Shipping & Returns

Our warehouse and logistics partners are doing an amazing job keeping our operations running smoothly during the COVID-19 pandemic. Despite everyone's best efforts, unexpected delays can occur across logistics and shipping channels. If your order is impact by this, we ask for your understanding and patience as our team works to resolve any issues.

Like everyone else, we've made some changes to the way we operate  - increased safety measures, social distancing and capacity limits. Other factors contributing to delays include fewer postal collections, limited flights and increased volumes as more people are now shopping online.

Our warehouse staff are continuing to work tirelessly under these difficult circumstances and are doing all they can to ensure our orders are fulfilled as fast as possible. We thank everyone for their patience during this time and appreciate the ongoing support.

We happily offer store credits if you purchase a product that’s not right for you. Please note, your product must be unused and returned within 30 days of your order being delivered. Unfortunately used products cannot be returned due to hygiene reasons. Any damaged or faulty products will be replaced when reported within 14 days of receiving.

We offer two packaging options. By default, orders are shipped in our sustainable, oxo-biodegradable satchels that degrade in landfill without releasing methane during degradation. If your order is for a gift, you can choose to upgrade to a gift  box for $5. We’ll beautifully pack your order in our signature gift box, then place it into a mailing box for protection. We do not include packing slips or invoices with any orders in an attempt to reduce waste.

International orders may be charged import duties & taxes by your local customs agency. Every country has its own rates and fees, so we recommend checking those relevant to your shipping destination prior to finalising your order. Unfortunately, you cannot cancel or refund your order due to taxes or duty charges once it has been placed.

Below are some helpful websites for you to find those relevant to you: 

• Canada: https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html
• EU: https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/buying-goods-online-coming-from-a-noneu-union-country_en
• UK: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

If you decide to not pay the import taxes or duties on your order and reject the parcel, unfortunately we are not able to refund you for your order.

Please note we do not partially fulfil orders that contain a pre-ordered item. Your order will only be fulfilled once that item comes into stock. Please purchase separately if you wish to receive your in-stock items sooner.

Shipping Insurance offers premium protection and safety on orders in the event they are lost or damaged during transit. We'll replace your full order at no additional charge. In order to qualify for insurance on lost orders, your parcel must be deemed lost by the parcel carrier via written confirmation. In the event your order is damaged, you must report any damages within 5 business days with photographic evidence. Shipping Insurance is not claimable in the event packages are stolen after being left in a safe place by the shipping carrier.
If your order is lost or damaged during transit and shipping insurance was not purchased, unfortunately we are unable to replace your order.