What are your payment methods?
Visa, MasterCard, PayPal or Direct deposit.
How will my order be shipped?
Your order will be shipped by courier, either by TNT or Australia Post Satchels, depending on your location.
Is your packaging environmentally friendly?
Yes, we use recycled cardboard boxes and recycled plastic packaging to protect your items during shipping. Nothing is single-use and we only use the minimum amount of tape necessary to secure your package.
How long will it take for my order to arrive?
We aim to have all order despatched within 3 business days, however if there is any delay with payment it could be longer. Postage to most metro areas in QLD, NSW, VIC, ACT and SA will take between 2-4 business days, and up to a week or more for rural areas, WA and TAS.
I think I have a faulty product, what do I do?
Please read our Retail Warranties and Returns section below and contact us with your problem.
My parcel has taken much longer than I thought it would, what do I do?
If your parcel is taking much longer to arrive than anticipated and you have tried tracking it yourself, please feel free to contact us and we can have the item tracked for you and make sure no problems have occurred. Please allow up to a week for any parcel to arrive. You can also log into your account and track your parcel yourself but obtaining the tracking details via your account.
What is your returns policy?
Returns are only accepted on warranty items and packing discrepancies, we do not allow returns for change of mind or unwanted items. All other conditions are assessed at our own discretion. Please be mindful that any packing discrepancies must be reported within 3 days of receiving the package in order to be rectified. For more information see Retail Warranties and Returns below and contact us.
I live in a country other than Australia, can I still order from you?
If you are an overseas customer please contact us directly with your enquiry and we will try to organise delivery for you.
Retail Shipping & Payment
Our shipping charges are set at a flat rate of $10 Australia wide.
Your order will be shipped either by TNT or Australia Post Satchels from our Gold Coast location. As our courier carriers are a third party and Independent from Naturally Sustainable, we therefore do not take responsibility for their delays in shipping.
We offer either Visa, MasterCard, PayPal or direct debit payment methods. Orders will only be sent once all payment has cleared on our end.
Retail Warranties and Returns
In the unlikely event that you have received a faulty product please contact us and let us know the situation within 7 days. Please either email or call us. Emailing however would be the best option as there is certain information that will require. Please provide as much detail as possible and if possible an image of the product, that way we generally won’t need to have the item sent back.
If the issue is clearly a manufacturing related fault and is found on delivery, we will provide you with a replacement. In the instance that the product is not available to be replaced we will either offer you a refund or a suitable substitute. It will be up to you, however we will not refund any freight costs paid. Notification of an unused faulty item must be reported within 7 days of your delivery.
Returns are only accepted on warranty items and packing discrepancies, we do not allow returns for change of mind or unwanted items. All other conditions are assessed at our own discretion. Please be mindful that any packing discrepancies must be reported within 3 days of receiving your package in order to be rectified.
Naturally Sustainable reserves the right to change product prices at any given time without notice.
Please feel free to contact us with any other questions you may have.