Shipping Policy

Ready to ship in 3-5 (business days)

Ships out using: Australia Post

Tracking code provided upon shipment (if applicable)

Delivery Times: 3-7

Shipping Policy – Coentro Art & Craft Studio

Thank you for shopping with Coentro Art & Craft Studio! We’re committed to providing a smooth and efficient shipping experience. Below you’ll find information about our shipping rates, processing times, and delivery methods.

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1. Order Processing Time

• All orders are processed within 2-3 business days (Monday–Friday, excluding public holidays).
• Custom or personalized orders may require additional processing time, which will be noted on the product page.

If we experience any delays in processing your order, we will notify you via email.

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2. Domestic Shipping (Australia)

We offer the following shipping options within Australia:

Shipping Method	Estimated Delivery Time	Cost
Standard Shipping	2–8 business days	Starting at $10
Express Shipping	1–4 business days	Starting at $15
Free Express Shipping	Orders over $100	Free

Note:

• Delivery times are estimates provided by the carrier and may vary depending on your location.
• We ship from Adelaide, South Australia. Shipping to remote or rural areas may take longer.

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3. International Shipping

Currently, we do not offer international shipping. Please check back with us in the future as we work to expand our services!

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4. Shipping Rates

Shipping costs are calculated at checkout based on the total weight of your order and the delivery method selected.

Weight Range	Standard Shipping	Express Shipping
0–0.5kg	$10	$15
0.5–1kg	$15	$20
1–3kg	$20	$25

For orders over $150, we provide free express shipping.

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5. Order Tracking

Once your order is shipped, you will receive an email with a tracking number and link to track your package.

Carriers:

• Australia Post
• Other local carriers as required

Please allow up to 24 hours for tracking information to update after your order has shipped.

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6. Shipping Address Changes

If you need to update your shipping address, please contact us at coentrostudio@gmail.com within 24 hours of placing your order. Address changes cannot be made once your order has shipped.

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7. Lost, Damaged, or Delayed Shipments

• Lost or Delayed Orders: If your order is lost or delayed, please contact us at coentrostudio@gmail.com, and we will work with the carrier to resolve the issue.
• Damaged Orders: Please inspect your package upon delivery. If your order is damaged during transit, contact us immediately with photos of the damaged item and packaging. We will work with you to resolve the issue promptly.

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8. Local Pickup

We currently do not offer local pickup. All orders are shipped via our listed delivery methods.

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9. Additional Information

• Shipping During Busy Periods: During high-demand times (e.g., holidays or sales events), processing and delivery times may take longer.
• Undeliverable Packages: If a package is returned to us due to an incorrect address or failure to collect from the post office, the customer is responsible for the cost of reshipping the order.

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Contact Us

If you have any questions or concerns about shipping, please contact us at:

• Email: coentrostudio@gmail.com
• Address: 5 Burns Avenue, Plympton Park, Adelaide, SA

We’re here to help and ensure your order arrives safely and promptly!

Return Policy – Coentro Art & Craft Studio

At Coentro Art & Craft Studio, we strive to ensure that you’re completely satisfied with your purchase. If you’re not happy, we’re here to help.

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1. Change-of-Mind Returns – 30-Day Policy

We offer a 30-day return policy for change-of-mind returns, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, the item must:

• Be in the same condition as when you received it, unused, with tags, and in its original packaging.
• Include the receipt or proof of purchase.

Restocking Fee:

For all change-of-mind returns, a restocking fee will apply:

• 10% for individual items (e.g., candles, soaps, sprays).

• 15% for gift packages (e.g., Ultimate Lavender Gift Package).

The restocking fee will be deducted from your refund amount. This fee covers the cost of inspecting, handling, and restocking the returned item(s).

Exceptions:

• No restocking fee will apply if the return is due to a product fault, damage, or error on our part.
• Customers are responsible for return shipping costs for change-of-mind returns.

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2. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or if you receive the wrong product, you are entitled to a refund, replacement, or repair under Australian Consumer Law, even beyond the 30-day return period.

Please inspect your order upon delivery and contact us immediately if there are any issues. We’ll work with you to resolve the issue promptly.

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3. How to Start a Return

To initiate a return, contact us at coentrostudio@gmail.com. Be sure to include:

• Your name.
• Order number.
• Reason for the return.

Once your return is approved, we will provide instructions on how and where to send your package.

Return Address:
Coentro Art & Craft Studio
5 Burns Avenue, Plympton Park, Adelaide SA

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4. Return Shipping Costs

• For Change-of-Mind Returns: Customers are responsible for return shipping costs.
• For Faulty, Damaged, or Incorrect Items: We will provide a prepaid return shipping label.

Items sent back to us without first requesting a return will not be accepted.

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5. Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. If approved, you’ll be refunded to your original payment method within 10 business days.

Please note:

• It may take additional time for your bank or credit card provider to process the refund.
• If you haven’t received your refund within 15 business days, contact us at coentrostudio@gmail.com.

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6. Exchanges

The quickest way to ensure you receive your desired item is to return your current item and make a new purchase once your return is approved.

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7. Exceptions / Non-Returnable Items

Some items cannot be returned:

• Gift cards.
• Perishable goods.
• Custom or personalized items.
• Opened or used personal care products (e.g., lip balms).

If you have questions about a specific item, please contact us before purchasing.

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8. European Union 14-Day Cooling-Off Period (EU Customers Only)

For items shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To qualify, the item must:

• Be in the same condition as when you received it, unused, with tags, and in its original packaging.
• Include the receipt or proof of purchase.

Unfortunately, gift cards and personalized items are excluded from this policy.

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Contact Us

For any return inquiries or further questions, please contact us at coentrostudio@gmail.com.