Frequently Asked Questions….

PRIVACY POLICY

Ecostainable NEVER shares your information with third parties! Any email communications received from us will come from orders@ecostainable.com.au.  If you are in doubt of the authenticity of any email – delete it! If it is genuine, we will contact you again.

Ecostainable uses Secure Socket Layers (SSL) to ensure the connection between you and our website is secure.

PayPal is a secure payment gateway for credit card purchases.

If you pay using Credit Card over the phone, we never keep your details – they immediately destroyed once the transaction is approved.  We process these payments using Square.

If you ask us to keep your Credit Card details on file for future purchases, you will be asked to complete an authority form.

RETURNS/EXCHANGES

Buying online is supposed to make life easy, but sometimes things don’t arrive as we expect!  Ecostainable complies by Australian Consumer Law.

Damaged Items:
If a package or product arrives damaged, please take a photo of the damage and email us within 7 days at orders@ecostainable.com.au and the item will be replaced.

Change of Mind:
If you have decided you no longer want the item, we can accept returns*, so as long as the product has not been used, the packaging is entire and there is no evident tampering.
Returning products is at the customers expense and responsibility until it is received by Ecostainable, please consider insurance or tracking on your return. Please call or email us to obtain a return number.  Under consumer law you have 30 days from purchase to return an item.  We can offer you a refund or an exchange – delivery fees will apply as if a new purchase.

*excludes products that do not have a manufacturers seal, particularly body, cleaning, skin and hair care products. If you are not sure if you will be keeping the product you purchase, please let us know and we can ensure there is a seal on the product before it is dispatched.

Sale Items:
Items purchased on sale cannot be returned for a refund or exchange unless they are faulty.

Address for returns:
Ecostainable
C/- Post Office
LISMORE, VICTORIA, 3324.

SHIPPING

Ecostainable uses Australia Post’s Regular Parcel Post for delivery.  Delivery charges are calculated using product weight or cubic weight and options are given at the store checkout.  The charges are as follows:
~ up to 500g (less than $50 order) $7.95
~ up to 500g (over $50 order) FREE SHIPPING
~ 500g to 1kg $9.95
~ 1kg to 3kg $12.95
~ 3kg to 5kg $23.95
~ Over 5kg postage will be quoted and will need to be paid in addition to the order.

Orders can be sent using Express Parcel Post on request, but please note that Express Post is NOT covered under Australia Post’s NEXT DAY GUARANTEE – please use their delivery calculator to decide if Express is viable for you.

If you are unsure about delivery charges, please call us on 1800 870 100 or email orders@ecostainable.com.au.

In some instances, Ecostainable may organise delivery to come direct from our supplier, this is called ‘drop shipping’ and may be used on bulky items like toilet paper and bulk cleaning, kitchen and laundry products.

International shipping is available using Australia Post International Parcels – please contact us if you wish to have something delivered overseas.

We are trying our best to offer the cheapest delivery available and are seeking other options through numerous courier services. They will be offered as soon as possible.

PACKAGING

As we are a sustainable business, all packaging is re-used! (apart from mailing satchels and sticky tape) This includes bubble wrap, air pockets, zip lock bags, cardboard boxes, paper tubes etc!

For You:
Paper and cardboard packaging can be recycled in most council recycle bins.
Mailing satchels, plastic bags and bubble wrap can be recycled through the RedCycle system.

Let’s be sustainable together!

DISCLAIMER

Product information, directions and recommendations for use are supplied by manufacturers, customer testimonials and personal experiences.  Ecostainable is not a medical practitioner and we do not take into account any specific health conditions you may have.  We always recommend you obtain professional medical advice before using any products if you have any specific medical conditions.