Frequently asked questions

WHAT ARE THE CHRISTMAS DELIVERY CUT OFFS?

Please see below for the last date to place an order to meet the Australia Post / Courier guidelines for an arrival before Christmas. Please note: delivery timelines cannot be 100% guaranteed, there are delays due to COVID. We recommend ordering as soon as possible to avoid disappointment.

Within Australia

  • Standard delivery: by 8am Friday 11th December
  • Express delivery: by 8am Friday 18th December

 

You can place orders after this date but we just can't guarantee its arrival before Christmas. We will be dispatching orders up until Christmas Eve and will then close for well-earned break before re-opening for dispatch on the 4th of January 2020. Our office will re-open from the 11th January 2021.

HOW LONG DOES DELIVERY TAKE?

 

DOMESTIC DELIVERIES (within Australia)

Once dispatched, we estimate delivery times of:

  • Sydney, Melbourne and Brisbane: 1-4 business days
  • Adelaide: 2-5 business days
  • Perth, NT & Tasmania: 5-7 business days
  • Regional hubs (eg. Wollongong, Gold Coast and Geelong): 2-4 business days
  • Other regional and remote areas can take longer for delivery.

 

For a more specific transit time guide, feel free to refer to the Australia Post delivery time calculator here.

 

INTERNATIONAL DELIVERIES (outside Australia)

We use Sendle (who are carbon neutral!) to deliver to the following counties: New Zealand, Singapore, United States, Canada, Ireland, the United Kingdom, Spain, Germany, Greece, Sweden, Switzerland, Belgium, Portugal, the Netherlands and France.

Zone 1 (NZ): 3-8 business days

Zone 2 (The rest): 6-13 business days

Any applicable duty and tax at destination country are receiver’s responsibility. If unsure, please familiarise yourself with customs requirements and import duty/tax thresholds in your country prior to placing an order.

Please note The Conscious Store does not cover import liabilities that may be applied by the government of the destination country. We not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. Under no circumstance will The Conscious Store accept any orders back due to rejection of customs charges.

The Conscious Store is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes.

DO YOU ACCEPT RETURNS?

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at hello@consciousstore.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@consciousstore.com.au.

We don't facilitate exchanges. The fastest way is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping charges are non-refundable. If you received FREE shipping on your order and decide to return/refund your items, you will be refunded the order amount minus the actual cost for shipping.

WHAT IF MY ORDER HAS BEEN DAMAGED?

Please check your order when you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item. Please email us at hello@consciousstore.com.au with your order number, description of the issue and photos. We will replace any defective / damaged items and of course, organise the right product to be sent to you if you've received the wrong item.

DO YOU OFFER RETURNS / EXCHANGES?

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@consciousstore.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@consciousstore.com.au.

Shipping charges are non-refundable. If you received FREE shipping on your order and decide to return/refund your items, you will be refunded the order amount minus the actual cost for shipping.

COVID-19 UPDATE

We are working hard during this time to ship orders. Please note, Australia Post is experiencing significant delays. Some areas are particularly affected, with delivery timeframes longer than usual. Australia Post has attributed these delays specifically to:
 
  • Reduction in air freight capacity and passenger flights (which also carry their parcels)
  • A significant increase in parcels due to more people shopping online and avoiding physical stores
  • Health & safety measures at their facilities (such as social distancing through zoning and dedicated shift start times to reduce cross over of workers)
  • Reduction of customs staff in some countries, delaying processing and clearance of imported parcels
 
Thanks for your patience and understanding during this time!

WHEN WILL MY ORDER BE SENT?

Orders are generally sent within 1-2 business days and your tracking link will be emailed to you on the day of dispatch. Please allow slightly longer for your order to be processed during COVID, sale periods, public holidays and Christmas.

HOW MUCH IS POSTAGE?

We offer free standard delivery for all orders over $100. Does not apply to wholesale orders. Sent via Australia Post Parcel Post with full tracking and signature on delivery.

Orders less than $100 will have the following shipping options:

  • Standard: Australia Post Parcel Post Flat Rate: $10 incl. GST
  • Express: Australia Post Parcel Post Flat Rate: $15 incl. GST

 

For international orders, shipping costs vary based on your location and your order. Our cart will give you an accurate shipping price.

HELP! I ENTERED MY ADDRESS INCORRECTLY!

If you accidentally provided the wrong address please email us immediately: hello@consciousstore.com.au

Unfortunately if your parcel has already been shipped we are unable to change the address and the cost to have the parcel reshipped will be at the customers expense.  

OH NO, MY ORDER HAS BEEN RETURNED TO SENDER! WHAT DO I DO.

DOMESTIC DELIVERIES:

The Conscious Store does not take responsibility for any uncollected parcels that are returned to sender, or incorrect addresses that are returned to sender. If your tracking states that the parcel has been delivered but you don't believe it has been first check around your property and ask neighbours to confirm it's not there. Then first check with your local post office before contacting us. Alternatively, for Domestic deliveries you can call Australia Post with your tracking number to acquire further information on 13 76 78. You can also enter your tracking number directly into the Australia Post website for updates. For international orders, you can contact Sendle with your tracking number or if your parcel has arrived into your country you can call your local Post Office. On the Sendle tracking page you'll find the local postal service tracking number at the bottom of the page - please note this may not be visible until the parcel has arrived into your country and has been passed over to your local postal service.

Please note, if an order is returned to sender due to the goods not claimed within the required time frame or an incorrect address provided, there are two options:

1. Providing the order has been received back to us we can refund the order minus the original shipping charge and return to sender fee

2. Once we receive the order back to us we can resend it, however the shipping charge will need to be paid again by customer prior to dispatch. We will send a link for payment.

If an order is not delivered within the timeframe, we can open an investigation with Australia Post or Sendle to locate the parcel. Please note, we cannot resend/refund the order until the investigation is complete and the parcel is either located or officially classified as lost.

 

HOW CAN I FIND OUT MORE PRODUCT INFORMATION?

If there is any information you aren't able to find on our website please get in touch and we'd be happy to assist. If you've purchased the product, the instructions for use and other information will be found on the product packaging.

HOW WILL MY PARCEL BE PACKAGED?

We ship our orders #PlasticFree. We use compostable satchels, cardboard wrapping and minimal packaging wherever possible. For our 'make it a gift' option, we will package your goods in one of our TCS cardboard gift boxes and carefully wrap the products with recycled GreenWrap. Any fragile goods will be wrapped carefully and sent in a sturdy cardboard box.

DO YOU WHOLESALE YOUR PRODUCTS?

Yes we do. Please get in touch with us at hello@consciousstore.com.au and tell us more about your business and why you'd like to partner with us.

If there are any questions we haven't answered please contact us on 1300 753 727 or email us at hello@consciousstore.com.au