Shipping & Returns
Gratefully shipping from Boon Wurrung land.
If you’ve reached this page it means that you’ve invested in one of our products. From the bottom of my heart: thank you. You are helping this small business thrive.
Give yourself a pat on the back and keep scrolling for shipping info, product returns and all the other boring* but necessary stuff that comes with running a product-based store.
[*Who am I kidding, I love this stuff!}
Shipping
COVID NOTE: The below information includes current, COVID specific information for domestic and international shipping.
Please note that customs fees and any taxes associated with your purchase are the responsibility of the customer.
Where do you ship from?
The majority of our products are shipped from Boon Wurrung land in Melbourne, Australia.
Our Mantra Mugs are made by and shipped directly from Printful, a print-on-demand company with warehouses across the globe. Printful automatically determines which location your mugs are sent from based on your shipping address. It usually takes 1-3 business days for Printful to fulfil and dispatch orders.
How long will it take for my order to be delivered?
The golden question! Right now, shipping is a lucky dip. When the stars align, it’s a few days (for Aus-wide orders) but we’ve also seen delays for up to 2 weeks through Sendle. International orders through Australia Post are currently taking between 7 - 25 business days, with further zone details and delay info on their website.
What if I’m not home when the courier comes?
Due to COVID health restrictions and practices, all parcels are automatically marked as ‘AUTHORITY TO LEAVE’ with Sendle and Australia Post (and other couriers, I imagine). This means that your parcel does not require a signature, and will be left in a safe place on the property if no one is home to receive it. Feel free to leave specific notes in your order (e.g. leave next to the blue pot with the palm tree) for us to pass onto your parcel’s courier.
How long will it take for my order to be processed?
I (Viv) personally pick, pack, and organise postage for each order from my studio (kitchen / office tables) every day from Monday – Friday, depending on stock availability of course. If your items are in stock, they’ll be processed the next business day, otherwise any delays will be noted in the item’s description.
Can I use a P.O. Box for deliveries?
In short, no – not if you can avoid it. Using courier services means that P.O. Boxes aren’t accepted as delivery points. Please include your home address at checkout, with any shipping notes for us to pass on. If you absolutely need to get your order sent to a P.O. Box (trust me, I get it) then your order will be shipped through Australia Post.
How much does shipping cost?
Domestic shipping is calculated based on weight so we can offer you the cheapest rate possible. Shipping starts at $10 AUD and from there is either $14, $17 or $20 depending on the total weight of the order. International shipping has a flat rate of $25 AUD (any customs fees, duties or taxes associated with the purchase are the responsibility of you, the customer).
What company do you use for Australia wide shipping?
For the majority of local orders (i.e. all but our Mantra Mugs) we use Sendle. I like Sendle for a couple of reasons, including their fast turnaround times, competitive rates, B-Corp status and 100% carbon neutral deliveries. Our Mantra Mugs are shipped using independent couriers set by Printful.
What company do you use for international shipping?
For the majority of international orders (i.e. all but our Mantra Mugs) we use Australia Post. All international deliveries with Aus Post will have a customs form filled out before dispatch at our local post office. Our Mantra Mugs are shipped using independent couriers set by Printful.
What if I need to change / update my shipping details after I’ve placed my order?
If you are yet to receive a shipping fulfilment email, there may be still time to update your shipping information. Please email words@rustcreative.com.au as soon as possible with the changes and we will do our best to accomodate you. If the order has already been processed it is out of our hands (literally and figuratively).
Returns & Refunds
Do you offer returns, exchanges or refunds for change of mind?
Nope, sorry pal. As Rust is a small business that operates on lean stock quantities (to keep our overheads low and waste minimal), we do not offer returns, exchanges or refunds for change of mind. Instead, we encourage you to reach out on Instagram or email for further details on an item if you’re unsure.
What if my item is damaged in the post?
In the shitty event that this happens, please email words@rustcreative.com.au as soon as you receive your order. Please included photographs of the damage and how you received the parcel (e.g. rips to the satchel, inside damage) in the email. We will then investigate with our couriers and organise a replacement.
What about refunds for coaching?
Rust Creative does not offer refunds on coaching experiences, masterclasses, or events, as per industry standard. Please keep this in mind before investing in a session or ticket.