FAQ's

ORDERING

Do I need to create an account to shop online?

You are able to check out as a guest when you shop with us.

Promotions and exclusive offers are available regularly when you sign up to our newsletter.

Can I change or cancel my order once it’s been placed?

Once an order is placed you are unable to change or cancel it.

Please enter your details carefully as any changes to the garments, the delivery address or names are not possible.

How long does it take you to reply to my query?

We endeavor to respond to queries made within 48 hours. However, delays may occur during public holidays, weekends and busy sale periods.  We apologise in advance for any inconvenience.

PAYMENT

What forms of payment do you accept online?

We accept the following methods

  • Visa and MasterCard credit/debit cards
  • Google Pay
  • Apple Pay
  • American Express

Why was I charged twice on my card?

Please don’t worry - your card was only charged once. What you are seeing is an authorisation check. This authorisation will appear as pending charges. This is a common bank process to ensure you have sufficient funds and check for account authenticity. Once authorisation is cleared, you will see one charge for the order you have placed. Please note that your bank may take 2-3 days to clear the authorisation.

Why has my payment been declined?

This is usually because you have insufficient funds in your bank account or you have entered your details incorrectly. If this is not the case, please contact our customer care team. thecartelkings@outlook.com

DELIVERIES 

How do I change my delivery address after my order has been placed?

Once we have processed your order, we will be unable to make any changes to your delivery address. Please make sure your order is correct before completing it.

What delivery service do you use?

All our deliveries are handled by Australia Post.

Where do you deliver?

We deliver worldwide. If delivering to a work address, please enter the company name at checkout.

 

 

Please note delivery times are estimates only and should be used as a guide. Delivery times will vary depending on your location, delays by shipping couriers, public holidays and busy sale periods. We apologise in advance for any inconvenience

RETURNS & REFUND

Do you exchange items?

Unfortunately, we do not accept exchanges on online purchases.

Do you refund items?

Only for damaged items that are in an new and unworn condition. We do not refund for wrong size or change of mind. 

 

What should I do if the item I bought is faulty?

If you believe you have received an item containing a manufacturing fault, you are eligible for a refund, if the item is returned within a reasonable time frame.

Please contact our customer care team thecartelkings@outlook.com with your order number and attach a photo of the manufacturing fault.

What should I do if an item I receive is incorrect?

If you have received an incorrect item, please contact our customer care team thecartelkings@outlook.com

We will then arrange for you to send the incorrect item back to us. Upon successful delivery, we will send the correct item to you.

How long does it take to process my return/refund?

You will receive a refund within 7 working days.  

We do our best to meet this estimate; however, there may be delays in this process due to weekends, public holidays and busy sale periods. We ask that you wait for at least 2 weeks before contacting our customer care team.

Will my refund include delivery charges?

Unfortunately, we do not cover the cost of return delivery.