FAQ

Find quick answers to the questions we are asked most often. If your question is not covered here, contact us at contact@sundelle.shop — we aim to reply within 24 hours.

Orders

How do I place an order?

Choose your product, select the colour or size option you want, click "Add to cart" and follow the secure checkout. You will receive an order confirmation e-mail as soon as your order is placed.

Can I change or cancel my order?

Yes — as long as it has not been dispatched. E-mail contact@sundelle.shop with your order number as early as possible. Once an order has shipped it can be returned under our Return & Refund Policy.

Do I need an account to order?

No. You can check out as a guest. Creating an account simply lets you view your order history and save your details for next time.

Shipping

Where do you ship?

We currently ship within Australia only.

How much does shipping cost?

Shipping is free on every order within Australia — no minimum purchase, no hidden fees.

How long does delivery take?

Orders placed before 5:00 PM (AEST/AEDT) on a business day are processed the same day. Handling takes 1–2 business days and transit 5–7 business days, so the total estimated delivery time is 6–9 business days. Regional and remote areas may take slightly longer. Full details are in our Shipping Policy.

How can I track my order?

Once your parcel is dispatched you will receive an e-mail with your tracking number. You can also use the Track Your Order page at any time.

Returns & Refunds

What is your return policy?

On top of your Australian Consumer Law guarantees, we offer a voluntary 30-day change-of-mind return policy from the day you receive your order. Change-of-mind items must be unused, uninstalled and in their original packaging with all parts included. See our Return & Refund Policy.

Who pays for return shipping?

For change-of-mind returns the customer covers the return postage. If an item arrives faulty, damaged or incorrect, we cover all return shipping costs and never charge any fees.

Do you charge restocking fees?

No. You are refunded the full product price you paid.

How long do refunds take?

Approved refunds are issued within 5 business days of receiving and inspecting your return, to your original payment method (Visa, Mastercard, American Express, Apple Pay or Google Pay). Your bank may take a further 3–5 business days to show the credit.

Can I exchange an item?

Yes. Follow the return process and tell us which colour, size or design you would like instead. Exchanges are subject to availability.

My item arrived damaged — what should I do?

E-mail us promptly with your order number and clear photos of the damage. We will arrange a replacement or a full refund at no cost to you, in line with your Australian Consumer Law rights.

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. All payments are processed through SSL-encrypted, certified payment providers; we never store full card details on our own servers. See our Payment Policy.

Are prices inclusive of GST?

Yes. All prices are shown in Australian dollars (AUD) and include GST. The price you see is the price you pay.

Products

Are your wall clocks silent?

Our quartz clocks are designed for quiet operation; the cat-design clock is specifically a silent, non-ticking movement. Product pages list the movement type for each clock.

Can the wall lamps be used outdoors?

Only the models marked IP65 / weatherproof are suitable for outdoor use. Please check the product description and have any mains-wired fitting installed by a licensed electrician in line with Australian regulations.