Shipping policy

Last updated: 23 July 2026

At CairnVale, we are committed to providing a clear, reliable and transparent delivery experience.

This Shipping Policy explains how orders placed through www.cairnvale.com are processed, dispatched and delivered.

By placing an order with Cairnvale, you agree to the terms set out below.

Shipping Destinations

Cairnvale currently ships exclusively to delivery addresses within Australia.

We currently ship to:

• Australian residential addresses; and
• Australian business addresses.

We do not currently offer international shipping.

Orders submitted with a delivery address outside Australia may be cancelled and refunded.

Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully received.

Business days are Monday to Friday, excluding Australian public holidays and any public holidays observed at our fulfilment location.

Processing time is separate from the estimated delivery time of 3-10 business days.

During peak periods, sales events, public holidays, or periods of unusually high demand, processing may take longer than usual.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

For questions about the status of your order, please contact us at support@cairnvale.com.

Order Changes and Cancellations

Please check your:

• Name;
• Email address;
• Shipping address;
• Product selection;
• Size;
• Colour; and
• Quantity

before submitting your order.

To request a change or cancellation, contact us as soon as possible at support@cairnvale.com.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been transferred to our fulfilment or delivery partner, we may be unable to change or cancel it.

Submitting a change or cancellation request does not guarantee that the request can be completed.

Shipping Rates

We offer free standard shipping on all orders within Australia.

All prices are displayed in Australian dollars unless stated otherwise.

Cairnvale reserves the right to update its shipping rates and free-shipping threshold. The shipping charge displayed and accepted during checkout will apply to the relevant order.

Estimated Delivery Times

Estimated delivery times begin after an order has been dispatched.

Most Australian orders are expected to arrive within 3-10 business days after dispatch.

Delivery times are estimates only and are not guaranteed. Delays may occur due to:

• Severe weather;
• Natural disasters;
• Carrier congestion;
• Public holidays;
• Peak sales periods;
• Remote delivery locations;
• Customs or border processing;
• Transport interruptions;
• Incorrect or incomplete shipping address information; or
• Other circumstances beyond our reasonable control.

If your order is delayed, we will take reasonable steps to assist you.

Tracking

Where tracking is available, customers will receive a tracking number by email after their order has been dispatched.

Tracking information may take up to 1–3 business days to become active after the parcel has been handed to the carrier.

Temporary gaps between tracking updates do not necessarily mean that a parcel has been lost.

If your tracking has not been updated for more than 5 business days, please contact us at support@cairnvale.com. We will investigate the shipment and, where appropriate, contact the carrier or fulfilment partner.

Customers can track their order through:
https://jouwdomein.com/pages/track-your-order

Delivery Partners

Cairnvale works with trusted shipping and logistics partners to deliver orders across Australia.

The carrier used for your order may vary depending on the delivery address, parcel size, fulfilment location, and service availability.

Unless expressly stated during checkout, CairnVale cannot guarantee that a particular delivery carrier will be used.

Incorrect or Incomplete Addresses

Customers are responsible for providing complete and accurate delivery information at checkout.

CairnVale is not responsible for delays or delivery issues caused by incorrect or incomplete address information provided by the customer, including:

• An incorrect street number;
• An incomplete apartment or unit number;
• An incorrect postcode;
• A misspelled suburb;
• An incorrect state;
• An inaccessible delivery address; or
• A missing business or company name.

If you notice an error in your delivery address, please contact us immediately at support@cairnvale.com.

If your order has not yet been processed, we will do our best to update the address. However, we cannot guarantee that changes can be made once order processing has begun.

Failed Delivery and Returned-to-Sender Parcels

A parcel may be returned to CairnVale or our fulfilment partner if:

• The delivery address is incorrect or incomplete;
• The recipient is unavailable;
• The parcel is not collected from a collection point;
• Access to the property is restricted;
• The recipient refuses the delivery; or
• The carrier cannot safely complete the delivery.

If a parcel is returned due to an error or failure caused by the customer, the customer may be required to pay the applicable shipping costs for redelivery.

Where appropriate and permitted by law, we may instead issue a refund after deducting the original shipping and return shipping costs.

