COVE SYDNEY — DELIVERY, RETURNS & REFUNDS
Effective date: 19 August 2026
This page explains Cove Sydney’s delivery, returns and refund arrangements for purchases made through our Instagram, Square Payment Links and other authorised sales channels.
These arrangements operate alongside Cove Sydney’s Terms & Conditions and do not limit any rights customers have under the Australian Consumer Law.
- Delivery
Australia-wide delivery
Cove Sydney currently delivers within Australia using Australia Post.
Delivery is included in the displayed product price. No separate shipping charge is added at checkout unless expressly stated otherwise for a particular product or promotion.
Dispatch timeframe
Orders are generally dispatched within 1–3 business days after successful payment.
Dispatch time refers to the time Cove Sydney takes to prepare and hand the order to Australia Post. It does not include Australia Post’s delivery time.
Australia Post delivery
Once an order has been dispatched, Australia Post’s delivery timeframe depends on the destination and service used.
Delivery times may be affected by:
destination
weekends and public holidays
peak periods
weather
transport disruptions
other circumstances outside Cove Sydney’s reasonable control.
Cove Sydney will provide Australia Post tracking information where tracking is available.
Customers can use the tracking information to follow the progress of their order.
- Incorrect Delivery Information
Customers are responsible for providing an accurate and complete delivery address when placing an order.
If an incorrect or incomplete address is provided, please contact Cove Sydney as soon as possible.
If the order has not yet been dispatched, we will make reasonable efforts to update the delivery information.
Once an order has been dispatched, Cove Sydney may be unable to change the delivery address.
Additional delivery costs may apply where an address needs to be corrected or an order needs to be resent, subject to applicable law.
- Delayed Deliveries
Australia Post delivery timeframes are estimates and are not always guaranteed.
If an order appears to be delayed, customers should contact Cove Sydney at:
Please provide your order number and any relevant delivery information.
Cove Sydney will check the tracking information and, where appropriate, contact or lodge an enquiry with Australia Post.
If a product has not been supplied within a reasonable time, Cove Sydney will work with the customer to provide an appropriate solution, which may include a replacement or refund where required by law.
- Lost Parcels
If an order appears to have been lost in transit, please contact Cove Sydney rather than contacting Australia Post separately.
Cove Sydney will review the tracking information and, where appropriate, lodge an enquiry or claim with Australia Post.
Australia Post provides tracking for its domestic parcel services and may provide compensation for eligible lost or damaged items, subject to its applicable service terms and conditions.
Cove Sydney will work with the customer to resolve a lost-order situation.
Where Cove Sydney is required to provide a remedy under the Australian Consumer Law, the customer will receive the applicable remedy.
- Damaged Products
If your order arrives damaged, please contact:
as soon as reasonably practicable.
Please provide:
your order number
a description of the damage
photographs of the product
photographs of the packaging where relevant.
This information helps Cove Sydney determine what happened and, where appropriate, make a claim with Australia Post.
Where the product does not meet an applicable consumer guarantee, Cove Sydney will provide the remedy required by law.
- Incorrect Product
If Cove Sydney sends you the wrong product, please contact:
with your order number and details of the product received.
Where Cove Sydney has sent an incorrect product, we will arrange an appropriate remedy.
This may include a refund for the incorrect product.
Cove Sydney will provide any remedy required under the Australian Consumer Law.
- Change-of-Mind Returns
Cove Sydney does not accept change-of-mind returns.
This means that a customer cannot return a product simply because they have changed their mind, selected the wrong product, no longer want the product or no longer require it.
This policy does not affect a customer’s rights under the Australian Consumer Law.
- Personal-Care Products and Opened Products
Because Cove Sydney products are personal-care products, opened or used products may not be accepted for change-of-mind returns.
Customers should check the product description, ingredients, directions and other product information before purchasing.
This does not affect any rights a customer has where a product is faulty, unsafe, incorrectly supplied, not as described or otherwise fails to meet an applicable consumer guarantee.
- Refunds
Where a refund is approved, Cove Sydney will generally process the refund through the original payment method used for the purchase.
For purchases made through Square Payment Links, refunds will generally be processed through Square.
Cove Sydney aims to process approved refunds within 10 business days.
The time for refunded funds to appear in a customer’s account may depend on Square, the customer’s payment provider or financial institution.
- When a Refund May Apply
A refund may apply where, for example:
Cove Sydney sends the wrong product
a product has a problem covered by the Australian Consumer Law
Cove Sydney cannot supply an order that has been paid for
a refund is otherwise agreed or required by law.
A change of mind, by itself, does not qualify for a refund under Cove Sydney’s change-of-mind policy.
Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law.
- How to Request Assistance
For delivery problems, returns or refund requests, contact:
Cove Sydney
Email: info@covesydney.com.au
Please include:
your full name
order number
date of purchase
product purchased
description of the issue
photographs or other relevant information where applicable.
Cove Sydney may request reasonable information or evidence to assess a request.
- Australian Consumer Law
Cove Sydney complies with the Australian Consumer Law.
Consumer guarantees apply to products sold by Cove Sydney and cannot be excluded by this policy.
If a product does not meet an applicable consumer guarantee, the customer may be entitled to a remedy such as a refund, replacement or other remedy depending on the circumstances.
Cove Sydney’s change-of-mind policy does not override these rights.
For more information about Australian Consumer Law, customers can refer to the Australian Competition and Consumer Commission (ACCC) or business.gov.au.
- Contact
For all delivery, return and refund enquiries:
Cove Sydney
Email: info@covesydney.com.au
Instagram: @cove.sydney
ABN: 50166130990
Last updated: 19 August 2026