CUSTOMER CARE

COVID-19 Delivery delays: we are currently anticipating delivery delays for certain areas, please check the Australia Post website for exact delivery information and delays. If you need further assistance, please contact our team and quote your order number.

ORDERS AND DELIVERY

WHEN WILL I GET MY ORDER?

We’re working to get your order to you as soon as possible. Orders are packed and dispatched from our Sydney CBD store within 1-3 business days. Once dispatched you will receive an email with shipping information from Australia Post, and a link to track your order. It should arrive within 1-5 business days after dispatch, depending on your location.

We offer Australia Post Express Shipping for a fixed rate of $15 on orders under $50, and free Express Shipping on orders over $50. Unfortunately, we cannot guarantee a specific delivery time or day.

During Christmas and peak sale periods processing and dispatch may require an extra 1-3 business days.

Delivery Timeframes

Metro: 1-2 business days
Please allow an additional 1-2 business days

Regional: 2–3 business days
Please allow an additional 1-2 business days

Remote: 2-5 business days
Please allow an additional 1-2 business days

CLICK & COLLECT

We are pleased to offer Click & Collect at the CEMÔY experience store in Westfield Sydney. Click & Collect allows you to place your order through our online store and collect it from our Westfield Sydney location. You can find us at:

CEMÔY Westfield Sydney, Retail Level 2,
Pitt Street Mall, Sydney NSW 2000

Orders placed before 1pm (AEST) may be collected the same day.
Orders placed after 1pm (AEST) may be collected the next day.

You will receive an email when your order is ready for collection. Please have your email confirmation available to show our store staff when collecting your order.

WHAT DOES DELIVERY COST?

Delivery is free on orders of $50 or more and will be shipped via Australia Post Express. For orders less than $50, Australia Post Express delivery is charged at a flat rate of $15.

Delivery Method: Australia Post Express

Cost: $15 or FREE on orders over $50

CAN I SEND MY ORDER OVERSEAS?

We currently only deliver within Australia and New Zealand. Contact info@cemoy.com for overseas enquiries.

WHAT IF I NEED TO CHANGE MY ORDER?

Where possible we will try our best to accommodate changes before an order has been dispatched, please contact our team by phone +61 410 872 002 or email customercare@cemoy.com.au as soon as possible for further information. Please note that we are unable to amend an order once it has been dispatched.

If you need any further assistance, please contact our team and quote your order number.

CAN I TRACK MY ORDER?

You can check the status of an order under My Account or via Australia Post using the tracking number provided in your order dispatch email. If you are unable to locate your dispatch email and tracking number, please also check in your emails junk folder.

If you need any further assistance, please contact our team and quote your order number.

PAYMENT AND PRICING

We provide secure payment for your peace of mind. All our orders are processed using Stripe, which has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry, accomplished by using best-in-class security tools and practices to maintain the highest level of security.

Payment is accepted via VISA, Mastercard and American Express.

All prices in our online store are quoted in Australian dollars (AUD) and will be charged in AUD.

Delivery cost of an additional $15 is charged on all orders under $50. Orders over $50 receive free delivery.

Payment is debited from your account immediately after your order has been confirmed, your order will not be processed for packing and dispatch until payment has been cleared.

GST of 10% is included in the price of all products sold, this will be displayed during the checkout process.

CEMÔY reserves the right to cancel any order at our discretion, at which time we will notify you immediately by email or phone using the details provided. A full refund will be given back to the original payment method used.

CEMÔY reserves the right to contact you via the phone or email provided and take reasonable steps to verify orders and credit card details are legitimate.

All orders are subject to availability of stock.

RETURNS AND REFUNDS

CAN I RETURN OR EXCHANGE MY ORDER?

We do not offer refunds or exchanges for change of mind purchases, even if an item is unused. We will only provide a refund where a product is faulty or damaged, or you are entitled to one under Australian Consumer Law.

Where a product is faulty or damaged and you are entitled to an exchange or refund, please contact us within 7 days of delivery by emailing customercare@cemoy.com.au.

Please include your order number, detailed description of the product fault, and a photo.

If you need any further assistance, please contact our team and quote your order number.

HOW DO I RETURN AN ORDER?

If you need to return your order, please contact our team and we will provide instructions on how to do so.

WHEN CAN I EXPECT MY REFUND OR EXCHANGE?

Generally, our refunds or exchanges take between 3-5 business days to process from receipt of the returned order. Please allow 3-10 business days for your exchanged products to arrive or 7-10 business days for funds to be visible in your account.

WHAT IF MY ORDER WAS WRONG?

If you have received an order with incorrect items, please contact us within 7 days of delivery by emailing customercare@cemoy.com.au with your order number, a detailed description of the issue, and a photo.

FAQS

THE PRODUCT I WANT IS OUT OF STOCK, WHEN WILL I BE ABLE TO ORDER IT?

If an item is out of stock, you can contact our team to find out when it will be available. Usually, items are only out of stock temporarily and will be available online again shortly.

I WANT TO PURCHASE MULTIPLE OF THE SAME PRODUCT.

You may purchase up to 20 of any specific items per order online. If you would like to place a larger order, please contact customercare@cemoy.com.au and our team will assist you.

If your order enquiry is in relation to wholesaling, please contact info@cemoy.com for further information.

WHERE CAN I GET AN OFFER CODE?

To stay up to date with our latest promotions and receive exclusive offers and discounts, sign up  for our newsletter and follow us on social media @cemoyofficial.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We use secure payment methods to process payment on all orders. We accept payment with Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay. Once payment has been processed you will receive an email confirming your order has been received.

IS GST INCLUDED IN MY ORDER?

Yes, all prices are GST inclusive. You can view the GST on your order during the checkout process.

I’M HAVING TROUBLE USING THE WEBSITE

Please get in touch and  contact our team, we’ll be happy to help.

DO YOU OFFER A GIFT WRAPPING SERVICE?

Yes, we offer complimentary gift wrapping on all orders. Simply tick the ‘This is a gift’ box upon checking out and we will be glad to prepare your order ready for gifting to someone special.

ARE YOUR PRODUCTS SUITABLE FOR PREGNANT WOMEN?

All our products are formulated to be safe for use during pregnancy and breastfeeding, but we always recommend speaking with a health care professional if you have any concerns.

If you have any more queries regarding product safety, please email info@cemoy.com.

COVID-19 INFORMATION

In response to COVID-19


The health, safety and wellbeing of our staff and customers is of utmost important to us.

We employ strict hygiene practices both in-store and in the handling of our online orders. We are closely monitoring the Covid-19 situation and following Government health advice.

The CEMÔY Experience Store in Sydney’s CBD is open for business daily – we hope to welcome you there soon.

If you have any other concerns or questions, contact our team by calling +61 410 872 002 or emailing customercare@cemoy.com.au and we will be happy to assist.

Thank you for the support, understanding and patience we’ve witnessed during these trying times.

Take care of one another and stay safe.

The CEMÔY Team