Shipping policy
1. Placing an Order
a. You may make a purchase at any time by going through the checkout process. Your order will be picked, packed and scheduled for delivery within 1-3 business days, using the shipment method selected during the checkout process. You will receive an email confirmation with tracking information once your order has been shipped.
b. When you place an order with us it is your responsibility to ensure that the details that you have provided are true and correct. If the details are incorrect and the goods are delivered to the wrong address we cannot be held responsible.
2. Duration and Delivery Areas
a. We deliver Australia-wide using Australia Post, which reaches most key cities and municipalities interstate. If you have any trouble entering your address, please get in touch via live chat in the bottom right of your screen, or email ciao@ducale.com.au
b. Delivery times will be in line with those outlined by Australia Post and can be found here. Your parcel will be dispatched from postcode 3058.
c. When you place an order with us, you are providing us with the authority to leave the goods at the location specified by you. We cannot be held responsible for the goods once they have been shipped.
d. If your order is returned to us, it is your responsibility to contact us (please refer to your tracking details for updates). You will have the choice between redelivery with an additional shipping charge, or a discounted new order, depending on the circumstances.
If we don’t hear from you, your order will be disposed of after 14 days and no refund will be issued. However, if your order contains non-perishable items, we will refund the cost of those items minus any shipping costs.
3. Local pickup
a. We do not currently offer Local Pick Up as an option. However, you are most welcome to visit our flagship store in Chadstone to browse in person!
4. Cancellation & Returns Policy
a. Orders may be cancelled by contacting us via email (ciao@ducale.com.au). You must provide us with at least 24 hours notice before your order is scheduled for dispatch. Late cancellations may not be able to be actioned, depending on the stage your order is at.
b. If you have a subscription, you may cancel an upcoming order by logging in to your account before your charge date to edit or cancel.
c. We do not accept returns for change of mind.
5. Incorrect and Defective Goods
a. If we have sent you incorrect or defective goods, please let us know within 24 hours via email (enquiries@ducale.com.au). Once notified, we will replace the order the next business day. If for some reason a replacement isn’t suitable, a refund can be issued. We will take all reasonable steps to ensure your order is correct and arrives in suitable condition.
b. If we have determined that an item needs to be returned to us, we will provide a postage label for this. The item will need to be dropped in to your nearest Australia Post shop.