Customer Service Policy

Rationale 

Centre Self Collective strives for excellence and professionalism in providing customer service. This policy includes information about shipping, postage, exchange, refunds and damages.  

Shipping and Postage 

• Centre Self Collective offers free standard shipping for all items within Australia. We currently do not offer express shipping and do not ship internationally.  

• Centre Self Collective currently does not have a “click and collect” or pick up option.  

• All boxes purchased will be posted via Australia Post. If you would like to find out more information about how Australia Post operates, please visit https://auspost.com.au. 

• All standard delivery timeframes are an estimate only and Centre Self Collective will not be liable to you for your losses suffered or incurred due to delivery delays.  

• Standard shipping takes 2-7 business days, depending on your location within Australia. For an estimate, visit the Australia Post website and enter “3461” (Coomoora) in the “From” field. We will also provide you a tracking number for your order.  

• Please note that processing times are separate from the shipping times. Please note that we will endeavor to order process your order within 24 hours, and orders placed before 11:00am will be shipped on the same day (dependent on the availability of stock). However dispatch may be delayed up to 48 hours during peak periods. You will receive an email notification when your item has been posted along with your tracking number.  

• Orders placed on weekends or public holidays will be dispatched the following business day. 

Exchange / Refund 

• We accept returns within 7 days upon receiving the product. 

• To be eligible for a return, the items must unused, in resalable condition and in its original packaging.  

• To start a return, please contact us at [email protected]. We will endeavor to respond within 2 business days.  

• If we have sent you the wrong item, please let us know immediately and we will review this and rectify the issue.  

• Please let us know your reason for a refund and you will also need to provide us your receipt or order number, along with the name of the item. 

• We encourage that you contact us before sending any items back so we can go through a review process. If items are sent before a review process has carried out, you may not receive a refund.  

• We will notify you at the earliest available opportunity if your refund has been approved. If it has been approved, we will refund you on your original payment method. Please note that sometimes banks can take some time to process refunds.  

• If your return has been accepted, you’ll need to package your item and send it back at your own expense. We recommend using a registered service for returns. 

• Please note if you would like to exchange an item, there may be an additional postage cost for this.  

Damages or issues 

• If your item has been damaged upon receiving it, or if it is defective, please contact us immediately so that we can review this and rectify the matter. Just remember to include your order number.  

• If you have any questions or concerns about your item, you can always fill out the Enquiry box on the Contact Us page.