FAQ

Q - Can I make changes to or cancel my order?

As soon as your order has been accepted, we immediately begin processing to get it to you as soon as possible. Unfortunately, this means that we are unable to make any changes to orders once placed.

Please make sure all your details are correct before checking out!

Q - What is your return policy?

Our policy is that we are happy to accept returns on both new and gently used products within 30 days of the delivery date for a refund to your original payment method or a store credit to use for future purchases. Returns will exclude the amount of outbound shipping costs and any return label fees. Return shipping is at the expense of the customer.

To initiate your return, visit our Returns Center here.

If you are unhappy with any of our sets, please reach out to hello@downtoearthorganics.com.au for next steps.

Q - Can I exchange a product?

We do not offer direct exchanges on any of our products. You can return the product here instead of exchange if the product didn't work!

Q - Can I return a set?

We accept returns for Sets that are not pre-packaged in custom packaging. Sets with standalone products can be returned to us by reaching out to our team at hello@downtoearthorganics.com.au to manually process your Set return. Please note that all products in a set must be returned in order to be eligible for a refund.

Q - How can I make an international return?

To initiate an international return, please start your process here by entering the email address you used on the original purchase. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.

Q - An item in my order was damaged in transit! What should I do?

Please send us an email at hello@downtoearthorganics.com.au with your order number and an image of the damaged item, as well as the package your order was shipped in, and our team is happy to help you!

Q - An item is missing from my package! Where is it?

Orders may be split into two (or more) shipments depending on the size of your order and availability of the items in our shipping locations.

Your shipping confirmation will include a summary of the items in each package along with your tracking number. If any of your items are not included within the confirmation, this will mean that your order is shipping in multiple packages. Keep an eye out for any additional shipping confirmations for the remainder of your items.

If you suspect an item is missing from your order, please reach out to us at hello@downtoearthorganics.com.au with your order number and the name of the item.

Q - My order shows it was delivered, but I can't locate it. What do I do?

If your tracking information is confirming delivery and you are unable to locate it, we recommend:

• Checking with your neighbors or family members to confirm the package was not left with them
• Looking at surrounding areas to confirm if the package was left around the premises
• Contacting the carrier as sometimes instances with a mis-scan may occur

If you are still unable to locate the package, please feel free to reach out to us at hello@downtoearthorganics.com.au for assistance.

Q - What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, Shop Pay, PayPal.

Q - What currencies do you accept?

All orders are charged in AUD. Please note that all refunds are issued in AUD so any discrepancies in the amount will be due to the conversion rate at the time of processing.

Q - Do you offer free shipping?

Free standard shipping is available to all Aus domestic orders over $135+. To be eligible for free shipping your subtotal must be greater than $135 AUD once any promotions or discounts are applied. To apply this, choose our free shipping option at checkout before providing payment for your order. Excludes the purchase of gift cards.

Q - When will my order ship?

We process and ship all orders within 1-2 business days (Monday through Friday, not including holidays).

Due to global supply chain delays, some orders may take longer than expected to reach you. If you are experiencing any additional delays with your order, please reach out to us on hello@downtoearthorganics.com.au.

Once your order has shipped, you will receive a shipping confirmation email with your tracking information enclosed. It may take up to 24-48 hours for your tracking information to update.

Q - Where will my order ship from? How long will it take for it to arrive?

All Down to Earth orders are shipped from Australia. Orders can take 3-7 business days once shipped to arrive at the final domestic destination.

Q - Do you charge domestic sales tax?

Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state, and local laws.