CUSTOMER CARE

Monthly Editions
We release an outfit a month and call these 'Monthly Editions'. Each outfit is available for a select advertised time throughout the month and all orders are 'made-to-order' in Melbourne.

Made-to-order
Making only the orders we receive, your piece will be made exclusively for you, meaning we carry no stock, yet will accommodate exchanges with pleasure.

Standard Sizing or Custom Fit 
You can order our standard size 8-16 or if you fall between sizes please select 'Custom Fit' in the size drop down and send us your measurements, using our Measurement and Size Guide, and we will custom make your piece to fit you perfectly. We also offer custom length to standard sizes, simply email us with your requirements. 

Shipping within Australia
We offer complimentary shipping on all orders. We use Australia Parcel Post delivery for all orders within Australia. This is a registered service which can be tracked at www.auspost.com.au/track/.

Shipping Internationally 
We offer complimentary shipping on all orders. For international orders we use Australia Post Pack and Track International service. This is a registered service which can be tracked at www.auspost.com.au/track/. This service can deliver to PO BOX or Street Address. 

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these may be necessary to release your order from customs on arrival. Please contact your local customs office for more information regarding taxes and duties payable in your region. 
Should you fail to pay duties and taxes applied on an order held by customs, you must arrange for the order to be returned to Chorus in order to receive a refund. We can only issue a refund once return orders have been received.

Exchange on Monthly Editions 
We hope you are delighted by your Chorus Monthly Edition made to order piece. If you’re not completely satisfied, you may exchange items within 14 days of receipt of your order for a different size. As we do not hold stock we will then make the item for you in the new size. Please contact us within 7 days of receiving your purchase to notify us of your intention to exchange and we will provide you with a return address for your items. You will then have a further 14 days to return unsuitable items.

Please note that all returns should be sent back in the original packaging provided with any tags attached. You are liable for the product until it is safely received by Chorus. You will be notified by email once your return has been received and processed. 

Return Shipping – Australia Orders
We offer complimentary returns for all orders shipped within Australia. 
We will reimburse the cost of the return shipping to you once the items are received by us. You must return items securely via registered post back to Chorus. Chorus is not responsible for any returned items until they are received safely to our returns address. 

Return Shipping – International Orders
The shipping cost for all returns and exchanges from International destinations is payable by you. You may use your own preferred method of postage, and an additional 14 days are allowed for the shipment to arrive back to the Chorus returns address once the return has been authorised by Chorus (28 days in total). Chorus recommends using a secure postage and handling service for returned items such as a registered postal service as we do not accept liability for any returned items until they are safely received at our returns address.

Insurance
All items shipped are insured by Chorus during the time that the order is in transit until it is delivered to the customer’s nominated delivery address.
In using the Chorus online store you accept that an order is considered delivered when it has been received at the delivery address. Anyone at the delivery address who receives the goods will be presumed by Chorus as authorised to do so.
The customer is liable for all returns until they arrive safely to our return address. For this reason we request that you return all items via registered mail. Failure to package items securely and return using registered mail may mean Chorus are unable to offer a return or exchange or to refund your return postage.
The insurance of International customer returns falls under the customers responsibility when arranging secure postage and handling for returned items. Chorus recommends using a registered postal service as we do not accept liability for any returned items until they are safely received at our returns address.

Tax and Duties
Goods & Services Tax (GST) is calculated and included in all orders to Australian shipping destinations. All orders shipped internationally are exclusive of GST, which is removed at the checkout.
Please note that order pricing is exclusive of all international duties and taxes.
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country and are very difficult to ascertain due to the variety of products available. You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Chorus is unable to refund or reimburse duties and taxes levied by the destination country for any purchases.

Order Tracking
Once your order has been dispatched, you will receive email notification.
Australian orders will receive an email containing an Australia Post 'AP article ID'. This can be used to track orders at www.auspost.com.au/track by keying the 16 character ‘AP article ID’ into the blank field, and clicking submit to view the transport events.
Tracking is not available for International orders using Australia Post's 'Registered Post International' service. However we are able to lodge an inquiry on your behalf if your parcel has not arrived within the 14 day estimate. Contact us at studio@thisischorus.com.au if you require this service.

Faulty Items
On the rare occasion that you should you receive an item that is not in perfect condition please contact us immediately by email on studio@thisischorus.com.au Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

We will ask you to return your items to us for inspection and will contact you by email afterwards to discuss a suitable solution. The cost of return shipping will be free. Where possible, we will repair faulty items. If we need to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If the item cannot be repaired or replaced you will receive a full refund, along with our full apologies.

Gift Returns 
If you wish to return products you have been given as a gift, you are welcome to exchange for another size or receive a store credit.
Please follow the Returns & Exchanges procedure above for any gift item returns. An additional 7 days is allowed to complete a gift return. (In this instance, we will need the name or email address of the original purchaser to enable us to track the original order date, and process your gift return/exchange).

If you have any questions at all please contact us at studio@thisischorus.com.au