will be refunded the amount equal to the product price less the proportion of the discount or saving applied to all items in your order.

We cannot give part refunds for orders where you had a discount code but did not enter it during the checkout process.

Exchanges
We do not exchange items sent back to us for another item.  However, you can return your product within 14 days and then simply place an order for your preferred product.

Late & Damaged Deliveries
If you want to return your order because you’re unhappy due to a late or damaged delivery, stop!  We’d really like the opportunity to make it up to you.  Contact us here and we’ll do everything we can to make you smile again.
If we’ve really let you down we will provide you with a free returns label and provide a full refund. 

How long does it take us to pay you back?
Once your return has been received, inspected and approved we will credit your original payment card with the appropriate value.  We endeavour to review all returns within 72 working day hours and will authorise credit payments within 7 days.  Please allow an additional 2-10 business days for payment to be credited to your account.  If your original payment card has expired we will issue you with a Rexelaustralia.com credit in the form of an e-voucher with a three month validity period from the date of issue.

 

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