ORDERS & SHIPPING
SHIPPING DELAYS: There are currently temporary service adjustments for DHL Express due to COVID-19 pandemic. Please click here for more information on countries that are affected and estimated additional transit times.
What happens if the item is sold out, how do I pre-order?
Unfortunately, if the item is sold out on our website, the item is not available for pre-order until the next round of pre-orders. You can also click “e-mail when available” to receive a notification when then item is available for pre-order/back in stock. Alternatively, please keep an eye out on our Instagram page and subscribe to our Newsletter for further updates.
Can I cancel my order?
Absolutely! As long as you contact us before your order is shipped. Please contact our Customer Service team email@example.com as soon as possible. You will receive a full refund, which may take up to 10 business days to go through, depending on your bank.
Why do I have to pay tax at checkout?
We include prepaid taxes at checkout to prevent any nasty surprises when your order is delivered. Some online retail companies have the tax included in the cost of the item. However we like to be transparent with what you are paying for. These taxes can vary depending on the requirements of the country the order is being shipped to. We try to minimize the cost of the taxes as much as we can by shipping directly from our factory in China.
I received a notification to pay tax upon delivery, what should I do?
Please contact our Customer Service team firstname.lastname@example.org to assist you further.
Can I pay in my local currency?
Our items are all priced in United States Dollars. PayPal will normally show you a conversion at the check out to your equivalent local currency. This may fluctuate depending on the currency conversion rates applied by PayPal.
I’ve placed an order but would like to change it to another item. Can I pay the difference?
We recommend cancelling your order and placing a new order for the correct item. Please contact us at email@example.com as soon as possible to cancel your order.
Do you offer discount codes?
The Curated is a small company that was created to provide customers with luxury, high quality items at affordable prices. To achieve this, we have minimised a lot of costs, we also absorb a proportion of the shipping costs ourselves as well as having very low profit margin on our pieces. For this reason, we are unable to provide any discount codes. For more information on our honest pricing, please click here.
What else do I need to know before I order?
Please be aware that if any items shipped are rejected and returned to The Curated (ie. If the recipient is not willing to pay the applicable local taxes/ import duties, the delivery address is wrong or there is no one to accept the package) we are unable to refund original shipping charges, custom charges or any return/rejection charges that are incurred by The Curated.
Where do you ship from?
Whilst we are a Scandinavian based brand based in Oslo, Norway our shipping and packing office is setup in China so that we can ship directly to our customers and prevent extra costs and unnecessary contributions to environmental waste. On occasion, we may also ship from our office in Australia.
Which shipping courier do you use?
We use DHL express for all our orders to Australia and New Zealand. In the event that your order is shipped from Australia, the order will be shipped via Australia Post.
Can you ship to PO Boxes?
Unfortunately DHL express are unable to ship to PO Boxes. Please use an alternative street address.
How much is shipping?
We have free shipping for customers in Australia and New Zealand.
Why hasn’t my order been shipped yet?
Please check our pre-ordering page for updated delivery timeframes. Our pre-order delivery dates are an estimate and at times we experience unfortunate delays that are beyond our control. We ensure each item meets our standards for quality assurance before sending out.
If you are still concerned, feel free to contact our Customer Service team firstname.lastname@example.org
If I pre-order today, when will I get my order?
Please refer to our pre-ordering page for shipping timeframes. Allow a further 7-10 business days on top of the shipping dates for the order to be packed and delivered to you.
I’ve received an e-mail notification that my order has been dispatched. How long will it take to get to me?
DHL express generally takes between 5-7 working days to reach most cities. You should receive an estimated delivery date when you track your order. Please note, delays may occur during busy holiday periods.
Why are the Teddy Coats shipped in a vacuum bag and not a box?
We always try to minimise costs for our customers where possible and to save on having to increase shipping costs, we have decided to ship the Teddy Coats in a vacuum bag instead of a box. Consequently, you may find the coat will have some creases once opened. This is easily fixed by hanging up the coat and letting the coat naturally reform its shape. You can also gently hand steam the coat, ensuring the steamer is not in direct contact with the fibres.