FREE SHIPPING ON ORDERS OVER $99

FAQ

ORDERING

What currency do you use in your store?

All products and shipping rates listed are in Australian dollars (AUD) and are GST inclusive for Australian customers.

What forms of payment do you accept?

COEQUA accepts the following forms of payment:
    • Paypal
    • Visa
    • Mastercard
    • American Express

Help! My discount code won’t work. What do I do?

Please ensure that you correctly enter the discount code at the checkout and that there are no spaces in your code. Additionally, we run discount codes as promotional periods, please check the expiry date to ensure it is still valid. If you are still having problems and your discount code is not expired please email us at hello@coequa.com

When will my order be dispatched?

Once your order has been placed, it will be dispatched after 1 business day. However during busy or sale periods please allow 2 business days for processing. You will receive a confirmation email once your order is dispatched.

SHIPPING

How much do you charge for shipping?

Shipping charges will be calculated at the checkout as it depends on the number of items ordered.
We offer free worldwide shipping for all orders over $100
You can find all information regarding delivery time, costs and tracking here at our shipping page.

What company do you use to ship your orders?

We choose Sendle as it’s Australia’s first 100% carbon neutral delivery service.
Here at COEQUA we’re always trying to partner with companies that are pioneering to do things better. Find out more about Sendle here.

Do you deliver to a PO BOX address? 

Our courier company does not offer delivery to PO BOX address we recommend providing an alternative street address, such as your workplace or relative. If this isn’t an option please contact us via email at hello@coequa.com and we will provide an alternative delivery option for you.

How do I track my order?

Once your order has been processed and dispatched, you will receive a confirmation email which will include your tracking details for your order.

How long will it take to receive my order?

In general, same-city deliveries arrive overnight and deliveries to nearby cities within 2-3 business days, and further or remote locations within 4-7 business days. Though very speedy, Sendle does not currently offer an express or guaranteed overnight service. If you need something express please email hello@coequa.com and we'll arrange an alternative express option for you.

I’ve been tracking my order but it hasn’t arrived. What do I do?

Please email us as at hello@coequa.com if your order does not arrive within the expected delivery time frame. We will contact the delivery service and get in touch with you as soon as possible with an update.

Please note: It is so important to make sure you fill in your correct address when ordering from us. We cannot accept responsibility for the wrong address being used with an order. 

RETURNS 

How long does it take for returns to be processed?

Please let us know at hello@coequa.com within 14 days of receiving your order, providing your reasons and or exchange requirements. 

Once we receive the item/s, please allow 2 working days for returns to be processed. We will endeavour to keep you updated on the status of your return once it is returned to us. Please refer to our returns page for further information on the process here.

I purchased an item on sale. Can I return it?

All items bought on sale are final sale and cannot be returned for exchange or refund.

I want to exchange my purchase for another size/colour. 

Please send us an at hello@coequa.com with the description of the colour or size you’d like and we can check if it’s in stock for you. Check out our returns page here for further information.