Once you've placed an order on our website, quite a bit happens in quick succession:
1. You'll receive an automated order confirmation email from us. Please take a minute to check that it lists the correct items/colours/sizes and, if not, ASAP. It's a lot easier for us (and you) to deal with any issues at this stage than further down the track.
2. Your order information is transmitted electronically to our fulfilment team, which will almost immediately start picking all the items in your order that are in stock locally.
3. Any item(s) in your order that are not currently in stock locally will be ordered from the relevant supplier within 24 hours of your order being received. Where this is the case, you'll likely receive a second automated email from us to confirm this.
4. All locally-available items will generally be packed and dispatched to you the business day following your order confirmation. Tracking for these items will be provided as soon as it's available, so you can keep an eye on things as they head to you.
5. Where there's item(s) in your order that are not available for next business day dispatch, these will be packed and sent to you at the earliest possible opportunity, and again, tracking will be provided so that you can keep an eye out.
Unfortunately, because of the way orders are processed and communicated to our fulfilment team, we are unable to cancel or amend an order once it has been confirmed.
However, if you've really make a mistake (e.g. wrong size), ASAP with details and we'll see what we can manage (no promises).
Otherwise, you'll need to wait for your order to be delivered and then instigate a return request.
Yep, no problems.
The checkout page has space for two addresses - shipping address and billing address. The billing address you enter should match that of your chosen payment method (it's one of the built-in payment processing security checks), but the shipping address can be wherever you'd like your order sent to - a lucky gift recipient or your holiday villa, for instance.
When you place an order, you should receive an automatic order confirmation email from us. Usually these come through immediately, but depending on your device and connection, may take up to half an hour.
If you've placed an order and haven't received an order confirmation, it could be one of three things:
1. The email has ended up in your Junk/Spam folder. This can happen from time to time and depends on the settings of your email server.
2. You've used a different address for your order. Perhaps you used a work or uni email address, but you've checked your personal Inbox (we've all done it). All communications from us about your order will be sent to the email address you used at checkout.
3. You entered your email address incorrectly. If you think this is the case, just and we can resend your order confirmation to the email address of your choosing.
Yes. Ecoture is hosted on Shopify. Shopify provides us with the online e-commerce platform that allows us to sell our products to you.
Your data is securely stored through Shopify's data storage, databases and the general Shopify application. Your data is stored securely behind a firewall.
If you would like to access the personal information we hold about you, request an update or correction to any information, or request deletion of personal information, please using the subject line Privacy Request.
SHIPPING + DELIVERY
Shipping for your order will be calculated at checkout and will be based on the combination of items in your cart.
Our Shipping + Delivery page has all the details.
Domestic orders are shipped via courier (Couriers Please, Fastway, DHL) or Australia Post, depending on your delivery address. We aim to choose the speediest option for each order.
New Zealand orders
Most New Zealand orders are shipped via Sendle International, and should be received within 5 to 10 business days of dispatch, depending on factors such as final destination and assessment by New Zealand Customs.
Outside of Australia and New Zealand, we currently offer standard shipping to just about everywhere.
Most international orders will be sent via Sendle International, and should arrive within 10 business days of dispatch, depending on factors such as final destination and domestic customs clearance.
If your order include an item being shipped directly from the vendor, the vendor's choice of shipper will apply to that item. Your shipment confirmation email will have all the details you'll need.
We understand that PO boxes and parcel lockers offer a flexible and convenient way of having your parcels delivered to a secure location that doesn't require you (or someone else) to be home at the exact moment a courier chooses to pull up in your driveway.
Deliveries to PO boxes and parcel lockers will be via Australia Post (domestic and international).
There's no simple answer to this one, we're afraid. So, so many factors come into play.
Firstly, it depends on what you've ordered:
> Items in stock in our Sydney warehouse will generally be dispatched the business day following order placement.
> Some items will be sent to you directly by the vendor. For example, anything you've ordered from Altiir, HARA, Mighty Good Undies, Tasi Travels, Noumenon, ReCreate or Indecisive falls into this category. The relevant brand's specific shipping timeframes and services apply. We've tried to give an accurate estimate in each product description.
