Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Australia and New Zealand: 14-45 days.
United States/Canada: 10-45 days.
Europe: 14-45 days
South America & Africa: 14-45 days
Asia: 10-21 days
This doesn’t include our processing time of up to 3 days.
Please note that orders placed in December will not arrive in time for Christmas due to order volume and shipping delays during this time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
Do you provide Express Shipping?
Express shipping may be available on select products at checkout. Additional fees will apply. Express orders may still take up to 14 days to arrive depending on your location.
As our warehouse is international we cannot guarantee express turn-around is available for your order.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
All orders must be paid in full at time of order. Orders will not be shipped until payment has cleared.
10% GST applies to orders from Australian residents.
Payments are to be made via our online payment processors, Stripe or Paypal. An account is not required.
Refunds & Returns policy
All orders can be cancelled until they are shipped.
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours to make changes to your order.
Once the packaging and shipping process has started, your order can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive your order within the guaranteed time (45 business days plus processing time);
- You receive the wrong item;
- The item is not as described;
- You do not want the product you have received (but you must return the item to our international warehouse at your expense and the item must be unused);
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster);
- Other exceptional circumstances outside the control of acolourfulescape.com.au
*You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message to [email protected]
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
For all other enquiries please contact us at [email protected]