Order Processing & Shipping Policy

As soon as you place an order you will receive an order confirmation email, this means we have received your order and will start processing it. 
If you have mistakenly purchased the wrong product you can cancel your order at any time before your order is packed for dispatch. However, once we have packed your order for dispatch, it cannot be cancelled. To request a cancellation, please contact us at info@cocolouis.com.au
Handling times
1-2 days excluding weekends/ holidays, your order will normally be shipped the next business day.
Available shipping methods: 
Aus Post/ Sendle / Other
Available international shipping methods:
Aus Post
We cannot make changes to your shipping address or redirect your parcel once your order has been shipped. You may contact the appropriate courier with your tracking number and request with them if this can be done for you. We will not cover any expenses related to this. 

SHIPPING POLICY

Complimentary shipping on all orders over $100 nationally and $200 internationally

Standard national and international shipping rates apply -  we have two options AUS post for $10  - AU wide for orders under $75. (Note : A separate shipping policy applies to wholesale clients. Please contact us)

Orders with a total value of $75 AUD and above are free shipped including furniture

Standard shipping times apply - please allow some delay due to the current global pandemic situation - we do our best to get orders out on time - usually within 1-2 business days after order processing, the rest is up to the couriers. Please use the tracking provided to you to keep updated in regards to your shipped orders. 

Pre-orders lead time does not include shipping time -  'made to order candles which are literally all of our candles !' can take 3-5 days before being shipped, as we need to create and cure them.

Damaged items during transportation

If your ordered item is damaged during the course of transportation please let us know by sending photos of the damaged items asap and emailing us at : cocolouissales@gmail.com

For damaged orders caused by AUS POST

You will need to make a claim directly with AUS post for any damaged items as it's the responsibility of the receiver to make damaged item claims (according to AUS POST policy). Please contact Aus post customer support and provide all information needed to them, including photos as well as lodging a claim directly with Aus post - they will need to complete a damage report with you. You will then be refunded directly by Aus post including for both the cost of postage and product. Please re-order your items from us, however payment will be required for new items that we will send to you. If you have issues with Aus post processing your refund please get in touch with us. 

Please note that not all of their Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool. Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing). Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details. 

For further information please visit :  https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation

For damaged orders caused by Sendle

We will either replace or refund your damaged item provided you have contacted us within 5 days of the damaged item being received (as this will allow us enough time to make a damaged item claim with Sendle). We will contact the courier and get this issue resolved.

Please send us a photo of the damaged item and in the same photo include the packaging of the box that your damaged item came in, and the 'fragile' stickers and bubblewrap to prove your item was sufficiently packaged.

At times, you may pay for Aus post, however we will use Sendle due to a higher convenience and at no extra cost to you. This will be done at our discretion depending on what is most suitable, and time saving method of couriering your item to you. 

Sendle uses CouriersPlease and Fastway Couriers, if you have any concerns please let us know.

Missing your delivery
If you miss your scheduled delivery, the courier will leave a notification card and re-attempt the following working day. The courier will attempt delivery of the order on 2 consecutive working days, unless they are instructed by the nominated recipient or a member of our Customer Service Team to hold for a future delivery date. Should the courier be unable to complete delivery after the 2 attempts have been made, your order will be returned to us If this happens, we reserve the right to charge you again for any return and re-send costs that we incur. Please note that requests to change delivery address will need to be made via the Customer Service Team email : info@cocolouis.com.au