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We're here for you Monday to Friday 9am-4pm AEST, and will always get back to you within one business day. ♡
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QUESTIONS? Start Here ↓
We completely understand the excitement of receiving a special package to your door 😍
Every Arlo & Co item is made to order.
Here's how our timeline works:
⏱ Production Time: 3 -10 business days to handcraft, personalise and package your order.
(This varies depending on what you order. We will happily prioritise orders made for specific upcoming events - just let us know ahead of time.)
📦 Standard Postage: add Australia Post delivery time (were posting to you daily, from Melbourne AU)
🚀 Express Post: the fastest way to get it to you once it leaves our studio (usually 1-2 business days from dispatch)
If you have any questions, concerns or requests regarding the above info, please email us at hello@arloandco.com.au - we'll always do our very best to help.
We ship worldwide* 🌎 and offer international rates across all our products (*calculated at the checkout)
Locally, use the Australia Post service for all our parcels, and offer:
1. Regular (standard) flat rate postage
2. Express Post (Australia wide)
Postage travel times will depend on where you're located, and which postage you opted for during check out. It's helpful to know we're shipping your order from our studio in Melbourne, Au.
📮 Express Post is always our recommendation if you want your parcel to travel to you as quickly as possible, with Aus Post, once it leaves our care. This service is usually 1-2 business days from the date of postage, but can vary depending on your location.
When your parcel is ready to be collected by the postie, you'll receive a Shipping Confirmation email from us 💌 (with your tracking details) so you can easily keep an eye on it journey, from us to you.
*Note: At this time, sadly we are unable to send to the USA. We hope this changes in the future.
Our studio is located in Chirnside Park, in the Eastern suburbs of Melbourne, so if you're not too far away, you're more than welcome to pop in to pick up your order when it's ready.
Just make sure you call or email us once you place the order to let us know ... and we'll make a note of it, and give you a call when your parcel is ready to collect. Easy as. 🙌🏻
P.S. After you've popped in to pick up your order, any postage charges you paid when placing the order will be refunded back to the method of payment.* This will be finalised within a couple of days of pick up :)
*Any orders processed using Afterpay will receive a discount code to the value of the postage costs paid. All other orders will receive a full refund of postage charges.
1. If you'd like us to make your order as quickly as possible, because you need it by a certain date, please contact us so we can help 👌🏼
We'll always do or best to speed things up for you, on our end ... but we do need you to let us know! ☺️
2. To ensure order arrives as quickly as possible, after it is produced and packaged up by our team, please remember to select the Express Postage option when you checkout.
Office hours: 9am - 4pm AEST Monday - Friday
Phone: +61 (03) 9070 8156
Email: hello@arloandco.com.au
While we take great care in the packing and shipping of your parcel, for extra peace of mind we offer a Parcel Protection service to protect your parcel if it is lost or damaged in transit.
*Parcel Protection is an optional addition, added to your cart at the time of purchase.
When you add our Parcel Protection service to your order, we'll take care of the retrieval or replacement of your missing or damaged parcel.
What does Parcel Protection cover?
Parcels lost in transit
If your parcel is not delivered within the normal time frames specified by Australia Post, please contact our customer service team and we will open an investigation on your behalf. Once your parcel is deemed missing by Australia Post (this can take up to 7 business days) we will replace any items (or credit you the cost of the items, if unavailable)
Please note we DO NOT offer refunds. This Parcel Protection policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.
Parcel delivered to incorrect address
If your parcel tracking says it has been delivered to the incorrect address and we are unable to retrieve the parcel, we will deem this as a "missing parcel" and you will be covered by this policy. We will replace any items that are still available, and credit you for any unavailable items.
Please note we DO NOT offer refunds. This Parcel Protection policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.
Parcel damaged in transit
Should your parcel arrive and be damaged in any way by Australia Post we will replace the items if available. Should we not have the item available we will credit or refund you for the item. Please contact our customer service team as soon as your parcel arrives (within 48 hours) to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What is not covered by Parcel Protection?
If the customer provides the incorrect address and the parcel is delivered we will not be responsible to recover this item or offer replacements.This includes payment of any damages as a result of non-receipt of your order.
Other FAQ
Can my Parcel Protection be refunded?
Once your order has been dispatched, Parcel Protection is not able to be refunded.
Can I add Parcel Protection after purchasing?
Once your order has been dispatched, we are not able to add Parcel Protection.
Customers must opt in to our Parcel Protection Policy in the cart before checkout for the Parcel Protection Policy to apply. Our Parcel Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Parcel Protection policy, you agree that Arlo & Co reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
What if I do not have Parcel Protection?
If you did not opt into our Parcel Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Parcel Protection on your order, we will not be able to provide a replacement or store credit.
How do I contact you regarding my Parcel Protection?
If you have any questions about your Parcel Protection or if you need to make a claim regarding a lost/stolen/damaged order please email us at hello@arloandco.com.au with your order number, contact info and a description of the problem and we will get back to you ASAP.
For speedy resolution, please use: 'PARCEL PROTECTION' as your email subject line.
At Arlo and Co, we stand by the craftsmanship of our products. We believe you should love the piece you carefully personalised - and then purchased - with us.
Our Product Guarantee - in full detail - can be found here: https://www.arloandco.com.au/pages/product-guarantee
This document comprises the whole of the Terms and Conditions that govern the use of the Arlo & Co website.
https://www.arloandco.com.au/pages/policies
These Terms and Conditions are current as of July 2017. If you have any questions, concerns or simply require further information about Arlo & Co, please contact us at hello@arloandco.com.au and we’ll do our best to assist you.