Ecoture is temporarily closed in response to the global COVID-19 crisis

The current global situation is unprecedented. The rapid spread of COVID-19 and the changes that has brought (and will likely continue to bring) to our daily lives is head-spinning.

After re-opening over the past few days, we've again closed the site while we re-assess the best way forward under the current conditions.

Primarily, we don't want our actions to put the health and safety of the people we come into necessary contact with daily (such as delivery drivers, Australia Post staff, and other service providers) further at risk. Temporarily shutting down the site means that our interactions to facilitate order pick ups and incoming stock deliveries will be minimised.

Secondly, we're a two-woman team. From the website and its contents to the packing and shipping of orders to customer emails, it's just the two of us. If either of us were to become ill, we'd struggle to get done what needs to be done to run a business like ours. So we're going to hunker down to help protect ourselves and our loved ones from unnecessary physical contact for as long as is recommended.

Thirdly, the evolving situation has already caused unavoidable disruptions to parts of our supply chain. While this is hopefully only temporary, the rapid evolution of the COVID-19 crisis means we just don't know what's around the corner and are far from being able to guarantee our usual high standards of customer service. We've already seen a slight blow out in delivery timeframes, and expect more such disruptions over coming days and weeks. 

Finally, we understand that many of you will be facing a great deal of uncertainty around job security, etc. in coming days, weeks and perhaps months, and will face shifting priorities as circumstances change. We know that spending will be reprioritised. In normal times, buying a new pair of shoes/boots, handbag or dress might be deemed perfectly necessary, but let's face it, these are hardly 'essential' when there's so much more at stake.

 

As a small business that has always run on hard work and passion, we hope that a temporary closure will allow us to come back stronger once the current crisis abates and a semblance of normality returns to all our lives. We are so grateful for the support of our customers over the past 3.5 years and hope that we see you again, sooner rather than later. 

We wish you and your loved ones well. Stay safe, stay healthy & stay sane during these most unusual times.

Rebecca & Caitlin
xo

 

Some questions, answered

How long will you be closed?

That's impossible to answer right now. We'll be closely monitoring the situation both in Australia and globally and will make a decision to re-open when it seems appropriate. We will email all subscribers to advise of any change(s) to the current situation. If you're not already a subscriber you can sign up using the form below. We won't be sending marketing emails while we're closed, but will let you know when the site is back up and running.

I recently placed an order and haven't received it yet. What's the go?

If you have received a shipment confirmation email from us with tracking, your order is on its way. There have been slight delays with some domestic deliveries, but you should have your parcel soon.

If your order hasn't shipped yet, it's likely because one or more items are on their way from an international supplier. Again, there have been slight delays with some incoming deliveries, but as soon as we receive the stock, we'll ship your order. As soon as your order has been booked for collection you'll receive an email confirmation with tracking details.

Can I request a return or exchange?

Of course. Please use our Returns Portal to submit any return or exchange requests. There may be delays in processing, but we don't expect those to be significant.

PLEASE NOTE THAT ALL ORDERS PLACED SINCE FRIDAY, 27 MARCH HAVE BEEN ON A 'FINAL SALE' BASIS AND ARE NON-RETURNABLE EXCEPT IN THE CASE OF FAULT OR DAMAGE, PER AUSTRALIAN CONSUMER LAW. PLEASE CONTACT US AS SOON AS POSSIBLE IF YOU HAVE RECEIVED A FAULTY OR DAMAGED ITEM SO THAT WE CAN TAKE THE APPROPRIATE STEPS.

You can also email us for any non-standard return/exchange requests or for an update on an outstanding return or exchange.

I have store credit / Ecoture Loop points / a gift card to spend.

All store credit, Ecoture Loop points and gift cards will remain untouched during the store closure, so they will immediately be available to you when we re-open.

Can I contact you while the site is closed?

Yes, you can email us at any time and someone will get back to you as soon as possible.

Can I still access my account while the site is closed?

Yes. You can access your account, including order history, here.