COVID-19 UPDATE
The current COVID-19 pandemic is effecting postal services worldwide. While we continue to pack and post all orders by next business day, our postal provider is experiencing significant delays due to extended restrictions and high parcel volumes. We unfortunately cannot guarantee delivery times as usual at this time. If you would like an order to arrive by a specific date, please email us for advice.
Please also note some international services into Australia have also been suspended. For international customers, please check what options you have to return your parcel back to us in the case you would like a return or exchange. The customer is responsible for the costs of returning the item/s back to us.
For any other questions, please email our customer care team.
Shipping and Delivery
We offer complimentary worldwide shipping on all orders. Please note that any customs fees or taxes incurred in the destination country are the responsibility of the receiver.
Processing Time
Orders are processed and shipped next business day, between Monday – Friday, excluding public holidays. All orders are dispatched from Melbourne, Australia.
During busy and promotional periods there may be short delays in processing orders.
Australian Orders
Orders Within Australia are sent via Australia Post, Express Post Service.
Parcels require a signature upon delivery for security reasons, please ensure that someone is available to receive the parcel. If there is no one available to sign for the parcel, the parcel will be delivered to your local post office, a card with further information will be left at the delivery address.
We provide tracking but not insurance. Please note, Caves Collect is not liable for any goods lost in transit.
International Orders
Orders with destinations outside of Australia are sent via Australia Post, Standard Air Parcel. For more information on your location, you can check estimated delivery times here.
Please note any local duties and customs tax incurred are the responsibility of the receiver.
We do not currently have express shipping options for International Orders.
Parcels require a signature upon delivery for security reasons, please ensure that someone is available to receive the parcel. If there is no one available to sign for the parcel, the parcel will be delivered to your local post office, a card with further information will be left at the delivery address.
We provide tracking but not insurance. Please note, Caves Collect is not liable for any goods lost in transit.
Tracking your order
Once your order has been dispatched you will receive your tracking number in a separate email. If you do not receive your tracking details, please email us.
Duties and Taxes
For orders to countries outside of Australia, duties and taxes may be required upon your order arriving into the destination country. The receiver is responsible for these charges. Payment of these may be necessary to release your order from customs. We are unable to estimate the amount of duties and taxes your order will incur; for more information we recommend contacting your local customs office.
Caves Collect will not refund or credit any paid duties and taxes if you wish to return your order.
If you refuse to pay customs duties, your parcel will be sent back to our office and a credit to the value of your order, less our shipping costs will be issued to you.
Possible Delays
We dispatch all orders next business day to ensure you receive your order as quickly as possible. Please note delivery times can sometimes be extended by our carriers due to circumstances beyond our control. If this happens and you are worried about the arrival date of your order, please check the tracking number or contact us.
Pre-orders
If your order includes a Pre-Order item, the entire order will be shipped at the Pre-Order Delivery Date. If you wish to receive in-stock items first, please place separate orders.
Changing Address
If you need to change your delivery address please email us as soon as possible. Orders are packed for next business day dispatch and so we cannot ensure your enquiry is processed prior to your order being dispatched. Once your order has been dispatched we are unfortunately unable to make any changes.
Returns and Exchanges
If you receive your order and feel like the size and style isn’t right for you, you are welcome to return for a store credit to spend on the correct size or for something else. Store Credit is valid for 12 months from the date of issue.
We do not offer refunds for change of mind, so please contact our customer service team if you would like any assistance in choosing a style or size before placing your order.
How to request a return
If you would like to return your item/s, please fill out our Returns Form within 5 days of receiving your order. Please note returns will not be accepted after 20 days from the original date of delivery. If you expect a delay in your return, please email us.
Conditions of return
Returns must follow the following conditions;
– Item/s must be in original condition, unworn and with tags still attached
– Item/s must be free of makeup and perfume; so please be mindful when trying on.
– Item/s are returned with Caves Collect Drawstring bag (unless returning just one item from order)
– Items are received within 20 days of the original date of delivery.
The customer is responsible for the costs of returning the item/s back to us. Caves Collect does not reimburse customs duties or taxes for international orders. We recommend sending returns with a trackable service as Caves Collect is not liable for any items lost in transit.
Damages or faulty items
All our pieces are handmade with great attention to detail, so faulty items are rare. However if you do receive an item that is faulty, we are sincerely sorry, please email us with your order number and a photo of the fault. Once we assess your request, we will organise a repair, replacement or refund for you.
Payment
Payments can be made securely through our website via credit card, debit card, AfterPay or PayPal. We are also happy to accept bank transfer payments, please email us at info@cavescollectstudio.com for this service.
Any other enquiries
Please email us at info@cavescollectstudio.com if you have any further queries.
* Please note our customer service hours are 9 – 5 pm AEST Monday – Friday (excluding public holidays).
Johanna and Sarah x