SHIPPING & RETURNS

Shipping:

We ship Worldwide.

Shipping Costs

Shipping rates are calculated at checkout.

Free Shipping: Available on orders over $100 (Domestic).

International Shipping: $30 flatrate.

Delivery Time: 5-10 business days for standard shipping to most areas (Domestic). From 10-21 business days (International).

Times vary by location and carrier.

Processing Time:

Orders are processed and shipped within 1-3 business days (Monday-Friday). You'll receive a tracking number via email once your order ships.

Delivery Time:

  • Metro areas (Sydney, Melbourne, Brisbane, etc.): 3-7 business days

  • Regional areas: 5-10 business days

  • Remote areas: 7-14 business days

Note: Delivery times are estimates and may vary due to carrier delays, weather, or public holidays.

Tracking:

  • Tracking provided for all orders

  • Check your email (including spam) for tracking details

  • Contact us if you haven't received tracking within 3 days

Delays

  • We're not responsible for carrier delays (weather, strikes, etc.)

  • Contact us if your order is significantly delayed

Lost or Damaged Parcels

  • Contact us within 7 days if your order arrives damaged

  • We'll work with you to resolve it (replacement or refund)

  • Take photos of damaged items/packaging

PO Boxes & Remote Areas

  • We ship to PO boxes

  • Remote areas may take longer - check tracking for updates

RETURNS & REFUNDS

Your satisfaction matters to us.

Returns

Due to hygiene reasons, we cannot accept returns on:

  • Opened or used products

  • Products with broken seals

  • Items without original packaging

We accept returns on:

  • Unopened, unused products in original packaging

  • Items received damaged or faulty

  • Wrong items sent by mistake.

International Returns:

Customer pays return shipping. No refunds on international shipping costs paid.

Return Window

  • 14 days from delivery date to request a return

  • Contact us at Hello@rootsculture.co to start the process

How to Return

  1. Email us with your order number and reason for return

  2. We'll provide return instructions

  3. Ship items back securely (you cover return shipping unless item was faulty/wrong)

  4. We'll process your return within 5-7 business days of receiving it

Refunds

  • Refunds issued to original payment method

  • Processing time: 5-10 business days after we receive the return

  • Shipping costs are non-refundable (unless we made an error)

Damaged or Faulty Items

  • Contact us within 7 days with photos

  • We'll replace or refund (your choice)

  • We'll cover return shipping if item is faulty

International:

Damaged or defective only.

We'll cover return shipping with proof of damage.

Wrong Item Sent

  • We'll send the correct item at no extra cost

  • Return shipping covered by us

  • Contact us immediately

Australian Consumer Law

Your rights under Australian Consumer Law are not affected by this policy. Products must be of acceptable quality, match descriptions, and be fit for purpose.

No Refunds On

  • Change of mind

  • Allergic reactions (always patch test and check ingredients)

  • Products purchased on sale/clearance (unless faulty)

Questions?

Contact us at Hello@rootsculture.co - we're here to help!