SHIPPING, Return and Refund Policy

Shipping

All orders will be processed and shipped for delivery within 5-7 business days. During a sale, it may take longer. Shipping time frames are determined by Australia Post. Please note that the time frames are an estimate only as there can be unexpected delays.

All orders over $125 receive free shipping. Shipping costs for orders under $125 are determined by the size of the package required to send your item/s.

Small parcels are shipped for $9.95, medium parcels for $13.50 and large parcels for $16.70. 

Important notes about shipping:

1. Business days are Monday to Friday and exclude Queensland and Australia public holidays. 
2. There can be unexpected delays, particularly during a sale or busy times (Christmas). 
3. Village Sisters is not responsible for orders once they have been shipped. We will try our best to contact Australia Post to resolve any lost, late or missing items.
4. All Australia Post orders come with “free signature on delivery” which you can opt to “leave at safe place”. Please know that if you choose NO signature on delivery, Aus Post cannot be responsible of your order if it is lost or missing.

Returns, Exchanges and Refunds Policy

Village Sisters want you to love the ethical product you purchase. The item can be returned for an exchange or full refund excluding all shipping costs, bank and transfer fees, including shipping and handling based on the following conditions. 

In compliance with Australian Consumer Law, Village Sisters is not required to provide a refund if you make a wrong selection or change your mind. By finalising your purchase, you are agreeing to these terms.

Faulty item/s:

If you have received an item with a minor fault, we will attempt to replace the item. If this is not possible, you will be offered the option of a store credit. As per Australian Competition and Consumer Commission (ACCC), a refund for an item with a minor fault is at the companies’ discretion.  

If you receive an item which is deemed by Village Sisters as having a major fault, it is the customers choice to choose a replacement, store credit or a refund.

Please follow the care instructions as we are unable to accept returns due to improper care and Village Sisters will not be responsible for a replacement, refund or credit note. If you are unsure, please contact our Customer Service at info@villagesisters.au for advice. 

Wrong item/s:

If you received the wrong item please contact info@villagesisters.au immediately with your receipt and photograph of the wrong product.  We will send a return label with shipping paid for you to send the item back to us. Once we have received the item and assessed the eligibility (see below), we will first endeavour to send you the correct item. A refund or a credit note will be offered if that item is no longer in stock.

Exceptions and Non-returnable item/s:

Certain types of items cannot be returned, like perishable goods (such as food). Unfortunately, we cannot accept returns on sale items.

Postage for the return of the item will be at the customers cost. If the customer is exchanging products, postage is at the cost of the customer. Postage is provided only where the wrong item has been provided with proof provided.

Conditions

Please note the following conditions for an item to be accepted for exchange or refunds:

1. The item is unused and in brand new condition with packaging intact.
2. The reason for return meets the above criteria.
3. A copy of a valid receipt is included with the return.
4. The item is returned within 30 days of the receipt date.

If the customer receives the package, then resends the item to Village Sisters within 30 days, and all of the conditions of a valid return or exchange are met, Village Sisters will honour the return or exchange.

How to make a return for exchange or refund

Step 1: Check that you meet all of the conditions above.
Step 2: Email info@villagesisters.au notifying the item/s to be exchanged for which product/s and this product/s will held until the return is received. Alternatively notify the item/s being returned and once the product/s is received the refund will be processed.
Step 3: Return the item/s to be exchanged or refunded and include a self-addressed prepaid satchel for your new items to be returned in. We recommend using registered post as in the event the package is lost in transit we will not be liable.

Return Address

Village Sisters

PO BOX 802

COOLUM BEACH 

QLD 4573

After inspection of the goods, exchange items will be sent or items will be credited to the purchasing credit card within 14 days of receipt.

Please Note: NO RETURNS ON SALE ITEM/S