Shipping policy
SHIPPING POLICIES
Processing Time
All orders ship within 3–5 business days (Monday to Friday). Need your order sooner? Email us at info@chilliandnala.com.au and we’ll do our best to help.
Orders under $150 will be charged a flat-rate shipping fee based on order weight, destination, and service type.
Estimated Shipping Times
Shipping times vary depending on your location and selected delivery method. Orders are shipped Monday through Friday, excluding public holidays. You'll receive a shipping confirmation email with tracking details once your order has been dispatched.
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Standard Shipping (4–7 days): Begins after processing time.
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Express Post (1–3 days): Begins after processing time and shipped via Express Post.
Customs, Duties & Import Taxes
We declare accurate commercial values for all non-Australian orders. Customers are responsible for any customs duties or import taxes that may apply.
Unclaimed, refused, or returned international orders will be refunded (product cost only) minus a 10% restocking fee. Shipping fees are non-refundable. International orders may take up to 3 weeks to arrive.
Incorrect Address / Returned Mail
Please double-check your shipping details at checkout. Chilli & Nala is not responsible for packages delivered to incorrect addresses. Any returned packages can be re-shipped at the customer’s expense.
If your package is marked “delivered” but you haven't received it, it is your responsibility to contact your local postal service to investigate.
Lost or Undelivered Packages
Once a package leaves our hands, it is the responsibility of Australia Post. If your order is marked as delivered but is missing, please contact your local post office for assistance. Chilli & Nala is not liable for lost parcels and does not issue refunds for them.