Frequently Asked Questions
Last updated: Today
At Clara Vale Melbourne, we want shopping with us to feel clear and straightforward.
Below you will find answers to some of the most common questions about shipping, returns, refunds and orders.
How Long Does Shipping Take?
Orders are usually processed within 1 to 3 business days.
Once your order has been dispatched, delivery usually takes approximately 3 to 7 business days.
Please keep in mind that delivery times are estimates. Delays may occasionally occur due to busy sale periods, public holidays, carrier delays, incorrect address details or other circumstances outside our control.
Where Do You Ship From?
Some Clara Vale Melbourne orders may be shipped directly from our trusted suppliers.
Depending on the product, this may include suppliers located overseas, including China.
We use direct supplier fulfilment to reduce unnecessary handling and help your order begin its journey as efficiently as possible.
Do You Offer Free Shipping?
Yes.
We offer free shipping across Australia, unless clearly stated otherwise during checkout.
Depending on the product and supplier location, your parcel may be shipped with Australia Post, a local delivery partner or an international shipping partner.
Where tracking is available, you will receive shipping information once your order has been dispatched.
Do You Offer Returns?
Yes.
Clara Vale Melbourne offers a 30 day money back guarantee.
If something is not quite right, please contact us within 30 days of receiving your order.
You can reach our customer care team at:
We will review your request and clearly explain the next steps.
How Do I Start a Return?
To request a return, please email:
Please include:
- Your full name
- Your order number
- The email address used for your order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
Please wait for our return instructions before sending anything back.
Once your request has been reviewed, our customer care team will provide you with the correct return information.
Who Pays for Return Shipping?
For change of mind returns, incorrect size selections or items that are no longer wanted, return shipping costs are generally the responsibility of the customer.
Some approved returns may need to be sent directly to one of our suppliers, including suppliers located in China.
If this applies to your return, we will provide the correct return address before you send the parcel.
This does not limit any rights you may have under the Australian Consumer Law.
When Will I Receive My Refund?
Once your approved return has been received and reviewed, we will notify you by email.
If your refund is approved, it will be returned to the original payment method used for your purchase.
After the refund has been processed by Clara Vale Melbourne, your bank, card provider or payment service may require additional time before the funds appear in your account.
What If My Item Is Faulty, Damaged or Incorrect?
If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.
Email:
Please include your order number, a description of the issue and clear photos of the item and packaging where relevant.
Our customer care team will review the situation and help you with the next steps.
Your rights under the Australian Consumer Law are not excluded or limited by our store policies.
Can I Change or Cancel My Order?
If you need to change or cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to help.
Once an order has already been processed or shipped, changes or cancellation may no longer be possible.
How Can I Track My Order?
Where tracking is available, you will receive shipping information after your order has been dispatched.
You can use this information to follow the progress of your parcel.
If you have not received tracking information or have a question about your delivery, please contact our customer care team.
Which Payment Methods Do You Accept?
We accept the secure payment methods available at checkout.
These may include:
- Major credit cards
- Apple Pay
- Google Pay
- Shop Pay
- Other secure payment methods displayed at checkout
Your payment information is handled securely by the relevant payment provider.
How Can I Contact Clara Vale Melbourne?
If you have a question about an order, shipping, returns, sizing, payments or anything else, you are always welcome to contact us.
Clara Vale Melbourne
Email: info@claravalemelbourne.com
Website: claravalemelbourne.com