Shipping & Delivery
1. Order Confirmation via email
Once you have placed an order via tolu.com.au you will immediately receive a confirmation email. This is automatically generated. Please check this confirmation email and contact us immediately at firstname.lastname@example.org if there are errors or changes that need to be made. For all orders that are returned due to an incorrect address, you will be charged a fee of $10/15 AUD within AU and NZ for repacking and postage. If your package is going to a workplace, please include the business name so that it arrives promptly.
2. Shipping & Delivery Policy
At Tolu Australia, we provide FREE Standard delivery to any address within Australia and New Zealand for orders over AUD $100. However, do note that we do not deliver to military and restricted areas, or naval ports.
We are a company based in Sydney Australia, our online store currently offers shipping at two rates:
Free Delivery - within Australia and New Zealand (orders over AUD $100). Please allow 3 - 5 working days for delivery.
$60 AUD - Express International Delivery with tracking (We ship to most parts of the world). Please allow 4 - 6 working days for delivery.
Please select correct country during checkout for accurate shipping rate. International deliveries may be subject to the imposition of customs or import duties once they reach their destination. You will be liable for all of these duties and it is your sole responsibility to pay the charges to release the goods from the order. We are legally required to declare the full value of the order and will provide an invoice to customs should they require it. We are unable to estimate these exact charges so we recommend you contact your local customs office to ascertain the duties imposed.
3. Order Status
All orders placed from Monday to Friday (excluding public holidays) will be processed and shipped within 2 working days upon confirmation of payment. This could vary with circumstances such as online security checks, shipping restrictions, payment authorisation, packing and dispatching of order. An email confirmation will be sent for all orders once received. If you haven't received your item(s) after the estimated time frame please contact our Customer Care Team at [email protected] and we will also provide a tracking number if available.
4. Order Cancellations
Order changes or cancellations can only be accepted if your order has not already been dispatched. You may cancel or make changes to your order via [email protected]
5. Missing or faulty items in your order
We apologise for sending you an incomplete order or if you've had received a defective item from us. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.
6. Returns & Exchanges Policy
Returns or exchanges of online purchases must be made by post. Unwashed and unused items in their original condition may be returned upon presentation of the original invoice within 14 days of order receipt. Refunds will be processed using the original tender type. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase) once the item has been received. As Tolu Australia is not liable for the loss of an item being returned, we recommend that you return it using registered mail. If you are returning or exchanging a faulty, damaged or incorrect item we will pay for the packaging and postage costs, however, we are unable to offer free delivery for ‘change of mind’ (style, colour, size) returns or exchanges. If you would like to exchange an item, please inform us of the item name and order number. We will notify you via email once your exchange has been processed. For further assistance and shipping instructions please contact [email protected]
7. Payment Methods
We accept payments via Shopify and take all VISA/MASTER credit and debit cards, American Express and PayPal. Please visit www.paypal.com for more information. We do not accept payments via ATM or inter-bank transfers.