Terms and conditions on aussieBum online store

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Terms and Conditions

Buy

Changed your mind? No worries. Send us an email to order@aussieBum.com as soon as you possibly can so that we can act quickly.

For faster results, either forward the order confirmation email you received, or let us know your contact details and the relevant invoice number. Please be sure to let us know exactly what you need us to do.

Orders are typically processed in the morning from 7am. If your order has not yet been processed, we'll sort out the changes you requested. Even if your order is already out for delivery, we can still help when you receive it. After it's been delivered to you, simply email help@aussieBum.com to speak to our post-care customer support team.
We get how frustrating it can be to place an order from overseas and then discover that your local Customs Agency has slapped additional charges on your package.

If your order is being delivered to an Australian address: The Australian GST (Goods and Services Tax) is already included in the price of your items. (Please note that Norfolk Islands, Christmas Islands and Cocos Islands are GST exempt territories). If you are placing your order from Australia and the order is being sent overseas: The Australian GST is not applied. Result!

If you are placing an International Order from outside Australia: Although this doesn't always happen, international orders can incur taxes and duties as determined by the Customs Agency within the destination country. Assessment of duties and taxes are based upon the value of the order and the tax-free threshold for goods imported into your destination country. It's your responsibility as the recipient to pay any taxes or duties before collecting your order from your local post office or registered Customs agent.

Most European countries (France, Germany, Spain, Netherlands, Italy, Poland, Ireland, Greece, Finland, Portugal etc) apply taxes and duties for parcels of 22 Euros or more. In the United Kingdom, the threshold value for imported goods is £15. Click here LINK for a more detailed listing of the tax and duty charges for each country.

Quick Tip: Sometimes, imported Australian products are mistakenly valued at the local currency instead of Aussie dollars. (For example, goods with a value of $30 Australian dollars may be incorrectly valued at 30 Euros or £30 British pounds). To resolve this incorrect charge, you'll just need to present the Australian invoice and payment confirmation notice that we sent you.
Our goal at aussieBum is your complete satisfaction with great products of which we can both be proud.

You can find our Terms and Conditions here

Can't find the information you need? No hassle, just pop an email over to our customer service team at order@aussieBum.com.

Delivery

Standard Economy AusPost Delivery (includes tracking)
AusPost will deliver your parcel within about 5-10 business days. Delivery within Sydney Metro area is usually quicker – around 3 to 4 business days. You can check the current status of you delivery from Australia Post here.

If your package has not arrived within 10 business days from shipment, give your local Post Office a call just to make sure it's not waiting for your collection. If it's not there, give our Customer Service Team a call and we'll chase it up for you with AusPost.

Australian Express Delivery (includes tracking)
Express Post is a premium delivery service that offers guarantees delivery of your parcel within 1-2 business days within the Express Post network. This network covers over 80% of Australian business addresses, private addresses and Post Office boxes.

Take a look at the Australia Post Delivery Network Table to check if your postcode is included within the Express Post Network. You'll receive your Express Post tracking number in a notification email once the order has been dispatched. You can track your Express Post parcel here.
Guide to International Delivery
Please always check that you gave us the exact correct address details when placing your order, as even a tiny error can result in delivery delays. Deliveries are shipped from Australia, and delivery times will vary depending on your chosen shipping method and the destination of your order.

All shipping time guidelines are based on estimates provided by DHL Logistics. Please bear in mind that Customs Agencies in certain countries may delay the delivery of an order for up to 4 weeks for inspection or as a random security measure.

This applies to only a tiny percentage of orders shipped, but we unfortunately have no control over this and are not able to track the status of a package undergoing this process. Delays may occur in Belgium, Chile, France, Germany, Italy, Netherlands, Russia, and Spain. On very rare occasions, orders to Brazil and Portugal can also take longer.

Parcel delays are more likely to occur or be extended in the lead up to festive seasons and key sales periods. If nobody is home to take delivery of your package, local postal guidelines will apply.