> Other items that are not currently in stock locally will be ordered in just for you. These typically arrive at our Sydney HQ first and are QCed before they're sent to you.
> Custom-made items, such as our gorgeous bespoke RAFA shoes and boots, will be made for you, and so will take even longer still. Again, we've estimated the timeframe on each product.
Secondly, it depends where you order's headed:
> Deliveries to metro areas are usually very speedy. Unfortunately, the further from a metro area you are, the longer it's going to take. Believe us, if we could do anything about that, we would.
Rest assured, though, that as soon as an order (or part of an order) is on its way to you, you'll receive a shipping confirmation email with a tracking link so you can keep an eye on the status of your delivery.
If it's been a couple of days since you placed your order and you haven't received a shipment confirmation, it might be because your order contains one or more items that have either been ordered in from an international supplier on your behalf or are being made to order.
Our standard is to require a signature on delivery for all orders we ship. We like to know that you got your goodies and that they didn't end up in the wrong hands!
There are some orders, though, that will not be sent signature on delivery. These are small satchels for which the courier default is an authority to leave, on the basis that they're small enough to fit comfortably in a normal mailbox and won't be left sitting around for all to see.
If you have any specific delivery instructions, please use the order notes section in your cart to let us know.
Once your order (or any part of your order) has left the building (whichever building is applicable), you'll receive an email from us containing a tracking link. That link will have up-to-date information on the status of your delivery.
Please note that it can take a few hours for information to first appear in a courier's system once an order has been collected from us.
Once you've received a shipment notification, you should be able to track the status of your order as it makes the journey from us to you.
If you've noticed that something looks wrong or there hasn't been a new scan in a couple of days and you're concerned about the status of your delivery, the easiest way to find out more information is to get in touch with the relevant delivery service/courier directly.
As the addressee, you have the right to raise an enquiry about your delivery, and it can often be easier and faster than if we do so on your behalf.
However, if you need more information about your parcel or you're having difficulty finding the information you need, please and we'll be happy to assist.
If you receive your parcel and something is missing, don't despair - we'll take care of it quickly and hassle-free.
Please with details of the missing item(s) as soon as you can after delivery.
As soon as we receive your request and verify the error, we will issue an immediate priority replacement shipment with the missing item(s). In cases where a replacement is not possible (for example, it's gone out of stock), you'll have the option of a refund. or store credit for the applicable amount.
We're human and we do make mistakes. So, if you happen to have received an incorrect item from us, don't worry - we'll take care of it quickly and hassle-free.
All you need to do is head to the Returns Portal. Enter your order number (including the ECO prefix) and the email address you used to place the order. Select the incorrect item, using 'Received incorrect item' as the return reason, and request an exchange, providing details of the error in the notes field.
Although our standard for quality is uncompromising, occasionally something will slip through the cracks or may become damaged in transit.
If you happen to have received a damaged or defective item from us, firstly, please accept our apologies, and secondly, don't worry - we'll take care of it quickly and hassle-free.
All you need to do is head to the Returns Portal. Enter your order number (including the ECO prefix) and the email address you used to place the order. Select the incorrect item, using 'Item is defective' or 'Damaged in transit' as the return reason, and request a return or replacement, providing details of the error in the notes field.
We currently accept payment by:
> Visa credit & debit cards
> MasterCard credit & debit cards
> American Express
> Apple Pay
> Google Pay
> Zip Pay**
* Australian & New Zealand customers only
* Australian customers only
You will be charged the full amount of your order at the time it is placed.
In a word, totally!
Ecoture is hosted on Shopify. Shopify provides us with the e-commerce platform that allows us to sell our products to you and also provides our payments processing, which complies with all requirements of the Payment Card Industry Data Security Standards (PCI-DSS).
Your purchase transaction data is stored for only as long as it is necessary to complete your purchase transaction. After that, you purchase transaction information is deleted.
If you choose to pay for an order with PayPal, your online security is managed in accordance with PayPal's strict buyer protection policies.
Afterpay is a buy now, pay later option available at checkout for our Australian & New Zealand customers.
