FAQs
How can I contact Caelova?
You can email us at support@caelova.co — we're a small Aussie business so you'll get a real response from a real person, usually within 24 hours.
Do you ship worldwide?
Yes, we do.
Where do you ship from?
We ship directly to your door from our fulfillment partner. Most Australian orders arrive within 7–15 business days.
Can I change or cancel my order?
As we process orders quickly, any change or cancellation requests must be made within 12 hours of ordering. Requests after this time cannot be guaranteed. If your order has already shipped, it can be returned for a full refund once received.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX), PayPal, and AfterPay.
When will my order be processed?
Orders are processed Monday to Friday within 1–3 business days. Please allow a little extra time during sale seasons and public holidays. We don't process or ship on weekends.
How long will it take to receive my order?
Most Australian orders arrive within 7–15 business days after dispatch. You'll receive a tracking number by email as soon as your order ships so you can follow it every step of the way.
What if I don't receive my order?
If your order hasn't arrived within 30 days of shipping, you're eligible for a full refund. Just email us at support@caelova.co and we'll sort it out straight away.
Will I be charged customs or taxes?
All prices are displayed in Australian dollars (AUD) and include GST. No surprise charges at the door — what you see at checkout is what you pay.
How do I return an item?
Easy — just email us at support@caelova.co with your order number and reason for return. We offer hassle-free 30-day returns and will guide you through the process.
What if my item is defective, incorrect, or damaged?
We're sorry if something isn't right. Email us at support@caelova.co with your order number and a photo of the issue and we'll make it right as quickly as possible — whether that's a replacement or a full refund.
When will I receive my refund?
Once your return or refund request is approved, credits are processed within 7–10 business days back to your original payment method. If you haven't seen it after that time, we recommend checking with your bank as processing times can vary.