Shipping and Refunds

Shipping and Returns Policy

Thank you for shopping with Ngurrbul Collection, your trusted destination for Aboriginal clothing and homeware. We want to ensure that your shopping experience with us is as smooth and enjoyable as possible. To help you understand our shipping and returns process, please review the following policies:

Shipping Policy:

  1. Shipping Timelines: We aim to process and dispatch your order within 2-3 business days from the date of purchase. Please note that shipping times may vary based on your location and time of year. Notably, minor delays are expected during November and December with the Christmas rush. You will receive a confirmation email with a tracking number once your order has been shipped.

  2. Shipping Charges: Shipping charges areย a flat fee of $10.

  3. Incomplete or Incorrect Address: Refunds and reimbursements will not be given for customers who provide an incorrect or incomplete shipping address. It is the responsibility of the customer to provide accurate and complete address details. Please double-check your address before confirming your order.

  4. Change of Mind: Refunds and reimbursements will not be provided for "change of mind." We encourage our customers to carefully consider their purchase before placing an order. If you have any questions about our products, please feel free to contact our customer support team.

  5. Delivered, Without Receiving it: Once we post your order, it is the in the hands of Australia Post. When you place your order, you are accepting that your items are the responsibility of Australia Post to deliver them and thatย Ngurrbul Enterprises Pty Ltd does not have any responsibility or carry any liability for the delivery of your package. If in the event your items are stolen from your house or are not there for any number of reasons, once delivered by Australia Post, it is not the fault of Ngurrbul Collection and therefore no compensation can be offered.

ย  ย  ย  ย  ย It is recommended calling Australia Post on 13 76 78 and making a formal enquiry. It is further recommended requesting the photo the postman takes when they leave the package in a safe spot at the residence.

6. Returns Not Accepted on Discounted Items. Please note that we do not accept returns or exchanges on items purchased during sale periods, including heavily discounted events like Black Friday and End of Financial Year Sales. Exceptions are made only for items that are deemed faulty upon receipt. If you believe your item is faulty, please contact us within 14 days of receiving your order with proof of purchase and details of the issue. We appreciate your understanding and encourage you to choose carefully during these promotional periods.

7.ย Shipping Protection Policy

We are pleased to offer optional Shipping Protection at checkout for your peace of mind. This protection ensures you are covered in the unlikely event that your package is lost by Australia Post and not delivered to you. Please review the details of our policy below to understand what is and isnโ€™t covered.

What is Covered:

  • Lost in Transit: If Australia Post loses your package during transit and it is not delivered to the address provided, you will be eligible for a replacement or refund.

What is NOT Covered:

  • Incorrect Address Provided by the Customer: If the address entered during checkout is incorrect or incomplete, we cannot replace or refund the order. Please double-check your details before completing your purchase.

  • Package Theft: If the package is confirmed as delivered by Australia Post but is stolen from your property or mailbox, this will not be covered under Shipping Protection.

  • Proof of Delivery: If Australia Post provides photographic evidence or confirmation of delivery, we cannot process a claim, even if you cannot locate the package.

  • Delays in Delivery: Delays caused by Australia Post, particularly during high-volume sale periods, ย or other unforeseen circumstances do not qualify as lost packages and are not covered by this policy.

  • Returned Packages: Packages returned to us due to delivery refusal or failure to collect from a post office are not considered lost and are not covered.

How to File a Claim:

If you suspect your package has been lost by Australia Post:

  1. Wait at least 7 business days after the expected delivery date, as delays can occasionally occur.

  2. Contact our customer service team at Yaama@NgurrbulCollection.com.au with your order details and tracking information.

  3. We will investigate the issue and, if confirmed as lost, arrange for a replacement or refund.

We value your trust and strive to provide a smooth and worry-free shopping experience. If you have any questions or concerns about Shipping Protection, please donโ€™t hesitate to reach out to us before completing your purchase.

Returns Policy:

  1. Defective or Incorrect Items: If you receive a defective or incorrect item, please contact our customer support team within 7 days of receiving the product. We will provide you with instructions on how to return the item and offer a replacement or refund upon inspection.

  2. Size Exchange: We understand that sometimes sizing can be a challenge. If you need a different size than the one you ordered, please contact our customer support team within 7 days of receiving the product. You will be required to return the item in brand new condition, in its original packaging, and include a paid return satchel for the shipping of your new product. Once we receive the returned item, we will send the newย size to you.

  3. Missing or Stolen Packages: Unfortunately, we cannot offer refunds or reimbursements for items that have been marked as delivered by Australia Post but are subsequently missing or stolen from your premises. We recommend contacting Australia Post on 13 76 78 and your local authorities to report any missing or stolen packages.

  4. Important Note on Sale Purchases:
    We want you to feel absolutely thrilled with every Ngurrbul Collection piece you choose, and we encourage you to take your time in making each purchase decision. As a small business, we are unable to accept returns or refunds for any item purchased during sale periods, including but not limited to Black Friday Sales, End of Financial Year Sales, or any promotional sale events.

    To help you make an informed choice, weโ€™re here to answer any questions you may have about sizing, fabric, or design features. We appreciate your understanding and support as we work hard to create beautiful items that honor culture, quality, and craftsmanship. Please be sure to consider your purchase carefully, as sale items are final.

Please note that our returns policy applies only to items that are in their original condition, unworn, unwashed, and with all tags and labels intact. We reserve the right to deny a refund or exchange if the returned item does not meet these criteria.

If you have any questions or concerns about our shipping and returns policy, please do not hesitate to reach out to our customer support team. We are here to assist you and ensure your shopping experience with Ngurrbul Collection is exceptional.

Thank you for choosing Ngurrbul Collection for your Aboriginal clothing and homewareย needs. We appreciate your support and look forward to serving you again in the future.