SHIPPING POLICY

Core by Chloe Pilates
Last updated: 13 October 2026

This Shipping Policy applies to orders placed through www.corebychloepilates.com.

Core by Chloe Pilates aims to process, pack and dispatch orders promptly and securely. All orders, within Australia and overseas, are shipped using Australia Post.

This policy is intended to operate consistently with the Competition and Consumer Act 2010 (Cth), including Schedule 2 — the Australian Consumer Law (ACL).

Nothing in this Shipping Policy excludes, restricts or modifies any statutory consumer right, guarantee or remedy that cannot lawfully be excluded.

1. SHIPPING OPTIONS & PRICES

We currently offer the following Australia-wide shipping options:

Standard Shipping — $14 AUD
Australia Post Parcel Post
Estimated delivery: generally 2–6+ business days after dispatch

Express Shipping — $17 AUD
Australia Post Express Post
Estimated delivery: generally 1–3+ business days after dispatch

Free Express Shipping — Australian orders of 4 or more pairs, or $100 AUD or more
Australia Post Express Post, free for orders delivered to an Australian address that contain 4 or more pairs, or have an order subtotal of $100 AUD or more (after any discounts are applied). This offer does not apply to international orders.

Australia Post currently advises that Parcel Post generally takes approximately 2–4 business days within the same state and 3–6 business days interstate. Express Post generally takes approximately 1–2+ business days within the same state and 1–3+ business days interstate. Delivery times depend on the origin and destination of the parcel.

These timeframes are delivery estimates only and do not include our order-processing period.

International Shipping

We ship to most countries using Australia Post International Standard, a tracked service (shown at checkout as “International Standard (Australia Post, tracked)”). The shipping price is calculated at checkout based on the destination country and the weight of your order, and is shown before you pay.

For parcels up to 250 g (generally 1–3 pairs), international shipping starts from:

• New Zealand — from $24 AUD
• Asia & Pacific — from $27 AUD
• USA & Canada — from $30 AUD
• UK & Europe — from $35 AUD
• Rest of world (including the Middle East) — from $41 AUD

Heavier orders cost more. Free Express Shipping applies to Australian addresses only.

International Standard generally takes 5–10 business days after dispatch between major cities. International delivery times vary by destination and customs processing and are estimates only. Tracking details are sent once your order has been dispatched.

Import duties and taxes. Our prices and shipping charges do not include import duties, taxes (such as VAT or GST) or customs and handling fees charged by the destination country. These charges are the customer’s responsibility and are usually collected by the local carrier before or on delivery. We cannot control or predict these charges, so please check with your local customs office if you are unsure.

If an international parcel is refused or not collected because import charges were not paid, it may be returned to us. Any return or re-delivery costs will be the customer’s responsibility, except where the law requires otherwise.

Customs processing can delay delivery. Delays caused by customs authorities are outside our reasonable control.

2. PROCESSING & DISPATCH

We want your order on its way as soon as possible.

In-stock orders are ordinarily processed, packed and lodged with Australia Post as soon as possible and within 3 business days of the order being placed, unless a different timeframe is clearly stated on the relevant product page.

Business days exclude weekends and public holidays.

The processing period and Australia Post delivery period are separate.

For example, selecting Express Shipping does not mean same-day dispatch. It means that once your order has been processed and dispatched, it will be sent using Australia Post’s Express Post service.

During exceptionally busy periods, including launches, promotional events, sales and Christmas, processing may occasionally take longer. Where there is a material unexpected delay, we will make reasonable efforts to keep affected customers informed.

3. AUSTRALIA POST

All Australian orders are dispatched using Australia Post.

Once your order has been correctly:

• packed;
• addressed;
• dispatched; and
• formally lodged with Australia Post,

Australia Post takes physical custody of the parcel and manages its transportation, scanning and delivery through the Australia Post network.

Core by Chloe Pilates does not operate or control the Australia Post delivery network.

Accordingly, we are not responsible for operational delays, scanning delays, routing issues, missed delivery attempts or network interruptions caused solely by Australia Post or circumstances outside our reasonable control.

