We believe our products must meet your highest expectations - and so must our service. Our goal is your complete satisfaction with your order.
We use a reputable national carrier to deliver our products nationally.

All items in stock will be dispatched within 2 business days and delivered within 7 business days of order. Upon dispatch of order from our warehouse you will receive an email with a consignment number which can be tracked online.

Home deliveries will receive a phone call from our carrier to book delivery time for your order. All deliveries are shipped express.

Please see below for estimated transit times:
Due to Covid-19 shipping lead, times may vary

* Metro Melbourne & Sydney 2 business days
* Metro Adelaide 3 business days
* Metro Brisbane 3-4 business days
* Metro Perth 4-5 business days
* Northern Territory & Tasmania 5-7 business days

ORDERS & CANCELLATIONS
Once an order has been placed, no changes or
cancellations can be made to that order.

SHIPPING COSTS
All shipping within Australia is FREE.
All international shipping costs are included in the product price at checkout.
All items displayed are in Australian Dollars.
All prices include GST, taxes & duty were required.

All orders are dispatched daily, business days from Monday through to Friday. For Expressed orders, these must be placed before 11am for items to be dispatched the same day. All other Standard Delivery options will be shipped the next business day. Please allow for 3-5 working days for East Coast Areas. For non East Coast & Rural, please allow up to 5-10 working days.

All purchases will require a signature on delivery. Couriers will leave card to advise if no one is there to receive parcel. Orders placed on weekends and public holidays will be processed on the following business days.
A tracking number will be sent to you upon dispatch so that you can track the delivery of your goods. If multiple orders have been placed and some items are on backorder the items may be shipped in more than one shipment. Tracking numbers will be advised on multiple deliveries.

RETURNS
To qualify for a refund, items must be returned within 7-14 days from date of purchase & in to be in the original condition, unused, unwashed & have not been altered. Sales items are not eligible for refunds. Once original items have been returned & processed, refunds maybe take between 5-10 working days. We will endeavour to return all monies as soon as items have been received & accessed for quality control. Payment methods might be delayed depending on payment process received. Refunds will only be provided with original purchase. Shipping costs are non refundable.

INTERNATIONAL
Scarlett & Jola offer international shipping. International shipping is calculated based on freight services and availability to different regions. The shipping cost is calculated based on your location, order & weight of items at the checkout option on website. Please note: When orders shipped internationally reach your destination country, they may be subject to customs charges and clearance procedures that can cause delays beyond original delivery estimates. Unfortunately, we cannot be held responsible for any custom duties, foreign taxes or other fees which may be enforced. These will remain the responsibility of the customer. Please contact your local customs office for further information.

WHAT CURRENCY IS USED ON THE SITE
All products prices are listed in Australian Dollars.
If you are in the US or NZ prices will be listed in USD or NZD

ORDERING INFORMATION
For all online customer service and product enquiries, please email
orders@scarlettandjola.com.au

ITEM AVAILABILITY
If a sold out item is purchased, you will be notified by email as soon as possible and offered a suitable replacement, a credit note or a full refund.
Please note that items purchased for pre-order have an approximate date of delivery advised — this is subject to change in which case you will be notified by email.

REFUND & RETURNS POLICY
Scarlett and Jola do not not offer refunds on goods due to change of mind.
Refund is to be offered if the product is faulty beyond repair or if an alternate style is unavailable for exchange. Please make sure items are returned in an original condition with swing tags attached within 7-14 working days. Please contact orders@scarlettandjola.com.au with your return & our team can arrange for your exchange/ refund to be processed as soon as possible. For Australian returns, all exchange items will need to be returned within 7-14 working days from the date of purchase.

Items must be in original condition and must not have been used or altered. Allow another 5-10 working days for the exchange to be processed. If items are faulty or damaged, please advise us via email at orders@scarlettandjola.com.au so that our team can organise for items to be replaced or repaired. Please ensure all return items have original swing tags to ensure return. The refund team at Scarlett & Jola will assess the fault upon return of the product and reserve the right to repair or replace. If the item is no longer in stock, a full refund will be issued. Scarlett and Jola do not cover the return shipping costs — this associated cost will be the responsibility of the customer.

Sale & second items are not eligible for exchange.
We recommend using a reputable courier service to return items to us, and we advise you to take note of your tracking number. Design eleven co is not responsible or accountable for the loss of items being returned. Please get in touch to request a return address. For any other customer service enquiries, please send us an email.