FAQ
Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Do you ship overseas?
No, we ship throughout Australia only
What happens if my address is incorrect?
Please double-check your shipping address before confirming your order.
Orders cannot be changed after submission.
If an incorrect address is provided, the order may need to be cancelled and resubmitted, and additional fees may apply.
How will I know when my order has been shipped?
You’ll receive a shipping confirmation email with a tracking link once your order has been dispatched.
How do I track my order?
Use the tracking link in your dispatch email to follow your order’s progress directly with the courier.
You can also visit the courier’s website (e.g. auspost.com.au, aramex.com.au, couriersplease.com.au) and enter your tracking number.
Which couriers do you use?
We partner with reliable couriers such as Australia Post, StarTrack, Aramex, Couriers Please, Allied Express, Border Express, Direct Freight, Hunter Express, Team Global Express, TNT Australia, and Sendle.
What if I’m not home when my delivery arrives?
Depending on the courier:
- Australia Post/StarTrack: Parcels are taken to your local Post Office.
- Aramex or Couriers Please: Parcels may go to a nearby depot for collection or redelivery.
You’ll receive instructions from the courier if a delivery is missed.
How long will it take to receive my order?
Orders are usually dispatched within 1–2 business days after payment has been received.
Once dispatched, delivery typically takes 3–10 business days, depending on your location and the courier.Deliveries to regional or remote areas may take longer.
Can I request the courier to leave my parcel if I’m not home?
Yes. Some couriers offer Authority to Leave (ATL). This means the parcel can be left in a safe place at your address.
Please note: by selecting ATL, you accept responsibility once the parcel is delivered.
What should I do if my order arrives damaged or doesn’t arrive?
Please contact us at hello@casalavie.com.au within 48 hours of delivery with your order number and photos Our suppliers will liaise with the courier to investigate and resolve the issue.
Returns & Exchanges
Can I return an item if I change my mind?
Yes — we consider change of mind returns within 7 days of delivery if:
- The item is unused, unassembled, and in its original packaging (including all parts, manuals, and tags).
- It’s not a health or safety product or otherwise excluded.
- You can provide your order number or proof of purchase.
- Some suppliers (SKUs starting with V28, V40, V63, V77) have different policies, so please check the product listing.
Are there any fees for change-of-mind returns?
Yes. Change-of-mind returns may incur:
- A 10% restocking fee, and
- Return postage costs, which are deducted from your refund.
If we provide a return label, both the restocking fee and postage will be deducted.
If you organise your own shipping, only the restocking fee is deducted.
Can I return a used or assembled item?
No. For change-of-mind returns, items must be unused, unassembled, and in original packaging to be accepted.
Which items can’t be returned for change of mind?
The following items are non-returnable for hygiene and safety reasons:
- Health or personal care items (e.g. bedding, beauty, hygiene products)
- Perishable goods (e.g. food, plants, flowers)
- Custom or made-to-order products
- Hazardous materials or flammable liquids/gases
- Gift cards and sale items
Always check the product listing for supplier-specific exclusions.
What if my item arrives damaged, faulty, or incorrect?
Please contact us immediately at hello@casalavie.com.au with:
- Your order ID
- Photos or videos clearly showing the issue
- A brief description of the problem
We’ll assess the issue and arrange a repair, replacement, or refund in line with Australian Consumer Law.
Do not dispose of the item or packaging until we’ve reviewed your claim.
How do I start a return?
Simply email hello@casalavie.com.au with:
- Your order number
- Item name and SKU (if available)
- Reason for return (faulty, damaged, incorrect, or change of mind)
- Photos or videos of the item and packaging
We’ll confirm eligibility and provide instructions.
How will I receive my refund?
Approved refunds are issued to your original payment method.
Processing usually takes up to 10 business days after confirmation, but your bank or card provider may take extra time to finalise it.
If you haven’t received your refund after 15 business days, please email hello@casalavie.com.au.
Warranty
How long is the warranty on my product?
Most items come with a 12-month warranty, unless otherwise stated.
Some suppliers or product types may offer extended or limited warranties.
How do I make a warranty claim?
Email hello@casalavie.com.au with your order number, a description of the issue, and photos/videos.
We’ll liaise with the supplier for you and guide you through the process.
Please do not open a PayPal dispute — it can delay the resolution.
What does the warranty not cover?
The warranty does not cover:
- Damage from misuse, neglect, or incorrect assembly
- Damage occurring after delivery is accepted
- Normal wear and tear
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Get in touch
Have questions about your order, or a general enquiry?