However, this does not remove any obligations Core by Chloe Pilates may have under the Australian Consumer Law.

4. CONTACT AUSTRALIA POST FIRST FOR DELIVERY ENQUIRIES

After your order has been dispatched, Australia Post must be contacted directly in the first instance for routine delivery and tracking enquiries.

Please contact Australia Post directly regarding:

• tracking updates;
• delayed scans;
• estimated delivery dates;
• missed delivery attempts;
• Post Office collections;
• Parcel Locker collections;
• Safe Drop enquiries;
• delivery redirections;
• delivery instructions;
• parcels marked as delivered but not located; and
• other matters relating to the physical transportation or delivery of the parcel.

You should provide Australia Post with the tracking number supplied in your dispatch confirmation.

Where possible, please obtain an Australia Post enquiry or case reference number.

If Australia Post subsequently advises that:

• the parcel is lost;
• the parcel has been damaged;
• the sender must lodge a claim or enquiry; or
• further action is required from Core by Chloe Pilates,

please contact us at hello@corebychloe.com.

We will then provide reasonable assistance and take any steps required under applicable law.

5. TRACKING

Australia Post tracking is included with Parcel Post and Express Post services.

Once your order has been dispatched, tracking information will be sent using the contact information provided with your order.

Customers are responsible for monitoring their tracking information after dispatch.

Tracking may not update immediately after a parcel is lodged. Australia Post may require time to process and scan parcels through its network.

6. DELIVERY TIMEFRAMES ARE ESTIMATES

Australia Post delivery estimates are not guaranteed delivery dates unless a particular Australia Post service expressly provides a guarantee and its conditions are satisfied.

Delivery may take longer because of circumstances including:

• regional or remote delivery locations;
• Australia Post network congestion;
• public holidays;
• peak shopping periods;
• severe weather;
• natural disasters;
• transport disruptions;
• industrial action;
• government restrictions;
• incorrect routing;
• circumstances affecting local delivery facilities; or
• other events outside our reasonable control.

The Australian Consumer Law nevertheless requires businesses that accept payment to supply goods within an agreed period or, where no period has been specified, within a reasonable period, subject to the statutory exceptions.

7. EXPRESS SHIPPING

Express Shipping is charged at $17 AUD, or is free for Australian orders of 4 or more pairs, or $100 AUD or more.

Express Shipping means your parcel will be sent using Australia Post Express Post once it has been processed.

It does not mean:

• immediate dispatch;
• same-day dispatch;
• guaranteed next-day delivery to every postcode; or
• guaranteed arrival by a customer’s preferred date.

We still aim to dispatch Express orders as quickly as possible and within our normal 3-business-day processing period.

8. STANDARD SHIPPING

Standard Shipping is charged at $14 AUD.

Standard orders are sent using Australia Post Parcel Post.

Australia Post currently advertises Parcel Post as generally taking 2–6+ business days, subject to the parcel’s origin, destination and network conditions.

9. ORDERS REQUIRED BY A PARTICULAR DATE

Customers requiring products for a birthday, holiday, event, travel date, Christmas or another particular occasion should order sufficiently early.

Selecting Express Shipping is recommended where faster delivery is required.

However, Core by Chloe Pilates does not guarantee that Australia Post will deliver an order by a customer’s preferred date unless we have expressly agreed to such a guarantee in writing.

We are not responsible for losses arising solely because an Australia Post delay outside our reasonable control causes a parcel to arrive after a customer’s preferred date.

Nothing in this clause limits rights available under the Australian Consumer Law.

10. PREORDERS

Products identified as preorder, pre-sale, made to order or otherwise having a future dispatch date are subject to the estimated dispatch timeframe displayed on the relevant product page.

The usual 3-business-day processing period does not apply until the preorder item becomes available for dispatch.

Preorder dates are estimates unless expressly stated otherwise.

Manufacturing, international freight, customs, suppliers and other events outside our reasonable control may affect preorder arrival dates.

Where a material delay occurs, we will communicate with affected customers and provide any remedy required by Australian Consumer Law.

11. CUSTOMER SHIPPING INFORMATION

Customers are responsible for providing complete and accurate shipping information when placing an order.

