COOLORA POLICIES
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REFUND POLICY
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Last updated: 13 October 2026
15-night comfort guarantee
We want you to love your Coolora blanket. If it's not right for you, contact us within 15 days of delivery and we'll help.
Change of mind
- Contact us at ecommerceliving@gmail.com within 15 days of delivery with your order number.
- We'll send you our Australian return address. Please post the item back in clean, resaleable condition, with its original packaging where possible.
- Return postage for change-of-mind returns is paid by the customer. We recommend a tracked service, as we can't refund items that don't reach us.
- Once we receive and check the item, we'll refund the price you paid to your original payment method within 5 business days.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or isn't what you ordered, email us within 15 days of delivery with your order number and a photo of the problem. We'll send a replacement or give you a full refund, and you won't need to send the item back.
Lost parcels
If your tracking shows no movement for 10 business days, or your order hasn't arrived within 25 business days of dispatch, contact us and we'll resend it or refund you.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Contact
Email ecommerceliving@gmail.com and we'll reply within 1-2 business days.
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SHIPPING POLICY
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Last updated: 13 October 2026
Where we ship
We currently ship within Australia only.
Shipping cost
Shipping is free on all orders across Australia.
Processing time
Orders are processed and dispatched within 1-3 business days.
Delivery time
Most orders arrive within 10-20 business days of dispatch. Remote and rural areas can take a little longer. Delivery times are estimates and can be affected by carrier delays or busy periods.
Tracking
You'll receive an email with your tracking number once your order has been dispatched. Tracking can take a few days to show updates after dispatch.
Lost or delayed parcels
If your tracking shows no movement for 10 business days, or your order hasn't arrived within 25 business days of dispatch, email us at ecommerceliving@gmail.com and we'll resend it or refund you.
Incorrect addresses
Please check your shipping address at checkout. If an order is returned to us because of an incorrect address, we'll contact you to arrange re-sending, and the extra postage may be charged.
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TERMS OF SERVICE
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Easiest option: in Settings > Policies, click "Create from template" under Terms of Service. Shopify fills in a standard version for you. Then replace any mention of governing law with:
"These Terms of Service are governed by the laws of Western Australia, Australia. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law."
Also make sure the store name says Coolora and the contact email is ecommerceliving@gmail.com.
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CONTACT INFORMATION
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Coolora
Email: ecommerceliving@gmail.com
Northbridge, Western Australia
We reply within 1-2 business days.