Shipping & Returns
CHRISTMAS SHIPPING TIMES
Please ensure that you take note of Christmas delivery times when making your orders. Whilst we will do our best to get your order to you, we do not have any control over shipping carriers and their delivery/pickup times.
Please request a specific service in the notes section if you prefer Sendle/Aus post.
Please see Christmas delivery times below.
We are currently offering flat rate shipping Australia wide for $9.95.
Our usual packing days are Sunday, Tuesday and Thursday with post going out on Monday, Wednesday and Friday mornings.
We will be using Sendle and Australia Post for shipping. (NOTE: If you have a preference of Carrier please advise in the order notes). Shipping times vary dependent on your location. If you require your package by a certain date, please get in touch before you make your order. In this case we recommend that you select the Express Post option (note that express does not change the packaging days unless requested).
Express Post and Courier Post is offered through Australia Post. Please refer to the Australia Post website for shipping times based on your location.
We will aim to post the majority of your packages with Sendle, however if costs are too high (rural areas) we will opt for Australia post and vice versa. 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.
If your package is shipped with Sendle, your parcel will be booked in for collection. Once a collection is booked, collection times are usually the following business day. However at times pickups may be delayed by an additional 1-3 days after fulfilment and this is unfortunately out of our hands and depends completely on the courier company.
Please provide delivery instructions (ie. Authority to leave) in the Notes section.
All packages are shipped from outside of Brisbane, 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. Services such as Sendle are pickup only services and may take 1-3 days to pickup your parcel once fulfilled.
When will I receive my parcel?
We endeavour to ship most orders within 1- 3 working days from when the order has been placed. Our packing days are Sunday evening, Tuesday evening and Thursday evening with post going out on Monday, Wednesday and Friday mornings. From there, 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.
Although we do our best to ensure most items are sent within 5 working days, we also have work and family commitments so please let us know if your order is urgent. Better yet, contact us at email@example.com prior to placing your order to ensure that we are able to meet your requirements and get your order to you in time.
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.
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 firstname.lastname@example.org 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.
We strongly advise that you use protective packaging and a tracking delivery service as we cannot provide credit for items that are lost in transit, arrive damaged, or otherwise don’t arrive.
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. Depending on where you live, the time it may take for your replacement product to reach you may vary.
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 10 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 10 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 email@example.com.
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.
If I place an order that contains 'pre-order' and 'in-stock' items, will the 'in stock' items be sent separately? Can I split my order?
If you order an item that is a ‘pre-order’ item along with items that are in-stock, your complete order will be sent once ALL items are in stock. As shipping costs need to be covered we are unable to split orders. If you would like to receive items separately, you will need to place separate orders for your ‘pre-order’ items and your ‘in-stock’ items.
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.
I BROKE MY BOTTLE!
We would like to make the transition to glass a little easier for you! If your first bottle breaks within the first year, we will give you a 50% discount on a replacement bottle! Just send us an email to firstname.lastname@example.org with photos of the broken bottle and we will send you your discount code. Please note this discount is only available once per bottle ordered.