This includes:

• full name;
• street address;
• unit or apartment number;
• suburb;
• state;
• postcode;
• PO Box or Parcel Locker information where applicable; and
• correct contact information.

Please carefully check your address before completing checkout.

12. INCORRECT OR INCOMPLETE ADDRESSES

If you realise that your shipping information is incorrect, contact hello@corebychloe.com immediately.

We will make reasonable efforts to amend the address if your parcel has not yet been dispatched.

Because orders are processed quickly, we cannot guarantee that an address can be changed once fulfilment has commenced.

Once an order has been lodged with Australia Post, Core by Chloe Pilates may be unable to change or redirect the parcel.

Where a parcel is incorrectly delivered or returned because the customer supplied an incorrect or incomplete address, Core by Chloe Pilates is not responsible for the customer’s error, except to the extent otherwise required by law.

13. RETURN TO SENDER

A parcel may be returned to Core by Chloe Pilates because:

• an incorrect address was supplied;
• an incomplete address was supplied;
• the customer failed to collect it;
• delivery was refused;
• the recipient could not be located; or
• Australia Post was otherwise unable to complete delivery.

Where a parcel is returned because of a customer error or failure to collect it, the customer will be required to pay the applicable shipping charge before the parcel is resent.

The current shipping rate at the time of resending will apply.

Original shipping charges are generally not refundable where the parcel was correctly dispatched and returned because of circumstances attributable to the customer, except where Australian Consumer Law requires otherwise.

14. UNCLAIMED PARCELS

Customers are responsible for monitoring tracking information and collecting parcels from Australia Post where collection is required.

If a parcel is returned to us because the customer failed to collect it within Australia Post’s required period, additional postage will apply before it is resent.

15. PARCEL MARKED AS DELIVERED

Where Australia Post tracking records a parcel as delivered, the customer must first contact Australia Post directly regarding the delivery.

Before doing so, customers should also check:

• the mailbox;
• around the property;
• Safe Drop locations;
• household members;
• reception or building management;
• Parcel Lockers;
• Post Office collection notifications; and
• neighbouring properties where appropriate.

If the parcel still cannot be located, the customer should lodge an enquiry with Australia Post.

If Australia Post advises that action is required from the sender, please email hello@corebychloe.com and provide your:

• order number;
• tracking number; and
• Australia Post case or enquiry reference, where available.

16. SAFE DROP & AUTHORITY TO LEAVE

Where a customer authorises or arranges Safe Drop, Authority to Leave, redirection or another delivery instruction through Australia Post, the parcel may be delivered in accordance with those instructions.

Customers are responsible for ensuring that any nominated Safe Drop or delivery location is appropriate and secure.

Core by Chloe Pilates is not responsible for loss resulting solely from delivery instructions independently provided by the customer or theft occurring after a parcel has been correctly delivered, except to the extent otherwise required by law.

17. LOST PARCELS

If Australia Post has investigated your parcel and believes it has been lost, please contact us.

Australia Post currently provides up to $100 of included compensation for eligible loss or damage for Parcel Post and Express Post, subject to Australia Post’s applicable terms and conditions.

Australia Post states that compensation for a domestic item that is lost is generally paid to the sender.

Accordingly, where necessary, Core by Chloe Pilates may lodge or participate in the applicable Australia Post claim.

Customers may be required to reasonably cooperate with an Australia Post investigation.

Any replacement, refund or other remedy will be determined in accordance with:

• the circumstances of the matter;
• available tracking information;
• the Australia Post investigation; and
• applicable Australian Consumer Law.

18. DAMAGED IN TRANSIT

If your order arrives damaged, please retain:

• the product;
• mailing packaging;
• internal packaging;
• Australia Post shipping label; and
• clear photographs showing the damage.

Please contact hello@corebychloe.com.

Australia Post may require documentation, photographs, proof of value, inspection or other evidence when assessing a loss or damage claim.

Please do not dispose of damaged packaging until the investigation is complete.

19. THEFT AFTER DELIVERY

If Australia Post confirms that a parcel was correctly delivered and the parcel subsequently disappears from the delivery location, customers should contact Australia Post and, where appropriate, police or building management.

