Can I change the details on my order?
Our aim is to get your purchases to you as quickly as possible. Please email us immediately and if your order has not been processed then we can change the details on your order. Once your order has been processed we are unable to make any changes.
How do I order an item that is out of stock?
From time to time we will restock certain styles. You can subscribe to the waitlist on the product page by leaving your email address. We will also post updates about restocked styles on our Facebook and Instagram accounts.
Do you have an actual store I can come to?
We are an online store only. You’re welcome to get in touch via our Contact Us page if you have any questions or need any further information.
Do I need an account to shop with you?
We recommend creating an account when shopping with us. When you create an account you are given access to a personalised account dashboard. From your account dashboard you can view your recent orders, manage your shipping and billing addresses and edit your password and account details. We’ll also keep you up to date with all the latest news, product releases, discounts, sales and much more!
What payments do you accept?
All our online payments are processed securely through PayPal. Through this we accept a PayPal account or credit cards (Visa, MasterCard, Debit Cards). Please note that you do not have to have a PayPal account to pay using a credit or debit card. Credit or debit cards will be processed securely through PayPal. We also accept payments through Afterpay.
What is Afterpay?
Afterpay is a service that makes it possible to buy something now and pay it off in fortnightly installments. Visit the Afterpay website to learn more. Please note, if you are returning an item before all installments have been processed through Afterpay, your order will be treated as per our standard returns policy. Unfortunately, we are unable to cancel any orders placed through Afterpay.
How do I use a store credit?
You will receive an email from us that includes the details of your store credit. To use your store credit you need to enter the code into the coupon code field at our checkout and click ‘apply coupon’ to apply the credit to your purchase. All store credits are valid for 12 months from the date of issue.
Can I buy a gift voucher?
We are not currently offering a gift voucher service.
How much is shipping within Australia?
Within Australia, we offer free shipping on all orders over $49. Any orders under $49 will be charged a flat rate shipping fee of $7 which is applied to your order at the checkout.
How much is international shipping?
We charge a flat rate of $15.00 per order for shipping to New Zealand, Canada, United States and United Kingdom.
How will I know if my order has been shipped?
You will receive an email to notify you that your order has been shipped. You can track your order with a tracking number that will be emailed to you once your order has been lodged with Australia Post.
How long will it take for my order to arrive if I am in Australia?
We use Australia Post Parcel Post for all deliveries. In general, delivery is within 2 business days for metro customers and up to 5 business days for regional customers. If you need your parcel to arrive faster there is the option to upgrade to express post at the checkout. The cost to upgrade to express post is $3 per order.
How long will it take for my order to arrive if it is being sent overseas?
Delivery is estimated at between 3 – 5 working days for parcels being sent to New Zealand. Delivery to Canada, United States and United Kingdom is estimated at between 5 – 12 working days.
Do I need to be home for my parcel to be delivered?
When placing your order you will have the option to nominate for your parcel to be left without a signature if you are not at home. If you have not provided authority to leave your parcel when you are not home then you will receive a card which will provide you with instructions on how to collect your parcel. Please note that Chasing Case cannot be held liable for any parcels that are lost or stolen as a result of opting to leave your parcel unattended or due to specific delivery instructions left for the carrier.
Do you ship internationally?
We currently ship to New Zealand, Canada, United States and United Kingdom.
What do I do if I ordered the wrong size?
You are able to return your item and we will happily exchange for another size. Exchanges are offered along with free return shipping. Any returns or exchanges must be requested within 30 days of delivery. Unfortunately we can’t guarantee that your size will be in stock when we receive your return and in this case we will issue you with a store credit. Items must be returned in original condition with tags still intact.
What do I do if I receive a faulty or damaged item?
Every effort is made to ensure that the items shipped to you are in pristine condition. In the unlikely event you receive incorrect, damaged or faulty items please contact us via email at firstname.lastname@example.org.
How do I return an item?
If you need to return an item then we request that you do so as soon as possible and within 30 days of delivery. A copy of the returns and exchanges form is included in all parcels or can be requested by emailing is at email@example.com. Items must be returned in original condition with tags still intact. Please refer to our Shipping & Returns page for more information.
The cost of return shipping is at the customer’s expense and we strongly suggest that you send your returns using a traceable method. Unfortunately without the items we cannot issue an exchange or store credit.
Once received, all returns and exchanges will be processed within 5 working days.
Do I have to pay for postage to return an item?
The cost of return shipping is at the customer’s expense. We kindly offer free shipping on your first replacement order. Unfortunately without the items we cannot issue an exchange or note of credit. We strongly suggest you send your returns using a traceable method. PayPal may refund your return shipping costs on eligible PayPal purchases. See PayPal for more information on refunded returns.
How will I know that you received my return?
We will process your return within 5 business days of your item(s) being delivered to us. Once your return has been processed you will receive an email confirming your return has been processed and if applicable, that a store credit has been applied to your account.
Can I get a refund instead of a store credit or exchange?
Under Australian Consumer Law, we are not required to offer refunds on wrong selections or change of mind purchases. In the unlikely case you have received a faulty item we will offer a replacement for that item. If we are unable to offer a replacement for that item we will then issue you a full refund.
Can I return a sale item?
Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind in regards to colour, size and fit.