GENERAL DELIVERY INFORMATION
After your purchase is completed, we will organise for your order to be dispatched as quickly as possible. As part of the process, you will receive at least two emails from us – one confirming your order has been placed and another including a tracking link so you can stay in the loop. Depending on the courier used, you may receive further updates via SMS and/or email.
We aim to process your order as soon as possible within standard working hours. Items being dispatched from our Sydney warehouse will normally be sent within 1 to 2 business day after your order has been placed. Items being sent directly from our suppliers will typically be sent within 1 to 3 business day (supplier’s local time) after your order has been placed.
PLEASE NOTE THAT DURING THE COVID-19 CRISIS WE WILL BE SHIPPING LESS FREQUENTLY THAN DAILY, SO THERE MIGHT BE A 2-3 DAY DELAY BETWEEN ORDER PLACEMENT & ORDER SHIPMENT. THIS IS NECESSARY FOR OUR SAFETY AND THE SAFETY OF THE DELIVERY DRIVERS WE INTERACT WITH.
Product-specific delivery timeframes are provided under the Shipping + Delivery tab on each product page.
All delivery timeframes are estimates only, and do not take into account processing times or transit delays.
Please note that delivery to regional, rural and Western Australia addresses can result in longer delivery times.
WE HAVE NOTED SLIGHT DELAYS TO ALL DELIVERY SERVICES (DOMESTIC & INTERNATIONAL) OVER RECENT WEEKS AS A RESULT OF ADDITIONAL SAFETY MEASURES BEING PUT IN PLACE BY ALL OUR SHIPPING PARTNERS.
Shipping will be calculated at checkout and will be based on the combination of items in your cart.
Each product belongs to a 'shipping group'. A product's shipping group is indicated on its Shipping + Delivery tab.
All amounts are in $AUD.
UK & EU
The above charges are cumulative, and have been set to reflect the actual shipping costs passed onto us by our vendors.
When one or more items in your order are being shipped to you directly by the brand (as noted on the relevant product page), the brand's standard shipping service will apply.
All orders are fully trackable and you'll be sent an email and/or SMS with tracking information as soon as it's available.
Delivery timeframes are provided as a guide only, and the actual delivery time will depend on various factors. Please check the delivery information on each product for product-specific delivery timeframes.
Please note that while we endeavour to communicate your delivery instructions such as Authority to Leave, it is often up to the discretion of the courier.
It is your responsibility to enter the correct delivery address details at the time of ordering. Ecoture cannot accept responsibility for missing parcels due to an address being entered incorrectly.
We recommend that you provide a secure daytime delivery address for your order, as a signature will normally be required upon delivery.
Should you enter the wrong address, Ecoture is not obligated to re-send your order to the correct address at our expense.
Should a parcel be returned to us undelivered, Ecoture will inform you of this and process a refund, deducting the shipping costs. You will be notified when the refund has been processed.
We start processing and packing your order as soon as possible after you complete your purchase. This helps us to send your goods to you as fast as possible, but also means that we’re unable to make changes to your order, including amending the delivery address, changing colours/sizes or removing items.
DUE TO RESTRICTIONS CURRENTLY IN PLACE, ALL SHIPMENTS DURING THE COVID-19 CRISIS WILL BE SENT ON AN AUTHORITY TO LEAVE BASIS (I.E. NO SIGNATURE WILL BE REQUIRED). IF YOU ARE CONCERNED ABOUT SECURITY, PLEASE LET US KNOW AT THE TIME OF ORDERING SO WE CAN LOOK AT ALTERNATIVES.
We do not currently offer delivery to Click & Collection locations.
Delivery charges are non-refundable unless the order contains faulty items. For more information, please see our Returns Policy.
LOST OR DAMAGED GOODS
If your order is lost or damaged in transit, please contact us within 7 working days of dispatch with your order number so that we may assist you. We will need to raise a full investigation with the relevant courier, which can take up to 2 weeks to confirm with them that you have not received your parcel.
DUTIES & TAXES
In accordance with Australian export regulations, Ecoture is required to declare the exact value of all items and identify the order as dutiable ‘merchandise’. We are also prohibited by law from identifying an order as a ‘gift’ for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.
All international purchases are exempt from Australian GST. However, any taxes or duties that may be applied by customs at the destination country are the responsibility of the delivery recipient.
For information on what you may need to pay in customs and import duties, you can use an online calculator.
If you have any questions regarding shipping rates or delivery timeframes, or if you need help tracking your order, please email us.