Shipping & Returns

Australian Delivery | International DeliveryOur GuaranteeReturns | Gift Wrapping

 

Delivery within Australia 

If your order is...

Over $150Under $150
Standard - FREE
Express - $14.85

Standard - $9.90
Express - $14.85

The above applies to Australian orders only. View our International delivery rates here.

 

How long will it take to receive my order in Australia? (For international delivery, please see below)

Via Standard delivery - 3 to 7 days* (but often faster). If possible, please use a residential or business address rather than a PO Box as this will allow us to use a faster method of delivery.

Via Express delivery - 1 - 3 days*. If you select express delivery and we are unable to use an express service, we will contact you to discuss your delivery.

*Occasionally we might be waiting on stock to arrive into our warehouse before we can dispatch your order. If this is ever the case, we will contact you to let you know specifically when you can expect delivery. Please note that at busy times, such as Christmas, delivery may take a little longer than normal.

Who will deliver my order?

We use Australia Post. Bulky items such as our bamboo quilts may be sent by courier and may require a signature on delivery. Please see below for more details on international delivery.

What if I prefer a delivery company?

If you have a preference on the delivery companies above, please let us know (please note, this may affect delivery times and charges).

What if I'm not home at the time of delivery? Can I suggest a safe place?

We understand the hassle of having to arrange a redelivery or make a trip to the post office to pick up parcels (this defeats the purpose of online shopping, right?). Which is why we can arrange our couriers to leave your parcel in a safe place on your property if you are not home when they attempt delivery. Simply specify a place to leave the parcel in the comments box at the checkout. 

(Please note that in this instance, neither Bamboo Village nor the courier company can accept any responsibility for the continued safe custody or security of the goods and no proof of delivery shall be supplied). 

I haven't received my order – what can I do now?

On the rare occasion that delivery has taken longer than anticipated please call us on 1300 983 544. Our friendly team will resolve the issue in the fastest time possible.

 

International Delivery

Do you post internationally outside of Australia?

Yes, we post globally! We use Australia Post Express Post Courier for all international deliveries. Australia Post Express Post Courier is a tracked service. If you would like us to send your parcel via regular air mail (untracked, slightly cheaper) please let us know as we will need to quote your delivery charge. We do recommend sending via tracked delivery however, as this ensures that you can track your delivery from us to your door.

Will it affect the price if I buy a lot of items, or my order is heavy and bulky?

For heavy or bulky items, the delivery fee may be more than what is quoted below and, if this is the case, you will be contacted before your order is dispatched.

How much will delivery cost me?

International Zone Delivery ranges from
(based on items in your shopping cart)
New Zealand $14.95 - 59.95
Asia Pacific  $24.95 - 124.95
USA/Canada $29.95 - 159.95
Rest of World $49.95 - 169.95

 

What about charges when my parcel arrives in my country?

Any charges relating to customs charges, duty or other taxes when your parcel arrives at its destination country are your responsibility.

 

Our Guarantee

Do the products I buy from you come with a guarantee?

We believe in our products 100%, and spend a vast amount of time testing and trialling in order to ensure we stock only the best bamboo products for you to purchase. We don't manufacture our own products and this means we can be objective when choosing which premium brands and products to offer our customers. This is why we can guarantee our products.

What if something goes wrong with the performance of my product?

If you're not happy with the performance* of your bamboo products you can return them to us for replacement or refund. We love happy customers!

*Provided the care instructions have been followed, this covers excessive shrinkage, holes, distortion of shape, stitching issues, pilling or other defects. Every case is different so please give us a call to discuss how we can make your experience with us a happy one.

 

Returns 

We understand that sometimes an item you've bought online is not quite suitable for whatever reason. If this is the case, you are free to return your item to us within 30 days in its original condition and packaging to get a refund.

What can I return?

  • Any items received within 30 days of the order date
  • Items unworn and in unused condition with original tags still attached
  • Items in original packaging and in original condition

Can I exchange an item?

You're welcome to return and exchange an item you've received for another.

Simply send the item/s back to us (see instructions for returns below), and fill in the form that is included in your original order, where you can tell us what you'd like instead.

Once your original items are received by us, any differences in price will be refunded or charged to your original payment method if applicable. Shipping costs will also be applied for the exchanged items. We will then send out your exchange.

What are the shipping cost for returns?

The cost of return postage is the responsibility of the sender who is returning the parcel. We recommend that you use a tracking service and get proof of postage, as unfortunately we cannot accept responsibility if your returned items are lost in transit when they are returned to us.

How I do prepare the package to be returned to you?

1. Mark the items for return on the form included with your order

2. Carefully package your items so that they will not be damaged in transit

3. Address the parcel to our return address (this can be found on the form included with your order)

4. Lodge the parcel at an Australia Post Office

How long will it take to receive my refund?

Once we have received and inspected your return, your refund of the purchase price will be credited in the original form, minus any delivery charges paid on your original order. Please allow up to 10 business days for your refund to be processed.

What if my item is faulty when received?

We take great pride in the quality of our products so if, on the rare occasion, you discover your items to be faulty or damaged please call us on 1300 983 544 so we can discuss the best replacement/refund option for you.

 

Gift Wrapping

Short on time, or sending your gift directly from us to the lucky recipient? We can gift wrap for you!

How much does it cost and what is included?

Our luxury gift wrapping is charged at a flat rate of $8. This includes premium wrapping paper, a belly band, ribbon and gift card.

How do I add gift wrapping to my order?

After selecting a gift for the lucky friend or family member, add this Gift Wrapping product listing to your cart and head to the checkout to enter your billing details and the recipient's delivery details. Easy!

Can I include a special message to the recipient?

Yes – we can include a special message to the recipient, written by you. When you reach the Gift Wrapping page, simply add the text that you would like us to include in your card in the text box.

Will you make it look nice?

Yes! Gift wrapping is a secret passion of ours - we can't help but think of the joy on the face of the person opening the package, which is why we take extra time to wrap each gift beautifully with luxury wrap, coordinating belly band, ribbon and a gift card. Then we carefully pack the wrapped present into a larger box to protect our handiwork so it looks just as good on the doorstep of the recipient as it did leaving our warehouse. To date, we've not had any complaints about the state of our gift wrapping (only lovely compliments!) - and we'd like to keep it that way!

What about charges when my parcel arrives in my country?

Any charges relating to customs charges, duty or other taxes when your parcel arrives at its destination country are your responsibility.

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