Payment Disputes & Chargebacks

Payment Disputes & Chargebacks

Last updated: 22 October 2026

Something wrong with an order placed at www.au-celestialguild.com? Parcel not received, item faulty, damaged or incorrect, a duplicate charge or a refund that hasn't arrived: this page explains how to tell us and what your options are. In most cases a simple email sorts it out within a few days.

1. Contact our customer service first

Email contact@au-celestialguild.com or use our contact form, and include:

• your order number and the name used on the order;
• the order date and, where relevant, the amount charged;
• a description of the problem and, for a faulty, damaged or incorrect item, clear photos of the item and its packaging.

Our team answers every email, Monday to Friday, 9:00–17:00 (Sydney time, AEST/AEDT). We will never ask for your card details by email.

2. What we do

• Parcel not received: we open an investigation with the carrier; if the parcel is lost, or our investigation cannot locate it within a reasonable time, we send a replacement or issue a full refund, whichever you prefer.
• Faulty or damaged item: replacement or full refund, with return postage paid by us.
• Item not as described or incorrect: we send the correct item or issue a full refund, with return postage paid by us.
• Duplicate or incorrect charge: we check the payment and refund any amount charged in error to your original payment method.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refunds go back to your original payment method. For a returned item, we issue the refund within 14 days of receiving it (or of your proof of postage, if earlier). Depending on your bank, a refund usually appears within 5–10 business days of being issued.

3. Your rights with your bank or card issuer

You can contact your bank or card issuer at any time to dispute a charge (a chargeback). Contacting us first never affects that right. Card issuers apply their own time limits to disputes and we cannot extend them, so if you are worried about a deadline, you can contact your bank and us at the same time. If you do open a dispute, please let us know so that we can send your card issuer the details of your order.

If you have raised a complaint with your bank or card issuer and are not satisfied with its response, you can contact the Australian Financial Complaints Authority (AFCA), a free and independent service: www.afca.org.au.

This page does not affect your rights under the Australian Consumer Law. For independent information about your consumer rights, visit the Australian Competition and Consumer Commission (www.accc.gov.au) or your state or territory consumer protection agency, such as NSW Fair Trading or Consumer Affairs Victoria. See also our Return & Refund Policy and Shipping Policy.