shipping & returns
In these Terms, 'us' 'we' or 'our' means Our Calm Place (ABN 96 732 571 406).
We charge a flat rate of $5 for standard delivery within Australia, $10 for express delivery within Australia or free shipping for orders over $75.
If you're local to the Northern Beaches you can arrange to pick up from us, free of charge.
Please note that items are normally processed and shipped within 2-4 business days of ordering. Express postage options do not guarantee prioritised processing. If your order is urgent, please email us directly at email@example.com and we'll do our best to get back to you and process your order expediently where possible.
When you place an order you will receive a reply e-mail acknowledging that your order has been received and your payment has been processed.
Most Australian orders are sent via Australia Post/Sendle with tracking included in postage costs. Please allow 2-4 days for processing before your item ships. You will receive a tracking number once your order shipped from Our Calm Place. Some rural locations will have orders delivered via Australia Post. In the unlikely event of delivery problems at our end, we will keep you informed by e-mail of expected dispatch dates.
We are not responsible for any additional shipping costs for returns, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Our Calm Place.
Default order shipping includes "Authority To Leave" instructions, whereby the postage carrier utilised for delivery are not required to collect signature on delivery and may leave your parcel unattended on your property. "Authority To Leave" instructions release Our Calm Place from all responsibility in regards to ensuring delivery to your person, including but not limited to situations of carrier delivery to the wrong address, goods stolen after delivery or damage that otherwise occurs due to delivery to your property with authority to leave.
"Signature On Delivery" postage services are available as outlined in the Checkout page. These may incur an extra cost. Our Calm Place endeavours to ensure that each parcel is clearly noted as requiring signature on delivery where this option is chosen; however, in the event that the parcel's carrier company does not correctly adhere to these instructions, Our Calm Place shall not be held accountable for any loss or damage resulting from these actions.
In the event that order processing is delayed due to circumstances beyond our control, we will contact you via email to discuss options around order dispatch times.
For any questions or comments regarding order shipping, please contact us at firstname.lastname@example.org
Returns and refunds
Each order is lovingly checked before we ship it to you – but occasionally items may be damaged during delivery. For breakages please contact us through email at email@example.com within 48 hours of the delivery of your purchase.
Please keep in mind that the products you are buying are handmade and 100% natural so they tend to have variations from batch to batch.
Your satisfaction is our top priority and we will do what we can to ensure your happiness with every purchase. Please don't hesitate to reach us at firstname.lastname@example.org if you are unhappy with your order.
In most cases, returns are processed as store-credit or exchange due to the nature of our products. However in rare cases, we will offer refunds if product is returned due to an allergic reaction or damage/defect. In order to receive store-credit/refund, please reach out to us within 30 days of purchase and send the product back to us within 7 days of reaching out. There must be 80% or more of the product left in the bottle/jar in order to qualify.
If a product arrives broken or damaged, we are happy to send a replacement. However a photograph as proof of the damage/defect is required.
Please note we do not refund the shipping costs.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods may be exempt from being returned. Non-returnable items include: * Gift cards * Health and personal care items To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted: (if applicable) * Any item not in its original condition, is damaged or missing parts for reasons not due to our error. * Any item that is returned more than 30 days after delivery Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next contact your bank. 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 yet, please contact us at email@example.com. Sale items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at firstname.lastname@example.org for a return address. Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. Shipping To return your product, please contact us at email@example.com for a return address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.