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Returns & Exchanges

We understand that sometimes things just aren't quite right. That's why we have a 14-day returns policy. 

 

Change of Mind

We offer returns providing the item:

  • Is not damaged or soiled
  • Has not been used or worn
  • Is still in its original packaging
  • Is returned within 14 days of receipt
  • Is not subject to the exclusions listed below

 

Excluded Returns Items

Please choose carefully when purchasing the following items, as there are no returns unless the item is faulty:

  • Pacifiers
  • Breast pads
  • Bottle nipples/teats
  • Nursery Furniture including cots, drawers, change tables and change mats
  • Mattresses
  • Bedding accessories including quilts, mattress protectors and sheets
  • Cloth nappies and accessories including nappy liners and inserts
  • Cloth wipes
  • Gift Cards
  • Sale items

 

Proof of Purchase

In order for an item to be returned, we require a proof of purchase. Any one of the following documents is acceptable:

  • Online tax invoice (order confirmation will not be accepted)
  • Gift receipt
  • Credit Card statement

 

How to Return an Item

To return items, please email us hello@ecostork.com.au and provide the following information:

  • Your order number
  • Proof of purchase
  • Item/s to be returned
  • Reason for returning goods

We will email you with a Returns Authorisation number and details of how to send your item/s back.

For returns due to change of mind, it is the customer's responsibility to pay for return shipping. 

Our customer service team will assess the return and contact you regarding the outcome. Please note that delivery costs are non-refundable for change of mind returns. 

If exchanging, please return your unwanted items advising us the items you wish to exchange. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed.

Please note: refund requests made using Afterpay will incur a 7% fee, and Zip will incur a 5% fee. These are the non-refundable merchant fees charged to us by Afterpay and Zip.

We will email you as soon as your return is complete.

 

Order Cancellation

Once an order has been placed, there is a short window where you may be able to cancel the order. If your order has not yet been processed, then we are able to cancel it and refund you (less transaction fees).

Once your order has been despatched, we are unable to cancel it or change the shipping address.

 

Incorrect Item/Damaged On Arrival

If you receive an item you did not order or it arrived damaged, please contact us within 7 days of delivery with photos. If the item is damaged, please include a photo of the shipping carton.

 

Faulty Item

If you have purchased an item with a major fault, you have the right to ask for a replacement or refund under the Australian Consumer Law. If your item has a minor fault, we can choose to give you a free repair, replacement or refund. Please contact us with photos of the fault and our Customer Service team with assist you.

 

Delayed/Lost Parcels

Once your order has been despatched, we are not responsible for any delayed or lost parcels. Please refer to your order despatch email with tracking details and contact the freight company for further information.

If you have still not received your parcel, please contact us within 14 days of your parcel being sent.

 

Contact

For returns queries, please contact our Customer Service team at hello@ecostork.com.au

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