Shipping policy

 

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation.

You will receive another notification with tracking information when your order has shipped. 

We are located and ship from Melbourne, Victoria.

We offer free Standard shipping for Australia on all orders over AUD $120 and Express Shipping on all orders over $180. No cupon required.

Just a reminder that the processing time is separate and in addition to the shipping times estimates.

We use Australia Post as our shipping company. Delivery delays may be experienced due to COVID-19 disruptions and extreme weather conditions and, unfortunately, we have no control over them. Note that Australia Post's next-business-day guarantee is currently suspended, however, the Express Post option remains their fastest postal service.

You can check the Australian Post website for more information about Covid-19 impacts on this link: 
https://auspost.com.au/service-updates/current-covid-19-impact

During Mid-year (End of Financial Year), Black Friday Sales and Christmas we usually experience higher volume of orders and might take longer pro process your orders.
Another thing to consider, especially around Christmas, Mother's and Father's day, and Valentine´s day is that Australia Post will also have an increased volume of orders and might take longer to deliver the parcels and that is outside our control. 

What if I entered the wrong address at checkout?

If you have entered the wrong address at checkout or your address is missing key information such as a unit number, please notify us immediately. Failure to notify us before the order has already been shipped out will mean it is unlikely that Australia Post will be able to make changes to the delivery address. In this case, it will say "delivery failed" and it will be returned to us (Cisterli). If this occurs as a result of failing to notify us in time, then you will need to pay the cost to have your order reshipped to the correct address once it is returned to us.

My parcel was not delivered and I received a Missed Delivery Note

When you're not home, the parcel does not fit your mailbox or the driver does not think there is a safe location to leave the parcel, Australia Post will leave a Missed Delivery Note to collect your parcel at the nearest Post Office (it will have the address and working hours and also an authorization for another person to collect for you).
If you're collecting a parcel after a missed delivery, your ID will need to include the delivery address.


If the parcel is not collected within 10 business days, it will be returned to us (Cisterli) and you will need to pay the cost to have your order reshipped.

For more information on what IDs are accepted, how to authorize people to collect the parcel for you and information about Parcel Lockers, visit  https://auspost.com.au/receiving/collecting-missed-deliveries


Shipping Rates and Estimates within Australia

Standard Shipping

We offer a $14.90 flat rate shipping Australia-wide.

Express Shipping

We offer a $19.90 flat rate Express shipping Australia-wide.

Note that flat-rate shipping covers orders with up to 5kg.
For larger orders, please contact us on Instagram @cisterli, via e-mail:contato@cisterli.com or +61 435 530 619 for a quote.

We are located and ship from Melbourne, Victoria.

Average delivery time (in business days):

Express Standard
ACT
 2-3 days 3-4 days
NT 3-5 days 8-12 days
NSW 2-3 days 3-4 days
QLD 2-3 days 4-6 days
SA 2 days 3-5 days
TAS 2 days 3-5 days
WA 2-4 days  5-7 days

Average delivery time extracted from Australia Post website on 29/03/2023. You can check the Australian Post website for more information on domestic delivery times from this link: https://auspost.com.au/service-updates/domestic-delivery-times

 


Local pickup

You can skip the shipping fees with free local pickup in Melbourne. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9am-5pm on Mondays and Wednesdays.

The collection point is: 470 Collins Street, Level 4, Melbourne VIC 3000
Contact Cintia Anzai at +61 434 774 041

Please have your order confirmation email with you when you come.


International Shipping

We offer international shipping to New Zealand and the rate is calculated by weight.
All prices on our website are in Australian Dollars (AUD$), including shipping rates.


Weight

Price

up to 1 kg

$18

1 kg to 1.5 kg

$24

1.5 kg to 2 kg

$28
2 kg to 3 kg $34
3 kg to 4 kg $40
4kg to 5 kg $45

 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Cisterli is not responsible for these charges if they are applied and are your responsibility as the customer.

Note that the website will calculate the weight estimate automatically and restrict orders with over 5kg to New Zealand.
If that is the case, there will be an error message at the checkout saying that the shipping is not available for the selected address. However, we can still send it to you, but with a different shipping rate.

Please contact us on Instagram @cisterli, via e-mail:contato@cisterli.com or +61 435 530 619 for a quote.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 15 business days of receiving your shipping confirmation email, please contact us at contato@cisterli.com with your name and order number, and we will look into it for you.

To track your order you can just follow the link on the e-mail or use the link bellow with the tracking number provided on the shipping confirmation e-mail: https://auspost.com.au/mypost/track/#/search

 Alternatively, you can log-in on the website to follow ou on your puchase.


Refunds, returns, and exchanges

We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at contato@cisterli.com with your order number and a photo of the item’s condition.
If the damage is due to delivery handling, we will also need you to take the items and parcel box to your nearest Australia Post Agency to open an inquiry. 


We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

You can check the full Refunds, return and exchange policy on this link: https://cisterli.com/pages/politica-de-troca-e-reembolso

If you have any further questions, please don't hesitate to contact us at contato@cisterli.com.