Shipping & Returns
DELIVERY UPDATE: Our global courier partners have advised they are still operating as usual but there have been some impacts due to increased volume as online purchases are in high demand.
We have a flat rate of $16.95 CAD express shipping for all orders to Canada under $75.
For orders of $75CAD or more, we offer FREE express shipping for all online orders to Canada (exclusive of any other offers or discounts).
All Canadian orders are sent via DHL Express Courier and are anticipated to be delivered between 4-7 business days after order is dispatched.
Please note: We endeavour to dispatch orders from our warehouse within 1-2 business days, however during public holiday periods and sales this may take slightly longer. Once your goodies are dispatched and on their way to you, you will receive a shipping notification via email.
Please note we have a maximum limit of 10 of the same product allowed in any one transaction online. Any more than this will be flagged with our online team. Should you require more than this quantity please contact our Customer Service team on firstname.lastname@example.org.
All parcels sent must be signed for. Delivery instructions can be provided when placing an order. Eco Tan & Eco By Sonya Driver accept no responsibility for lost or missing orders if you have given permission for the parcel to be left unattended without being signed for. Please ensure to collect your order from the designated Post Office or Parcel Locker within the provided timeframe to avoid parcels being returned to us as additional shipping costs may occur.
Please note: We send to residential and business addresses both in Australia and Internationally. We can only send to PO Boxes and Parcel Lockers in Australia.
FREQUENTLY ASKED QUESTIONS:
My item arrived broken or faulty
For items that arrive broken or damaged, take an immediate photograph of how they arrived and email email@example.com and we will guide you through the returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to chat with you.
What happens if I am unhappy with the product I purchase or I changed my mind?
We want you to be completely happy with your purchase so, should you wish to return an item that you’ve purchased, please complete the Returns Form or contact us within 21 days of receiving your product. You will need to ship us back the item, unopened and unused, within 21 days of receiving your product and within 7 days of contacting us, and a store credit will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advise that the items must meet the following conditions before any store credit will be issued:
- Proof of purchase must be provided to clearly state that the item was purchased online from Eco Tan
- Items purchased as part of a set or a multi-item pack must be returned as a whole set
- Gifts with Purchase and samples must also be returned if it is included in the purchase.
*Shipping costs will not be refunded by Eco Tan.
We recommend that you return items using a trackable postage method. Eco Tan will not be held liable for parcels lost in transit.
I have been sent the wrong item
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email it to firstname.lastname@example.org and we will guide you through the returns process. You must email us within 7 days of receiving your order.
What is the policy for returning items purchased in store?
Products purchased through a stockist can be returned to the retailer where they were originally purchased for a refund or exchange, or returned through our head office. We strongly recommend you keep your receipt and check individual retailers returns policy and conditions.
What if I enter the wrong delivery address?
In the event you have incorrectly entered information please reach out email@example.com to update information or cancel an order. As all orders and shipping labels are automated we can not guarantee that our online orders team will be able to intercept the order prior to be dispatched.
Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
Eco Tan will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.
Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us.
Please note that Eco Tan and Eco By Sonya Driver are not responsible for any return shipping costs.
If in the rare event an item arrives broken or faulty, take an immediate photo and email us within 21 days of receipt to firstname.lastname@example.org. We will then guide you through the returns process.
We do not accept returns on our Professional Solutions unless they fall within the ACCC Consumer guarantee
We do not offer any returns on free products.
Products must be purchased using one of the payment options available on our website to be eligible for a return or store credit.
HOW IT WORKS
Get in touch
To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us – it makes the process a lot easier.
We’ll get back to you
One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.
Pack & Send
Pack up your item carefully and send it to us. Make sure you include the email from our Customer Service team member with approval for the return.
Then what happens?
Allow up to 21 days for processing the store credit or exchange.