Shipping & Returns

SHIPPING

We will endeavour to process your order and dispatch within 12 - 24 hours of receiving payment.  You will receive a confirmation email once your item has been dispatched from our warehouse.

We deliver Australia wide using Auspost which requires a signature on delivery unless otherwise stated at the checkout process. If you are not home when delivery takes place your item will waiting at your local post office for collection.

If you live within the Sydney area you are welcome to come and collect your order from our warehouse in Caringbah NSW.  Please make sure you state at checkout that you will be picking up your order and please bring your tax invoice as proof of purchase. 

Our warehouse is open Monday - Friday 9am to 4pm and we are located at 8 Woodfield Blvd, Caringbah, 2229.

We offer Free Shipping on orders over $300.00 AUD. 

 

14 DAY RETURNS

1) We want you to feel confident when buying on CaressedbyNature.com.au. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 14 days of having received it. For an exchange, return your goods within 30 days of receiving your order.

We will accept returns only up to 14 days from the date of purchase.  We will ONLY provide a refund, exchange or credit if your item(s) are unopened, unused, in the original packaging with the labelling intact. Due to health regulations opened packages will not be accepted for return.

If you decide to return your item, we will provide a refund of the original purchase price, less the initial and return delivery fees. If your item was purchased with a free shipping promotion, please note that the actual initial delivery cost (which would have been applied had the item not been on promotion*) will be deducted from your refund along with the return delivery cost. Please also note that a re-stocking fee may apply.

2. It’s important for your item to be unopened, unused, in the original packaging with the labelling intact to be eligible for return under the guarantee. Due to health regulations opened packages will not be accepted for return.

3. If you choose to use Afterpay and would like to return your item, a 6% payment fee will apply.

 

DAMAGED & FAULTY RETURNS

In the unlikely event that your item arrives damaged or faulty, please notify Caressed by Nature within 30 days for a replacement (if available), or a full refund. Please contact our Customer Care Team on 1300 233 334 or 

You may be required to send us images of the damage for further assessment. Caressed by Nature will give you the option to arrange a replacement for part/whole of the item, or provide you with a full refund. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our staff (you may be responsible for any associated expenses if you do so).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

In the event that your item is faulty or damaged please notify us immediately (within 30 days of receipt).  We will happily replace your item and will reimburse your postage for the return of any damaged goods.

 

RETURNS & EXCHANGES

If you would like to return or exchange your item(s) please follow our returns procedure -

  1. Please fill in the Return and Exchange Form online. (You will need to state the reason for return and if you require an exchange or refund)

  2. Once we received the Return & Exchange Form, we will send you a Return Authorisation Number (RA Number), quoting your order number. 

  3. When returning your item(s) please include the Original Invoice & RA Number and return back to
    Caressed by Nature
    8 Woodfield Blvd, Caringbah NSW, 2229

  4. For the safety and security of the parcel, we strongly advise you to return your item via Australia Registered Mail.  We are unable to take responsibility for missing parcels and can only issue a refund when we have received your return parcel.

  5. Once your returned item(s) have been received, they will undergo a review and once cleared you will either receive your new item or a refund via your original payment method.

We will endeavour to process your refund/exchange within 3-5 working days. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.

Please note that in the circumstance that free shipping was offered then postage charges are the responsibility of the customer and therefore the amount refunded will exclude a postage charge of $10.  Additional delivery charges for an exchange will be charged and you will need to pay the cost of all return postage before the exchange will be accepted.

 

Please note:

  • Due to health and hygiene regulations we are unable to exchange or refund Pillows, Quilts, Toppers, Mattress and Pillow Protectors and underblankets. Please ensure you select these items carefully before purchase.