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FAQ

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MY ACCOUNT

You do not need to register on our site to make a purchase (you can checkout as a guest), however, it's beneficial to create an account as it will make reordering a lot quicker. You will also have access to your previous orders and can reorder at the click of a button.

To change any of your account details, go to the 'My Account' link in the top menu. Once you have logged in you will be taken to your account dashboard where you'll be able to change all aspects of your account.

Go to the 'My Account' link in the top menu. This will take you to your account dashboard where you can view your previous orders.

SHIPPING

Order Shipping Information

Your order will be shipped within 24 to 48 hours (excludes weekends & public holidays) by Australia Post.

**While there are delays in delivery times we are still processing orders as usual, with 99% of orders shipping within 24hrs.**

All packages are tracked and require a signature upon receipt. If there is no one available to accept delivery your parcel will be taken to the nearest Post Office which you will then have to collect. Please note if your parcel is not collected and is returned to us new postage charges will apply if you require the order to be redelivered.

Please allow up to 7 business days for delivery to most parts of Australia (see below for estimated delivery times).

If you choose to give an 'Authority to Leave' to your order we will not accept responsibility for the loss or damage of your package. You can do this through the drop down menu during checkout.

Authority to Leave will not be applied to orders being sent to PO Boxes or International orders.

If you choose to redirect your order while in transit we will not accept responsibility for the loss or damage of your package. 

**UPDATE APR 2022 - There are still delays in delivery, due to extrame weather (especially in NSW) and large volumes being sent through the Australia Post network. Please take this into consideration when ordering.**

Delivery times within Australia:

ACT  5-6 days
Sydney 5-6 days
NSW Country 5-6 days
Melbourne 5-6 days
VIC Country 5-6 days
Brisbane 5-6 days
QLD Country 5-7 days
Adelaide 3-4 days
SA Country 3-4 days
Tasmania 5-6 days
Northern Territory 5-7 days
Perth 1-2 days
WA Country 2-4 days

**UPDATE JAN 2022 - Australia Post are still experiencing delays in delivery times due to volume of packages and extreme weather. This can be up to or longer than 15 business days.**

To have your order shipped the same day, orders need to be received by 12noon WST.

Please note that Australia Post does not guarantee 1 day shipping. Please allow up to 2 days delivery to major metro areas and up to 4-5 days to other areas.

**UPDATE JAN 2022 - Please be aware that because of the delays Australia Post are experiencing this may also impact Express Post. Although Australia Post are prioritising Express Post packages.**

For online orders over $100 we offer Free shipping. However, this offer is only available to orders placed through our online store and being shipped to an Australian address.

Orders will be shipped by standard shipping methods only. Express shipping is not included and is an additional cost.

Your order will be shipped within 24 to 48 hours (excludes weekends & public holidays) by Australia Post. Transit time varies depending on location. We ship to the following countries:

Asia/Pacific
Hong Kong, Japan, New Zealand

Europe
Austria, Belgium, Denmark, France, Germany, Ireland, Netherlands, Norway, Sweden, Switzerland, United Kingdom

North America
Canada, United States

If the country you need is not listed please contact us and we'll see if arrangements can be made.

**UPDATE JAN 2022 - Due to the ongoing COVID-19 situation around the world, overseas packages are now experiencing longer delivery times. This includes Australia Post and Courier companies.**

We offer Local Postage Rates (as per Australia Post) on all orders. That is, the rates are based on shipping from the capital city in your state. Shipping starts from $7.90. On average this is a 40% saving on regular post rates.

Orders over $100 are still shipped FREE.

To obtain a postage quote, go to your shopping cart (the "My Cart" link is located in the top right of the page) and enter your location and postcode in the Calculate Shipping dialogue box. The postage options will then be displayed and you can then choose which option you'd like and update your cart accordingly.

PAYMENTS, PRICING & PROMOTIONS

Credit Cards

Credit Card payments are processed using the eGate payment gateway from ANZ. Our site is secured by a Trust Wave Secure Certificate and all credit card information is encrypted during the payment process. No credit card information is stored on our website.

We except all credit cards including American Express (NO surcharge!)

Alternatively you can make payment through PayPal.

To apply a Gift Voucher to an online order just enter the code in the "Gift Voucher" box in the shopping cart or at checkout. Gift vouchers can be applied to all products, including merchandise and accessories. Your voucher will also be applied to the shipping cost if applicable.

Please note that our gift vouchers do not expire.

If you are paying with PayPal, you will be sent offsite to the PayPal website to complete payment. Please ensure that you return to the Elmstock Tea website via the link provided in PayPal to ensure your order is completed.

All price's are shown in Australian Dollars (AUD).

We reserve the right to change pricing without notice. We also reserve the right cancel an order if the prices listed are incorrect (due to either incorrect data entry or system glitch).

To apply a Coupon Code to an online order just enter the code in the "Coupon Code" box in the shopping cart or at checkout. Coupon discounts are applied to products, including merchandise and accessories. However, it does not apply to shipping. Coupon codes are not valid with other offers or discounts.

Tea incorrectly ordered cannot be returned due to health and safety regulations. However, if an incorrect item has been shipped to you we will accept return and send you a replacement provided it is within 7 days of receipt of the product. We will also refund the shipping costs of returning the item to us.

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