FAQ
DELIVERY & SHIPPING
We care about getting your low/zero waste and toxin-free Australian products to you as fast as possible, in a way that doesn’t cost the earth. That’s why we work together with Sendle*.
They are Australia’s first 100% carbon-neutral delivery service, and of course, Australian owned.
We ship your goodies in beautiful recycled boxes, minimum packaging without the use of any plastic, so what we send you is 100% compostable, recyclable and good feel-able!
* We use Australia Post/DHL/UPS for express shipping and international orders.
Australia – Standard Delivery
Spend $90 or more- Free standard shipping.
$90 or less- Standard shipping is charged at a flat rate of $12 AUD.
Orders estimated delivery timeframe of 2 to 5 business days
Australia – Express & Same Day Delivery
Spend $50 or more- FREE express SAME DAY delivery in Bulleen, Box hill, Doncaster and Doncaster East (Victoria)
Spend $150 or more and you’ll get free express shipping.
$150 or less? Express shipping is charged at a flat rate of $15 AUD.
Orders estimated delivery timeframe of 1-3 business days.
Same Day Delivery is available in select postcodes for a flat rate of $15.00 AUD. See my ‘How does ‘Same Day Delivery’ shipping work?’ section below for more information and to find out if you’re eligible.
Heads up, mate. Courier services are experiencing delays at this time for standard and express services.
Can I pickup my vault goods?
If you want the flexibility to pick your parcel up whenever you like, you can. It makes sense to us and the environment not to ship it.
When you finalise your order online, enter code PICKUPMELB or paste link https://eco-vault-16.myshopify.com/discount/PICKUPMELB. You will receive a notification when your order is ready to pick up, usually the same or next business day.
You can pick up from Westfield, Doncaster (619 Doncaster Rd, Doncaster VIC 3108) We are also available on Saturday and Sunday, so you can pick up your parcel on the weekend at your own convenience.
Please send us your availability once your order has been processed to info@ecovault.com.au
How can I track my order?
Tracking will be provided for all orders, you will be sent an email once your order is dispatched so you can see where the vault 1606 goods are at all times.
Can I change or cancel my order?
Unfortunately once start playing our missions and your order has been placed, we are unable to cancel or make changes to your order.
When will my order arrive?
All orders will be processed by us on the same or next business day.
Australian deliveries*:
- 1 - 3 business days to Melbourne
- 3 - 5 business days to Brisbane, Sydney and Adelaide
- 3 - 7 business days to Tasmania
- 7 business days to Perth
*The estimates of average delivery times are based upon information provided by our shipping carriers. For the most up to date delivery estimate, please check the tracking number found on your shipping confirmation email.
Do you ship internationally?
Yes, we ship worldwide with Australia Post as their prices are very competitive. We also offer free shipping to New Zealand for orders over $150.
The shipping costs to each country vary and will be shown at checkout upon selection of your country. International fees start from $10 (New Zealand) and from $15 for other countries.
Please note that any import duties, charges and taxes are not included in our costs. Those fees are your responsibility to pay.
Your tracking number will be provided in the confirmation email. Please allow 5 - 25 working days for your order to arrive.
Help, my delivery address is wrong!
We’ve all done it…
Email us straight away and we will see if we can change it! Unfortunately, once your order is picked up by a courier, we cannot change any information. If the parcel is returned to us, we will notify you.
Is it possible my parcel did not arrive?
If you have not received your parcel within 30 days (in Australia), please let us know via info@ecovault.com.au
For international orders, please allow up to 60 days.
What if I was not home when they delivered?
No panic. Our couriers will leave your parcel if they deem it to be safe. If not, they will bring it to your post office or local newsagent. Please check your tracking number that you received via email to see where you can find your parcel (don't forget to check your junk folder too)
If for some reason your package arrives later, we cannot be held responsible for the delay. Thanks for understanding!
BILLING AND PAYMENT
Which payment methods are accepted?
Vault 0616 accepts payment via Visa, Mastercard, Amex and PayPal.
REFUNDS AND EXCHANGES
Unfortunately, we do not offer a exchange for change of mind or refund on products unless it is a manufacturing defect.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@ecovault.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Shipping costs are the responsibility of the customer and are non-refundable.
We recommend using a tracked service to return the goods as all transport risk is borne by the sender.
You can always contact us for any return question at info@ecovault.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.