Customer Service Topics


 

Shipping & Delivery

Claudine & Ash aim to get your order to you as fast as possible and we will ensure each order is carefully and securely packed for transportation. For all shipping within Australia, we use Fastway Couriers.

Deliveries will be dispatched every Monday, Wednesday & Friday.

Purchases made on weekends and public holidays will be processed on the next business day.

International orders are sent via Registered Airmail and typically take 7-15 business days for handling and shipping, between major cities, once payment is received.

Please provide a daytime delivery address (not a PO BOX) as well as appropriate contact information. A tracking number is provided once your order has been dispatched and your parcel will be left at your local post office if there is no-one available to accept the delivery.

If you have a special request regarding delivery please contact us at info@claudineandash.com

Shipping Rates

Rates shown are for single bags. If you wish to order more than one bag, please ask for a quote.


 

Refunds & Exchanges

Return policy

In the unlikely case you are not fully satisfied with your purchase. Then subject to the terms set out in this Delivery and Returns Policy, we will ensure that you obtain a Claudine & Ash online credit note of equal value.

Change your mind?

Purchased product(s) from the Website and it’s not what you expected? You may return full price merchandise for ‘change of mind reasons’ within fourteen (14) days of receiving your order for a credit note of equal value (excluding shipping and handling charges). Please keep in mind that Claudine & Ash cannot accept the returned product(s) and cannot give a refund if:

  1. the return falls outside of the stated fourteen (14) day period;
  2. the product(s) damaged or not in its original packaging;

Faulty Item

Any item considered defective by the customer should be sent to the address provided by Claudine & Ash, for evaluation to determine whether you are entitled to a credit note or exchange. Should any hardware (Zippers, Clips, D-rings etc) be faulty or damaged please notify us and we will replace the faulty or damaged item at our discretion. Please contact us at info@claudineandash.com before returning any product, you will then be advised of the return address.

We will email you once we have received and processed your credit note or exchange. Please allow 14 days from the time you have mailed your order for your credit note or exchange to be processed.

We are unable to guarantee that exchange merchandise will be available at the time your order is processed; in these instances, you will receive a credit note.

There is a 12 month warranty on all Claudine & Ash bags after this period all returns and exchanges are nil and void.

Terms of Sale

Ability to Contract / Timing
  1. In order to contract with C&A you must be over 16 years of age and possess a valid credit or debit card issued by a bank acceptable to us.
  2. By placing an order from this Website, you are offering to purchase a product on and subject to these Terms of Service (including our policies as set out in Parts B and C, below), below).
  3. When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the product(s) will not be formed until your payment has been approved by us and we have debited your credit or debit card.
  4. Claudine & Ash retains the right to refuse any request made by you.
Pricing and Availability
  1. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays, custom inspections or force majeure for which we will not be responsible. Please refer to our Delivery and Returns Policy for further additional information.
  2. Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors (including processing errors) may occur. If we discover an error in the price or payment of any product(s) which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If the order is cancelled and you have already paid for the product(s), you will receive a full refund.
  3. Where applicable, prices are inclusive of GST. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’.
  4. The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.
Discount Codes

We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website. The conditions of use relating to any discount code will be specified at the time of issue.

Return Instructions

To return a product, please follow the instructions below:

  1. Drop us a line at: info@claudineandash.com. In your email, please include:
    1. Reasons for why you are returning the product(s); and
    2. Attach a copy of the payment confirmation you received when placing the order.
  2. Pack the product(s) into their original packaging.
  3. Address the package to Claudine & Ash, PO Box 68 Avalon NSW 2107.
  4. As Claudine & Ash is not liable for the loss of any product being returned we highly recommend that you return it using registered mail.

 

Gift Vouchers

Yes, we do gift vouchers! See the full range of options here. Don’t see what you’re after? Let us know.

Giving a Voucher

  • Select a gift card amount or combination of multiple gift vouchers
  • Include the recipient's name, address and a personal message during checkout (optional)
  • The gift will be delivered to the 'shipping address' provided in checkout

For further assistance please email info@claudineandash.com or call +61 431 378 939

Using a Gift Voucher

  • If your gift card exceeds the total order amount, the remaining balance will be valid for 12 months to spend with Claudine & Ash
  • If your order exceeds the value of the gift card, you will need to pay the remaining balance

For further assistance please email info@claudineandash.com or call +61 431 378 939

Gift Voucher Returns

  • Gift cards cannot be returned or exchanged for cash
  • All returned items that were paid for with a gift card will be refunded as a store credit to be used on future Claudine & Ash purchases
  • Store credit will be valid for 12 months
  • If you return an item paid by both gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded as store credit

 

Privacy & Security

Claudine & Ash is committed to respecting the security and privacy rights of visitors to its website.

You can see our full privacy policy here


 

Colours

We cannot guarantee that the colours shown on the website exactly reproduce the colors of the actual garments.

This partly depends on the colour reproduction on your computer.