At CCV HQ, we hustle to get your order out as quickly as we can — especially on launch days. Every order is picked and packed at our warehouse in Sydney, Australia, and dispatched by 3pm on Mondays, Wednesdays and Thursdays. Our warehouse is closed on Fridays.

We aim to dispatch all orders within 72 hours of purchase. During sale and promotional periods, please allow a little extra time.

If your order shows as Awaiting Courier Collection, rest assured it's packed and ready for its 3pm pickup.

We use Australia Post and DHL International Express for international orders. All shipping options provide a tracking method which you will receive once your order has been shipped. 

SHIPPING RATES:

Australia 

Free shipping over $200 AUD
Shipping under $200 AUD ~ $15 AUD
All standard domestic shipping is 2 - 10 days

Express shipping, all orders ~ $20 AUD
All express domestic shipping is 1 - 4 days

International 

Free shipping over $250 AUD           
Orders under $250 for New Zealand ~ $30 AUD
Orders under $250 for United Kingdom, Europe, United States of America, Canada, Asia ~ $35 AUD
Orders under $250 for rest of the world ~ $50 AUD
All international shipping is DHL International Express (3 - 10 days) 

Customs, Duties & Import Taxes:

All international orders are shipped on a DDU (Delivered Duty Unpaid) basis. This means import duties, customs charges and local taxes are not included in the price you pay at checkout, and are the responsibility of the customer.

DHL will contact you directly to collect these charges before your parcel is released. Ciao Ciao Vacation has no control over these amounts and cannot calculate or estimate them for you — we recommend checking your country's import thresholds before ordering.

Please note: refusing or failing to pay duties does not cancel your order. DHL will hold the parcel and, if charges remain unpaid, return it to us for a fee in Australia.

Refused, Unclaimed & Return-to-Sender Parcels:

If a parcel is returned to us because duties were not paid, delivery was refused, the address was incorrect, or the parcel went unclaimed, we are charged by DHL for the full outbound and return journey. These charges apply even when your order qualified for free shipping — free shipping means we absorbed the cost on your behalf, not that no cost was incurred.

In these cases your refund will be issued less:

• a 15% restocking fee, and
• all shipping and carrier charges we incur for the outbound and return legs (typically $35–$80 AUD depending on destination).

Duties and taxes already paid to customs are not refundable by us and must be claimed back from your local customs authority.

If you would prefer your order to be reshipped rather than refunded, please contact us at ciao@ciaociaovacation.com — reshipping costs and any new duties will be payable by the customer.