FAQ

Payment Information

  • 1.What payment methods can I choose?
    We accept all major payment methods, including PayPal, Afterpay, Credit Cards, and Debit Cards. Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer. To make a payment, click on the “CHECKOUT” buttons in your shopping cart. Then, you could choose the payment method from there.
  • 2.Do you have cash on delivery (COD) service?
    Unfortunately, we don't support COD service. Instead, we do have a complete after-sale policy. Please be reassured and enjoy your shopping.
  • 3.Do we have to pay in dollars?
    The currency on our website is Australian Dollar by default.

Delivery & Shipping

  • 1.What are Callie’s shipping options?
    We take pride in providing a range of secured local and worldwide shipping options. We are happy to offer three shipping methods: Standard Shipping, Expedited Shipping, and Urgent Shipping. Please note that the time frame in Shipping & Returns policy is stated in business days, excluding weekends and public holidays. If you want to upgrade your shipping method after the order is placed, please contact our customer service team. We will assist you accordingly.
  • 2.How long will it take to process my order and receive my order?
    Our delivery time includes processing + shipping time. Each product is custom-made and will be shipped within 3 to 7 working days from the order date. The estimated shipping date varies from the shipping method you selected and is provided on the item page. We will do our best to ship your order to you within the expected time frame; however, we cannot guarantee delivery within these estimated dates. Please allow sufficient manufacturing and shipping time when placing an order.
  • 3.How do I change my shipping address?
    To change your address before an order has shipped, please contact us via Messenger or at support-au@callie.com. Please provide your order number and correct shipping address for us to change for you as soon as possible. If your order is already dispatched to you, unfortunately, we cannot change the shipping address for you from our end. Please find the shipping details and contact the local shipping courier to check if they can change the address for you or if you may pick up the parcel at the original address.
  • 4.How to find a missing package that shows as delivered?
    Most parcels arrive on time. Occasionally the tracking may show as delivered, but you don't have your parcel. If the tracking for your parcel shows it as delivered, but you haven't received it, please try the following: 1. Please confirm the address you submitted is correct. 2. Look for a notice of attempted delivery. 3. Look around the delivery location for your package. See if someone else in the house accepted the delivery 4. Your parcel may have been left with a neighbor or in a safe place like a porch or garage. 5. Please contact your local post office to check if your package is lost. If so, please ask them for a file document to prove it.
  • 5.What if the order is lost or damaged?
    Please contact our customer service team and provide your order number. We will be happy to assist you.

Order Details

  • 1.Where is my order? How can I track it?
    Please register and sign in your Callie account. You could view all your orders and track the order status via “My Orders” in the account center.
  • 2.How to change or cancel the order after submitting the order?
    Production of your personalized item will begin immediately after we processed your order. Please contact our customer service immediately via Messenger or drop us an email at support-au@callie.com. We will stop the order if it is still possible. If your request of change or cancel order is over 24 hours since it's placed, and the order is already in production, a 30% of the item amount will be charged. We do aim to ship your orders as soon as possible. Therefore, your order may already be in transit. In this case, unfortunately we will not be able to change or cancel your order. However, please contact our customer service team, who will do their best to accommodate your request.
  • 3.How can I change my inscription?
    If you have already placed your order, but you selected the wrong product or want to change the personalization details, please contact our customer service team immediately. We are happy to assist you. Within 24 hours from order placed: All you need to do is just contact us with the revised inscription. We will assist you to modify your inscription immediately, free of charge. Exceed 24 hours from order placed: Your order has been put into production. We could still help you with the change of inscription. Please note: any change of personalized details that exceed 24 hours after the order being placed would require an extra 30% re-personalized fee.

Received Item Issues

  • 1.I received my item, but it did not look like what I expected?
    We are sorry to hear that your order is not to your taste. We are happy to offer you to exchange the item for another same-priced product, but first, please provide us with some clear item photos to make sure the item matches our quality standards and that the customized details are the same as your order. When contacting us, please make sure your message includes the following details so that we can assist you in the best possible way: 1. Order number 2. Some clear photos of the item received 3. Feedback on the item 4. Link of the product that you would like to exchange.
  • 2.I'm missing an item from my order, what should I do?
    We're sorry to hear that an item is missing!! Please check your order details on your order confirmation to ensure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to ensure you're not missing anything. If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.
  • 3.I received an incorrect item, what should I do?
    We are sorry to hear that your order is faulty! If this occurs, we will do our best to sort this out right away. Please check your order details to ensure that the order was placed correctly with your chosen personalization. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you. We will assist you with any issues, please don’t hesitate to contact our customer service team and include Your Order Number, photos of the incorrect item. Please help to explain how the item was supposed to look like. Rest assured that we will resolve this issue for you as quickly as we can.

Return & Refund

  • 1.Return policy (99 Days Return)
    If you are unsatisfied with your product when you receive the product, don't hesitate to contact our customer service team at support-au@callie.com. We would be happy to exchange it for another product of the same price according to our 99 days of Return Policy. Your original item needs to be returned so that we can arrange a new production. Please contact our customer service team for the return address. And please provide us with the Tracking Number and Receipt of your return parcels. If the new item you have chosen has a different price to your original item, you will be sent either a Price Difference order or a refund, whichever is appropriate. Please get in touch with us if you are not satisfied with the solution provided. Our customer service will assist you with alternative options.
  • 2.How long will it take to process the refund?
    It usually takes around 3-5 business days for our team to process the refund. Please check your account a few days later after it is initiated. Thank you for your patience.
  • 3.Will you refund to my original account or another account?
    The refund will be returned to the original account you used to pay for the order.

General Information about Callie

  • 1.Is it safe to place an order online?
    Callie uses a variety of security precautions to protect your personal information from unauthorized use. We use the latest security technologies, including data encryption, server authentication, message integrity, SSL certificates, and trust waves – just like keeping your PayPal and credit card information in a bank vault. We assure you that our website is safe, and we have implemented the most advanced security measures. Customer safety and privacy are always our top priorities.
  • 2.Do you have any retail locations?
    Currently, we focus on our online services and do not have a physical store.
  • 3.Where does your company locate?
    We are a Hong Kong-based company. Our main office address: ROOM F, 7/F, Southtex Building, 51 TSUN YIP STREET, KWUN TONG Kowloon, Hong Kong
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OPEN UNIQUE TRADING LIMITED

WORKSHOP 29 ON 5TH FLOOR CAREER AND KENSON INDUSTRIAL MANSION 58 HUNG TO RD KWUNTONG KL

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