Afterpay splits your order total over four interest-free fortnightly instalments (i.e. four payments over eight weeks). As long as repayments are made on time, you'll only ever pay the price of the item(s) you bought. Fees do apply, though, if you're late with or miss a payment.
Afterpay offers a super quick online application and approval process. Check out its website for all the details or create your account / login now.
PROMOS + GIFT CARDS
Ecoture Gift Cards are delivered by email (to you or to a nominated recipient) and contain instructions on how to redeem them at checkout.
Our gift cards have no additional processing fees.
If the entire gift card amount is not used in a single order, the remaining balance will remain active and can be used towards another purchase.
Ecoture Gift Cards are not returnable or refundable.
When you're at checkout, you should see a specific field to enter your gift card code, just below your order summary.
Once you enter your code and hit the 'Apply' button, your order subtotal will be adjusted automatically to reflect the gift card redemption amount.
Yes, provided there is a balance remaining on the card.
No, a gift card redemption is applied to your order before the calculation of any shipping and taxes.
Most discount codes cannot be applied to gift card purchases. The exception is a product-specific discount code where the product is Gift Card.
We're now issuing our gift cards without an expiry period.
Occasionally we offer promotions that use discount codes for percentages or flat-dollar amounts off products or orders. To take advantage of these offers, all you need to do is enter your discount code at checkout, in the field labelled 'Gift card or discount code'.
If the code hasn't expired and is valid with the items in your cart, the subtotal of your order will be adjusted accordingly.
Please note that discount codes do not affect shipping (unless it's specifically a shipping discount code) or taxes.
None of our discount codes is case-sensitive - 'hello10' should work identically to 'HELLO10'.
Discount codes cannot be combined (i.e. only one discount code or gift card code can be applied to an order). Unfortunately, it's not possible to use a discount code and any Ecoture Loop points you have on the same order. This is the default for our e-commerce platform.
In the event that you placed an order and forgot to use your discount code, we can look up the code in our system and apply it retrospecticaly in the form of a refund.
The fastest way to do this is to reply to the order confirmation email you received from us and list the discount code you forgot to apply to that order.
Assuming the code is valid, applies to the item(s) you ordered, and you qualify, our Customer Care team will apply the discount to the order and issue a refund of the discount amount to your original payment method.
RETURNS + EXCHANGES
We hope you love the items you buy from us, but understand that from time to time something may not be quite right, so we've tried to make the returns and exchange process as hassle-free as possible.
Our Exchanges + Returns Policy has all the details, but to summarise:
> We are happy to accept returns on most items within 30 days of purchase
> For a return to be accepted, the goods must be in their original condition
> There are certain items for which returns are not available (e.g. lingerie, beauty/grooming products), unless the item is faulty or has been sent to you in error
> Clearance items are 'final sale', although we'll do our beset to accommodate any requests for exchanges (for example, a different size or colour, if available)
> Most refunds will be processed in the form of store credit (Ecoture Loop points or gift card)
Eligible items can be returned within 30 days of purchase. Store credit is available for all approved returns and a refund will only be processed if an item is faulty or damaged.
To submit a return request, head to the Returns Portal and enter your order number and order email address. Follow the on-screen instructions.
You can exchange or return all non-excluded items (see below) as a change of mind* within 30 days of purchase, if the item is still in its original condition - unused/unworn, in original packaging and with the original tags still attached.
* Change of mind refers to a purchase where you got what you ordered, but simply changed your mind, found it cheaper somewhere else, did not like the item or had no use for it.
Due to hygiene reasons, we are unable to accept returns for lingerie, beauty/grooming products, headwear (hats and beanies) and pierced earrings, unless they are faulty or have been sent to you in error.
Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind with regards to colour, size and fit. You can choose a refund or exchange if a final sale item has a 'major problem'. 'Final sale' items are typically referred to as 'Clearance' and are clearly marked as such on site.
A number of our marketplace brands have slightly different returns policies that will take precedence over this Returns Policy. Where applicable, this is indicated on the relevant product page and is reflected in the options available in the returns portal.
