Shipping & Returns
Below you will find all information related to our packing and shipping processes. If you have any questions that are not answered below please feel free to contact us using the Contact Us page and we will get back to you as soon as possible.
For our international customer, please be aware our shop is located in Australia
Packing and Shipping
After payment has cleared your order will be picked and shipped as fast as possible. If we encounter any problem with your order we will contact you immediately to inform you of the problem and to come to a mutually beneficial solution.
For International Orders: Please contact us before placing your order to confirm shipping costs.
As we currently only accept Paypal for all delivered purchases, payments will usually clear within 1-3 business days depending on your method of payment within Paypal. Store pickup is also offered with no delivery costs incurred to you. (Please read on for more details)
We have partnered with Australia post and some independent couriers in an effort to provide the best possible shipping prices that we can. We are constantly trying to find new ways to to bring the costs down for our customers, so watch this this space for any updates.
When checking out, selecting the Australia post option will give you a price calculated directly from the Australia Post website, however due to the fact that Australia post bases their prices on both weight and dimensions, there are situations where the cost shown on our website may not be correct. If anything, it usually shows a higher cost than will actually be required. In these situations, we will contact you to offer you a refund or the potential to modify your order. If you select our preferred couriers, the price shown should not change as it is based on your postcode. The only real exception to this rule is for very large or very heavy packages (8kg+) in which case we will contact you to let you know of any required changes.
Please also note that our couriers will NOT deliver to Post Offices and Post Office boxes. If you need to send your package to a Post Office or PO Box, you must select the Australia Post option.
While we endeavour to check, it is ultimately your responsibility to enter the correct addresses when placing your order as any mistakes to delivery addresses may incur additional fees if the package is already in transit or a delivery has already been attempted.
If you have any questions at all please do not hesitate to contact us via the Contact Us page on our site.
A touch of Dutch also has a physical store located in Berwick (Victoria) and you will also be given the opportunity during the checkout process to select pickup from our store. If this option is selected, you will be notified when your order can be picked up via the email address supplied in your account.
Please be aware that as Australia Post and our courier partners operate independently from a touch of Dutch, once the order has been shipped, the parcels are no longer within our control. It is the customers own responsibility to be available to receive the good when they are ready to be delivered. A touch of Dutch will not incur any additional charges due to the customer failing to collect or arrange re-delivery of the good within an acceptable time-frame for the goods in question. Any losses of quality of the goods due to this fact are incurred at the customers own expense and a touch of Dutch will not be held responsible.
It is within your right to cancel and return your order provided that we receive your intent to cancel within 5 working days of your receipt of the order confirmation.
When we receive your returned order, we will give you a full refund for each item as long as the following criteria are met:
All of the returned goods must be received within 10 calendar days of us receiving your intent to cancel and return the goods.
All the items must be returned and received by us in an as new and completely intact condition
The Items must be 100% fit for re-sale by a touch of Dutch and as such the items must not be used, opened or damaged.
No foreign markings, scratches, labels, text, etc must be on the item or its packaging.
Please be aware that a touch of Dutch will not refund the original shipping costs incurred unless specifically mentioned in writing by an employee of a touch of Dutch. No administration or re-stocking fees will be incurred by the customer.
There are times when items are damaged in transit, and whilst a touch of Dutch takes every effort to package your items as safely as possible, the actually journey the parcels take to you is out of our control. If you receive your goods and they are damaged, please notify us immediately through an email and quote your order number and the date you received the goods as well as indicating which items were damaged and a small description of the damage. Please also attach an image or two which clearly shows the damage and we will either resend a new item to you (if it is in stock) or we will offer you a refund/credit. As much information as possible is required as we will take this to Australia Post for discussions on the issue.
On some occasions, and depending on the item, we may request you return the damaged item to us; in these situations, we will cover the shipping costs incurred.