SHIPPING GUIDE
Most of the orders are generally shipped from our distribution centers in Australia, the next working day after the full payment is received. However, some of the products from our store are stocked in an overseas warehouse and might differ from the time frame set. We will provide you with the full tracking details once we receive the Payment.
Cookinsils is working with multiple couriers to provide the most efficient delivery services at the most reasonable price
HOW LONG DOES IT TAKE TO SHIP TO MY CUSTOMERS?
The estimated delivery time frames are:
For customers in VIC, approximately 3 - 5 working days;
For customers in NSW, SA, and ACT, approximately 4 - 8 working days;
For customers in QLD, NT, WA and TAS, approximately 7 - 10 working days.
Due to the Covid-19 pandemic, there is an update on the courier's estimated delivery time as below:
For customers in VIC, approximately 8 - 13 working days;
For customers in NSW, SA, ACT, approximately 10 - 15 working days;
For customers in QLD, NT, WA and TAS, approximately 12 - 19 working days.
NOTE:
Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1 -2 working days after receipt of cleared payment).
Our delivery partners and ourselves cannot guarantee a delivery on any specific dates or times as this is not something under our control.
Due to ongoing COVID restrictions placed in different states and natural disasters from time to time, delivery time frames can be affected. Your patience in such circumstances would be highly appreciated.
For more details, kindly refer to your Dropshipzone Account-System Updates- Shipping and service updates during the COVID19 pandemic.
Undeliverable Packages
In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.
Inaccurate address
If there are any address discrepancies with your order and the product is returned to us, a customer care team
member will be in touch. A re-delivery cost will occur for any products that are returned to us.
Unsuccessful Delivery Attempt
A notification will be left in the mailbox to pick up your parcel at your local post office if you are not present when the order is delivered by Australia Post.
If your item is being delivered by Aramex or Allied Express, arrangements will be made in advance to deliver your item at your convenience.
A re-delivery cost will occur if you are not home at the arranged time.
Rejected by Receiver
If your item is a gift, kindly ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if the parcel has to be resent.
The expected time delivery provided by each courier partner is for reference only. Delivery might take longer than expected due to various reasons.
If you do not receive your item within ten business days, kindly contact our customer service team.
Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
UNDELIVERABLE POSTCODES
We try our best to deliver the SKUs to Australia-wide. However, there are still a few postcodes that are undeliverable for some SKUs. An extra shipping fee will be charged for some supplier SKUs if the order can be delivered. Those orders with no shipment service will be canceled and refunded automatically with an email notification. Kindly contact your account manager for more information if you need the item to be delivered to the remote areas to ensure your order is processed successfully.
RETURNS
Our team always strives for the best. Any issue encounters, you are welcome to contact our customer service team in order to help you with your concern. You can email us directly at info@cookinsils.com for immediate assistance as our customer support care is available via email 24/7.
Damaged Return Policy
If you received the package/item damaged, it should be reported within 24 hours. We make sure that we package our products securely to avoid damaged deliveries.
Please send a photo/video showing the damage in order to review by our team and will respond with further steps/instructions. Damaged items/packages will be collected by the courier company and will be assessed. You will be entitled to a refund or replacement.
Faulty Return Policy
If you encounter some issues with the product like not working properly, etc., please do contact our customer service team for immediate assistance. Providing a photo/video showing the fault should be included in order to resolve the issue. It will be assessed by the team and further instructions will be given.
For minor issues – Our team can offer some instructions to fix the issue or we can send spare parts.
For major issues – Our team will collect the item for repair however if in case it cannot be repaired, our team will offer a replacement for it.
However, if you would like to return the faulty item for a refund, please do contact info@cookinsils.com first for further instructions on how to return the product.
Product not as described
We guarantee you that all items we offer are fitted for their general or specific purposes included in the listing information. If the criteria cannot be met, you are entitled to report it to our customer support team and it can be replaced or refunded. However, please make sure that it will be within 14 days after the products arrive at your delivery address.
A photo/video of the item’s condition is required for assessment. Products are required to be inside the original package and in unused condition. Failure to do so might deny the refund.
