FREQUENTLY ASKED QUESTIONS
What are your lead & despatch times?
Custom Orders - Bespoke orders are created on a custom made basis. Lead times are dependent on your order and the availability of materials to be sourced for your project. Please check your quotation for estimated lead times for your order and contact us if you have any questions. On completion and the final payment of your bespoke order, your product will be available for collection or despatched within 3 - 5 working days.
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Products Made-to-Order - Products made-to-order will generally be despatched 2 -3 weeks from receipt of payment. Please check the product description for more accurate lead times. If you require your order sooner, we ask that you contact us immediately after placing your order or leave a note to this effect at checkout.
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Products In Stock - Available products will be despatched in 3 - 5 working days from receipt of payment. If you require your order sooner, please contact us immediately after placing your order or leave a note to this effect at checkout.
How will my order be packaged?
Your order will be beautifully packaged, with the utmost care for you and the environment.
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On the outside -
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Recyclable kraft mailing boxes, sustainably sourced, made with recycled materials, and FSC certified.
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Compostable shipping labels.
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Gummed water-activated paper tape with a botanical design in natural kraft (produced with FSC-certified paper, using soy-based ink and vegetable adhesive made from potato starch). This paper tape is compostable, recyclable, and a more sustainable option than petroleum-based plastic (PP/PVC) tape.
On the inside -
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Compostable zero-waste inner bags protect your order during shipping.
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A hemp cord is used to attach our hang tags/care labels to your order. Hemp is a highly sustainable, low-impact crop.
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Each label is backed with a layer of 100% flax linen, a sustainable material that uses considerably fewer resources than cotton or polyester (such as water, energy, pesticides, insecticides, and fertilisers).
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Product care labels are made from recycled satin.
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Which shipping options are available?
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Please note that if shipping times are provided they are a guideline only and may be subject to change. Slightly longer delivery times may be experienced during peak periods, due to Covid-19, due to wild weather, or due to other courier delivery issues that are unforeseen, or due to unavoidable events beyond our control. Soulty Tribe Threads is not liable for any freight charges or taxes incurred by delivery, refused shipment or unclaimed goods.
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AUSTRALIAN CUSTOMERS:
Local Pickup - Customers are welcome to pick up their order from our studio/workroom here in Caloundra. Simply select Local Pickup in the shipping dropdown menu of the shopping cart. We will notify you when your order is ready and organise a suitable pickup time with you. Please bring your order details and identification with you when collecting your order. Our contact and location details are here.
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Shipping Charges - We offer Flat Rate domestic shipping of $15 for orders up to $150. FREE domestic shipping is available for orders over $150 with the exception of passing on a remote surcharge if incurred. See Remote Locations below for further information.
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Delivery Address - Please ensure your address is correct, as Soulty Tribe Threads is not responsible for lost or missing parcels due to an incorrect address being provided. Should your purchase be returned to us with an incorrect address Soulty Tribe Threads will re-post it to you at your expense.
Courier Service - At our discretion, parcels are sent with either AusPost Express, Sendle or Aramex (previously known as Fastway).
Remote Locations - Locations considered to be remote by the courier company may incur a delivery surcharge which will be passed on to the customer. If you believe your location may be remote, we advise you to contact us prior to finalising your order. We can then determine the best shipping option for your order. Alternatively, go to our Remote Shipping product and under Product Info, you will find simple instructions to determine if your location is considered remote by Sendle. If it is remote then you may add this product to your cart. Should your order already be placed and it will incur a delivery surcharge then we will contact you to confirm you wish to proceed.
Tracking - All parcels come with a unique tracking code and require a signature for delivery.
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Delivery Times - Due to the impacts of COVID-19 delivery delays may be experienced. Some areas may be impacted more than others. Estimated delivery times vary based on location. If you require an estimated delivery window (e.g. 1 - 3 business days), please reach out and we will check with the courier company.
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Insurance & Liability -
As part of our quality customer service, we include insurance cover for your order, as it makes its way to its new home, up to a maximum value of $1500 as follows -
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Sendle - We include additional insurance for the value of your order up to the maximum covered value of $1500. The cover is for lost or damaged eligible parcels, as well as the cost of delivery.
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Aramex - Parcels sent include limited liability for the value of your order up to the maximum covered value of $1500.
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INTERNATIONAL CUSTOMERS:
Location - We ship worldwide except for the USA and Canada. We suggest contacting us before placing your order. All international orders are to select Quote for International Shipping and the Offline Payment method in the checkout process.
Shipping Charges - A quotation for international delivery charges, including courier insurance will be provided for approval before acceptance of your order. Upon acceptance of the quotation, an invoice will be emailed to you for payment. The product will be held for you until receipt of payment up to a maximum of 48 hours.
Customs Fees, Duties & Taxes - International customers may incur additional taxes and/or customs fees and duties. These are the responsibility of the buyer. We advise that you contact the relevant government body in your country for information on what these charges may be.
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Delivery Address - Please ensure your address is correct, as Soulty Tribe Threads is not responsible for lost or missing parcels due to an incorrect address being provided. Should your purchase be returned to us with an incorrect address Soulty Tribe Threads will re-post it to you at your expense.
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Courier Service - All parcels are sent via DHL Express.
Tracking - All parcels come with a unique tracking code and require a signature for delivery.
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Delivery Times - Due to the impacts of COVID-19 delivery delays may be experienced. Some areas may be impacted more than others. Estimated delivery times vary based on location. If you require an estimated delivery window (days for delivery), please reach out and we will check with the courier company.
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Insurance & Liability -
Shipment protection with DHL Express will be included in our delivery quotation to the value of your order. This comprehensive protection for your valuable shipment gives you peace of mind in the unlikely event of physical damage or loss. Terms and Conditions apply. The amount charged is calculated at either AUD 25 or 2.5% of the insured value if higher.
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For a full outline please read our Terms of Service for Customers.
What if my order is a gift?
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If your order is to be sent to someone directly as a gift, please ensure you complete the delivery address accurately in the checkout process. All orders are already packaged beautifully and include a personalised thank you card. If you would like to have the recipient's name on the card please add a note to this effect at checkout. You are otherwise welcome to contact us as soon as possible after placing your order.
What if I need help?
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As our customers, you are our priority. If you should have any problems with your order please contact us within 48 hours of delivery. If you have any issues with delivery, please reach out as soon as you are aware - courier companies have limited time windows for lodging insurance claims should the situation arise. For any questions regarding our products or services, we would love to chat. Find our contact details here.