DOMESTIC SHIPPING (WITHIN AUSTRALIA)
INTERNATIONAL SHIPPING (OUTSIDE AUSTRALIA)
If you are located outside of Australia, we offer two services. Both of the below options cost a flat rate of $14.95 or are FREE with orders over $150:
DHL EXPRESS (USA-RECOMMENDED)
After your order has been processed you will receive a shipping confirmation email complete with tracking details. Signature will be required upon delivery. All international orders require a phone number for delivery and must be delivered to a residential address. They cannot be delivered to a PO Box or Hotel. If you are not home at the time of delivery DHL will contact you to arrange another delivery time and/or location. If you wish to have your parcel left at your delivery address please enter 'ATL' (Authorisation To Leave) in your order notes.
AUSTRALIA POST PACK & TRACK (NON-USA RECOMMENDED)
After your order has been processed you will receive a shipping confirmation email complete with tracking details. All international orders require a phone number for delivery and must be delivered to a residential address. They cannot be delivered to a PO Box or Hotel.
*International shipments may incur customs and import taxes. All international customers are responsible for the customs rates within their own country. Erstwilder is required by law to declare the full $ value paid on international shipments and must include an invoice for customs upon request. For further information, we recommend contacting your local customs office. Our recommendation of international shipping options is based on experience and feedback from our community. DHL Express is a faster service than Australia Post Pack & Track. DHL Express incurs no additional duty/customers charges in the USA (up to $800 RRP) but outside of this region it may carry higher customs/duty taxes and shipping charges depending on your region as compared to Australia Post Pack & Track. Please select the option you would prefer at checkout. Unfortunately, due to carrier limitations, we are unable to service some countries with either option. In this case we will use Australia Post Standard Airmail, so long as this service can ship to your country. Note the Australia Post Standard Airmail does not include tracking.
CUSTOMS / IMPORT TAXES AND DUTIES FOR INTERNATIONAL SHIPPING
Some countries charge duties and taxes upon receipt of international parcels. This depends on many factors including but not limited to the order value. All international customers are responsible for the customs rates within their own country. Erstwilder is required by law to declare the FULL $ value paid on all international shipments. For further information about the duties and taxes which may apply to you please contact your local customs office.
RETURNING OR EXCHANGING AN ITEM BOUGHT AT ERSTWILDER.COM
We want you to love your Erstwilder purchases, that’s why we offer a comprehensive 21-day refund or exchange policy for all purchases on erstwilder.com. If you’ve changed your mind or received a faulty product simply email our team at firstname.lastname@example.org to give us a heads up and be sure to include ‘returns’ in the subject line along with your contact details, order number and reason for the return in the body of the email. Still have a question? Feel free to Contact Us before placing your order or requesting a return.
All items must be returned in their original condition and with the Erstwilder branded packaging. Please direct returns to:
Att: Erstwilder Returns
PO BOX 8001
Burwood Heights, Victoria, Australia, 3151
RETURNING OR EXCHANGING AN ITEM BOUGHT AT AN ERSTWILDER STOCKIST
Return and exchange policies are subject to the discretion of individual stockists. The same policy stated above may not apply. If you have purchased an Erstwilder product from an authorised stockist any request for a refund or exchange must be first directed to the store of purchase.
I HAVE NOT RECEIVED MY REFUNDPlease allow 5-10 working days for a refund to appear in your bank account. If it has been longer than 2 weeks please Contact Us and we’ll be sure to follow up your refund immediately.