- FAQS
Registration and Account
How to apply for an account ？
On the “MY ACCOUNT” page, please complete the required fields with the relevant information and set a secure account password. Once submitted, your application will be reviewed within 48 hours. You will receive an Email notification confirming the activation of your account upon approval.
How to Log In ?
On the “MY ACCOUNT” page, log in using your registered Email address or username.
Forgot/Reset Password ?
On the “MY ACCOUNT” page, click “Forgot/Reset password?” to reset.
New Customers
How to apply for a Credit Account for New Customers？
Pro forma orders:
- All new customers will need to place their first three orders on a pro forma basis.
Applying for Credit Account:
- A 30-day credit term is available to regular customers who have completed at least three orders within the current financial year
- To apply for a 30-day credit account, download the “CLAREN_Credit_Application_Form” from the “TERMS & CONDITIONS” page.
- Complete the form and submit it as instructed.
Important Note: Accounts that fail to comply with the 30-day credit terms may have their credit account suspended, and no further orders will be processed until the outstanding balance is paid in full.
Orders
How to place an order?
You can place an order online or through the following methods:
- By Phone: Call us at 0400 575 283 ; 07 4124 9717
- By Email: Send your order to [email protected]
- At Gift Fairs: Visit us at our booth during Gift Fairs in Sydney, Melbourne, and Brisbane. Booth numbers will be announced and shared with you as soon as they are confirmed. We look forward to meeting you in person!
Are there any differences in the ordering process for new and repeat/regular customers?
New Customers:
After placing an order, we will confirm the order, calculate the shipping cost, and send you a Pro Forma Invoice. Once payment is received, we will arrange the shipment.
Repeat/Regular Customers with an active credit account:
After placing an order, we will confirm and pack the order, arrange the shipment, and send you a tax notice. Please ensure payment is made within 30 days of the invoice date.
How to Place an Order Using the Bulk Order Form
You can access the Bulk Order feature from the Home page or the My Account page. Click on “Bulk Order” to navigate to the Bulk Order page, where you can quickly and easily add items to your shopping cart.
What is the minimum order ?
The minimum order value is $200.00 (excluding GST) per order. All products must be ordered in accordance with their specified Minimum Order Quantity (MOQ).
How Can I Check the Status of My Order?
All orders will typically go through the following statuses：
- On Hold: Order Received. We have received your order and will begin processing it shortly.
- Processing: Order Processed. We have packed your order and updated the shipping costs accordingly.
- Completed: Order Dispatched. Your order has been dispatched, and the invoice has been sent to you.
For Online Orders:
- You will receive an Email notification at each stage of your order’s status.
- You can check your order status in your account. Simply go to the “MY ACCOUNT” page, click on “Orders” and view your order status.
For Orders Placed by Other Methods:
- You will receive email notifications at each stage of the process.
How to track my delivery?
Once your order has been shipped, we will send you an Email with the shipping details and tracking number. You can use the provided tracking number to monitor your delivery status on the courier’s website.
Quantity, Price And Special Offer
What is the minimum order value?
The minimum order value is $200.00 (excluding GST) per order.
Are there any Minimum Order Quantity Requirements?
All products must be ordered in accordance with their specified Minimum Order Quantity (MOQ).
Minimum order quantities are determined by the product’s packaging specifications. The specific minimum order quantity for each product is displayed on the “SHOP” page.
Are the Product Prices GST Inclusive?
All product prices listed are exclusive of GST. The GST amount will be calculated and added to your total at checkout.
Where Can We Find Information on Promotions, Sales, and Discounts?
Information about promotion, sale, or discounted products can be found on the Sale page of our website. Special promotions may also be available for orders placed at gift fairs.
Delivery
How long does it take for an order to be dispatched?
Orders are typically dispatched within 3 working days. Please contact us if you need to organize fast dispatch for any urgent orders.
Please Note: Order processing/dispatch may take longer during peak season, such as after trade fairs or before Christmas, if there is an outstanding delay, we will notify you promptly.
Which shipping/courier company will be used for deliveries?
We will choose the most reliable and cost-effective shipping/courier companies to deliver orders to our customers.
What are the Freight charges/Shipping & Handling costs?
The shipping cost is determined by the weight and size of your order, as well as the delivery zone of your location.
Please note: We will pass on the freight cost charged by our shipping provider without applying any additional fees.
How Can I track my delivery?
Once your order has been shipped, we will send you an email with the shipping details and tracking number. You can use the provided tracking number to monitor your delivery status on the courier’s website
What should I do If I receive Damaged, Missing, or Faulty products?
If you receive damaged, missing, or faulty items, please follow these steps:
- Report the Issue: Notify us within 10 business days of delivery.
- Submit a Claim: Complete the “CLAREN_Damage_Fault_Discrepancy_Form” and send it to [email protected] along with proof photos.
- Resolution: Once your claim is assessed and approved, a credit note will be issued and applied to your invoice. Claims may take up to 10 business days to process.
For more details, please refer to our Damage, Faulty, and Return Policy on our website under “Terms & conditions” page.
Payment
What payment methods do you accept?
We accept Direct Deposit, Visa, MasterCard, and American Express. Please note that a 1% surcharge will apply for card payments.
What is the preferred payment method?
Bank transfer is our preferred payment method. Our bank details can be found on your invoice.
Please include your Invoice Number /Order Number as a reference when making the payment.
* For more payment information, Please refer to our “Payment Policy”. Click here to “Terms & conditions” Page.
Damaged and Return
What should I do If I receive Damaged, Missing, or Faulty products?
If you receive damaged, missing, or faulty items, please follow these steps:
- Report the Issue: Notify us within 10 business days of delivery.
- Submit a Claim: Complete the “CLAREN_Damage_Fault_Discrepancy_Form” and send it to [email protected] along with proof photos.
- Resolution: Once your claim is assessed and approved, a credit note will be issued and applied to your invoice. Claims may take up to 10 business days to process.
How can I change or cancel my order?
We do not accept changes or cancellations for orders due to change of mind or items incorrectly ordered. incorrect item selection, or if the product does not meet personal expectations. In exceptional cases where a product return is authorized, you may return these items at your own expense (shipping costs), and a 10% restocking fee will apply for restocking the items.
* For more details, please refer to our “Damage, Faulty, and Return Policy”. Click here to “Terms & Conditions” Page.
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