Frequently Asked Questions (FAQ)
Ordering & Payments
How do I place an order?
Placing an order with Jolie Gift is easy:
- Browse our Pet Travel collection and select the product you would like to purchase.
- Choose any available options and add the item to your cart.
- Proceed to checkout and enter your shipping and payment details.
- Review your order and complete payment.
- Once your order is confirmed, you’ll receive an order confirmation email.
What payment methods are accepted?
We accept a variety of secure payment options, including:
- Visa
- Mastercard
- American Express
- PayPal
- Other payment options displayed at checkout
Available payment methods may vary depending on your device and location. All payments are processed securely through our available payment providers.
Do you offer international shipping?
Currently, Jolie Gift ships within Australia only.
We may expand our delivery options in the future. Follow us on social media or subscribe to our newsletter for updates.
Returns & Refunds
Can I return a product if I change my mind?
Jolie Gift does not currently offer returns or refunds for change of mind. Please review the product description, dimensions, features and other relevant information carefully before placing your order.
This does not affect your rights under the Australian Consumer Law if a product is faulty, damaged, unsafe, not as described or otherwise fails to meet applicable consumer guarantees.
What if my item arrives damaged, faulty or incorrect?
Please contact us at contact@joliegift.com as soon as reasonably possible and provide:
- Your order number
- A description of the problem
- Clear photos or other relevant evidence, where appropriate
We’ll review the issue and work with you to provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.
How do I return a faulty or incorrect item?
Please contact us before returning the product so we can provide the appropriate return instructions and return address.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs will be handled in accordance with your rights under the Australian Consumer Law.
Please do not send a product to an address without first contacting us, as the appropriate return location may vary.
What items are non-returnable for change of mind?
Because Jolie Gift does not currently offer change-of-mind returns, please choose carefully before purchasing.
This policy does not limit or exclude any rights you may have under the Australian Consumer Law for faulty, damaged, unsafe, incorrectly supplied or misdescribed products.
Please refer to our full Return & Refund Policy for further information.
Order Issues & Cancellations
Can I cancel or change my order?
If you need to cancel or change your order, please contact us as soon as possible at contact@joliegift.com.
We will do our best to accommodate your request if your order has not yet entered processing or fulfilment.
Once an order has been processed or dispatched, we may not be able to cancel or modify it.
I entered the wrong shipping address. What should I do?
Contact us immediately at contact@joliegift.com.
If your order has not yet been dispatched, we may be able to update the delivery address.
Once an order has been dispatched, we cannot guarantee that the address can be changed or the parcel redirected.
Customers are responsible for checking that their delivery information is correct before completing checkout.
Can I redirect a parcel after it has shipped?
Parcel redirection depends on the courier and the status of the shipment.
If you need to change your delivery arrangements after dispatch, please contact us as soon as possible. Where available, you may also be able to manage your delivery directly through the courier using your tracking information.
Redirection may result in additional delivery time.
What happens if my parcel is returned because of an incorrect address or missed delivery?
Please contact us if tracking shows that your parcel is being returned.
Once we determine why the parcel was returned, we’ll contact you about the available options. Depending on the circumstances, additional postage may be required to resend an order where the return was caused by an incorrect address or missed delivery.
Nothing in this section limits your rights under the Australian Consumer Law.
Shipping & Delivery
How much does shipping cost?
Jolie Gift offers free standard shipping Australia-wide.
Any additional delivery options and applicable charges will be displayed at checkout where available.
How long does delivery take?
Estimated delivery times are shown on the relevant product page or during checkout where available.
Please allow additional time for order processing before dispatch.
Once your order has been dispatched, tracking information will be provided where available.
Delivery estimates are provided as a guide and may be affected by weekends, public holidays, courier delays, severe weather or other circumstances outside our reasonable control.
Will I receive tracking information?
Where tracking is available, you’ll receive tracking details after your order has been dispatched.
Please allow some time after receiving the tracking number for the courier's tracking system to update.
Will products in the same order always arrive together?
Not necessarily.
Depending on stock location and fulfilment arrangements, products from the same order may occasionally be dispatched separately.
If this happens, you may receive separate tracking information for each shipment.
Delivery
What should I do if my tracking says “Delivered” but I can't find my parcel?
First, please:
- Check around the delivery location and any safe places where the courier may have left the parcel.
- Check with other household members.
- Check with neighbours, reception or building management where applicable.
- Review the tracking information for delivery details.
If you still can't locate the parcel, please contact us at contact@joliegift.com and we'll assist you with the next steps.
What is Authority to Leave (ATL)?
Authority to Leave (ATL) may allow a courier to leave your parcel at the delivery address without obtaining a signature.
Availability and conditions depend on the courier handling your delivery.
If you provide delivery instructions, please choose a secure and accessible location whenever possible.
Our Products
What type of products does Jolie Gift sell?
Jolie Gift is an Australian-based online store focused on pet travel essentials.
Our current range has been selected to help make travelling with pets cleaner, more comfortable and more convenient.
Where do your products come from?
Our products may be sourced from Australian or international suppliers and fulfilment partners.
We select products based on factors such as practicality, suitability for pet travel and the information provided by our supply partners.
The country of manufacture or origin may vary by product.
How can I find product dimensions and other information?
Product specifications, available options, dimensions and other important information are provided on each product page where applicable.
We recommend reviewing these details carefully before ordering, particularly when choosing products for a specific vehicle or pet size.
Still Need Help?
We're happy to help.
Email us at contact@joliegift.com and we'll respond as soon as possible.
For information about returns, shipping and your legal rights, please also refer to the relevant policies available on our website.