Free Shipping via DHL Economy Airmail
For all aussieBum orders that offer free shipping, we use DHL Economy Airmail. It's a really easy and affordable shipping option for international small parcels. These shipping time guidelines below are based on estimates starting from the date your order was collected for delivery by DHL Airmail.

  • New Zealand: 3 to 5 business days.
  • Hong Kong / Singapore: 5 to 7 business days.
  • China: 7 to 11 business days.
  • Rest of Asia/Pacific: 7 to 12 business days.
  • France: 5 to 7 business days.
  • Germany: 6 to 10 business days.
  • United Kingdom: 5 to 10 business days.
  • Rest of Western Europe: 5 to 12 business days.
  • Canada: 5 to 11 business days.
  • USA: 5 to 9 business days.
  • Rest of the World. 5 to 12 business days.

* Please note that local postal services and customs agencies may delay the delivery of an order up to 21 business days after it's been shipped. If you haven't received your parcel within this timeframe, please contact us at support@aussieBum.com.

First Class Airmail (includes tracking)
First Class Airmail is recommended for bigger parcels or if you want to track the delivery status of your order. It offers the same delivery timeframes as DHL Economy Airmail (see above) with an added end-to-end tracking facility available here. This service is only available for selected countries.

DHL Express (includes tracking)
DHL Express is our fastest delivery option, arriving within 5 days of shipment. You can track every step of the delivery status of your order through the DHL Express website here. Shipments to the USA with a value of over $400.00 AUD: US Customs will require the consignee (parcel recipient, most likely you!) to fill out an importer form with your Social Security Number (SSN). Please ensure you have this number available if you're choosing DHL Express on such an order. Shipments to South Africa with a value of over 500 ZAR.

You'll require an Import code or Identification Number on the commercial invoice. DHL Express shipments to Russia can only be delivered to a valid business address in accordance with Russian customs rules.

Please note that DHL Express deliveries may be assessed for duties and taxes which are not covered by aussieBum. Failure to cover these charges will result in your shipment being returned to us. This racks up a big fee which is your responsibility to pay. By proceeding with DHL Express, you authorise aussieBum to charge the return fees to you.
Although this doesn't always happen, international orders can incur taxes and duties as determined by the Customs Agency within the destination country. Assessment of duties and taxes are based upon the value of the order and the tax-free threshold for goods imported into your destination country.

It's your responsibility as the recipient to pay any taxes or duties before collecting your order from your local post office or registered Customs agent. Most European countries (France, Germany, Spain, Netherlands, Italy, Poland, Ireland, Greece, Finland, Portugal etc) apply taxes and duties for parcels of 22 Euros or more. In the United Kingdom, the threshold value for imported goods is £15. Click here LINK for a more detailed listing of the tax and duty charges for each country.

Quick Tip: Sometimes, imported Australian products are mistakenly valued at the local currency instead of Aussie dollars. (For example, goods with a value of $30 Australian dollars may be incorrectly valued at 30 Euros or £30 British pounds).

To resolve this incorrect charge, you'll just need to present the Australian invoice and payment confirmation notice that we sent you. We are currently working with DHL Logistics towards offering the collection of the payment of import duties and taxes in the near future.

CountryLocal Customs Threshold *
Brazil180 BRL
New Zealand405 NZD
USA800 USD
Canada19 CAD
United Kingdom14 GBP
Germany21 EUR
France21 EUR
Spain21 EUR
Netherlands21 EUR
Italy21 EUR
Switzerland5 CHF
Andorra12 EUR
Cyprus16 EUR
Austria21 EUR
Latvia21 EUR
Denmark158 DKK
Portugal21 EUR
Slovakia21 EUR
Ireland21 EUR
Malta21 EUR
Poland91 PLN
Finland21 EUR
Greece21 EUR
Belgium21 EUR
Luxembourg21 EUR
Estonia21 EUR
Slovenia21 EUR
Russia7598 RUB
China54 CNY
Japan9872 JPY
Korea (South)164747 KRW
Singapore397 SGD
* This threshold value is the shopping bag value excluding shipping costs based on average currency exchange rates. Note: Currency exchange rates are updated daily and the customs thresholds may be changed by the local customs authorities. We check these values regularly and update them as soon as possible.

