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Shipping and Returns Policy

Shipping Information

We are currently using Australia Post to deliver alpaca fibre to your address. Where possible, we will dispatch your fibre order in the next business day. However, delivery times will depend on Australia Posts's delivery terms from our location in North East Tasmania to your location in Australia.

Australia-Wide Postage Costs

In order to minimise postage costs, your 100g packets of alpaca fibre will be vacuum packed just prior to dispatch.

Our current flat-rate shipping cost for up to 500g of product is $12.50.

At this stage we do not ship outside Australia. However, please contact us if you wish to make a purchase from another country.

Returns Policy

We only accept returns where there is a demonstrable fault with the product. If you are unhappy with your purchase, please contact us to discuss.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email.

Postage for Returns

We only replace items if they are defective or damaged. You will be responsible for paying for your own shipping costs and for returning your item. Shipping costs are non-refundable. If you need to exchange it for the same item, please send us an email. To return your product, you should mail your product to: 3 Coxs Lane, Branxholm Tasmania 7261.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact us for questions related to refunds and returns.

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