Shipping & Returns
Australian online orders: We have a shipping flat rate of $11.95AUD and an express rate of $16.95AUD.
International online orders: We have an express shipping rate of $16.95AUD.
For all online orders of $65AUD or more we offer FREE standard shipping (exclusive of any other offers or discounts). For a limited time $4.95 EXPRESS SHIPPING on all AUSTRALIAN orders over $65.
We do NOT ship to China due to current animal testing laws.
Please note that Eco Tan does not currently ship to the following countries: Mexico, Brazil, India, Sri Lanka and China. If you are resident in any of these countries and still wish to purchase our amazing products, please email firstname.lastname@example.org as we may have a stockist in your area.
UPDATE: Australia Post have advised they are still operating as usual but there have been some impacts in Australia & NZ due to increased volume as online purchases are in high demand. Please see AUS POST website for further information.
All Australian online orders via standard shipping are anticipated to be delivered within 3-7 business days for QLD, VIC, NSW and 7- 10 business days for SA, WA, TAS and are shipped via Australia Post.
Australian EXPRESS Shipping online orders must be placed before 11am for same day dispatch. Express orders placed after 11am will dispatch next business day. Express orders are anticipated to be delivered within 2-3 business days to most metropolitan areas (express shipping may take up to 5-7 business days to remote Australian locations).
All international orders are anticipated to be delivered within 5-10 business days (depending on current customs clearance impacts).
FREQUENTLY ASKED QUESTIONS:
My item arrived broken or faulty.
For items that arrive broken or damaged, take an immediate photograph of how they arrived and email email@example.com and we will guide you through the returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to chat with you.
What happens if I am unhappy with the product I purchase or I changed my mind?
We want you to be completely happy with your purchase so, should you wish to return an item that you’ve purchased, please complete the Returns Form or contact us within 21 days of receiving your product. You will need to ship us back the item within 7 days of contacting us, and a store credit will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advise that proof of purchase must be provided.
*Shipping costs will not be refunded by Eco Tan.
We recommend that you return items using a trackable postage method. Eco Tan will not be held liable for parcels lost in transit.
I have been sent the wrong item.
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email it to firstname.lastname@example.org and we will guide you through the returns process. Email us within 21 days of receiving your order.
What is the policy for returning items purchased in store?
Products purchased through a stockist may be returned us by contacting email@example.com. We strongly recommend you keep your receipt.
What if I enter the wrong delivery address or order details/products?
In the event you have incorrectly entered information please reach out firstname.lastname@example.org to update information or cancel an order. As all orders and shipping labels are automated we can not guarantee that our online orders team will be able to intercept the order prior to it being dispatched.
Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
Eco Tan will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address
All parcels sent must be signed for at the provided delivery address to be received unless stated otherwise when placing order. Eco Tan & Eco By Sonya Driver accept no responsibility for lost or missing orders if you have given permission for the parcel to be left unattended without being signed for. Please use your tracking order and try to ensure you are at the address provide to accept and sign for your parcel. Should no one be home a card will be left stating where you can collect your parcel from – please ensure to collect from your closest collections within the provided timeframe to avoid parcels being returned to us.
Please note: we send to residential or business addresses & and internationally. (also PO boxes in Australia ONLY )
Please note we have a maximum limit of 10 of the same product allowed in any one transaction online. Any more than this will be flagged with our online team. Should you require more than this quantity please contact our Customer Service team on email@example.com.
Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us.
If you have opened your products and have another concern, please complete the Returns Form below.
We do not accept returns on our Professional Solutions unless they fall within the ACCC Consumer guarantee.
HOW IT WORKS
- Get in touch: To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us – it makes the process a lot easier.
- We’ll get back to you: One of our Customer Service team members will contact you via email with instructions on how to get your item back to us
- Pack & Send: Pack up your item carefully and send it to us. Make sure you include the email from our Customer Service team member with approval for the return.
- Then what happens? Allow up to 14 days for processing the store credit or exchange.