RETURNS

 

We’re happy to offer a refund or store credit, provided your return meets the conditions below.

• All marble and made-to-order pieces are not eligible for return or refund.

• For hygiene reasons, earrings cannot be returned.

• Please contact us within 14 days of receiving your order to request a return authorisation.

• Items must be returned unused, unworn and in their original packaging. Items that do not meet these requirements will be sent back to the customer.

• A $15 return fee applies to change-of-mind returns and non-faulty items. This covers the cost of return postage.

• Sale and promotional items are final sale and cannot be returned or exchanged.

• Returns must be posted within 21 days of delivery. If your return is sent after this timeframe, your return authorisation will be cancelled and the item will be returned to you.

Once your return arrives, we’ll inspect the item and let you know the outcome within 2 business days.

If your return is approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

MARBLE ITEMS

 

We love the natural beauty and character of stone and other natural materials. Because each piece is unique, no two pieces will look exactly the same.

Differences in colour, pattern, veining or texture are natural features of the marble and are not considered faults. 

The photos on our website are intended to give you an idea of the overall look of each piece. Your item may have its own unique variations.

Please note that we cannot accept returns or exchanges simply because of these natural variations, as they are an inherent part of using natural materials. This is consistent with Australian Consumer Law.

FAULTY ITEMS

 

Every order is carefully packed and checked before leaving us.

If your item arrives damaged or faulty, please contact us within 48 hours of delivery at info@casaceleste.com.au and include clear photos of the item and the issue.

We’ll assess the problem and get back to you as soon as possible.

SHIPPING

 

Made-to-order items

Made-to-order pieces may take up to 3 weeks to be made and shipped.

Please only contact us regarding the whereabouts of your order once this timeframe has passed, unless you have another urgent query.

Ready-to-ship items

All other orders are dispatched within 1–3 business days.

Please note that we are not responsible for delays caused by postal services, international customs or other delivery providers.

If your parcel is lost in transit, please contact Australia Post directly to lodge an enquiry. We are not responsible for lost or stolen packages.

 

Our Matchboxes can NOT be shipped outside of Australia. All international orders will be cancelled and refunded.

IMPORT DUTIES & TAXES

 

International orders may be subject to customs duties, taxes or other fees when they arrive in your country.

These charges vary depending on your location and are the responsibility of the customer. We recommend checking with your local customs authority before placing your order so you’re aware of any potential costs.

If you choose not to accept your parcel because you do not wish to pay the required customs fees, the cost of returning the parcel to us will be deducted from your refund.