Customer care

CHECKOUT

  • Confirmation – Once your order is received you will receive an order confirmation to your orders email address.
  • Coupons – Single coupon use per order only, non sequential.
  • Taxes – GST is automatically charged for Aus, NZ, and Canada and tax were applicable for US states.

FULFILMENT

  • Fulfilment locations – Our products are typically shipped from our fulfilment centers in the US, Aus, and eastern Europe, depending on your location for the fastest delivery time to you.
  • Fulfilment time – The time it takes to process the order and get it ready to ship, 2–5 business days, depending on staff availability.

SHIPPING

  • Shipping times – Depend on the delivery destination and vary internationally. Your country shipping time and cost will be automatically calculated during checkout and includes express options for super-fast delivery.
  • Shipment Tracking – Once your order is shipped you will receive a tracking page to your order email address, so you can follow the progress of your order. You can also use the tracking page to sign up for live tracking notifications. If you do not receive a tracking page shortly after shipping, please reach out to us for support here. All deliveries are recorded and tracked.
  • No shipping option  Occasionally we are not able to ship to your location. In that case, a refund will be provided as soon as possible.
  • Shipping address failure – We are not responsible for incorrect or incomplete shipping address details on your order. If we receive your order back due to a failed address delivery, we will contact you for the next steps for re-delivery. We will do our best to support you in this case.
  • Shipping delays – We are not responsible for shipping delays caused by shipping providers, logistic companies, and freight carriers. Please confirm your tracking status and shipping address if your order is running late, then reach out to your carrier to locate the order. Please reach out to us for support and include your shipping address.

Customer Care image- Quarm

DELIVERY

  • Delivery time – Once an order is fulfilled and shipped, it’s the delivered time to the customer’s address.
  • Total delivery time Fulfillment, Shipping, and Delivery time combined.
  • Dispatch confirmation  An email confirmation will be sent to you when the order has been dispatched. This will be sent to the email address stated on your order.
  • Post box deliveries  Some of our Carriers, like US Postal and Canada Post can deliver to a Post Box, but Auspost won’t. For your reliability, we recommend using a physical address to ensure smooth delivery.
  • Lost in transit – In the rare case, that an order gets lost in the mail and delivery fails, please reach out to us within 14 working days from the estimated delivery time. In most cases, we will replace and reship your order. We will require some assistance from you to do this. Please reach out to your carrier first to locate the order and then contact us, with a confirmation of your shipping address.
  • Damaged in transit – We cannot be held responsible for items damaged in shipping, in this case, you must file a complaint with the carrier. Notify us, we may be able to assist you with this,
  • Fail to collect – If you fail to collect a shipment after unsuccessful delivery attempts to your shipping address, and or your collection time at your local collection point or post office expires, most packages are returned to the sender, that’s us. We will contact you if this is the case and try our best to redeliver your shipment to you for an additional delivery cost. If for whatever reason this redelivery is not successful as a result of a continued failed collection, then we cannot be held responsible and it’s your responsibility to pursue.
  • Leave at premises delivery – If your order tracking is marked as delivered but for some reason, you have not received it. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table at the back door.” Additionally, you can file a claim with the shipping carrier. We won’t redeliver or refund lost orders not returned to the sender once delivery has been made.

RETURNS & REFUND POLICY

DEFECTIVE OR DAMAGED

For defective or damaged products, please contact us within 30 days as the first step to evaluate the issue. Photos are always helpful in this process. We will notify you with a return delivery address. Contact here info@quarm.shop

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. On approval, your refund will be processed, and credit will automatically be applied to your credit card or original payment method, within a few working days.

If you’ve not received your refund in a reasonable time, please contact us at info@quarm.shop so we can help you. Please note that Sale items cannot be refunded.

EXCHANGE – CHANGE OF MIND

Quarm products are custom designed and manufactured per order so regretfully we don’t refund or exchange for a change of mind. That said, please contact us if you are not happy with your order. We value our customers and we’re always happy to review issues, receive feedback, and assist where possible. If you’re between sizes we recommend sizing up for most products, it’s generally the best option, particularly for US customers.

CANCELLATIONS & AMENDMENTS

  • Orders can only be canceled/amended within 1 hour of placing your order. Please cancel/amend your order in your order history.
  • Unfortunately, we cannot accept order cancellations/amendments after 1 hour as your product manufacturing has begun.
  • If you cancel or amend your order, please additionally contact us so we can follow up with our manufacturer to confirm.
  • We will get back to you should there be any issues with your cancelation or amendment.

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