If your order within Australia has been in transit for more than 10 business days, please complete this form here. We will ask the courier to investigate the whereabouts of your parcel.
I HAVEN'T RECEIVED MY COCONUT BOWLS
Please check the tracking link that you should have received via email. If there is limited information there may be a postal service delay (or customs delay if you’re from New Zealand).
We kindly ask that you remain patient, and only ask us to investigate if it has been more than 10 business days since you placed your order.
If your order has not arrived within 10 business days and the tracking information is unclear, please complete this form here. We will ask the courier to investigate the whereabouts of your parcel, and if necessary send you a replacement order.
SHIPPING ADDRESS PROBLEMS
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, mis-delivery errors, due to incorrect shipping addresses.
If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. Alternatively, we can ship your order to your correct address. The shipping fees will be invoiced to the customer before re-shipping your order.
On rare occasions parcels do get lost in transit. While we are not responsible for any lost parcels, we want to ensure you receive the products that you ordered. If you believe your package has been lost, please review your tracking information and contact the postal carrier to request an investigation into the whereabouts of your order.
Once you have feedback from the postal carrier, please contact us at firstname.lastname@example.org with feedback. We will then determine whether the parcel is lost in transit or still en route.
Shipping carriers typically request up to 21 days to find lost parcels after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue another shipment.
If your package gets returned to us due to being "uncollected" or "un called for", you may choose to be refunded for the product(s), not for shipping or alternatively, we can ship your order again. The shipping fees will be invoiced to the customer before re-shipping your order.
SHIPMENTS MARKED AS DELIVERED
If you have not received your order and the tracking suggests delivery, it is the customers responsibility to contact the courier for further information about delivery, as often this may be held for you at the local post office, may have been left with a neighbour or left in a secure place for you.
While we are not responsible for any parcels marked as delivered, we want to ensure you receive the products that you ordered. If after talking to the courier you still cannot locate your parcel, we recommend filing a claim with the courier for a refund of your purchase and any shipping costs, most couriers will provide a refund of up to $100. Once a claim has been filed, please send to email@example.com and we will send your parcel out a second time and pass on the shipping costs to you.
ADDITIONAL INTERNATIONAL FEES
The customer is responsible for any additional shipping charges, duties and taxes as a a result of importing. We highly recommend that you consult your country’s tax and duties requirements before purchase. Customers are responsible for paying International Customs Charge, when applicable, which is not included with purchase.