FAQ's

Shipping & Delivery

Where do you ship to?
We currently deliver Australia-wide from our Sydney warehouse.

How long will my order take to arrive?
We generally dispatch your order within 1 business day (Mon–Fri). Delivery typically takes 2–8 business days (Mon–Fri) after dispatch, depending on your location.

Which couriers do you use?
We work with a range of trusted carriers such as Allied Express, Australia Post and Direct Freight, and may use other partners as needed.

Will I receive tracking?
Yes. Once your order has been shipped, you’ll receive a tracking number (when available) so you can follow your delivery’s progress. If you need help tracking, email us at hello@casabelle.com.au.

What should I do when my order is delivered?
Please inspect your rug or item as soon as it arrives. If there is visible damage to the packaging or product, note this with the driver and contact us straight away. For concealed damage with no visible packaging issues, let us know within 5 business days of delivery and keep all packaging for inspection.

Returns

What is your return period?
You can initiate a return within 35 days from the date your order is delivered. Returns are subject to a 20% restocking fee and return shipping costs, except for faulty items.

What condition does my rug need to be in to be eligible for a return?
To be approved for a return, your item must be in its original condition and packaging. We cannot accept returns that show:

Pet hair or dander
Dirt or grass stains
Signs of wear, washing or improper care
Damage, deterioration or other stains

Items that are returned in a condition we reasonably consider unsellable may not be refunded.

How do I start a return?
Please email hello@casabelle.com.au with your order number and details of the item you’d like to return. If your return is accepted, we’ll confirm the next steps and provide return instructions (and a label where applicable).

How long do I have to send my return back once it’s approved?
Once you initiate a return, the item must be returned to us within 14 days.

Who pays for return shipping?
For change-of-mind returns, you are responsible for:

20% restocking fee (per item)
Return shipping costs

These amounts are deducted from your refund. For faulty items that are confirmed by us, these fees do not apply.

Can I return sale items, custom products or gift cards?

Sale items and gift cards are final sale and cannot be returned or refunded.
Custom products (such as special orders or personalised items) are generally not returnable. If you’re unsure about your specific item, please contact us before placing or returning an order.

Can I return an item that’s been used?
No. Rugs must be unused, unwashed, free from pet hair, dirt and stains, and in their original packaging (or similar protective packaging) to be eligible for a refund.

Refunds & Exchanges

How do refunds work?
Once your return reaches our warehouse (allow up to 10 business days in transit), our team will inspect the item. This inspection can take up to 5 business days. If your return is approved, your refund will be processed back to your original payment method, minus the 20% restocking fee per item and any freight/return shipping charges (for change-of-mind returns).

Please note that banks and card issuers may take additional time to post the refund to your account.

Do you offer exchanges?
We don’t process direct exchanges. The quickest way is to:

Return the original item following our return process.
Place a new order for the rug or item you would like instead.

What if my rug arrives damaged, defective or incorrect?
If your order arrives damaged, defective or not what you ordered, please contact hello@casabelle.com.au as soon as possible with photos and your order number. We’ll assess the issue and work with you on an appropriate resolution under Australian Consumer Law (such as repair, replacement or refund). In cases of confirmed faults, restocking and return shipping fees do not apply.

Do these policies affect my rights under Australian Consumer Law?
No. Our policies are designed to sit alongside your rights under the Australian Consumer Law. Nothing in our returns or refunds policy limits or excludes your statutory consumer rights.

Order Changes & Support

Can I change or cancel my order after placing it?
If you need to update or cancel your order, contact us at hello@casabelle.com.au as quickly as possible with your order number. If your order has already been dispatched, it may need to be handled as a return under our standard policy.

How can I contact Casa Belle?

Email: hello@casabelle.com.au
Address: 152A Miller Rd, Villawood, NSW 2163, Sydney, Australia
Opening hours: Monday–Friday, 8am–4pm (AEST/AEDT)