Shipping & Returns Policy
SHIPPING
Online orders are processed Monday through Friday AEST, excluding weekends and public holidays.
An automated email notification will be sent to you, providing a tracking number so you can monitor your consignment's journey.
Due to the high value of our pieces, our parcels require a signature on delivery. If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID.
Please ensure the details provided at checkout are accurate, as Dolcetto Designs cannot be held liable for incorrect deliveries due to input errors. Our shipping providers are trusted services, and as such Dolcetto Designs will not refund or replace orders that have been scanned as delivered.
FOR ADDRESSES WITHIN AUSTRALIA
Australia Post Express Service
Delivers within 1-3 business days depending on location.
The cost for postage, payable at checkout, is $15 AUD. Orders over $150 AUD will receive complimentary express shipping within Australia*.
FOR ADDRESSES OUTSIDE OF AUSTRALIA
FedEx delivers within 1-7 business days depending on location.
The cost for postage is a flat rate of $50 AUD, with duties and taxes calculable and payable at checkout. Please note, that duties and taxes are respective to your order value and destination country. We are not responsible for additional unforeseeable duties and tax charges that may occur upon arrival at your destination country.
Orders over $500 AUD will receive complimentary DHL express shipping, depending on your location duties and taxes will be payable by you.
THIS INFORMATION IS ONLY RELEVANT FOR DELIVERIES MADE OUTSIDE OF AUSTRALIA
Please note that for all international orders (orders delivered outside Australia), you may be subject to import duties and taxes, which are levied by the recipient country's government once the product reaches your country.
For all international orders, all additional charges for customs clearance, import/customs duties and taxes are payable by you (the customer/recipient). Such charges are not included in the delivery fee or purchase price of Dolcetto Designs products. We have no control over those charges and cannot determine what they may be. We are not authorised by international governments to charge import duties on their behalf.
We will not be responsible for the payment of any customs duties under any circumstances. We are not able to offer a refund for returned goods which are returned because the customer refused delivery to avoid paying any customs duties imposed. When ordering from us you agree to pay any import duties which may be imposed by the receiving country's government. If you refuse to pay any import duties imposed and thereby prevent delivery of your order/ abandon your delivery (or if you accept delivery and then attempt to return the item(s) for a refund), you will remain liable for the purchase price of the product and you will be charged the full purchase price of the order and the shipping price together with any shipping amount incurred in the return of the goods to us and any customs duty or penalty imposed by your government.
What are the customs charges for?
The duties/taxes are amounts that your government charges to import items into your country. To ensure quick delivery to you rather than having your goods delayed in customs, any customs duties that your government impose will be paid for on your behalf by the courier delivery company. Those charges are not for shipping to you, they are for customs duties.
The customs duties need to be paid by you (the customer) back to that courier delivery company. If there are any customs duties applicable on your parcel the courier company will notify you by sending you a duties/taxes invoice.
Why have I been charged a customs fee?
International customs regulations outline that any goods imported into a country may be subject to import duties that are the responsibility of recipient of the goods, in this case the customer.
Dolcetto Designs will indicate on the delivery consignment note on parcels that the 'Bill duties and taxes' are to be paid by the recipient. Any amounts imposed by your government are not for the actual cost of shipment of your goods, the shipping cost has already been paid by you when you placed your order or provided complimentary on orders over $500. These are the duties/taxes that are to be paid to your government on arrival into your country.
I believed that I had paid all of the charges related to shipment?
At the time of placing your order with Dolcetto Designs you will be charged the amount for shipping your order to you (excluding orders eligible for complimentary shipping). However, it is not possible for Dolcetto Designs to determine if customs duties will apply and how much they may be. Only the receiving country’s government's customs office can do that. We are not able to charge customs duties on behalf of international governments. The amount for shipping that applies to your order only relates to the transportation charges (the delivery cost for shipping the package) and not the import duties/taxes.
If you have any questions about shipping please contact us.
We deliver to the below countries:
Australia, Austria, Belgium, Cambodia, Canada, China, Croatia, Cyprus, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong SAR, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Portugal, Qatar, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, United States and Vietnam.
RETURNS
Thank you for shopping with Dolcetto Designs. We want you to be completely satisfied with your purchase, and we understand that sometimes a return or exchange may be necessary. This Returns Policy outlines the guidelines and procedures for returning or exchanging products purchased through our website. Please read this policy carefully before initiating a return or exchange.
1. Eligibility for Returns and Exchanges
a. We accept returns and exchanges within 14 days from the date of delivery.
b. To be eligible for a return or exchange, the product must be in its original condition, unused, undamaged, and in its original packaging, including all accompanying documents and tags. Dolcetto Designs does not issue refunds for change of mind or incorrect purchases. In instances of refusing to pay import duties (international orders only) or failure to collect/abandonment of the delivery no refunds will be issued. See our Shipping Policy for more details.
c. Custom-made, engraved, or personalized items may not be eligible for return or exchange unless they are defective or damaged.
2. Initiation of Return or Exchange
a. To initiate a return or exchange, please contact our customer service team at info@dolcettodesigns.com.au. Provide your order details, reason for return/exchange, and any supporting information or photos, if applicable.
b. Our customer service team will guide you through the return/exchange process and provide you with a Return Merchandise Authorization (RMA) number and shipping instructions, if applicable.
3. Return Shipping
a. For returns or exchanges due to a defect, damage, or error on our part, we will provide a prepaid shipping label or arrange for the collection of the product at our expense.
b. For returns or exchanges due to personal reasons or a change of mind, the customer is responsible for the cost of return shipping. We recommend using a trackable and insured shipping method as we are not responsible for any lost or damaged packages during return transit. The customer is also responsible for any incurred shipping costs if the delivery is returned due to refusal to pay import duties and taxes (international orders only).
4. Refunds and Store Credits
a. Upon receiving the returned product and verifying its eligibility, we will process the refund or exchange.
b. For eligible returns, refunds will be issued to the original form of payment within 10 business days after receiving the returned product. Please note that it may take additional time for the refund to reflect in your account depending on your payment provider.
c. For eligible exchanges, we will ship the exchanged product to you within 10 business days after receiving the returned product.
d. If a refund is not requested, we may offer a store credit for the value of the returned product, which can be used towards future purchases on our website.
5. Non-Eligible Returns
a. Products that do not meet the eligibility criteria stated in Section 1 will not be accepted for return or exchange.
b. Returns or exchanges requested beyond the specified timeframe may not be accepted unless exceptional circumstances apply.
6. Damaged or Defective Products
a. In the event that you receive a damaged or defective product, please contact our customer service team immediately. Provide details and supporting information, including photos if possible.
b. We will assess the issue and may request you to return the product or provide additional information for verification.
c. If the product is confirmed to be defective or damaged due to a manufacturing or shipping error, we will provide a replacement, exchange, or refund, depending on availability and your preference.
Please note that this Returns Policy applies to purchases made through our website only. For purchases made through authorised third-party retailers, please refer to their respective returns policies.
If you have any further questions or need assistance with a return or exchange, please contact our customer service team at info@dolcettodesigns.com.au. We are here to help you and ensure your satisfaction with our products.
