Shipping
SHIPPING INFORMATION
We ship from Tweed Heads South, Australia and take great care to ensure your order reaches you safely. Once your order is dispatched, you’ll receive an email with tracking information to follow your parcel’s journey.
Please note that delivery times may vary due to circumstances beyond our control, including public holidays, postal delays, or international disruptions. After the parcel is handed over to the post office, it is managed by the postal service, and we have no control over the delivery timeline.
If your order is delayed, we recommend:
~ Checking the address you provided at checkout.
~ Using the tracking information provided to monitor your delivery status.
If your parcel hasn't arrived within the expected time frame, please contact us so we can launch a formal investigation with AusPost. We kindly ask that you do so as soon as possible to increase the chance of finding the lost parcel. within 8 weeks of your expected delivery date, as we may not be able to lodge an investigation for older orders.
INTERNATIONAL ORDERS
If you’re located outside of Australia and would like to place an order, please reach out. We’d be happy to hear from you and provide you with a personalised shipping quote based on your location.
Returns & Exchanges
OUR COMMITMENT TO QUALITY
We take great pride in the quality of our products and ensure every order is carefully inspected and packaged before it leaves us. However, if your item arrives damaged or faulty, please contact us within 14 days of receiving your order. We’ll work with you to resolve the issue and replace the item at our expense.
CHANGE OF MIND RETURNS
If you’ve changed your mind or made an incorrect selection, we’re happy to assist with an exchange or credit note. Please note the following conditions:
~ Eligibility: Items must be returned within 14 days of receipt.
~ Condition: Items must be unused, in their original condition, and in the original packaging.
~ Costs: Customers are responsible for covering the cost of return shipping.
To initiate a return or exchange, please contact us at with your order number and details of your return request.
PROCESSING RETURNS
Once we receive your returned item, our team will inspect it within 3 business days to ensure it meets the return conditions. If approved, you’ll receive either:
~ An exchange for the same or similar product of your choice (based on availability).
~ A credit note for the value of your item, valid for 1 year.
EXCLUSIONS
~ Sale items are not eligible for returns or exchanges unless they arrive damaged or faulty.
~ Products showing signs of use or returned without original packaging may not be eligible for a refund or exchange.
CONTACT US
For any questions about returns or exchanges, feel free to email us at the@ephemeralhours.com. We’re here to help and will respond within 1-3 business days.