Shipping & Returns

 

SHIPPING

Packing
We will do our best to get orders out to you as soon as possible. 

Carriers
We will be using Australia Post and Sendle for shipping. Shipping times vary dependent on your location. 

Express Post and Courier Post is offered through Australia Post.  Please refer to the Australia Post website for shipping times based on your location.

By selecting the Standard Shipping option you acknowledge that postage providers are chosen at our discretion. If this is not suitable, please notify us prior to placing your order and in the order notes. 

All packages are shipped from the beautiful Hunter Valley in the local township of Cessnock, NSW Australia. 

Note: Orders with PO Boxes will be sent with Australia Post. 

How do I know if my order has been shipped?

You will receive a shipping notification once your order has been fulfilled. This will include an automatically generated tracking code that is activated once the relevant shipping depot has scanned your parcel. 

When will I receive my parcel?

Transit times differ depending on your location. To help you track the delivery of your items once they have been shipped, you will receive a notification email including a tracking number if you have selected tracked shipping. 

Shipping Issues

If a signature on delivery is not requested, parcels will be given an authority to leave. The responsibility of the package following delivery in this situation is transferred to the customer. 

If you have any issues with the shipping provider, please let us know and we will do our absolute best to raise a complaint and rectify the situation with the providers directly. Please however remember that we have no control over the behaviour of the shipping provider and cannot control their actions. 

Returns

RETURNS

Can I return an item if I change my mind?  

Unfortunately, due to hygiene reasons we are unable to accept returns for change of mind.

Return policy for faulty items

If you receive a faulty product, please notify us immediately. Depending on the fault we will provide either a replacement, refund of the product, or store credit. We also apologise for any inconvenience caused and will do our best to rectify the problem as quickly as possible. 

How do I notify you that I have received a faulty product?

Please contact us at wilfred.eco@outlook.com within 7 days of receiving your order to notify us of your faulty item. Please include your order number in the email and clearly list the item/s you will be returning along with a description of the fault. Please include any photos you have of the fault for our reference.

How do I return a faulty item?

After you have e-mailed us with the necessary information regarding the fault and if the product requires returning, we will provide you with details for posting your return. 

How long will it take to have my fault issue rectified?

Once you have contacted us regarding the fault, we will advise you what action will be taken. 

If the decision is to replace your faulty item, and we have the replacement in stock, we will ship it to you within 24 hours. Shipment of the replacement item will be arranged at no extra cost to you. 

If your item requires return, once received and inspected we will be in contact within 24 hours to discuss the most appropriate resolution. We will offer a replacement, refund or store credit.  

If the decision is to refund your faulty item, your refund will be processed within 24 hours of the inspection decision and a credit will be automatically applied to your credit card or original method of payment within 5 working days.

If the decision is to provide a store credit in place of your faulty item, your store credit will be applied within 24 hours.

I was approved for a refund of faulty item but haven’t received my refund?

If it has been 5 working days since your refund was processed, and you haven’t received your refund yet, please check your bank account again. If the refund is not visible please contact your credit card company, it may take some time before your refund is officially posted. If this is unsuccessful please contact your bank, again there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at wilfred.eco@outlook.com.

Replacement parts 
We will happily replace any faulty lids within 1 year of purchase, provided they have not been placed in the dishwasher, soaked or treated contrary to the usage guide. Please send photos with your email. If you have mistakenly placed your lid in the dishwasher we also sell replacement parts.

PRE-ORDERS

At times we will offer our items on a pre-order basis. By purchasing a pre-order item, you acknowledge that the product is currently out of stock and has been given an expected delivery time frame. You also acknowledge that delays may occur and as such, this delivery date is not definite. We will always do our best to meet timelines and will keep you informed as to the progress of your order.  

REPLACEMENT PARTS
We will happily replace any faulty lids within 1 year of purchase, provided they have not been placed in the dishwasher, soaked or treated contrary to the usage guide. Please send photos with your email. If you have mistakenly placed your lid in the dishwasher we also sell replacement parts.

 

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