FAQs
Orders and Shipping
How long does it take for me to receive my order?
Orders are processed within 1 - 3 Business Days, Monday to Friday. Once shipped, your order should reach you within 5 - 7 Business Days. Total delivery time should take between 6 - 10 Business Days.
Please note that delivery times are estimates only and may vary due to external factors such as weather conditions, transportation issues, public holidays etc.
How do I track my order?
Once your order has shipped, you'll receive a tracking code via email. Just plug that code into our tracking portal to check the shipping status of your order.
Please note that there may be a slight delay to the tracking info displaying, however once your tracking code has been sent, please be assured that your order is on its way.
Will you keep my credit card information on file?
We prioritise your security and do not store credit card information without your consent. You may choose to save your payment details for future purchases during checkout.
Do you ship internationally?
No, at this time we only ship within Australia. We may look to expand our shipping destinations in future.
Will my items come in one package?
Depending on product availability at the time of order processing, items in your order may arrive in separate packages.
Returns and Exchanges
What is your returns policy?
We offer a 14-day return policy for unused and unopened items. For detailed information, please refer to our Refund & Returns Policy.
I received the wrong item.
We apologise for the inconvenience. Please contact our support team at support@karterly.com.au with your order details, and we'll assist you promptly.
My order arrived damaged.
We're sorry to hear that. Please reach out to us at support@karterly.com.au with photos of the damaged item, and we'll work to resolve the issue.
Where should I mail my authorised return?
After contacting our support team and receiving return authorisation, we will provide the return shipping address.
How can I get in touch with customer support?
You can contact us via email at support@karterly.com.au or call us at (02) 9188 2137. Our support hours are 9am - 5pm AEST, Monday to Friday.
What do I do if I entered an incorrect shipping address?
Please contact us immediately, there may be a chance to update your shipping information before your order is processed. If not, unfortunately you will need to re-order the item at your additional expense.
Can I change or cancel an order after I've submitted it?
We process orders quickly, but if you contact us promptly after placing your order, we may be able to accommodate changes or cancellations.
Can I pre-order an item that is sold out?
Currently, we do not offer pre-orders for out-of-stock items. Please sign up for restock notifications on the product page to be informed when the item becomes available.
Do you accept exchanges?
Unfortunately we do not accept exchanges, we can only process returns and refunds.
Contact Us
For further assistance, please contact our support team at support@karterly.com.au or phone us on (02) 9188 2137.