Shipping & Returns

Thank you for choosing Chillows!

We strive to ensure your order arrives promptly and safely. Please review our delivery policy below:

  1. Shipping Times:

    • Australia: 5-8 business days.

    • New Zealand: 6-9 business days.

  2. Tracking and Insurance:

    • All orders are tracked at every stage for your convenience.

    • Each order includes free insurance coverage up to $1000 AUD.

  3. Order Processing:

    • Orders are processed within 1-2 business days from the date of purchase, excluding weekends and public holidays.

  4. Shipping Providers:

    • We partner with reputable Australian carriers to ensure reliable, trustworthy and efficient delivery of your order.

  5. Delivery Notifications:

    • Once your order is shipped, you will receive a confirmation email with information to monitor the status of your delivery.

  6. International Shipping:

    • For international orders outside Australia and New Zealand, please contact our customer service for specific shipping timelines and rates.

  7. Delivery Address:

    • Please ensure the accuracy of your shipping address during checkout. 

 

 

We want you to be completely satisfied with your purchase. Please review our returns policy below for more information:

  1. Return Period:

    • You may return your purchase within 30 days from the date of receipt.

  2. Condition of Returns:

    • Items must be unused, undamaged, and in their original packaging to be eligible for a return.

  3. Return Process:

    • Before returning any item, please contact our customer service team to initiate the return process.

    • Once approved, you will receive instructions on how to return the item.

  4. Return Shipping:

    • The cost of return shipping is the responsibility of the customer, unless the return is due to our error or a defective product.

  5. Refund or Exchange:

    • Upon receiving the returned item and verifying its condition, we will process a refund to your original method of payment.

    • If you prefer an exchange, please let us know during the return process.

  6. Exceptions:

    • Personalized or custom-made items may not be eligible for return unless they are defective or there was an error in customization.

  7. Damaged or Defective Items:

    • If your item arrives damaged or defective, please contact us immediately for assistance. We will work with you to resolve the issue promptly.

  8. Refund Timing:

    • Refunds are typically processed within 1-3 days after we receive the returned item.