Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the Eco-Living family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your delivery time will be dependent on your location and the item(s) you’re purchasing. Delivery is generally 7-14 days, unless it states Preorder in the product description.
Once your order has been dispatched, a tracking number will be issued and you will receive this via an email notification.
The tracking number can take up to seven days to update with additional information, but rest assured that your order is on its way to you!
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from Eco-Living HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 7-14 business days* from the day you place it.
*Please note: Although the delivery dates displayed on the product page and delivery page at checkout are estimates, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate – your order is on its way! Once your order has been dispatched, a tracking number will be issued and you will receive this via an email notification.
The tracking number can take up to seven days to update with additional information, but rest assured that your order is on its way to you!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our carrier quote us 7-14 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
Please be patient with the carrier as delays are outside of our control. If you have questions about the delay please do not hesitate to reach out to our team!
Unfortunately we are unable to refund and cancel due to carrier delays while your order is in transit to you
Can I change my shipping address?
Oops, is your order not being sent to the right address? Provided your order has not shipped, please send us the new details and we can attempt to change this over for you.
Due to the fast turnaround time for our orders, we cannot guarantee that we can update the address on an order already placed and/or shipped.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
We are committed to delivering our products as widely as possible. However, there may be certain areas we can't reach. If we're unable to ship to your postcode, you'll be informed at checkout or within 24 hours.
Product Questions
What are your wooden utensils made of?
Our essential utensils are handcrafted from sustainably sourced, chemical-free teak
Why have I only received part of my order?
To speed up the shipping process, items may come from different warehouses or be shipped at different times. This means you will receive separate parcels, possibly at different times and dates. Please wait a few days for your other product/s to arrive. Contact us if you have not received a few days later.
Packaging?
Our brand has been built on bringing high quality products at an accessible price point. Our collections are packaged for protection and to reduce shipping costs. Which we are then able to pass that on to our customers.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any Eco-Living product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Eco-Living products are only available on our online store.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
If you'd like to return your order, please get in touch with us here. We'll verify your order and provide a return shipping address. Please note that while we offer free shipping on all orders, return shipping costs are not covered.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
Payment
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@eco-living.com.au This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your Eco-Living stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
We are an Australian based company with our main warehouse overseas, which allows us to offer worldwide shipping, and reduce extra unnecessary freight
*Please note: Our Eco-Living HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.