Do you have questions, complaints, compliments?
Our customer service is happy to help you! Call or mail us anytime.
FAQ
When will my order be delivered?
We ship worldwide. Your order will be packaged really carefully and delivered wherever you want. Delivery takes between 2-4 business days Australia wide. You will receive an e-mail after ordering with more information about the delivery.
Docelli Shipping Process
- Orders are processed and collected from our Australian warehouse Monday - Friday AEST
- All items are shipped from our warehouse unless otherwise stated on product page
- Tracking information is emailed once items are dispatched
- Contact us at support@docelli.com.au with any queries about your order.
Shipping Costs
- Price will be calculated at checkout.
- If orders are undeliverable for any reason (not collected, customs taxes not paid for instance) and returned to us, we can only re-send if a second shipping charge is paid by the customer.
- All orders over 2kg in weight have to be sent Express as per courier regulations.
- See International Orders Information section below for more information regarding costs.
Delivery times
- Expected delivery time for Australian orders is 3-5 business days
- Deliveries are sent via EMS for international Express, and via Australia Post to local carriers for International Standard, and Australia Post in Australia.
- Selected orders may be available via DHL.
- If your order hasn't arrived in the expected time please contact us at support@docelli.com
- Shipping times are an estimate only and Docelli are not liable to factors outside our control*
International Orders Information
- The customer is required to contact their local postal service if a parcel is delayed, please contact us if you require their details.
- Please note international orders may be subject to customs inspections and import taxes unique to your country
- Please contact your local customs office to find out if/how much these taxes may be.
- Docelli have no control over these taxes, nor are they able to be pre paid
- We won't mark packages as gifts, or change pricing of goods to attempt to avoid any taxes.
- For DHL orders with taxes owning, if the customer refuses to pay these, the product will be destroyed and no refund given.
NEED HELP FINDING YOUR ORDER?
Email our friendly customer service team at support@docelli.com.au
Can I Return my product?
Orders can be returned or exchanged within 30 days of receiving the parcel, providing they are in original resalable condition.
I would like to speak with the customer service. How can I get in touch?
You can email and call us. We are there for you 24/7, every day.
support@docelli.com
What can I do if my item (or part of it) is damaged?
We work hard to deliver your items without damage. Orders can be returned or exchanged within 30 days of receiving the parcel, providing they are in original resalable condition.