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FAQs

Return & Exchange

How and where do I return my online purchase?

  1. You can either choose to drop the items off at your local Curtain Wonderland store or;
  2. You can post the items back to your nearest Curtain Wonderland store at your own cost for a change of mind return.
  3. Please ensure the tax invoice is included along with the items when you drop or post the items back to the store.

How do I exchange my online purchase?

  1. Exchanges for online purchases can only be done in store.
  2. You can exchange your online purchase only if it is the same value.
  3. If there is a price difference, our store will have to submit a refund request to our refund team and then you can purchase another item in the store.
  4. Your Online refund may take up to 3 to 7 business day to process.

Can MY Return or Exchange request be rejected?

Yes, our staff may reject your request for one of the following reasons:

  1. Your request is made 14 days after you received all goods ordered.
  2. The returned items are not in re-sellable condition.
  3. If it is a clearance item (these items are clearly marked on your invoice).
  4. Or if it is a quilt insert, mattress topper, pillow protectors or pillows. We do not accept returns or exchanges for these items for hygiene/health reasons unless it is faulty.

What does "Re-sellable Condition" mean?

  1. The item you wish to return, or exchange has all of its original packaging, and is packed the way it was received.
  2. No damage has been done to the item and its packaging.

What do I need to do if received Faulty or Wrong items?

If you have received a faulty or wrong item, please contact us immediately by:

  1. Sending an email to e-reception@curtainwonderland.com.au within 48 hours of receiving your items.
  2. Make sure your tax invoice or invoice number and a photo is attached in the email.
  3. Our online team promises to respond to your email enquiry within 2 business days.

Please note, our stores use recycled cardboard boxes to deliver Venetian and Roller Blinds. Please open the cardboard boxes to check the actual packaging before making an enquiry.

What if the colour of curtains I have received is different to the website?

Colour variation may occur due to different colour calibration between the product and the screen, or due to different dye lot batches. Therefore,

  1. Return due to a slight colour difference will be categorised as a change of mind (return postage at your own cost).
  2. Return due to a significate colour difference will be categorized as wrong item received (return postage will be cover by us).

Shipping & Delivery

How can I find my order status?

  1. If you are a Décor Member, you will be able to track your order and view your tax invoice from our website by simply logging into your account.
  2. If you made an online purchase as a guess customer, you will receive an Auto-email from us with your tracking number once your order has been dispatched.

When will I receive my order?

We will try our best to dispatch your order within 3 business day period, however, we cannot guarantee the delivery date. Please refer to the ETA provided by the courier service.

What do I do if I have not received my order by the ETA?

Please contact the courier company directly to see if they can chase your parcel.

If you do not get a response from the couriers customer service, please email tracking@curtainwonderland.com.au, and our online team will investigate your claim and will get back to you within 2 business day.

I realized the shipping address is incorrectly shown on the Tax invoice, what do I do?

Please email e-reception@curtainwonderland.com.au immediately along with correct shipping address.

  1. If the parcel has not been dispatched, we will able to correct the shipping address.
  2. If the parcel has already been dispatched, there will be an additional $15 fee charged for redirection.
  3. It is your responsibility to ensure the shipping address is correct before checkout.

Refund

Does the shipping fee will be refunded for change of mind?

For Change of mind refund, the shipping fee will not be refunded.

Will the shipping fee be refunded for faulty or Wrong item received?

Yes, if you decide to choose refund for the faulty or wrong item received instead of replacement, we will refund.

How long does the refund process take?

  1. Once the refund request has been submitted, please allow up to 7 business day for processing.
  2. If you have not received your refund after 7 business day, Please send an email enquiry to Online.refund@curtainwonderland.com.au.
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