Frequently Asked Questions (FAQs)

Last updated: 3 October 2025

Below are quick answers aligned with our Shipping & Delivery Policy, Returns & Refunds Policy, Terms of Service, and Legal Notice.

Orders & Shipping

Q1. Do you ship internationally?
A. We currently ship only within Australia.

Q2. How long does delivery take?
A. Typical delivery is 7–14 business days from purchase: 2–5 business days handling + 5–9 business days transit. Timelines are estimates and can be affected by courier delays or weather.

Q3. Which couriers do you use?
A. We partner with trusted carriers such as Australia Post, Aramex, CouriersPlease, StarTrack, DHL eCommerce, and regional partners.

Q4. When will I receive tracking?
A. You’ll get a tracking email once your order ships. Please allow 1–3 business days after dispatch for tracking to update.

Q5. I entered the wrong address—what do I do?
A. Email support@cleayork.com within 24 hours of ordering with your order number and the corrected address. We’ll try to update it before dispatch but can’t guarantee changes after that window. If a parcel returns due to addressing issues, we can reship (postage may apply) or refund the product price minus original shipping.

Q6. Can my order be split into multiple packages?
A. Yes. Items may ship separately at no extra cost. You’ll receive tracking for each package.

Q7. My parcel shows no movement / is late—when is it considered lost?
A. If your order hasn’t arrived 45 working days after dispatch, contact us and we’ll investigate. If confirmed lost, you can choose a replacement or refund.

Q8. What happens if I miss delivery or refuse the parcel?
A. If a parcel returns to us due to refused or unclaimed delivery, we may deduct the actual shipping and return costs from your refund—even if your original order had free shipping.

Q9. Do prices include taxes?
A. Yes—prices are shown in AUD and include GST where applicable.

Returns & Refunds

Q10. What is your return window?
A. You have 30 days from delivery to request a return.

Q11. What condition must items be in for a change‑of‑mind return?
A. Items must be unused, in original condition, and returned with original packaging, tags, and accessories.

Q12. Who pays for return shipping?
A. We cover reasonable return shipping for faulty/defective, incorrect, or damaged‑on‑arrival items. For change of mind or customer error, you cover the return postage.

Q13. How do I start a return or exchange?
A. Email support@cleayork.com with your order number, the item(s), and the reason (include photos for damage/defect). We’ll issue an RMA with instructions and the return address. Please do not send items back without authorisation.

Q14. How long do refunds take?
A. After we receive and approve your return, refunds are issued to the original payment method within up to 7 business days. Your bank or card provider may need additional time to post funds.

Q15. Do you offer exchanges?
A. Yes—subject to stock availability. If the requested item isn’t available, we’ll process a refund instead.

Q16. Which items can’t be returned?
A. Unless faulty under the Australian Consumer Law (ACL): intimate apparel, swimwear, earrings/body jewellery; opened beauty/cosmetic products; perishables; gift cards/digital products; personalised/custom‑made and clearly marked final‑sale items.

Q17. My item arrived damaged—what should I do?
A. Contact us within 7 days of delivery with photos of the packaging and item. We’ll arrange a replacement or refund as appropriate.

Q18. Do I need proof of purchase?
A. Yes—please provide your order confirmation, receipt, or a bank statement showing the CleaYork transaction.

Products & Payments

Q19. Are product colours accurate?
A. We aim to display colours accurately, but variations can occur due to device screens and lighting.

Q20. Do you change prices or product details?
A. From time to time, we may update pricing, stock, or descriptions without notice.

Q21. Which payment methods do you accept?
A. You can pay securely at checkout using the methods offered on our site (e.g., major cards and other options available in Australia). Card data is encrypted during transfer.

Policy & Legal

Q22. Which laws apply to my purchase?
A. Our Terms state New South Wales, Australia law governs, and the ACL consumer guarantees apply.

Q23. Where can I read your policies?
A. See our Shipping & Delivery Policy, Returns & Refunds Policy, Terms of Service, Legal Notice, and Privacy Policy (links in the footer).

Q24. How do I contact support?
A. Email support@cleayork.com or use the Contact Us form. We usually reply within 1–2 business days (Mon–Fri, 08:00–16:00 AEST/AEDT).

If you can’t find your answer here, reach out—we’re happy to help.