SHIPPING
Can I click and collect my order?
Yes, simply add the code CLICKANDCOLLECT at the checkout and you will receive an email when your parcel is ready to collect from Box Hill North, Melbourne, usually within 24-48 hours (Monday – Friday).
Do you deliver worldwide?
Yes, please see the table for shipping costs. We are based in Australia and prices are in Australian Dollars. Conversions from other currencies will be handled automatically at checkout.
How much does shipping cost?
We are located in Box Hill North, Melbourne, Australia and deliver our natural fibre craft supplies worldwide using compostable shipping bags. We use Australia Post (with tracking) and you can choose Standard Post or Express Post when placing your order. Postage is calculated according to weight and is advised at the checkout. Please see costs below. Delivery is free on orders over $250 in Australia up to 5kg (Standard Post).
How long will it take for my parcel to arrive?
Orders are processed on weekdays within 24-48 hours. Please ensure that you provide your correct address at the time of ordering. Providing incorrect or incomplete address information may cause delays to your delivery.
Within Australia, expected delivery is 2 - 7 business days for Standard Post, depending on postcode. Some remote areas may take up to 14 business days. These estimates are a guide only.
For international delivery, expected timeframe is 10 - 21 business days for Standard Post, depending on location. Shipping costs are available at the checkout. These estimates are a guide only. Please also note, that deliveries are not being accepted in some countries at the moment. Should you place an order and we are unable to deliver to your country, you will receive a full refund.
Can I track my parcel?
Yes, you will receive a tracking number from Australia Post when your order is despatched. It is your responsibility to track your order. If your tracking information is not up to date on the Australia Post website, it is advisable to check again a few days later. If your parcel has not arrived 20 business days after it was despatched, please contact us. Thank you for your patience and understanding.
What if my parcel doesn’t arrive?
If your parcel has not arrived 20 business days after it was despatched, please contact us. We will process a claim for a lost parcel from Australia Post and replace your order for you.
I’ve authorised to have my parcel left in a safe place, but I can’t find it. What now?
Check with your neighbours and if you live in an apartment complex, check the security camera footage, then contact Australia Post, who may be able to provide you with a photo of the delivery place. Unfortunately, we are not able to assist in this situation and it is your responsibility to contact Australia Post.
My delivery has arrived and there’s something missing or incorrect. What should I do?
If there is a problem with your order upon delivery, please contact us within 5 business days and we will do our best to rectify the situation. After this time, The Raffia Connection Pty Ltd cannot accept responsibility for returns, replacements or exchanges.