WE USE SENDLE
To provide the most ethical, fastest, and most affordable service possible to our customers, we deliver orders using Sendle. They are 100% carbon neutral. They're also a B Corp, a corporation that is certified for being beneficial to society. We use Australia Post from time to time if Sendle is unable to deliver.
Covid-19 impacts on delivery: Please note that our couriers are experiencing delivery delays due to a high volume of parcels. Find out more here. They have the authority to leave parcels at the address (as opposed to signature required) to limit physical contact.
Working days: Couriers do not operate on weekends and public holidays.
DELIVERY IN AUSTRALIA
- Free shipping for orders $100+
- $8.5 flat rate delivery for orders under -$99
- Within Victoria: Orders arrive in 1-2 working days.
- All other states: Orders arrive in 2-5 working days.
CLICK & COLLECT
You can pick up your orders from our store in Melbourne. Choose the 'Pick Up' option at checkout.
Delivery cost is calculated at checkout and is based on the weight of products and zone delivered to. Simply type in your address at checkout and Sendle will calculate the delivery. We use discounted Shopify Sendle rates.
Zone 1 - New Zealand | 4-6 working days.
Zone 2 - North America, Western Europe, Asia and the Pacific | 6-13 working days.
Zone 3 - Rest of the world | 10-15 working days.
Shipping costs are in Australian dollars. Use the currency converter in the bottom of the screen to shop in your currency.
OUR ORDER PACKAGING IS BIODEGRADABLE, REUSABLE & RECYCLABLE
We use noissue tissue paper and stickers to wrap your items. They're a sustainable brand and part of the Eco-Packaging Alliance, which means they'll plant trees for every order we make with them. They are FSC certified, using acid free paper and soy based inks.
When our satchels, tissue and paper run out temporarily from time to time, we use our EMAAN shopping bags which are made from reusable plastic.
PROCESSING YOUR ORDERS
Orders are processed Mon-Fri between 10am-3pm AEDT. Orders made after 3pm or on a day that the store is closed (On Eid and the day after) will be processed the next working day.
TRACK YOUR ORDER
Track your delivery here. Use the tracking ID emailed to you. Delivery is reliant on the services of Sendle and therefore we cannot guarantee arrival times for any delivery.
CANCELLATIONS & MODIFICATIONS
Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us. It is the customers responsibility to put the correct delivery address when placing an order.
UNDELIVERABLE / REFUSED PACKAGES
Parcels may not be delivered due to the following reasons: Multiple failed delivery attempts to address, insufficient or incorrect address or the customers failure to pick up parcel. These parcels are returned to us. We will then contact the customer and provide two options.
- Have the parcel delivered again. The customer will the need to pay for delivery.
- Exchange the amount spent on their order (excluding the cost of delivery) for store credit.
If the customer is unable to be reached within 14 days of the parcel being returned to us, these options will expire and the order will be cancelled.
LOST OR UNRECEIVED ORDERS
In the unlikely event your parcel is lost or not received by Sendle you'll need to file a claim as soon as possible using the tracking ID provided on the parcel.
- Emaan is NOT responsible for lost or unreceived packages.
- Emaan will NOT file an insurance claim on your behalf.
- Credit card chargebacks and PayPal disputes made due to lost or unreceived packages will be handled with the fullest extent of the law.
MISSING ITEMS IN ORDER
In the unlikely event your parcel contains missing items, please contact us within 3 days of receiving your package. Use the chat box in the bottom right corner. Or call/email us:
Phone: (03) 9386 6441
CUSTOMS, IMPORT TAX AND DUTY PAYMENTS
All Sendle parcels are counted as ‘Delivery Duties Unpaid’ (or DDU), which means that the receiver has to pay for any potential duties or charges associated with the parcel. Most Sendle parcels won’t require any import duties to be paid, because they’ll fall under the country’s low-value threshold.
If duties do need to be paid, the local postal or customs authority for that country will most likely get in touch with the receiver of the parcel to organise it with them directly. Further information can be found here.