Terms Of Service

TERMS OF SERVICE

DELIVERY

Australian Deliveries - $9.90 Flat rate shipping for retail orders. All orders are processed within 24-48 hours and delivered to you within 14 business days.

Wholesale shipping prices will be quoted depending on size of order.

It is your obligation to advise the correct delivery address details to us prior or at time of ordering. If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.

Depending on the courier service, the driver may leave a card advising the receiver that a delivery was attempted. The receiver is then to make contact directly with the courier to arrange another mutually convenient delivery date or collect from the closest depot. Re-delivery charges may apply in the event you have been notified of the tracking number and dispatch date (your tracking number is in your account & also emailed).

We try our best working with courier companies but realise all situations are unique. Therefore when purchasing from Stellavan and Papa you are accepting your purchased good may be delivered even if someone is not present at the delivery address at time of delivery. We do not take any responsibility of missing goods once your products has been delivered from the courier.

It is the responsibility of the customer to inform us if an order does not arrive. Once we learn if an order has not arrived by the due date, we will lodge enquiries with the courier to ensure delivery occurs as soon as possible.

UNDELIVERABLE POSTCODES

Due to the limited access of our carriers, there are still certain postcodes that we are unable to deliver to, but we will advise you if this is the case.

Please kindly contact our customer service for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully.

INTERNATIONAL DELIVERIES

AU$25 Flat rate shipping for retail orders of 1 product. Any additional product will incur a $10 shipping fee each if included on the same order.

All orders are processed within 24-48 hours and delivered to you as per couriers schedule.

REFUNDS

A refund or replacement will not be provided if products are being misused or mishandled. Customers are responsible for following the instructions and advice given by the manufacturers.

You will be refunded by the same method which you paid, excluding the original shipping charges. All postage costs for refunded items is at the responsibility of the customer. Please note that we strongly suggest using a postage bag that has a tracking ID as we hold no responsibility for items that go missing through the post.

DAMAGED ITEMS

We take great care in packaging your goods safely. In the unfortunate event that your items are damaged in transit, we cannot accept responsibility. Please check your goods upon receipt for any damage that may have been caused through transit, you are required to notify Stellavan and Papa within 2 working days in the unlikely event that the item arrives damaged or faulty.

If you find your product damaged. In addition to contacting us within 2 days of receipt of item, please include a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval - credit may not automatically be given.

PRODUCT COLOUR DISCREPANCIES & PORTRAYAL

Every effort is made to portray items accurately. Please be advised all computer screen colour settings vary and can affect the way products appear on the viewing monitor. Stellavan and Papa shall not be held responsible for any colour discrepancies. We will make every effort possible to display our products as clearly and accurately as possible.

CHANGE OF MIND/EXCHANGE

Unless authorised by Stellavan and Papa, any stock returned for credit will not be readily accepted.