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Shipping and Returns

SHIPPING WITHIN AUSTRALIA:

  • Free Shipping for all orders over $75
  • Flat Rate $10 for orders under $75
  • Express Shipping Service $20

SHIPPING INTERNATIONALLY:

Shipping to New Zealand:

  • Flat Rate $20 for all orders
  • Shipping included full tracking, insurance & signature upon delivery.

Shipping to other countries:

  • please contact us at hello@bambusa.com.au to organise shipping to any country. 
  • Shipping cost will be calculated and based on the weight your order.
  • Shipping included full tracking, insurance & signature upon delivery.

NOTE: Shipping internationally means that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. Bambusa is legally required to declare the full dollar value paid on international shipments and must include an invoice for customs should they require it.

For further information, we recommend contacting your local customs office.

HOW LONG WILL MY DELIVERY TAKE?

Standard Australia Shipping:

  • BRISBANE – Approximately 1-3 business days
  • MELBOURNE & SYDNEY- Approximately 2-5 business days
  • ADELAIDE – Approximately 5 -7 business days
  • PERTH & RURAL – Please allow up to 10 business days

Express Australia Shipping:

  • 1-3 Business days

Express International Shipping

  • 2-10 Business days

Note: The delivery times indicated for domestic and international deliveries are approximations. If you have a deadline for receiving an order, please contact us via phone or email as soon as possible as we may be able to assist with getting you your order on time.

All parcels sent out from Bambusa are covered by insurance. To initiate a claim, the customer must notify us within 30days from the date the goods were picked up by the carrier.

OUR RETURN POLICY:

Welcome to bambusahome.com.au by placing an order you agree to be bound by these conditions.

We want you to be completely satisfied with your online purchase and we accept returns for the majority of our products. All returns must be made within 14 days of receiving your goods and arrive in its ORIGINAL CONDITION. 

Please note that for health reasons, we cannot accept returns for:

  • pillows
  • mattress toppers 
  • quilts
  • custom orders

If you are not completely satisfied with your purchased item, and the items are in its original condition and have not been washed or used, simply email us at hello@bambusahome.com.au . Upon receiving and inspecting the item, we will offer you an exchange, refund or a store credit for future purchases. All returns must be made within 14 days of receiving your goods.

Please note: We do not refund initial shipping charges for items returned, other than for faulty items. Bambusa is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

Please note: Items purchased during a sale cannot be returned for change of mind.

SOME SIMPLE RETURNS T&C’S

  • Items cannot be returned once washed or used for health reasons, and must be returned in original condition
  • Orders cancelled after the goods have been dispatched will be treated as per the terms of this policy.
  • Please take time to read the care instructions on items before washing, as we cannot accept items for an exchange or refund if they have been damaged in the wash or washed incorrectly.
  • Bambusa is not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance.
  • Bambusa reserves the rights to make changes to these terms and conditions / policy without notice.

WHAT HAPPENS IF I BELIEVE MY ORDER IS FAULTY?

We pride ourselves on the quality of our products and commit to making sure that no faults happen. However, if on the rare occasion you believe that an item from your order is faulty, we will look after you! If you believe the item you received is faulty, please contact us immediately via email explaining the fault along with any supporting photos etc, previous to washing and sleeping in them. We will then assess the fault and deem the item faulty or not at our discretion. If your item is indeed faulty, we will then either replace the faulty item or offer a store credit or refund for the price of the item. If you need to send back the item to us, return postage will be fully credited. All credits and refunds are processed within 10 business days.

I PAID VIA AFTERPAY, CAN I STILL MAKE A RETURN?

When you place an order and pay via Afterpay you have the option to return one or all of your items for a full or partial refund. If you return your items before your first Afterpay payment is due you have the option to cancel the entire payment plan. It’s important to keep up your Afterpay payments while your return is in transit back to us as Afterpay charge late fees for any overdue payments! Once your return is processed back at Bambusa, we will process your Afterpay cancellation as normal and any amounts paid towards the items returned will be refunded back to you directly. If the first payment instalment has already been made when you return the items to us we can cancel the rest of your payment plan as well as refund the initial payment you have made.

If you have purchased multiple items but only wish to return certain items and keep your favourites this is still fine! We’ll just remove the items you have returned from your Afterpay payment plan. Your original instalment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your AfterPay account to view your updated payment schedule at any time! Easy!

Check out AfterPay’s T&C’s via this link – https://www.afterpay.com.au/terms/

WHAT IF I RECEIVE AN INCORRECT ITEM?

Please contact us on hello@bambusahome.com.au if you have received an item that you did not order so we can resolve this for you as soon as possible. Please include your order number, name of the item you were supposed to receive and any further details of the problem within 14 days of receiving your order.

HOW WILL I BE REFUNDED?

Once we have received and processed your return your refund will be credited to your original payment method 

NOTE: if your order cannot be refunded via the original method we will process your refund via PayPal or Direct Transfer, discussed per instance. Please allow up to 10 business days for your refund to be processed. You will be notified via email as soon as the refund has cleared our account – It can take 3-5 working days for the payment to show on your account after your refund has been processed (depending on the bank).

NOTE: We do not refund the initial shipping cost for items returns ($20 EXPRESS & $10 STANDARD), other than for faulty items.

HOW DO I RETURN AN ITEM OUTSIDE OF AUSTRALIA?

International orders will be treated the same as per this Australian refund policy. If you purchase from overseas, you surely have the right to cancel your order due to change of mind (except for sale items). However, please note that you will have to pay for the return postage back to us. This applies to both exchanges or refunds. If the item is deemed faulty – we’ve got you covered. We will provide you with a full refund which will be processed within 10 business days.

WHAT IF MY PARCLE GOT LOST?

If you haven’t received your parcel and are worried it may get lost, please contact us within 15 business days after the dispatch date.