Shipping policy

Processing Time

Please allow our warehouse 3-5 business days to process and dispatch your order.

Dispatch and Delivery Times

Delivery time once the order leaves our warehouse is depending on the delivery location.

QLD, SA & NSW 2 – 3 Business Days

TAS, VIC, NT & WA – 2 – 5 Business Days

Order Tracking

Once the order is processed from our warehouse, you will receive an email with your tracking information.Can’t locate your tracking number? Please reach out to our team enquiries@enchantedcove.com.au and they can assist.

Shipping Partners

We ship all orders through Aus Post and StarTrack

Damaged goods

As soon as you receive your order, open up the box and check that everything’s there and undamaged.If there’s a problem, please let us know as soon as possible, within 5 business days.Please take photos and email to enquiries@enchantedcove.com.au with your name and order number. Our customer service team will be in touch with a solution.

Returns

We do not offer refunds for change of mind at Enchanted Cove. Please see our Returns and Refund Policy for more information.

International Shipping

At this stage we only ship internationally to New Zealand. Please note not all items are available to ship to New Zealand due to size and weight restrictions, please contact our service team for further details.

Shipping Fees

Any advertised shipping fees are estimates only, accurate shipping fees are calculated at the checkout.

Refund policy

Returns and Refunds Policy

Change of mind

We do not offer refunds or credit notes for change of mind, so please choose products carefully. However, we may, at our discretion and on a case-by-case basis to offer exchanges for change of mind, provided that the customer covers any postage or administration fees required. Requests for exchanges must be made within 5 days of receiving the goods, with proof of purchase provided.

Conditions for exchanges

- Proof of purchase is provided
- The merchandise is in its original, pristine condition with all tags attached
- The customer is responsible for covering return postage and redelivery fees.
- Exchanges must be made through the same channel from which they were purchased (in-store for retail orders, via post for online orders).

We are unable to cancel any online order after your order is placed

Faulty, damaged, or incorrectly described items 

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. In the unlikely event that your product is not of acceptable quality, is damaged or is different from its description, then you may be eligible for a refund, replacement, exchange or any drop in value of the product (if you choose to keep it).

If a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Enchanted Cove may choose not to provide a refund or exchange.

Refunds will be issued for damaged or faulty goods if the customer does not wish to have the items replaced. All claims must be made within 5 business days of receiving goods with proof of purchase provided.

Process for reporting damaged or faulty items:

1) Take a photo of the damaged goods and do not dispose of them, as we may request for the item to be sent back to our Warehouse.

2) Send an email to enquiries@enchantedcove.com.au, providing images of the faulty items, proof of purchase (receipt or order reference number), name, and desired outcome, within the 5-business day timeline.

3) Await our response and further instruction for resolving the matter. We will arrange return postage on your behalf and cover associated costs.

4) All items must be kept in their original packaging when returned.

Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase.

Pre-order

We occasionally offer pre-orders on selected items, allowing customers to receive early access to our collections and secure items before they arrive. Please read the description carefully to understand the expected arrival period, as this date may change due to factors beyond our control. You will be charged at the time of placing a pre-order, and the same stipulations apply as for regular orders.