SHIPPING AND RETURNS
Era97 uses Australia Post to ship all orders. For Australian customers, standard shipping is a flat rate fee of $8.95 and is FREE when you spend over $120. Express shipping is a flat rate fee of $11.95.
Rest of world shipping will be calculated at checkout and is dependant on your country.
Please note shipping arrival dates are an estimate only, and may change due to delays that are out of our control. Due to COVID19 delays, shipping estimates are unavailable at the moment.
SHIPPING TIMES & TRACKING
All items will be delivered via Australia Post. If customers would like more information on the location of their items during shipping, it is their responsibility to follow up with Australia Post. Once your order is dispatched, you will receive an email with tracking information.
All stocked items will be dispatched within 24-48 hours from the date the order was placed. Some specialty or pre-order items (such as some items that are handmade) may take longer to ship; customers will be notified if so. Please note that all orders are sent on weekdays only.
CUSTOMS/ACCEPTANCE OF DELIVERY
Customers are responsible for organising their own acceptance of items based on the delivery options they choose. Any re-delivery of parcels needs to be arranged and paid for by the customer. Please note that payable import taxes and duties are the responsibility of the customer. Please check with your local customs to get an idea of any duties or taxes that may apply.
It is your responsibility to provide the correct shipping/delivery address for your order. If the wrong delivery address is provided, we will not refund your purchase or replace the goods.
RETURN TO SENDER
If your parcel is automatically returned to sender by the postal service, our returns team will contact you to arrange re-delivery when we receive it. Please note we are unable to offer a refund for a return to sender parcel.
ORDER DOES NOT ARRIVE
Australia Post online tools can be used to track your parcel. We encourage customers to track parcels. Era97 is not responsible for fault of delivery by Australia Post or DHL. Please let us know, however we are not able to refund in these circumstances.
RETURNS & EXCHANGE POLICY
*Please note we do not offer free returns*
All orders will arrive with a returns/exchange form, however if you have not received this with your package, email us at firstname.lastname@example.org to receive the form electronically and begin the returns process.
If you believe an item you have purchased from us is faulty, incorrect or you're missing an item, contact us at email@example.com with images of the fault. All claims need to be made within 10 days of receiving your order.
Refunds or exchanges must be made within 10 days of receiving your package. Your refund/exchange will then be processed within 3 business days of receiving the returned package.
For customers expecting a refund, it may take 5-10 business days for the refund to show in your account.
We advise that you re-use the compostable black mailer if possible, and that you return the package with tracked shipping, as lost packages cannot be refunded/exchanged.
All returned orders will be issued with either a credit note or refund to the value of the item(s) returned, excluding your return shipping costs. Please state if you prefer a credit note on your returns form. Online credit notes are valid for 12 months. You must submit your return request within 10 days of receiving your order.
RETURNS WILL ONLY BE ACCEPTED WHEN:
- Items are in their original condition.
- Items are in their original packaging.
- Tags remain attached to garments.
- Garments are unworn, unwashed and unstained.
- Swimwear must have hygiene sticker still attached
THE FOLLOWING IS NOT ACCEPTED FOR RETURNS:
- Products received without authorisation.
- Products purchased during a promotional sale
- Swimwear bottoms without a hygiene sticker attached
- Garments that have inbuilt underwear sewn into them.
- Products received in a condition other than their original condition.
- Products without their tags attached.
- Products that appear worn, smell of perfume, smoke, deodorant or body odour.
- Products that are marked or damaged in any way, that includes: fake tan, deodorant and makeup.
We have the the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the customer.
Our returns policy is in accordance with the Australian Consumer Law.
Australian customers can submit a return request via the returns tab.
Returns are free for Australian customers. Rest of world customers need to provide postage at their own cost.
Please note, we are not responsible for lost, stolen or undelivered returned parcels.