Frequently Asked Questions

Do you have a showroom where I can see these products?

Our showroom is located at 1028 Botany Road, Mascot NSW 2020. We are situated next to the Barloworld Volkswagen dealership and the nearest cross street is Lord Street.

What are the showroom trading hours?

We are open Mon-Fri 8.30am to 5pm and for the Christmas Season, starting in October, Saturdays 9am to 5pm. We are also opening on Sundays mid November please call us first to confirm Sunday trading hours and dates.

Do prices on this site include GST?

Yes, all prices are GST inclusive. If you are ordering from outside Australia please advise us and we will provide a GST free quotation.

What will be the freight charge for my order?

For most prepaid orders that do not include bulky items the freight charge is $18.00 to the majority of Australian addresses*. In the product information you will be advised if an item is considered bulky. In this case we will provide you with a freight quote once your order has been submitted. Any prepaid order of $300.00 or more that does not include bulky items, it will be delivered to you freight free within Australia.

*Free delivery and $18.00 standard fee do not apply to regional QLD, WA, NT and TAS. If your delivery is to one of these areas please contact us for a freight quote.

If you are not prepaying your order because you are an established Chas Clarkson account customer then freight will be charged as applicable to the goods ordered – there is no set rate.

When will I receive my order?

Please note that the website is functional 24hours but dispatch can only occur during weekday trading hours. Therefore please count lead times below from the next business day.

Standard Times – pending stock availability and receipt of payment
*please allow an additional 2 days in the busy Christmas season.

If goods are required more urgently or by a specific date please specify in your delivery instructions and we will endeavour to get the order out faster. We will contact you if the time frame requested is not possible. Additional freight charges will apply to orders sent with express couriers.

I have received the incorrect goods. What do I do?

If you have not received the correct item/s please ensure you contact Chas Clarkson within 48 hours of receipt by calling 1300 300 195, by email to sales@chasclarkson.com.au or by fax to 02 9557 8099. We then advise the best way to return the goods and arrange for your desired goods to be sent out ASAP.

I have received damaged goods. How do I get a replacement?

Please contact Chas Clarkson immediately if any items in your parcel are damaged. We will arrange for replacements to come out to you ASAP and depending on the severity of the damage will advise you what to do with that stock. (We may need it returned to consult with the manufacturer or may suggest you dispose of it if it would be less economical to return).

What will you do if a product I order is out of stock?

Unless your delivery instructions have stipulated a ‘due by’ date we will hold back your order for up to 5 days awaiting the stock. If the goods are not expected soon you will be contacted and offered a substitution, credit or back-order of the item.

How accurate are the website images and the product information?

We try to update any changes in stock ASAP but there may be the occasional variation. If we cannot update the image immediately we will ensure the description is correct. Therefore please always refer to the measurements, colour and material described to ensure you will know what you are getting.

What is our stock returns policy?

Custom manufactured orders are not returnable. We will accept returns of stock line items up to 7 days after order receipt. You will need to contact us to advise the return or we cannot guarantee a refund or credit will be issued. Goods returned for reasons of incorrect choice, no longer required or change of mind are to be returned at the buyer’s expense and will only be accepted if unopened/ in original purchase condition. A 20% restocking fee will be charged on all returns supplied as ordered. No credit will be allowed on freight and handling charges. Returns cannot be accepted after the season for which the stock is intended (i.e. Mothers’ Day posters cannot be returned in June).

When are new products added for upcoming seasons?

We will always have our seasonal stock updated no later than 90 days prior to the occasion. If you need information about stock earlier than this please contact us and we will email you any information we can to help. Any items discontinued from the previous year will remain on the website until sold out but we cannot guarantee stock of these for large orders.

How can I be advised of new products and events?

If you would like to be informed of additions to our range, display techniques, upcoming fairs or sales, please subscribe to our newsletter by submitting your details in the box on the left of the page.

I am from a company/ shopping centre. Can you install my decorations?

Yes, we are certainly able to provide a quotation on larger scale jobs. Please email christmasconcepts@chasclarkson.com.au with an indication of your requirements and a Corporate Project Manager will be in touch promptly. Please browse the Christmas Concepts section of our website to see what we can do for you.

Is it safe for me to pay by credit card online? How else can I pay?

Our payment fields are definitely secure so you can make credit card payments with confidence. We do understand that many people are uneasy about entering this information online so we do have option to select that says, ‘contact me for payment’. If you make this selection someone from client services will call you and you can nominate whether to give them your card details, post us a cheque or direct deposit funds into our bank account. Please note that payment must be received before stock is packed and despatched and we cannot guarantee stock availability while awaiting your payment.

Is my privacy protected if I submit contact details on this site?

Chas Clarkson will never pass on any of your information to a third party without your consent. Information received will only be used to contact you regarding orders you have placed, to answer your enquiries or to send you a newsletter if you request subscription. If at any time you wish to stop receiving this please click 'unsubscribe' at the bottom of the newsletter.