Terms and Conditions

Shipping

Packaging and Postage

With a strong focus on sustainability, our packaging protects products and limits the use of additional print and marketing materials. We pack in recycled boxes where possible and/or reusable and/or recycled satchels. We use Standard Australia Post (with tracking) and Sendle. Postage is calculated according to weight and is advised at the checkout. You will be sent parcel tracking details as soon as your package has been posted. If your parcel has not arrived 20 business days after it was dispatched, please contact us.

Shipping Destinations

We are working on worldwide shipping. If you cannot find a postage price to your country, please email [email protected] , or use the contact form on this website for a quote. We are based in Australia and prices are in Australian Dollars. Conversions from other currencies will be handled automatically at checkout.

Expected Delivery Times

If you have ordered eco-dyed raffia bundles, please allow at least 2 weeks for delivery as most bundles are dyed to order. All other orders are processed within 24-48 hours. Please ensure that you provide your correct address at the time of ordering. Providing incorrect or incomplete address information may cause delays to your delivery.

Within Australia, expected delivery is 2 – 7 business days for Standard Post, depending on postcode. Some remote areas may take up to 14 business days. These estimates are a guide only.

For international delivery, expected timeframe is 10 – 21 business days for Standard Post, depending on location.

Issues with Delivery

If there is a problem with your order upon delivery, please contact us within 5 business days and we will do our best to rectify the situation. After this time, Ecosophy Sustainable Arts cannot accept responsibility for returns, replacements or exchanges.

Refunds and Returns

Ecosophy Sustainable Arts will not accept a request for a refund based on change of mind.

In the case of faulty items, you must contact us at [email protected] or via the contact form on this website within 5 business days after delivery. You will then be asked to return the item, unused and in the same condition that you received it. It must also be in the original packaging. Items posted are at the customer’s cost and risk.

Refunds will only be issued once the items have been received and inspected and found to be in the original condition and packaging. We will notify you of the outcome and offer an exchange, credit or refund.

Gift cards and online courses cannot be refunded.

Please Note: Slight variations in colour, shade and size of products will not be considered a fault as these variations are to be expected due to the hand made and sustainable nature of the products. Please read product descriptions carefully and note note that when viewing photos, colours may appear slightly differently on different devices, such as mobile phones, tablets & laptops.

Discount Codes

From time to time we may offer a discount or coupon code as part of a promotion.
Discount codes are entered as coupons at checkout as follows:

1. Click on “Have a coupon?”.
2. Enter the discount code.
   PLEASE NOTE: Discount codes must be entered exactly as shown in the promotion as they are case and space sensitive.
3. Click apply!

If during a sale or promotion, the discount code does not appear to be working, please email us BEFORE placing your order. Any orders placed without a code during a sale or promotion cannot be reimbursed after your transaction has been completed.