Core by Chloe Pilates will provide reasonable information necessary to assist with the matter.

Whether any refund or replacement applies will depend on the circumstances and applicable law.

20. ORDER CHANGES

Requests to change an order must be made as soon as possible by emailing hello@corebychloe.com.

Because we aim to dispatch orders promptly, we cannot guarantee that changes can be made after processing has commenced.

Once a parcel has been lodged with Australia Post, changes may no longer be possible.

21. ORDER CANCELLATIONS

Cancellation requests should be submitted as soon as possible.

Where an order has already been processed, packed or dispatched, cancellation may no longer be possible.

Any subsequent return will be handled in accordance with our Returns Policy and Australian Consumer Law.

22. SHIPPING FEES

Our shipping charges are:

Standard (Australia) — $14 AUD
Express (Australia) — $17 AUD, or free on Australian orders of 4 or more pairs, or $100 AUD or more
International — calculated at checkout by destination and weight (see section 1)

Shipping charges may contribute towards postage, packaging, handling, fulfilment and other reasonable costs associated with preparing and sending an order.

The amount charged for shipping therefore does not necessarily have to equal the exact amount appearing on the Australia Post postage label.

Original shipping charges are generally not refundable where:

• the customer changes their mind;
• the customer provides an incorrect address;
• the customer fails to collect the parcel;
• the customer refuses delivery; or
• the parcel arrives after the customer’s preferred date because of an ordinary Australia Post delay outside our reasonable control.

This clause is subject to the Australian Consumer Law and does not apply where reimbursement of shipping costs is legally required.

23. EVENTS OUTSIDE OUR REASONABLE CONTROL

Core by Chloe Pilates is not responsible for a failure or delay caused solely by circumstances outside our reasonable control where we have taken reasonable precautions and exercised due diligence.

This reflects the position under s 36(5) of the Australian Consumer Law, which provides an exception to the supply-time requirement where the failure resulted from another person’s act or omission or another cause outside the supplier’s control and reasonable precautions and due diligence were exercised.

24. NO EXCLUSION OF STATUTORY RIGHTS

Nothing in this Shipping Policy is intended to:

• remove responsibility that cannot legally be removed;
• exclude a consumer guarantee;
• restrict a statutory remedy;
• mislead customers about their legal rights; or
• impose an unfair contractual term.

Section 18 of the Australian Consumer Law prohibits misleading or deceptive conduct. Sections 23–25 regulate unfair terms in standard-form consumer contracts, including terms that create an unjustified significant imbalance between the parties. Section 64 provides that consumer guarantees cannot be excluded or restricted by contract.

25. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing contained in this policy excludes, restricts or modifies any right or remedy available under the Competition and Consumer Act 2010 (Cth), Schedule 2 — Australian Consumer Law, to the extent that it cannot lawfully be excluded, restricted or modified.

If Australia Post experiences an ordinary operational delay, customers should deal directly with Australia Post in the first instance.

If the parcel is subsequently confirmed as lost, damaged or otherwise unable to be supplied, Core by Chloe Pilates will address the matter in accordance with its legal obligations.

The ACCC recognises that postal delays may be outside a retailer’s control, but where goods ultimately cannot be supplied on time or within a reasonable time, the business must provide an appropriate solution.

26. CHANGES TO THIS POLICY

Core by Chloe Pilates may update this Shipping Policy from time to time to reflect:

• changes to Australia Post services;
• changes to shipping costs;
• changes to our business operations; or
• changes to applicable laws and regulatory requirements.

Changes will apply prospectively and will not remove rights that have already accrued under applicable law.

27. CONTACT

For questions relating to an order or this Shipping Policy:

Core by Chloe Pilates
Email: hello@corebychloe.com
Website: www.corebychloepilates.com

For tracking, delivery scans, missed deliveries, Safe Drop, Parcel Locker, collection or Australia Post delivery-network enquiries, customers should contact Australia Post directly first.

If Australia Post advises that the sender must take action, please contact us with your order number, tracking number and Australia Post case reference.