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© Copyright 2018  |   All Rights Reserved  | BeTheButterflyShoppe | Disclaimer | Privacy Policy | ABN - 57918740891 | Address: Melbourne, VIC Australia

FAQs

Shipping FAQ

1) Which are the locations that you deliver to?

We deliver worldwide. 

2) How soon do you dispatch an order? 

We stock most products that we sell which enable us to ship your order within 1 business day of placing the order. You will be notified by email once the item is shipped along with the shipping tracking link.

In some cases, it may take 2 - 3 working days depending on item availability. Some products which are unavailable that need production, may take longer to dispatch. We will intimate you in such cases. Products that require Consecration take more time to dispatch. 

 

3) How can I track my order?

You will be notified through an email and SMS once your order is shipped containing the courier tracking details. You can click on this tracking link to know the status of your order.  For queries, you can contact our support.

4) When will my order get delivered? 

Generally for standard domestic (within Australia) delivery, it takes 3-7 business days and expresse post the next business day.  International shipping depends upon destination and customs clearance process. They may need to be inspected further by Customs.  Please keep in mind the delivery time shown on Bethebutterflt or Auspost websites doesn't include customs clearance time. 

Sometimes external factors (traffic, natural calamities, holiday seasons) can also affect the timelines and it's beyond our control.  Once you get the tracking number, you can contact AusPost directly and can check the status if it's not delivered within the time frame. 

5) Will I get compensation if my delivery is delayed? 

As we mentioned the package can be delayed because of many factors that could be beyond our control. However,  if you believe that the package has been delayed because of our fault, you can contact our support team. 

 

6) How much do you charge for delivery?

Charges will be displayed while checking out the product.

 

7) How can I track my order?

You will be notified through an email and SMS once your order is shipped containing the courier tracking details. You can click on this tracking link to know the status of your order.  For queries, you can contact our support.

 

8) Which courier do you use to deliver?

We used Australian post to ship most orders.

 

9) What should I do if the carton is damaged or tampered at the time of taking the delivery?

We request you not to accept delivery of parcels where the carton is damaged, tampered or the brown-tape seal is open. You can Please take a photo of the parcel before refusing and email it to us on support.  In case they have left parcel and you found it later, please contact your local post office and request refund damage.  At the same time, please also send us a photo of parcel at support.

 

10) How do I know if my order is confirmed?

You will receive an email and for all successful orders. You can always contact our customer support for any queries relating to the status of your order.

 

11) Do I need to pay Customs Duties or Tax?

When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate.

12) I have been contacted by customs and asked to pay duties and taxes by for my parcel Why wasn’t that included as part of the overall shipping costs?

Customs Duties and taxes are most not included in the price of the goods you purchase.

13) Why do I need to pay customs duty?

Although you ordered and purchased the goods online, the goods are still subject to an import procedure to clear the shipment through customs. Clearance depends on:

  • The country of origin

  • The value including transport charges

  • The number/quantity of goods

Each country has its own customs laws and the duties for different types of goods and values are set locally. BetheButterfly, like any other company, must adhere to local customs legislation.

 

14) What additional charges can I expect following customs clearance?

Depending on the value and the type of goods imported you may expect the following:

  • Customs import duties (percentage of shipment value and transport charges)

  • Local tax

  • AusPost Advanced Payment surcharge if they paid on your behalf

  • Any regulatory charges, if applicable

15) When making my purchase it stated the price includes shipping costs. Why was I asked by Bethebutterfly/local post to pay additional charges to have my package delivered?

You will not be paying to Bethebutterfly/local post any further shipping costs. Rather, you will be asked instead to pay customs duties, taxes and other import charges related to customs clearance in your home country, as per local regulations.

16) Why do I need to pay customs duty if I received a shipment as a gift?

Whether a shipment is a gift or not, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value, and quantity, but not its purpose. You will need to pay customs duty and taxes only if the value of the gift is above a stated local threshold.

17) How do I place bulk orders?

You can send in your inquiries about bulk orders to support

 

18) Do you provide Gift wrapping?

Currently, we do not provide gift wrapping 

 

19) I don’t want the package to carry an invoice/amount as it is a gift.

We provide only a digital invoice that is sent directly to your email address. However,  in some cases like international posts, we have to mention the total cost due to Government regulations. 

Return Policy

1) What is your replacement policy?

We will provide replacements in the following circumstances: • Genuine defect or damage in the product received • Package damaged in transit • In case the wrong item has been shipped to you you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. No replacement will be given in the following cases: • In case of minor design and color variations. With handcrafted/handloom products there will always be some variation between products. • Products returned in a used or damaged condition. • If the customer changes his / her mind after purchasing or on receipt of the product. What to do in case the package is damaged? In case the package appears damaged, crushed, wet or leaked from the outside please do not accept the package from the delivery person. However, if you discover the damage once you open the parcel, please report the damage to us within 5 days of delivery of the product through email (support@bethebutterfly.org) describing the damage as mentioned below.

 

2) What is the replacement process?

Step 1: All eligible replacement requests need to be notified to us by email to shop@bethebutterfly.org within 7 days. Please mention the following information clearly in the email: • Order No • Your email ID registered with us • Name of the damaged product • Description of the issue • A clear photo of the package and the defect/ damaged products Step 2: We will review your replacement request and confirm the same on email Step 3: After getting our email confirmation, please ship the damaged product back to us within 7 days of delivery Step 4: Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment. Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@bethebutterfly.org.