1. Shipping

1.1. Shipping Cost & Time

VACASES offers Free STANDARD Shipping in Australia on orders over $20AU, and we have EXPRESS shipping available for urgent orders. For orders not eligible for free shipping （less than $20AU）, the STANDARD postage will be $6.99AU only. Our orders are shipped and delivered on business days; public holidays are excluded.

STANDARD shipping:2-5 Business days

EXPRESS shipping:1-3 Business days

*As with all freight, including post, delays can unfortunately occur but from our side, we try and be as efficient as possible. Note, that the courier may leave the parcel if no one is home.

1.2. Do you ship overseas?

YES! Most countries are OK however there are some limitations in some countries. We offer Free INTERNATIONAL STANDARD Shipping on orders over $60AU, it takes 3-15 business days, depending on where you reside. Note, the courier may leave the parcel if no one is home.

*Orders outside of Australia are shipped via AUS POST INTERNATIONAL OR other major courier companies and are shipped on a DDU (Delivery Duty Unpaid) basis. This means as the recipient, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; We are unable to cover charges that may be issued to you.

 1.3. Where my order will be shipped from?

We are a 100% Australian company located in Melbourne. Our orders will be shipped from Melbourne by Australia Post or OTHER major courier companies depending on your location.

 1.4. Can I track my order delivery?

Yes, the tracking number will be sent to your email once the order has been dispatched

 1.5. How many days my order can be dispatched/fulfilled?

Orders will be dispatched on the same or the next business day unless we have additional information on the product page/home page. However, note that orders will only be shipped when your credit card payment has been approved and the billing and delivery address are verified.

 1.6. What if I add the wrong postal address?

If you realize your mistake straight away, please contact us. If the parcel has not been sent, we will update you. If the parcel has been sent and gets returned to us a re-delivery fee will need to be paid before this is re-shipped. An invoice for this will be provided.

 1.7. There is a missing/defective/incorrect item in my order, what should I do?

Please contact our Customer Care Team at sales@vacases.com.au with photos/videos of the product and we will get back to you as soon as we can.

 1.8. I have not received my parcel, what should I do?

Even if it's rare, AusPost and other courier companies may lose the parcel. Please contact our customer support at sales@vacases.com.au, and our customer service team will assist you with the issue.

 

2. Returns Policy

*Please get in contact with customer service before returning an item.

*It must include a valid original purchase order number from vacases.com.au. Purchases made outside of vacases.com.au must contact the respective seller for returns.

 2.1. If you received a product that is unusable or faulty?

We will happily accept the return of any product that is damaged, you must contact us via email within 24 hours of receiving your goods and provide photo evidence for verification. You will be issued a return address of where to send your goods, and they must be received back within （14） fourteen days of the purchase date, in the condition they originally arrived in, to be eligible for either a replacement or a full refund of the purchase price.

 2.2.  If you have ordered the wrong colour or size?

we may offer you a store credit for the purchase amount minus the postal cost. The store credit will be validated for 1 year. Goods returned to us must be unused and in perfect re-saleable condition (including product packaging, instructions, etc.) otherwise we will not be able to refund you. Items must be returned within (14) days of the purchase date.

*Please note, postage will NOT be refunded （if any）, and for "free Australia shipping" orders there will be a $10AU handling fee deducted from the refund. And 40AU for “free international shipping”

 2.3. If you change your mind?

If you instigate a return due to a change of mind, you will be responsible for all associated costs due to returning the item. Sale goods are non-returnable unless faulty. They must be received back within （14） fourteen days of the purchase date in a refundable condition （unused & resell condition）. we will process the refund as a store credit excluding the postage.

 

3. Others

3.1. What are the materials used?

VACASES uses high-quality materials such as Thermoplastic polyurethane, Acrylic, Silicone, Polycarbonate etc. All materials ensure your phone against scratches, drops, and other damages. Also, they provided a comfortable grip for daily use. while also maintaining quality and durability, so that your VACASES will stand the test of time.

*Please kindly be aware that, will become yellow/dirty by use in a few months' time （mainly because infest by sweat）. It's normal and it will be a lot better than the other clear cases on the market.

3.2. How to clean Vacases case?

Mix water and a few drops of dish soap. Dip a nonabrasive cloth in the soapy water. Rub your clear phone case with the soapy cloth, taking special care to get into the nooks and crannies or any spots that are particularly soiled. Rinse your case with water and wipe it off with a dry cloth or let it air dry. However, some textures may come off depending on your process. Please clean it with caution.

3.3. Something else?

You can contact us through our contact page! We will be happy to assist you.