FAQS
Online Orders
To make a purchase online, simply browse through our products and once you have made your selection, adjust the quantity desired and click on the “Add to Cart” button. Your item(s) will now be in your Shopping Cart.
Once you are ready to finalise your order, click on the “Check Out” button inside your Shopping Cart and follow the prompts to complete your purchase.
If you are unable to increase the quantity of a product when ordering online it means we do not have the stock available to fulfill the order.
If your order has been confirmed but not shipped (i.e. you have not received a Shipping Confirmation email), please contact us with your order number.
If your order has been shipped, the product(s) will need to be returned to us. To start the returns process, please go to our Returns page.
If you have placed an online order but not yet received an order confirmation email, please check your junk or spam folder to see if it's there.
In the case your email address was entered incorrectly or your payment has not processed, please contact us for assistance.
If you have been sent an incorrect item or are missing an item from your order, please contact us so that we may assist you. We will endeavor to send you or replace the missing item as soon as possible. We will also pay for return postage where applicable.
If you have received a faulty or damaged item purchased online, we will send you a replacement (subject to availability) and pay for the return postage costs.
You can start the return process by visiting our Returns page.
Please contact us so that we may assist you.
Delivery & Tracking
It's important to us that you receive your purchase as quickly as possible. We endeavour to process all online orders within 24hrs of order confirmation to be dispatched the next business day. During sale or promotional period where there could be high volumes of orders, there may be slight delays to the processing time.
There are two postage options:
STANDARD POSTAGE
- Orders will arrive within 2–8 business days from time of dispatch depending on your location.
EXPRESS POSTAGE
- Orders will arrive within 1–4 business days from time of dispatch depending on your location.
Please note: Both Express and Standard postage rates are calculated at checkout using your postcode to ensure accurate and fair shipping costs based on distance and weight of the package.
Delivery timelines and more details are available on our Delivery & Tracking page.
Once your order is shipped, you will receive an email confirmation of your shipping details, which will include a tracking number and courier details.
You will be required to sign for your parcel, but if you are not at the designated address when delivery is made you will be directed to the nearest post office for collection of your parcel.
We deliver to Australia and a range of international destinations — shipping options and costs are displayed at checkout.
Returns & Exchanges
We want you to love your purchase! If you are not completely happy with the item(s) you received, we will happily exchange or refund any full or promotional price purchase within 30 days of the date of delivery. Please note that sale items are final sale and are not eligible for return, exchange or refund unless deemed faulty under Australian Consumer Law. All returns must be sent by post — please contact our Customer Service team at info@colette.com.au with your order number to get started.
Our full Returns Policy can be viewed here.
Refunds are processed as soon as we receive the returned products from you. If you have paid by PayPal or credit card, an email will be sent to notify you as soon as the refund has been processed. AfterPay refunds will be shown on your AfterPay statement.
Please allow 5-7 working business days for your refund to appear on your account. If you still have not received your refund after this allotted time, please contact us
Products & Warranties
We warrant our bags for up to 6 months from purchase date on manufacturing faults. If your purchase was within this period, please contact our Customer Service team at info@colette.com.au quoting your order number. The product will be assessed to determine if it's faulty or whether the condition is due to wear and tear. If deemed faulty, you are entitled to an exchange or in some cases, a refund.
Please note that your order number is required to process any exchange or refund. If you're unable to locate it, get in touch with your name and the email address used at the time of purchase and we'll do our best to find your order — though we cannot guarantee retrieval in all cases.
To further assist you in this matter please provide us with the official product name, the product ID number (6 digit number), or a photo of the item. Please send at least one of these three requirements through to our contact us form to receive a successful response.
We aim to bring you new and exciting products regularly so we don't always restock products that are sold out.
Technical
All information submitted to our website is secure. We do not sell information or share it with anyone.
Please refer to our Privacy Policy for more details.