We will contact the customer before arranging redelivery or processing any applicable refund.

Nothing in this section limits any rights available under the Australian Consumer Law.

Delayed Deliveries

If your order has not arrived within the estimated delivery timeframe, please:

• Review your tracking information.
• Check for any attempted delivery notices.
• Check your letterbox and any nominated safe location.
• Check with household members, reception, or building management.
• Contact us at support@cairnvale.com.

Please include the following information:

• Your full name;
• Your order number;
• Your shipping address; and
• Your tracking number.

We will investigate the delay with the relevant carrier or fulfilment partner and keep you informed of any updates.

Nothing in this section limits your rights under the Australian Consumer Law.

Lost Parcels

A tracking delay or missed scan does not automatically mean that a parcel has been lost.

If you believe your parcel is lost, please contact us at support@cairnvale.com.

We will investigate the shipment with the relevant carrier or fulfilment partner.

If necessary, we may ask you to provide additional information, including:

• Confirmation of your delivery address;
• A declaration that the parcel was not received; or
• Other information reasonably required to complete the investigation.

If the carrier confirms that the parcel has been lost, we will provide an appropriate resolution, which may include:

• Sending a replacement;
• Issuing a refund; or
• Another suitable solution, where appropriate.

Nothing in this section limits your rights under the Australian Consumer Law.

Parcels Marked as Delivered but Not Received

If your tracking information shows that your order has been delivered but you cannot locate it, please first:

• Check around your property and any safe delivery locations.
• Check with household members.
• Check with neighbours.
• Check with your building reception or management, if applicable.
• Review any available proof of delivery.
• Allow up to 48 hours, as some delivery scans may be updated before the parcel is physically received.

If you still cannot locate your parcel after 48 hours, please contact us at support@cairnvale.com. We will work with the carrier to investigate the delivery.

A tracking status of "Delivered" does not automatically prevent us from investigating the matter or providing any remedy required under the Australian Consumer Law.

Damaged Parcels or Products

If your parcel or product arrives damaged, please contact us as soon as possible at support@cairnvale.com.

Please include:

• Your order number;
• A description of the damage;
• Clear photographs of the outer packaging;
• Clear photographs of the shipping label; and
• Clear photographs or a video of the damaged product.

Please do not dispose of the packaging until we confirm that it is no longer required.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide:

• A replacement;
• A repair, where appropriate;
• A full or partial refund; or
• Another appropriate remedy.

Missing or Incorrect Items

If your order contains an incorrect item or an item is missing, please contact us within 7 days of delivery at support@cairnvale.com.

Please include:

• Your order number;
• Photographs of all items received;
• Photographs of the packaging;
• A photograph of the shipping label; and
• A description of the missing or incorrect item.

We will investigate the issue and provide an appropriate resolution.

Customs, Import Duties and GST

Cairnvale currently delivers only to Australian addresses.

Orders are fulfilled from overseas.

Where applicable, GST, import duties, and customs clearance charges are paid by Cairnvale. Customers should not be required to pay any additional import charges upon delivery.

Holiday and Peak-Period Deliveries

Delivery times may be longer during:

• Black Friday and Cyber Monday;
• Christmas and New Year;
• Public holidays;
• Major promotional periods;
• Severe weather events; and
• Carrier peak periods.

To receive an order before a specific date, we recommend placing your order as early as possible.

Unless we have expressly confirmed a guaranteed delivery service, CairnVale cannot guarantee delivery before Christmas, birthdays, holidays, or other special occasions.

Shipping Restrictions

CairnVale currently ships only within Australia.

We do not currently ship to:

• Addresses outside Australia;
• PO Boxes; and
• Australia Post Parcel Lockers.

If we are unable to deliver to the address provided during checkout, we will contact you as soon as possible at support@cairnvale.com.

Australian Consumer Law

This Shipping Policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Our products come with consumer guarantees that apply automatically where required by law. Nothing in this Shipping Policy is intended to override your statutory consumer rights.

Contact Information

For questions about shipping, tracking, or delivery, please contact:

CairnVale Customer Support
Email: support@cairnvale.com
Website: www.cairnvale.com

We aim to respond to all enquiries within 1–2 business days.