FAQ
Do you offer international shipping?
Sure do! We offer shipping worldwide.
Shipping times
CLICK FOR BLACK FRIDAY SHIPPING TIMES
We are committed to providing prompt order processing and dispatch. Typically, all orders will be picked and packed within 1 business day of placement. However, during busy sale periods or popular product launches, please allow up to 3 business days for dispatch. If you have any questions about the status of your order (and it has been longer than 3 business days), please feel free to email us at hello@cachia.shop for assistance.
Please note that all orders are dispatched from Melbourne Metro, and you can estimate the delivery time using the Australia Post delivery calculator available here. However, shipping times may vary depending on your location, shipment method, and other factors. We appreciate your patience and understanding as we strive to provide the best possible service and get your order to you as soon as possible.
Shipping costs
Enjoy convenient and affordable shipping options with us! We offer $6.00 standard shipping Australia-wide, and orders over $99 qualify for free shipping. Need it faster? Opt for our express shipping at a flat rate of $14.95. For our international customers, shipping costs will be calculated at checkout based on your location and preferred shipping method, with the full price displayed before you finalise your order. Shop with ease and confidence knowing that we have flexible shipping options to suit your needs, wherever you are located.
How do I track my order?
I think my order is lost with Australia Post.
I think my order is lost with Courier’s Please.
Unfortunately, we do not have access to their systems so only they would be able to access proof of delivery or see if your parcel has been deemed as lost.
If they deem your parcel as lost in transit, please email us this correspondence (screenshot or forwarded email) so we can rectify the issue for you. They may open up a case for you so they can investigate where it is and they will be in touch with you via email if this occurs.
ORDERS
How do I change my order?
Unfortunately we cannot change your order once it has been placed. We may be able to cancel your order (if it has not been packed) and then you are able to place a new one. Please email hello@cachia.shop for assistance.
How do I change my delivery address after my order has been placed?
We process and pack your order as fast as possible. Your delivery address can only be changed by us as long as your order has not been packed. We ask to please take care when entering your postal details, and if you've recently moved, please make sure our system has your updated details.
Can I cancel my order?
You can cancel your order as long as it has not been packed. To cancel your order please email hello@cachia.shop as soon as possible for the best chance of cancellation.
How do I check on my order?
You will receive an email notification once we have packed your order. You will also receive multiple shipping updates to your email or mobile phone throughout the delivery process. If you think your order is taking longer than expected please contact the courier (Australia Post / Couriers Please) via their website and lodge a customer enquiry to get a further update on your delivery.
What do I do if I have received the wrong item/order?
Not what anyone wants! As much as we try, human error can occur. If you have received the wrong order please email hello@cachia.shop with some photos of what you received so we can help you out asap!
RETURNS AND REFUNDS
Returns Policy
Customer satisfaction is very important to us. We pride ourselves in having top quality products and we offer a 30 day money back guarantee if you are unhappy with a purchase.
Returns Policy:
- Item(s) must be returned within 30 days of purchase; 30 days starts from the date of purchase to when it is received at our warehouse
- Item(s) must be unworn, unwashed and must have the original tag still attached.
- Item(s) must be in the original packaging which must be in original condition.
- If you item(s) match all of these conditions, you can lodge a return with us here. Please note there are no returns or exchanges for sale items. CACHIA reserves the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed. Please try and fold your garments when returning. Scrunched up items will be charged a $5 pressing fee.
- We do not accept returns or exchanges for sale items. Please be mindful of this when purchasing.
Who pays for return shipping?
All exchange shipping is done at the customer's own expense and we recommend you use a-prepaid traceable method to ensure safe and documented delivery. CACHIA takes no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable.
When will I receive my refund?
Returns send back via standard post will take approximetly 3-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. You will receive a notification once your return has been processed by us. If it has been longer than 3 business days please get in touch with your tracking number. Refunds will be returned via the same payment method as the customer's original payment. Depending on your card issuer, this can take up to 10 business days for the funds to show in your account.
What do I do if there is a fault in my garment?
Faults Policy:
- CACHIA must be notified within 60 days of purchase
- You will need to include photographs of the faulty item with a description of the fault
- You must include "proof of purchase", being either the order confirmation, invoice from CACHIA or bank statement.
If you are unable to photograph the fault we will require you to send the garment back to us, if deemend faulty we will refund you for both the item and return postage. We ask for you to please include postage receipt in the parcel.
All goods are quality checked prior to dispatch, however sometimes production faults are accidentality missed. If you think you have received a faulty item, please email us at hello@cachia.shop.
Payments
You can select your preferred payment method at checkout.
- We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
- We also offer After-Pay & ZipPay
OTHER FREQUENTLY ASKED Q&A
How do I find out about upcoming releases and restocks?
We release 1-2 new styles every week. New product and restock information will be posted on the CACHIA official Instagram account @cachia__.
You can also sign up to our mailing list to be the first to find out about product launches and restocks.
Can I order something on pre-sale?
We do not offer a pre-sale service.
Are CACHIA products sold anywhere else?
Cachia products are exclusively sold online at www.cachia.shop
The item I want is out of stock. what now?
Sorry to hear that! We are constantly trying to have a stock level that will keep up with demand, but some popular items do sell out fast. If we do decide to restock an item, we will let you know on Instagram.
Can I reserve items by adding them to my cart?
Unfortunately items cannot be reserved by holding them in your cart. Order transactions are completed in the order they are received. An item is only secured to you once purchase payment has cleared.
I had an item in my cart, and it was removed as I was checking out. What happened?
Unfortunately when certain products are in such high demand, the system will operate this way to avoid overselling an item. Order transactions are completed in the order they are received.
Gift Vouchers
CACHIA offer e-gift vouchers online. Gift vouchers will be emailed to the provided email address.
Are CACHIA products ethically made?
Yes, CACHIA is an Australian owned and operated Company, all products are designed in Australia.
We use a range of International Manufacturing Partners, the factories we use also supply major Australian Retailers as well as International Brands. These factories are audited every year by qualified and accredited independent assessors to ensure that all Australian and International standards are met and to ensure that workers are paid fairly for hours worked, have safe working conditions and where accommodation is required that they have a safe and clean place to stay.
We also send our Import Manager and other qualified Quality Control staff several times a year to check on not only the quality of goods being produced but carry out our own Ethical Sourcing Audits.