Frequently Ask Question (FAQ)
Ordering & Payments
How do I place an order?
Placing an order is easy:
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Browse by category or explore curated collections (e.g., Local Gift Orders or Exclusive Gift Orders)
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Add your selected items to the cart
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Proceed to checkout and enter your shipping and payment details
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Confirm your order — you’ll receive a confirmation email shortly afterward
What are Local vs. Exclusive Gift Orders?
Local Gift Orders:
These items are fulfilled from warehouses located within Australia, allowing for faster delivery times. Products may be sourced domestically or imported and stocked locally by our trusted fulfillment partners.
Exclusive Gift Orders:
Premium or specialty items shipped directly from our international supply partners. These products may take slightly longer to arrive but offer unique value and quality.
Each product page clearly indicates whether an item is part of the Local or Exclusive range.
Note: “Local” refers to the warehouse location, not necessarily the manufacturer or country of origin.
What payment methods are accepted?
We accept a variety of secure payment options:
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Credit and debit cards (Visa, MasterCard, American Express)
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PayPal
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Other secure online payment gateways (region-dependent)
All transactions are securely encrypted to protect your information.
Do you offer international shipping?
Currently, we only ship within Australia.
We’re working towards offering international shipping in the future. Subscribe to our newsletter or follow us on social media to stay updated.
Returns & Refunds
Can I return a product I no longer want?
We do not accept returns for change of mind. Please ensure your order suits your needs before completing your purchase. Returns are only accepted for items that are faulty, damaged, or not as described, in line with Australian Consumer Law.
What if my item arrives damaged, faulty, or incorrect?
We’re sorry for the inconvenience. Please contact us at contact@joliegift.com within 14 days of delivery, including:
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Your order number
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A description of the issue
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Clear photos of the item
We’ll assess your claim and offer a refund, replacement, or store credit. Items must be returned before any refund or replacement is processed.
How do I return a faulty or incorrect item?
Once your return is approved, we’ll provide return instructions, including the correct return address. Please do not send items without prior approval.
We cover return postage for faulty, damaged, or incorrect items. Once the item is received, we will process your refund or send a replacement.
What items are non-returnable?
We cannot accept returns for the following:
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Perishable goods (pet food, treats, supplements)
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Used or opened pet grooming products
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Used toys, accessories, or bedding
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Clearance or final sale items
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Intimate or sanitary products
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Hazardous or flammable materials
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Gift cards or digital/downloadable products
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Custom or personalised items
Please refer to our full Return & Refund Policy for more information.
Order Issues & Cancellations
Can I cancel or change my order?
You may request cancellation before your order has entered the processing or fulfilment stage. Once your order is in progress or shipped, cancellations or modifications are no longer possible.
If your cancellation request is approved, a restocking fee of 20% of the order total or $10 (whichever is less) will apply.
I entered the wrong shipping address—what should I do?
Contact us immediately at contact@joliegift.com. If your order hasn’t shipped yet, we may be able to update the address. If it has shipped, we cannot guarantee redirection, and we are not responsible for deliveries to incorrect addresses.
Can I redirect a parcel after it ships?
We do not recommend redirecting parcels, as it may cause delays or loss. Jolie Gift is not liable for lost or delayed parcels due to redirection.
What happens if my parcel is returned due to an address issue or missed delivery?
If your parcel is returned to us due to an incorrect address or missed delivery, we offer two options:
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Resend the parcel after the new shipping fee is paid
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Issue a refund minus original shipping costs and applicable restocking fees (20% of the order total or $10, whichever is less).
Shipping & Delivery
How long does delivery take for in-stock items?
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Free standard shipping for orders over $70
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Orders under $70: Shipping calculated at checkout
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Processing time: 1–2 business days after receiving cleared payment
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Standard delivery: 3–14 business days
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Express delivery: 1–2 business days (select at checkout)
How long do Exclusive Orders take (supplier-shipped items)?
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Processing time: 2–4 business days after receiving cleared payment
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Estimated Delivery time: 7–20 business days
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All orders include tracking, which will be provided via email once your item is dispatched.
What if I order both Local and Exclusive items?
Items may be shipped separately and arrive on different dates. You will receive individual tracking links for each shipment.
Note: While we aim to meet delivery estimates, delays can occur due to courier or customs issues beyond our control.
Delivery Responsibility & Authority to Leave (ATL)
When does Jolie Gift’s delivery responsibility end?
Our responsibility ends when a parcel is marked “Delivered” by the courier. After that, any loss or damage is the recipient’s responsibility.
What is ATL (Authority to Leave)?
ATL gives couriers permission to leave your parcel unattended at the delivery address. If ATL is selected, you authorize the courier to leave the parcel unattended, and Jolie Gift is not liable for any loss, theft, or damage after delivery.
What if I don’t select ATL?
If ATL is not selected, the courier may require a signature or attempt redelivery. In all cases, once a parcel is marked delivered, responsibility transfers to the customer.
Tip: Use a secure delivery address (like a workplace) to ensure safe receipt.
Product Sourcing
We proudly source our products from:
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Trusted Australian distributors
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Reputable pet brands
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Carefully vetted international suppliers
Some products ship directly from partner warehouses, allowing us to offer a broader selection at great prices.
Still Need Help?
We’re here to assist.
Email us at contact@joliegift.com and we’ll respond as soon as possible.