FAQ's

{Event Hire FAQ's can be found here}

Ordering Online

  • Chic Infusion does not have a retail shopfront. Our online store works on a drop-ship model, where products are shipped directly from our suppliers warehouse (Weddingstar) to the customer.
  • Once your online order has been placed you will receive a confirmation email with your order details.

Payments

  • Order payment can be made by Credit Card, Direct Deposit, Paypal and Afterpay. Payment for your order must be must be made immediately upon checkout, please use your surname as the reference when paying by direct deposit.
  • Prices on the Chic Infusion website are GST inclusive.

Shipping

  • We aim to dispatch all orders within 5 - 10 working days. Depending on the area to be delivered to, and the shipping method you select, deliveries can take anywhere from 5-22 business days.
  • {Estimated delivery times are to be used as a guide only and commence from the date of dispatch}
  • Personalised items will delay delivery of your order by 3-4 weeks.
  • Once your order has been processed and is ready to be shipped, you will receive an email with tracking information.
  • If our courier is unable to deliver your order due to an incorrect address, the order will be returned to us. The sender is responsible for any return and re-shipping fees charged by our courier to re-deliver the package.
  • Signatures are required for most deliveries; please ensure someone will be available to sign for the package. If you are not at home, the courier driver will leave a card notifying you that they attempted to deliver your order. You will then need to collect your parcel from their depot. If the parcel is not collected from the depo within the advised timeframe then the package will be returned to us for a fee and our courier will charge another fee for re-shipping.
  • We only ship within Australia, International shipping is not available.

Shipping Insurance

Shipping Insurance for your goods is optional and can be selected on checkout for an additional $3.25. We strongly recommend insuring your goods against shipping breakages or loss. Chic Infusion is only responsible for shipping damage and/or loss when shipping insurance is selected.

If you receive an item that is damaged, you must notify Chic Infusion at info@chicinfusion.com.au of any damage within 7 days of receipt of your order. Failure to do so will mean that any shipping insurance will be voided.

To ensure this matter is dealt with as quickly as possible please include in your email the following information:
   • Your name and address details used to purchase the item(s)
   • Order number
   • Please explain the extent of the damage
   • Attach an image showing the damage to the product

Shipping Cost Per Order

  • $12.95 Standard Shipping
  • $16.20 Standard Shipping + Insurance
  • $20.00 Express Shipping
  • $23.25 Express Shipping + Insurance

Please note that shipping rates will not be displayed until you Proceed to Checkout.

Refunds and Returns

We are not required to provide a refund or replacement if you change your mind, though you can choose a refund or exchange if an item has a major problem. This is when an item:

  • Has a serious problem that would have stopped someone from buying the item if they had known about it
  • Is unsafe
  • Is significantly different from the sample or description (please see our note below in regards to Product Variations)
  • Doesn't do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will investigate the possibility of repairing the item within a reasonable time. If it is unable to be repaired in a reasonable time you can choose a refund or replacement.

Please note: Chic Infusion is only responsible for shipping damage and/or loss when shipping insurance is selected.

Returns Process

If you have received something that you're not head over heels for, contact us within 7 days of receiving your order to discuss a refund. The credit that you receive on your refund will apply only to the purchase price; shipping and processing fees will not be refunded, return postage of the item will be at your expense for change of mind returns.

If an item is received faulty, please notify us at info@chicinfusion.com.au within 7 days of receiving your order. We will replace or refund any faulty products and pay for the return freight on receipt and evaluation of the goods. To ensure this matter is dealt with as quickly as possible please include in your email the following information:

   • Your name and address details used to purchase the item(s)
   • Order number
   • Please explain the extent of the damage
   • Attach an image showing the damage to the product

All returns must first be authorized by our Customer Service team.  Returns received without approval will not be issued a refund or credit. Faults not reported within 7 days of receipt are not eligible for a refund.

What We Don't Offer Returns On

Due to the nature of the following products we don't offer refunds on any of the following:

  • opened products
  • food or candy items
  • custom ordered items that have been personalised specifically for you
  • any candle orders that have shipped via surface mail in the summer months are not eligible for refunds (due to the summer heat)

Sometimes accidents can happen. While we don't normally offer refunds on the listed items, if your order has a damaged item, please contact us. Candles shipped ground mail in the summer months are not applicable.

An Important Note

Because many of our products are made with a variety of processes, colours can vary slightly from what you see on our website. While we try our best, some minute variations can occur. This is especially the case when looking at the online store – many computer monitors have various colour and saturation settings which can alter the colour of the photos and is unfortunately outside of our control.

Security

Chic Infusion assures that all transactions conducted online are secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, you can contact Chic Infusion to pay over the phone. For more information please see our Privacy Policy.