The answer is 'definitely maybe'. We're always happy to arrange an exchange so that you end up with the style/colour/size that works for you. However, because we don't hold large quantities of inventory, it's not possible to guarantee that an exchange will be possible every time.
If you do wish to exchange an item (for example, for a different size or colour), please let us know as soon as possible so that we can reserve the item(s) for you.
Where an exchange isn't possible, we will normally issue you with Ecoture Loop points for the value of a return item(s), and these can then be used towards the purchase of an alternative item, either immediately or down the track.
There are no charges for returning an order or part of an order.
The original shipping charge (if applicable) is non-refundable.
You will have a choice of how you send item(s) back to us and there may be a postage or courier charge, depending on the option you select.
Please note that we will either provide you with a shipping label or reimburse you for any return costs if the return is due to an error by us (e.g. incorrect or faulty product shipped).
We understand it can be frustrating when things don't work the way they should. If you're trying to submit a return request via the returns portal but you're having trouble, it might be one of the following issues:
> The item is non-returnable
> The email address you're using to look up your order on the portal is different than the one you used to place the order
> You forgot to include the 'ECO' prefix as part of the order number.
If you're still having trouble, please and we'll be happy to assist.
Ethical fashion is a term often used to describe garments that are made in at least a minimum standard of working conditions. For us, it includes ensuring that the materials are responsibly sourced and that the workers are treated fairly and paid a living wage. This includes garment workers in developing and developed countries, craftspeople and artisans. For fashion to truly be ethical, companies must be transparent about their supply chains.
Sustainable fashion refers to items that are manufactured using one or more practices that reduce their overall environmental impact. There are many sustainable practices that businesses can employ, including using sustainably sourced materials, recycled and up-cycled materials, deadstock fabric, water treatment to reduce water waste, zero waste production and closed-loop production, just to name a few.
Fair trade is a global movement for change that advocates for better working conditions for farmers and workers in developing countries.
The Fairtrade Mark is the globally-recognised label that adorns Fairtrade Certified products. For a product to display the Fairtrade Mark it must meet the international Fairtrade social, economic and environmental standards set by the certification body Fairtrade International.
Vegetarians do not eat any meat, poultry, game, fish or shellfish, or consume any by-products of slaughter.
Veganism is a way of living that seeks to exclude, as far as is possible and practicable, all forms of exploitation of, and cruelty to, animals for food, clothing or any other purpose.
A vast majority of our products are vegan and contain no animal products or by-products. A small percentage of our beauty/grooming products are vegetarian, meaning they do not contain any by-products of animal slaughter, but may contain ingredients such as beeswax and/or honey, which excludes them from being classified as vegan. To make it easy, we use product icons on each product page.
'Vegan leather' is a leather-like substitute without the animal cruelty. But it can be made from many different things: PVC, polyurethane, even pineapple leaves and mushrooms!
Traditionally, many faux leather products were made from PVC or 'vinyl'. You're probably familiar with it being used for cheap handbags and upholstery. Thought it is still widely used by many brands today, the manufacturing of PVC involves the release of harmful chemicals that have a negative impact o the environment.
Polyurethane, or PU, is becoming an increasingly common alternative to PVC. It looks incredibly realistic and doesn't have the same harmful environmental impacts that PVC has. PU is used by many of our brands as a comfortable and cruelty-free alternative to leather. Next-gen PU fabrics commonly have a recycled and/or organic element to their composition.
With the rise of veganism and environmental awareness, an increasing amount of alternative leathers made from plants have been created, including Piñatex (made from the fibres of pineapple leaves) and MuSkin (extracted from mushroom caps). Relatively new, these alternatives should become more commonly used in years to come.
We made a conscious decision to avoid products made using silk or wool as neither fibre is considered vegan.
Cotton is one of the most common crops, accounting for about 30% of fibre production worldwide and approximately 2.5% of the world's arable land. However, cotton is an incredibly water-intensive crop and production relies heavily on the use of pesticides and insecticides.
Organic cotton, on the other hand, is grown using methods and materials that have a lower impact on the environment.