Terms Of Service

PURCHASE & SHIPPING TERMS

Please take a moment to read through our Purchase & Shipping Terms to ensure that you understand your rights and obligations when purchasing items (Items) through the Iluka Cindi website (our Website).

By placing an order, you agree to be bound by these Purchase & Shipping Terms, which form the agreement between Iluka Cindi (ABN 58 625 631 450) (referred to as “we,” “us,” “our,” or “Iluka Cindi”) and you.

PURCHASES

When making a purchase, you must provide complete and accurate information. Additional details may be required at our discretion to ensure the accuracy of your order.

It is your responsibility to enter the correct delivery address and instructions during the order process. If you make an error with your delivery address, Iluka Cindi is not obligated to resend your order at our own expense. If you realize there’s a mistake after submitting your order, please contact us at customerservice@ilukacindi.com.au as soon as possible, and we will make every effort to update your details before dispatch.

PURCHASE PRICE

All prices on the Website are in the currency of Australian Dollar and exclude GST (if applicable). Your final charge will be subject to any international currency conversion fees charged by your bank.

We reserve the right to change prices on the Website without notice.

Please note that our prices do not include insurance or any additional shipping attempts.

PAYMENT

We accept payment via Visa, Mastercard, Amex, PayPal,

Once your payment is processed, you will receive a confirmation email. If we don’t receive cleared funds within 48 hours of your order, we’ll contact you at the provided email address to address the payment issue.

SECURITY

We take your privacy seriously. Your credit card details are not stored by us, ensuring that your online shopping experience is safe and secure.

PROCESSING OF ORDERS

Orders are processed on business days (Monday to Friday, excluding public holidays in Queensland, Australia). If your order is placed on a non-business day, it will be processed the next business day.

Please allow 24-48 hours for order dispatch. Orders placed before 1pm are generally dispatched the same day, although delays may occur. Orders placed on Mondays are typically dispatched on Tuesdays due to weekend volume.

Tracking information will be provided once your order has been shipped.

ORDER VALIDATION

If your order is flagged as suspicious or is of high value (over $500), we may request validation before dispatch. This may involve submitting identification or other verification forms.

DELIVERY TIME

Delivery times vary depending on your location:

Domestic (Australia): 5-10 business days for express delivery, longer for remote areas
International: Typically 11-17 business days, but this may vary depending on customs processing

For delivery time estimates, use the Australia Post delivery calculator with the postcode

SAFE DROP

In Australia, orders are sent as "Safe Drop" unless a signature is required. If you’d prefer to sign for your parcel, contact customer service to modify the delivery method.

SHIPPING

Order Pick-Up: Available at our warehouse, 1/32 Hoopers Road, Kunda Park QLD 4556. Please contact customer service to arrange a collection time.
Domestic Shipping: We ship within Australia via Australia Post and Dragonfly, with tracking included but without insurance. Signature is required for Dragonfly deliveries.
International Shipping: We ship internationally via DHL Express, but parcels may be forwarded to third-party couriers. International customers are responsible for any sales tax, duties, or customs charges.

DELIVERY TIMEFRAMES

While we aim to meet the following delivery times, they are not guaranteed:

Domestic (Australia, metropolitan): Next business day for express delivery
Domestic (regional): 1-3 business days
International: 5-11 business days

Delays may occur due to customs processing, and we cannot be held liable for these delays. If your order exceeds the estimated delivery timeframe, please contact us for assistance.

CANCELLATION OF ORDERS

Iluka Cindi reserves the right to cancel your order if we cannot fulfill it. If we cancel your order, we’ll contact you promptly.

You may cancel an order before it is shipped for a store credit or refund (excluding shipping costs), but items cannot be refunded if they’ve already been dispatched.

ITEMS MISSING IN TRANSIT

We are not responsible for parcels lost or delayed in transit by third-party carriers like Australia Post, DHL, or others. However, we will assist in tracing your parcel and lodging claims if necessary.

ITEMS MISSING FROM AN ORDER

If an item is missing from your order, please email info@ilukacindi.com with your order number and a photo of the parcel. We will investigate the matter and resolve it as soon as possible.

FAULTY ITEMS

If you receive a faulty item, please contact us immediately. We will assess the issue and issue a refund, including return postage if it’s the only item being returned. Note that items must be returned in unused, unworn, and unwashed condition with tags intact, in line with our Returns Policy.

RETURN OF ITEMS

Returns are governed by our Returns Policy, which you can find on our Website.

PROMOTIONAL OFFERS

Discount codes must be applied at checkout; we cannot issue refunds for codes that are missed during checkout. Ensure the code is activated before completing your purchase.

GIFT CARDS/CREDIT NOTES

Returns for items purchased with a Gift Card or Credit Note will result in a new Gift Card or Credit Note for the balance. Any extra expenses, like postage, will be refunded. If an item is unavailable due to inventory issues, a new Gift Card or Credit Note will be issued for the amount spent.

CONSENT

By accepting these terms, you consent to receive promotional communications from Iluka Cindi. You may unsubscribe at any time.

GOVERNING LAW

These terms are governed by the laws of Queensland, Australia.

ENQUIRIES

For any questions about our Purchase & Shipping Terms, please email info@Ilukacindi.com

Last Updated: 14th February 2025