Shipping Policy

 

When will my order be processed?

Your order will be processed within 1 business day after you receive your order confirmation email. You will receive another email when your order has shipped. 

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How long does delivery take?

All delivery estimates are given at the time of purchase during checkout. Usually, orders will be delivered within 5-7 business days.  

 

If delivery estimates are exceeded let us know, email hello@oolo.com.au  
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How do I track my order?

On a weekday, you should receive a tracking link via email within 24 hours of placing your order. On weekends and holidays you will receive the link the next business day. If you haven’t - email hello@oolo.com.au 

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How much does shipping cost?

We offer AU$10 flat rate shipping to Australia.
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Why can’t I select my country when checking out?

If you can’t select your country, this means we don’t ship there (yet). Send us an email - hello@oolo.com.au and we’ll see what we can do.

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How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at hello@oolo.com.au with your name and order number, and we will look into it for you.
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Can I ship to a P.O Box?

Yes. You have the ability to select multiple addresses for delivery including an address different from your billing address and a PO Box. 

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What if I used the wrong shipping address?

Orders will be shipped to the shipping address you provided on your order form online. Whilst we cannot be held responsible if this delivery address is incorrect or incomplete, we might be able to help. Here is what we can do:

 

  1. If we haven’t sent your order and you haven’t received your tracking link, email us at hello@oolo.com.au with the correct address. We can update your address and your order.
     

  2. If we’ve already sent it and you’ve got the tracking link, unfortunately, we can’t do anything. Try calling the courier company to get your order redirected to the correct address.
     

  3. If your order is returned to us, we charge $20 to send a new order to you.

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Why is my order delayed?

The delivery of your products may be delayed or prevented occasionally for reasons beyond our control - for example, in case of stock shortage with suppliers, delays in imports or a higher demand than expected. 

 

In this case, we will make every effort to keep you informed of the situation, but will in no way be liable to you in respect of the delay or absence of delivery if the payment for your order has not yet been made.

Return Policy

 

Can I cancel my order?

If you need to cancel your order and as long as we haven’t accepted your order, we can give you a full refund. Just email us at hello@oolo.com.au.

 

Once an order has been accepted by us, you cannot cancel that order. 

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Why was my order cancelled?

We reserve the right to cancel, at any time before dispatch, an order that was previously accepted. We may do this for example, but without limitation, where:

  1. Products ordered were subject to an error on the Website, for example, in relation to a description, availability, price or image, which was not discovered prior to the order being accepted; or
     

  2. An event beyond our control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, or disruption to services or delays by contracted third parties, means that we are unable to supply products within a reasonable time.
     

  3. Due to certain restrictions, customs, legal, regulatory, or practices applicable to orders, some products may not be available for delivery to certain destinations. We reserve the right to define what can and what can not not be delivered to any destination. 

 

In the event we cancel your order after payment has been processed, we will refund any money paid in respect of that order. Please contact us on hello@oolo.com.au if you have any questions. 

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Can I get a refund for a tea blend I created?

No. We cannot guarantee you are going to like the blend you created, therefore we do not refund custom tea blends.

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Can I return a tea blend I created?

No. Custom tea blends are bespoke products that cannot be sold to other shoppers, therefore we do not accept returns for teas blends you create.

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Can I exchange a tea blend I created?

No. Custom tea blends are bespoke products with no other comparable or similar products, therefore we do exchange teas blends you create.

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Can I get a refund or exchange a a premade tea blend?

Yes. If any of our premade teas are different to what you expected or heavily damaged, send an email to hello@oolo.com.au with: 

  • a photo, 

  • reference number, and 

  • reason for return

 

We will refund your product within thirty (30) days of purchase. Please note that refunds will only be issued to the same credit card or Paypal account that was used for the original purchase. Shipping and handling is not refundable.

 

We will exchange your product within thirty (30) days of purchase. Please note that exchanges will only be accepted if products are in its original, unused, unopened condition in its original packaging. We charge $20 to send you a new product.

 

No refunds or exchanges will be given if you have simply changed your mind about your purchase.

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Where is my refund?

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account again

  2. Contact your credit card company, it may take some time before your refund is officially posted.

  3. 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 hello@oolo.com.au

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Have another question?

If you have any questions, complaints or comments regarding the delivery of any products or these terms, please contact us on hello@oolo.com.au

This returns policy applies in addition to any other rights you may be entitled to under Australian Consumer Law, find our more on this Australian Competition and Consumer website.