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Shipping and Refund Policy

Hey Melbournians! Given the importance of cotton face masks right now, and the chaos surrounding their demand and postage delays, we want to be as transparent and forthcoming as possible about our terms, and your rights.

Your health and safety is the most important thing to us, and even though the mask business is a little crazy right now, we want to do what's right for you.

Dispatch Times

All products ship from Melbourne (we're not drop shippers!). But, we are backlogged with orders, so dispatch times are slower than we wanted them to be. Right now, it may take up to 1 week for us to prepare and dispatch your product (dispatch means handing it over to the shipping provider). This delay is a combination of production time as we're ramping up our stock levels to meet demand, and the time it takes to physically pack and ship a few thousand face masks a day. 1 week to dispatch is a safe estimate.

This means, if you need a face mask immediately, we recommend sourcing an alternative, or stocking up on just a few more disposable masks. If you are happy to wait at least 2 weeks to receive your order, then we'll press on and do our best for you.

We will regularly update the website with expected dispatch and shipping information, and we'll do our best to communicate with you

Shipping Times

All orders are shipped as eParcels with Australia Post, either as standard eParcels or as Express eParcels depending on your shipping selection. All orders have tracking. The shipping time may vary, and will depend on combinations such as your location, and on Australia Post's current delivery timeframes.

For most regions, Australia Post is sharing 2-3 business days to deliver. Australia Post has also advised that, due to COVID-19 delays, you should allow at least 3 business days on top of your regular expectations to receive your product. From our insights, Melbourne to Melbourne orders are moving more slowly than Melbourne to NSW, or Melbourne to QLD orders. Their delivery delays are mostly due to an influx of parcels, and a reduction of staff due to restrictions.

We regrettably can't provide assurances to Australia Posts own delivery timeframes, as it can be outside of our own control. But, all orders are shipped with tracking, so we can facilitate your enquiries to the best of our abilities to ensure you receive your package safely and as quickly as possible.

Refunds and Cancellations

We have an open refund policy for orders before they are dispatched. This means that if you place an order, and you have not yet received a dispatch notice to confirm that they are on the way to you (usually within the first 1-2 weeks), you can cancel your order anytime and receive a full refund. We completely understand if you aren't able to wait, and would prefer to seek an alternative.

To seek a refund you can email us at hello@melbournemask.co.

After your order has dispatched, we unfortunately won't accept cancellations and refunds, as it will have left our facility and entered the hands of Australia Post, Couriers Please or Fastway. If however we decree that shipping has taken too long or your masks may have become lost in the post, then we will present an option to either refund your order or re-send your order as a priority (tracked and dispatched in 3-5 days, ahead of our normal queues).

Generally we would expect up to 3-6 business days for a local delivery with Australia Post. They are however advising that, due to COVID-19, Australia Post themselves suggest allowing 3 business days on top of your normal delivery window. If 5 business days after the latest delivery date listed on your tracking you have still not received your order, we can assist with an investigation of your parcel. If Australia Post does deem it to be lost, we can assist with a replacement order.

Returns or Change of Mind

Regrettably, due to the hygienic nature of face masks, we can't accept returns, replacements or refunds after the products have been received. If the masks are faulty, then we can offer to replace the problematic masks or offer a partial refund.

 

Thank you for supporting local. If you have any questions, we'll do our best to help you at hello@melbournemask.co. Stay safe 😷