Shipping policy
Effective date: 01 February 2026
This policy applies to all purchases made through Curated Studio (“we”, “us”, “our”).
It is provided in addition to your rights under Australian Consumer Law (ACL), which cannot be excluded or limited.
1. Shipping Information (Australia Only)
Where We Ship
Curated Studio currently ships within Australia only.
Order Processing Time
- Orders are processed within 1–3 business days (excluding weekends and public holidays).
- Processing times may be extended during sales, product launches, or peak periods.
- Processing time is separate from delivery time.
Delivery Timeframes (Estimated)
Delivery timeframes are estimates only and begin after dispatch.
- Standard Shipping: approximately 3–7 business days
- Express Shipping (if available at checkout): approximately 1–3 business days
- Regional and remote areas may experience longer delivery times.
Delays may occur due to factors outside our control, including carrier congestion, weather conditions, or public holidays.
Shipping Fees
- Shipping fees are calculated and displayed at checkout.
- Shipping fees are non-refundable for change-of-mind returns.
- Free shipping promotions (if offered) apply to outbound shipping only.
- This does not affect your rights under Australian Consumer Law.
Tracking
- Tracking details are sent via email or SMS once your order is dispatched.
- Tracking updates may take 24–48 hours to appear after dispatch.
Address Accuracy
Customers are responsible for ensuring delivery details are complete and correct at checkout.
If a parcel is delayed, misdelivered, or returned due to an incorrect or incomplete address:
- We may offer re-shipping at the customer’s cost once the parcel is returned, or
- Issue store credit for the item value minus any shipping or handling costs incurred, where applicable.
Authority to Leave (ATL)
Some carriers may leave parcels unattended depending on location and carrier policy.
Signature-required delivery is carrier-dependent and may not be available for all addresses.
Delivered but Not Received
If tracking shows Delivered but you cannot locate your parcel:
- Check around your property and with neighbours or building management.
- Confirm the delivery address used at checkout.
- Contact us within 7 days of the delivery scan.
If the carrier confirms delivery to the correct address, a replacement or refund may not be available. We will assist with investigations where possible.
Lost Parcels or Significant Delays
If a parcel shows no tracking movement for an extended period:
- We will lodge an investigation with the carrier.
- If confirmed lost in transit, we will offer a replacement, refund, or store credit, depending on availability and your preference.
Damaged Items in Transit
If your order arrives damaged:
- Contact us within 48 hours of delivery
- Provide clear photos of:
- Outer packaging (including shipping label)
- Inner packaging
- Damaged item(s)
We will assess and provide a remedy in line with Australian Consumer Law.
Split Shipments
Orders containing multiple items may be shipped in separate parcels at no additional cost.
2. Returns & Refunds
Definitions
- Delivery Date: the date the parcel is marked “delivered” by the carrier.
- Change of Mind: includes size, fit, colour preference, ordering multiple sizes, or deciding not to keep an item.
- Faulty Item: includes defects, safety issues, items significantly different from description, or failure to perform as expected under ACL.
3. Change-of-Mind Returns (Store Credit Only)
Change-of-mind returns are offered as a store policy, not a legal obligation.
- Return requests must be submitted within 14 days of delivery
- Store credit only (no refunds to the original payment method)
- Original shipping fees are non-refundable
- Return shipping costs are the customer’s responsibility
Store credit:
- Is issued after the return is received and approved
- Is valid for 12 months
- Is not redeemable for cash
Size and fit preferences are not considered faults under Australian Consumer Law.
4. Change-of-Mind Return Conditions
To be eligible for return, items must:
- Be unworn, unused, and unwashed
- Have original tags attached
- Be free from makeup, perfume, deodorant, stains, pet hair, or odours
- Be returned in protective packaging
- Be approved before being sent back
Items that fail inspection may be refused and returned to the customer at their expense.
5. Sale, Discounted & Final Sale Items
Items marked SALE, DISCOUNTED, or FINAL SALE:
- Are not eligible for change-of-mind returns, refunds, or store credit
- Remain covered under Australian Consumer Law for genuine faults
6. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, or incorrect:
- Contact us as soon as possible with your order number and clear photos
- Transit damage should be reported within 48 hours, where reasonably possible
If a fault is confirmed, we will provide a remedy in accordance with Australian Consumer Law. This may include:
- Replacement
- Refund
- Store credit
- Repair (where appropriate)
7. Return Shipping for Faulty Items
Where a fault is confirmed:
- Reasonable return postage costs will be reimbursed, or
- A return label may be provided, depending on circumstances
If an item is too large or impractical to return, an alternative solution will be arranged consistent with ACL guidance.
8. Exchanges
We do not offer direct exchanges.
If you wish to change size or style:
- Place a new order, and
- Lodge the original item as a return (if eligible) for store credit
9. Return Approval Required
All returns must be requested and approved before being sent back.
Returns sent without approval may be refused or delayed.
10. Return Processing Time
Please allow 3–10 business days from receipt of the returned item for inspection and processing.
11. Fair Use Policy
To ensure fairness and stock availability, we may limit or refuse change-of-mind returns that appear excessive or abusive.
This does not affect rights under Australian Consumer Law.
12. Chargebacks & Disputes
Customers are encouraged to contact us first so issues can be resolved promptly.
For dispute resolution, we retain:
- Proof of delivery
- Customer communications
- Photos provided for claims
- The policy in effect at the time of purchase
By completing a purchase, you acknowledge and agree to this policy.
13. Contact Us
📧 support@curatedstudio.com.au
Please include your order number for faster assistance.