Frequently Asked Questions

General

Can I change the details on my order?

Our aim is to get your purchases to you as quickly as possible. Please email us immediately and if your order has not been processed then we can change the details on your order. Once your order has been processed we are unable to make any changes.

How do I order an item that is out of stock?

From time to time we will restock certain styles. You can subscribe to the waitlist on the product page by leaving your email address. We will also post updates about restocked styles on our social media accounts.

Do you offer pre-order on out of stock styles?

From time to time we will set up a pre-order for certain styles/sizes. The product page will provide an indication of the estimated dispatch date for your pre-order. You will receive a confirmation email when your pre-order has been dispatched. 

Please note if you order an in stock item/s with your pre-order, these will be shipped together when your pre-order arrives. If you would like your in-stock item to be dispatched earlier we recommend placing a separate order.

Do you have an actual store I can come to?

We are an online store only. You’re welcome to get in touch via our Contact Us page if you have any questions or need any further information.

Do I need an account to shop with you?

We recommend creating an account when shopping with us. When you create an account you are given access to a personalised account dashboard. From your account dashboard you can view your recent orders, manage your shipping and billing addresses and edit your password and account details. We’ll also keep you up to date with all the latest news, product releases, discounts, sales and much more!

What payments do you accept?

Our payment methods include Mastercard, Visa, PayPal, Afterpay, Apple Pay and Google Pay. All payments processed on our website are protected by secure SSL certificates.

What is Afterpay?

Afterpay is a service that makes it possible to buy something now and pay it off in fortnightly installments. Visit the Afterpay website to learn more. Please note, if you are returning an item before all installments have been processed through Afterpay, your order will be treated as per our standard returns policy. Unfortunately, we are unable to cancel any orders placed through Afterpay.

How do I use a store credit?

You will receive an email from us that includes the details of your store credit. To use your store credit you need to enter the code into the gift card or discount code field at our checkout and click ‘apply’ to apply the credit to your purchase. All store credits are valid for 12 months from the date of issue.

Can I buy a gift voucher?

Yes, we have gift cards are available to purchase. Click here to purchase a Chasing Case gift card. Gift cards are valid for 3 years from date of purchase. Refunds on this item are not available.

Shipping

How much is shipping within Australia?

Within Australia, we offer free shipping on all orders over $100. Any orders under $100 will be charged a flat rate shipping fee of $8.95 which is applied to your order at the checkout. Should you need your parcel to arrive faster there is the option to upgrade to express delivery at the checkout. The cost to upgrade to express delivery is $3 per order.

How much is international shipping?

We charge a flat rate of $15.00 per order for shipping to New Zealand, Canada, United States and United Kingdom.

How will I know if my order has been shipped?

You will receive an email to notify you that your order has been shipped. You can track your order with a tracking number that will be emailed to you once your order has been lodged with a courier service.

How long will it take for my order to arrive if I am in Australia?

We use either Fastway, Couriers Please or Australia Post for deliveries. Please allow 2 or more days for standard domestic delivery. If you need your parcel to arrive faster there is the option to upgrade to express delivery at the checkout. The cost to upgrade to express delivery is $3 per order.

How long will is take for my pre-order to be shipped?

The product page will provide an indication of the estimated dispatch date for your pre-order. You will receive a confirmation email when your pre-order has been dispatched. 

Please note if you order an in stock item/s with your pre-order, these will be shipped together when your pre-order arrives. If you would like your in-stock item to be dispatched earlier we recommend placing a separate order.

Do I need to be home for my parcel to be delivered?

All parcels require signature on delivery. We strongly recommend that you have your order delivered to an address where someone is available to receive the order (such as a work address).

Do you ship internationally?

We currently ship to New Zealand, Canada, United States and United Kingdom.

How long will it take for my order to arrive if it is being sent overseas?

Delivery is estimated at between 3 – 5 working days for parcels being sent to New Zealand. Delivery to Canada, United States and United Kingdom is estimated at between 5 – 12 working days.

Returns

What do I do if I ordered the wrong size?

You are able to return your item and we will happily exchange for another size. Any returns or exchanges must be requested within 30 days of delivery. Unfortunately we can’t guarantee that your size will be in stock when we receive your return and in this case we will issue you with a store credit. Items must be returned in original condition with tags still intact.

What do I do if I receive a faulty or damaged item?

Every effort is made to ensure that the items shipped to you are in pristine condition. In the unlikely event you receive incorrect, damaged or faulty items please contact us via email at info@chasingcase.com.au.

How do I return an item?

If you need to return an item then we request that you do so as soon as possible and within 30 days of delivery. A copy of the returns and exchanges form is available here (click here) or can be requested by emailing is at info@chasingcase.com.au. Items must be returned in original condition with tags still intact. Refunds are reserved for manufacturing faults only. Please refer to Returns page for more information.

The cost of return shipping is at the customer’s expense and we strongly suggest that you send your returns using a traceable method. Unfortunately without the items we cannot issue an exchange or store credit.

Once received, all returns and exchanges will be processed within 5 working days.

Do I have to pay for postage to return an item?

The cost of return shipping is at the customer’s expense. Unfortunately without the items we cannot issue an exchange or note of credit. We strongly suggest you send your returns using a traceable method. PayPal may refund your return shipping costs on eligible PayPal purchases. See PayPal for more information on refunded returns.

How will I know that you received my return?

We will process your return within 5 business days of your item(s) being delivered to us. Once your return has been processed you will receive an email confirming your return has been processed and if applicable, that a store credit has been issued.

Can I get a refund instead of a store credit or exchange?

Under Australian Consumer Law, we are not required to offer refunds on wrong selections or change of mind purchases. In the unlikely case you have received a faulty item we will offer a replacement for that item. If we are unable to offer a replacement for that item we will then issue you a full refund.

Can I return a sale item?

Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind in regards to colour, size and fit.