FAQs

How can I contact Casivelle?

You can reach our customer support team at:

support@casivelle.com

Phone: +61 435 414 974

We aim to respond within 24 hours (Monday–Friday).

Weekend enquiries are responded to on the next business day.

Where do you ship?

We currently ship Australia-wide only.

At this time, we do not offer international shipping.

Do you offer free shipping?

Yes.

We offer free standard shipping on all orders within Australia. There is no minimum order requirement.

How long will it take to receive my order?

Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays).

Estimated delivery time within Australia is 8–14 business days, including processing and transit time.

Once your order has been dispatched, you will receive a confirmation email with tracking information.

Please note that delivery times are estimates and may vary due to carrier delays, regional locations, or peak periods.

Can I track my order?

Yes.

Once your order has shipped, you will receive a tracking number via email so you can monitor your delivery.

What payment methods do you accept?

We accept:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Shop Pay
  • Apple Pay
  • Afterpay
  • Google Pay

All transactions are processed securely in Australian Dollars (AUD).

Is my payment information secure?

Yes.

All transactions are encrypted using secure SSL technology.

We do not store your full credit card details. Payments are processed through secure and trusted payment providers.

What is your return policy?

We offer a 30-day return window from the date you receive your item.

To be eligible for a return:

  • The item must be unused and uninstalled
  • It must be in original packaging
  • Proof of purchase is required

Items that have been installed cannot be returned unless faulty.

For full details, please see our Refund & Returns Policy.

What if my item arrives damaged?

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible at support@casivelle.com and include photos so we can resolve the issue promptly.

How long does it take to receive a refund?

Once we receive and inspect your returned item, approved refunds are processed within 7 business days.

Please allow additional time for your bank or payment provider to reflect the refund.

Can I change or cancel my order?

If you need to make changes to your order, please contact us as soon as possible.

Orders cannot be modified once they have been processed or shipped.