FAQs

Frequently Asked Questions
Shipping
How long does delivery take?

Delivery times will vary depending on your location. We ship Australia-wide via Sendle our Carbon Neutral delivery company – they estimate it will take 1-3 days anywhere nationally. We encourage you to use the helpful package tracking information sent with your order confirmation once it ships.

International shipments – estimating international shipment times can be quite difficult based on your location. Please shoot us an email before you confirm if you are in a rush so that we can provide the final delivery timeline.

When will I receive tracking information?

All orders processed before 2pm AEST will be shipped the same day provided we have the item in stock. You will receive your tracking information sometime between 2pm and 6pm after submitting your order. Please check your Junk folder if you can’t find it – they sometimes like to hang out in there – we’re not sure why?

How do you package items?

We’re all about minimising waste – which is why all of our packaging is made from recycled or biodegradable materials or both. We only use eco bubble wrap which is biodegradable and we use it sparingly for super fragile things!

We hate packaging so much we’ve even told our suppliers to quit packing their goods with stuff that hurts the planet.

We also encourage you to recycle/repurpose your packaging where possible – use it for lunch/making origami/frame it/compost it  – we don’t mind just be conscious when your tossing it away!

Returns
What is your returns policy?

We happily accept returns within 30 days of your purchase providing:

Items are in original and new condition

Tags or labels are still attached

Proof of purchase can be provided

How do I arrange a return or exchange?

Please send an email to help@socielle.co with your return or exchange request.

Once authorised you will be provided a return ID and shipping address to return the item.

Any shipping, duty or tax expenses must be paid at the customer’s expense and will not be reimbursed unless the item is deemed faulty. If you choose to exchange an item we will cover the cost of getting this back to you if the order is over $50.

All items must be returned with tracking information we do not take any responsibility for items lost in delivery back to us.

How are returns payments processed?

As soon as your item is received we will attempt to complete your refund within 7 business days. Some transactions may be processed sooner and refunds will only be made in the same way or to the same card the original transaction was processed on. We do not provide cash refunds.

What is your exchange process?

For exchanges where the value of the exchanged item is equal to the original purchased item, we will send out your exchanged item within 5 business days of receiving your returned item.

For exchanges where the value of the exchanged item is less than the original purchased item, we will refund the difference and send the exchanged item within 5 business days of receiving your returned item.

For exchanges where the value of the exchanged item is more than the original purchased item, we will liaise with the customer to process additional payment before sending the exchanged item.

In all cases, an email with tracking details will be sent to the customer when the exchanged item in sent.

Shopfunding
What is shopfunding?

As we are a social enterprise, we’re focused on building communities. To do this we’ve coined a term called ‘shopfunding’ this basically means every time you shop with us a portion of your purchase contributes to a cause that you care about.

What are shopfunding points?

We’ve replaced loyalty rewards with shopfunding points so that you can accrue and see just how much you are helping to contribute to charity. If you shop with us more than once you can see a list of all the points you have accrued and the charities you have helped in “My Account’.

How do I choose a charity to shopfund?

Shop and then at checkout you can select your charity nominee. You can read more about the charities and causes we’re supporting by viewing our cause page.

I have a charity I would like to add?

We’ve chosen the charities and causes listed generally as they aren’t as prominently known as other larger charities. We’re all about helping the smaller guys get ahead, if you have someone you think we should add please send an email to admin@socielle.co