Returns and Exchanges

If you are not completely satisfied with your aussieBum purchase or have simply changed your mind, please return the item to us in its original condition within 90 days from date of receipt. We're happy to exchange the item for a different size, colour, or style.

If you prefer, we can issue you with a voucher or refund on receipt. As we widely advertise on the website, this no-quibbles policy does not include Sale items, product bundles or multi-pack discounts.

These are not eligible for refunds or exchanges unless there is a manufacturing fault. Please remember to include this Form stating your full name, order number, and items included in the parcel. If you'd like to receive your exchange faster, we recommend that you speed things up by placing your new order online and returning the unwanted item back to us for a refund.

As long as the items are in their original condition, simply send them back to us by post along with the Form within 90 days of receipt of delivery to this address:

aussieBum - Returns Department PO Box 125 Camperdown NSW 1450 AUSTRALIA

As soon as we've processed your exchange, we'll send you an email to let you know that your replacement order is on its way. If you've opted for a refund, the total amount for the items returned and accepted will be refunded to the payment method you used to make the original purchase. We'll use the same currency you chose for your order, too.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods and includes delivery tracking. Unfortunately, we can't accept responsibility for any problems occurring in transit with the products you're returning to us.
As we make as clear as we can on the website, our exchange policy doesn't include Sale items, product bundles or multi-pack discounts. We can't offer refunds or exchanges on these if you've changed your mind about the purchase.

We are of course still very happy to exchange or refund sales items if there is a manufacturing fault and you return them within 30 days of receipt.
We're naturally very proud of the fabric, quality and craftsmanship that goes into making each and every aussieBum product. In the super-unlikely event of you finding fault with a product you've received, please contact our Customer Service Team at support@aussieBum.com quoting your order number, your name and your address. We'll get right on it!

To help speed up the process, we ask you take a photo of the garment to help us identify and confirm the manufacturing fault. We'll exchange the item for free and reship immediately. We'll also take care of all return shipping and re-delivery costs, ensuring that they are credited back to you.

Please use standard mail services when returning the item. These shipping costs should not exceed $10.00 AUD or the equivalent in your home currency.
We do our very best but we're (mostly) human, and Gremlins can get in the works on very rare occasions. If the item you've received is not what you ordered, please contact Customer Service at help@aussieBum.com quoting your order number, your name and address, and details of the product received. We'll advise on how best to proceed with the return.
Sure. We'll give you the refund in the form of a voucher.
aussieBum will cover the postage costs for any items you need to return due to a manufacturing fault or wrong item received. However, you are responsible for the postage costs of returning an item to us for an exchange. This includes responsibility for any currency conversion costs.

As a goodwill gesture, we're happy to cover the cost of shipping a replacement item to you on your first exchange. However, you'll need to pay the postage charges on any subsequent exchanges. (This is typically around $8 AUD depending on the quantity of items).

If you fail to return the original items back to us within the specified time frame, you'll be charged for the replacement items we've sent you, but we'll give you plenty of notice before applying the charge. Please remember that the item is your responsibility until it reaches us.

For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods and includes delivery tracking. Unfortunately, we can't accept responsibility for any problems occurring in transit with the products you're returning to us.
Your returned items will first arrive at our post office box before getting delivered to our office for processing. If you haven't heard from one of our Customer Service Team, it just means that we haven't got our hands on it yet, even if your tracking status is showing that it's been delivered to our post office box.

Depending on the volume of activity, the processing of returned orders can take a few days. Be assured we will be in contact, but feel free to contact us at help@aussieBum.com if you're concerned. If you sent your return from outside Australia, the parcel may have to go through customs which could potentially cause delays.
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