Shipping and Returns
SHIPPING IS CURRENTLY TAKING AN AVERAGE OF 3-4 DAYS EXTRA DUE TO COVID. APOLOGIES FOR ANY INCONVENIENCE.
What is the shipping fee for Australian orders?
WE OFFER FLAT RATE SHIPPING IN AUSTRALIA of $5 up to the value of $99 and then $15. We also ship to New Zealand (rates stated at checkout).
For other International orders please contact us on email@example.com or call +61414723767 for details.
How quickly will my order be dispatched?
We pick and pack your order seven days a week within 1-2 business days of ordering. Depending on the destination, the delivery within Australia can take between 2-10 business days (3-4 days longer currently due to COVID restrictions).
Can I track my order?
We will email you a tracking number after you order has been dispatched. In order to give you the best service possible, we use a combination of delivery options including courier companies and Australia Post.
Can you Express Post?
For Express post options, please contact us firstname.lastname@example.org or call +61414723767 and we can find you the best possible rates.
Where do you ship to?
At this time, Australia wide and New Zealand only. If you would like something sent internationally you can email us email@example.com and I can give you a shipping price.
We occasionally send parcels overseas (usually UK) and each parcel is individually priced for shipping. To give you an estimate, a king quilt recently cost $76 to ship to England. However, the recipient was liable to the duty and customs charges of said country and in this instance it was a further $70.
Returns & return shipping details
We have a 14-day quality guaranteed warranty so that our customers can have the utmost confidence in buying from us. All products are rigorously quality checked by 2 persons when they arrive from Jaipur before processing and made ready for customer purchase so they leave HQ in perfect condition. If any of the goods are faulty or damaged during delivery, the product can be returned in "original condition" and we will either refund the cost amount in full or send you a replacement free of charge, provided you contact us within 14 days of receipt. Return shipping costs are to be covered by the customer. Where possible please use the original packaging and make sure the parcel is well packaged and is secure.
We offer returns for change of mind purchases. Please notify as soon as possible from the receipt of your good if you would like a return.
For a change of mind return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and bedding cannot be slept in.
To complete your return, please send an email to us at firstname.lastname@example.org with your name, order number and reason for return.
Once your eligibility for return has been approved, please send your item back to us preferably using a tracked method.
Then please post your goods back to us in unused condition, with all original packaging with a note including your name and order number and reason for return, inside the package.
All items returned to us are at your own risk, so we recommend using a recorded postal service.
Soul Threads, 8 Inlet Grove, Mullaloo, Perth WA 6027
If approved, your refund (if the goods are unused, and in perfect condition) will be processed, and a credit will automatically be applied to your credit card or original method of payment and you will be notified. Please note that due to different credit card companies and banks, it may take up to 2 weeks for your refund to appear.
If you would like to make an exchange, please return the item you no longer require within 14 days in original condition, and let us know via email@example.com. Once received (in a clean, well packaged condition) and eligibility for exchange has been approved) we will issue you a refund for the value of your returned item and you can place a new order on the website. Alternatively, we can swap and send out an equitable item to you. Please email us at firstname.lastname@example.org to initiate the process.
Each order that is sent out is subject to strict quality inspections during the packing process. In the unlikely event that you have received a faulty or defective product please send us an email at email@example.com with your name and order number as soon as fault is noticed and we will review and assess your case and sort you out as quickly as possible.
If items are deemed to be faulty you will have the option for a replacement to be sent free of charge or a full refund.
PLEASE NOTE that due to the use of hand block printing techniques and vegetable dyes, our fabrics have natural variations of hues and patterns which are not considered faults, but in fact add to the unique charm of these handmade products.