Customer Service

Shipping & Delivery

At Calcoup, we send all items through Australia Post, but we may at our discretion, elect to you use a more suitable method of delivery such as courier. The delivery method is solely dependent about the size of your order. All costs for delivery are to be paid by you at the time your order is being processed. Once you have submitted an order and subject to product availability, we endeavour to dispatch the product from our warehouse within forty-eight (48) hours. Please allow up to seven (7) days Australian domestic orders, once the goods have been dispatched from our warehouse. There may be times when, despite our best efforts, parcels are delayed in the delivery process. We will always endeavour to work with our delivery partners to ensure prompt arrival of your products.

We will deliver to most international destinations. To place an order from outside Australia please contact us to arrange.

It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. We will provide you with an estimated date for delivery of all parcels. While we make every effort to deliver by this time, all dates specified are estimates only.

Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from a delivery. You agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.

Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged (not arising from a manufacturing default) after the goods have been delivered to your designated location. Risk in the goods passes to you once the goods have been delivered to your designated location.

Product Availability & Status

Definitions:

When you place an order in respect to any of our products, the following terms may be used to define the status of the product:

In-stock: Usually ships within 24-48 hours.

On Order: This product is not currently in stock.

Pre Order: This product has not been released as yet and will display a future date.

Release Dates: We do our best to supply and update you with the most current information available; however, product release dates are subject to change at short notice.

Limited Stock Available: means the product is almost sold out and will be discontinued thereafter. You are unable to order more than the stock we have available and will only accept immediate payment for this item by credit card. Offline payments will not be accepted due to limited stock levels and the time delay involved.

Security Policy

All online payments are processed through the PayPal system. In the event that you are unable to operate a PayPal account please refer to our Offline Payment options below. Submission of your personal details and credit card information is bound by the terms and conditions of use of the PayPal system and our Privacy Policy. Whilst our order forms may ask you to submit personal information, such information is encrypted and is protected with encryption software. We are not responsible for any loss or damage (including misdirected emails or deliveries) which may occur because you have not provided PayPal or us with complete, accurate and current information. If you require further information on the PayPal system please refer to its website www.paypal.com.

Pricing

All prices, charges and transactions are in Australian Dollars (AUD) and exclude GST. We will always sell our products at the recommended retail price (excluding sale items) however we reserve the right to change prices without prior notice. In any event, the correct price will be confirmed at the time your order is processed. Calcoup will not be responsible for any currency conversion charges you may incur. Calcoup uses a secure third-party payment processor to keep your credit card details safe. The prices shall be increased by any Goods and Services Tax (GST) and any other statutory taxes or charges from time to time.

Offline Payment

If you are still not comfortable purchasing online you may contact us directly to organise a purchase. Contact us to organise an Offline order.

Returns Policy

Calcoup has grown a reputation for excellence and quality in knitwear. We strive to extend this to all areas of our business, including customer service.

Garments for each order are quality checked and packed before dispatch to ensure you are getting a quality product. However, should an item arrive faulty or damaged as a result of a manufacturing default, we will happily arrange replacement, exchange or a full refund. We do however require customers to return these items to us at their own expense, prior to any proceeding action. We reserve the right to refuse a return on any product that does not deem itself faulty or damaged. The garments must be returned in original condition, with tags still attached and must be received within fourteen (14) days of purchase accompanied with proof of purchase, your name, contact details and reason for return. Items may be exchanged for items of the same value or in exchange for a credit note to the value of the item. Credit notes are valid for twelve (12) months.

If you choose to exchange a product for any other reason, then the delivery costs are non-refundable unless we have made an error on your order. This Returns policy does not apply to items purchased at sale prices, for change of mind or the wrong size. No exchanges or refunds will be given unless the product is deemed faulty. Unfortunately we cannot refund any postage, freight or courier costs incurred. We endeavour to provide details of sizing as best we can but are not liable for any inaccuracies. Please select your orders carefully.

Return to: Calcoup Knitwear, PO BOX CP224 Condell Park, NSW Australia 2200.

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