Refund and Returns Policy - christmastreesmall.com

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Shipping Policy

Shipping

Please note that we only ship within Australia, and there are restrictions on some products. Some products cannot be shipped to PO Boxes or some postcodes.

Please be aware it takes 3-5 business days for orders to be dispatched from our warehouse, however during the busy time of October, November and December dispatch times can increase to 5-6 business days. You will receive an update of your order once it has been marked as shipped.

Local Victorian shipping times are 3 to 5 business days however in some instances it may be longer. We cannot guarantee shipping times, but will keep you updated with the delivery of your order. You will receive confirmation with a tracking number when your order has been marked as shipped.

Generally interstate shipping times are 7 to 10 business days however in some instances it may be longer. We cannot guarantee shipping times, but will keep you updated with the delivery of your order. You will receive confirmation with a tracking number when your order has been marked as shipped.

When tracking your order, please allow 24-48 hours for tracking information to be lodged with Australia Post or the courier service.

Most orders will be delivered via Australia Post, if your order falls outside Australia Post weight and size limits your order will be sent via Courier.

Please also note that the shipping rates for many items are by weight and size, and includes delivery guarantee covering your order for up to $1000*.

When we are packing and sending, extra care is taken to wrap and protect your items, however in rare instances breakages may happen through the course of postage. In the event of a breakage or damage to your order, please review our returns information below.

When items have been marked as shipped, they become the property and responsibility of the purchaser. If you have selected ATL (Authority to Leave) Christmas Elves holds no responsibility should your order be lost. Providing ATL means you have authorised Australia Post/Courier to leave the parcel somewhere without signature.

Please enter your shipping address correctly as once it has been received, and your order has been dispatched we can not alter the address, and you will be charged the applicable postage rate to resend.

Please be aware that re-delivery charges may apply if couriers are not able to deliver your order on the first attempt. If you think this might happen and you are happy to leave your delivery without a signature, please leave a comment on your order with ‘Authority to Leave’.

Exceptional Shipping Costs

On rare occasions Australia Post and Courier companies will quote exceptional shipping costs. These are usually to remote areas or for larger products. Also from time to time Christmas Elves will offer Free Shipping or discounts on shipping or sales.

This offer does not extend to customers who live in remote areas and the cost of freight is beyond the acceptable costs. For more information please see our Exceptional Shipping

Returns

If you wish to return an item because you have changed your mind about your order or a product in your order, Christmas Elves will offer you a store credit, provided that:

You have contacted us to organize a return of the item within 14 days of receiving your delivery.
You provide a copy of your invoice or packing slip with your return.
It is unworn, unopened, unused and in its original condition.

For change of heart returns, the cost of returning the items is paid by you.

Christmas Elves will accept product returns and provide you with a store credit, refund or repair where:

The product is faulty;
You have contacted us to organize a return of the item within 14 days of receiving your delivery.
The product does not match the sample of our description; and
You can present your Christmas Elves online order number, invoice number, or other adequate proof of purchase.

Delivery Guarantee

From January 2017 all online customers receive our Elf Product Delivery Guarantee. Our aim is to get you your products as quickly and safely as possible.

This guarantee covers:

Orders up to $1000 (Contact Us if you would like to purchase extra cover).
Replacement for products broken by the delivery company.
Replacement for products missing during delivery (minimum delivery time frame applies) – all orders are urgent, but your order can not be replaced without confirmation from Australia Post.

If in the event your delivery is delayed by the courier company or Australia Post, the steps are as follows:

Our team will request an urgent update with the delivery company.
In the event the delivery company advises they can not find your delivery, we will send a replacement of your purchase.

Please note: if your order has been marked with Authority to Leave (ATL) our delivery guarantee is not applicable for deliveries that are missing.

Delivery Options

We can organize faster delivery (extra costs may occur) on some orders. For more information please contact us. Please note the closer we get to Christmas, this service may not be possible / feasible.

Speed of Delivery

Pickup

Select this option at checkout to pick up your purchase from our Preston or Fern tree Gully stores – Victoria only.
Standard

Our delivery costs are based on the size of your total order. Delivery time can range from 2-7 days based on your location and order volume.
Express

Express to areas. 2-3 Business days for areas outside of express delivery zone.
Same Day