30-DAY HASSLE-FREE RETURNS

We proudly stand behind our products and hope that you love your purchase from Chateau de Glass! We do however understand that shopping online can sometimes be tricky, so if for any reason you are not satisfied with your purchase, no hard feelings! We have made our return process straightforward and hassle free for your convenience.  

Conditions of Return

  • Any item returned for exchange, refund or store credit must be received in new and unused condition, in its original packaging.
  • Item must be returned to us within 30 days of delivery.
  • Customers are responsible for initial and return shipping cost.

Full Price Items

  • Eligible for - REFUND, EXCHANGE or STORE CREDIT 
  • Must be returned to us within 30 days of delivery.
  • Buyer is responsible for shipping cost both ways unless the item is faulty*. 

Sale Items

  • Eligible for – EXCHANGE or STORE CREDIT. No refunds given.
  • Must be returned to us within 30 days of delivery.
  • Buyer is responsible for shipping cost both ways unless the item is faulty*. 

Gift Cards

  • Gift cards cannot be returned, credited or refunded. 

Free Shipping Orders

  • Orders which qualified for FREE shipping. If an item which qualified for free shipping is returned, the initial postage cost will be deducted from the refund or credit.

Refunds Eligibility

  • All Standard Full Priced items only. Conditions apply**
  • Refunds exclude postage.
  • Item must be returned within 30 days of delivery.
  • Customers are responsible for the return shipping costs.
  • Refunds are issued within 5 business days of receiving the returned item.

Store Credit Eligibility

  • All Standard items are eligible for a store credit. Conditions apply**
  • Valid for 3 years.
  • Excludes postage.
  • Item must be returned within 30 days of delivery.
  • Customers are responsible for the return shipping costs.
  • Store Credit will be issued within 5 business days of receiving the returned item.

Exchanges

  • If you require an exchange, we will send you an invoice for the shipping cost of sending out the new item, unless the new item qualifies for FREE shipping.
  • Customers are responsible for all shipping costs 

*Faulty or Wrong Item Received

  • If you believe you have received a faulty or wrong item, please send photos and details to our customer service team.
  • We will rectify this as quickly as possible. We will cover all costs to have the item replaced or refunded.
  • Please contact us within 7 days of receiving the item to make arrangements. 

**Excluded Items

  • Design work, Custom Made and Personalised items.

  • Sale or Discounted items.

  • Special orders of non-stock products

  • Wholesale orders.

  • Gift Cards.

  • Items purchased through other retailers. Items purchased through other retailers must be returned through those retailers.

How to Initiate a Return

  1. Contact our Customer Service team to notify us of your intention to exchange or return your item.

  2. Please include your order number, order date and preferred return option (if applicable), in the email and any important additional details.

  3. If you are returning an item for an exchange, please include the details of the desired replacement item, in your email.

  4. Once we have received your email, we will contact you with instructions to return your item.

  5. Please note, buyer is responsible for all shipping costs; therefore, initial shipping costs will not be refunded or credited, unless the return is a result of a wrong or faulty item.

  6. Once we have processed your return and confirmed the return is in as-new condition, you will receive a confirmation email.

  7. Within 5 business days of receiving your confirmation email, we will issue a refund or store credit. If no preference has been advised during the return process, a store credit will automatically be applied.

 

Chateau de Glass Step by Step Return Process

Contact Form

Alternatively, you can email or call us directly at:

customerservice@chateaudeglass.com.au

0401 605 440

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