Returns & Exchanges
We understand that sometimes things just aren't quite right. That's why we have a 14-day returns policy.
If 14 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund or exchange. Sale and clearance items are not eligible for return.
Shipping costs are non-refundable. If you receive a refund, our cost of shipping will be deducted from your refund.
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 with tags attached
- Is returned within 14 days of receipt
- Is not a sale or clearance item
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 will incur a 2% restocking fee. This is the non-refundable merchant fees charged to us when processing a credit card payment.
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 2% restocking fee).
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 5 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 15 business days of your parcel being sent.
Contact
For returns queries, please contact our Customer Service team at hello@ecostork.com.au