RAW CITRINE POINTS

SHIPPING INFO:

We are offer worldwide Shipping with tracking and secure checkout provided. We even have humans you can talk to at +61295310009 if you are experiencing any shipping issues. 

Tracking your order:

All orders include tracking information that is normally sent via email as soon as the order has been shipped. Please refer to this tracking number to see the status of your order.

Customs & Duties: In most  cases, packages shipped within Australia don't require any additional fees. All shipping charges (or free shipping promos) listed do NOT include customs, duty, and taxes. We can't hold responsibility for that and the recipient is responsible for all customs, clearing and other fee’s required to ship internationally. 

Lost / Stolen package:

• Our Customers satisfaction is our top priority so we cover any case of exceptional delay or even loss in transit and offer a free reshipment or a refund.
• If the order does not make it to its destination and is delayed in a local post office, customers are responsible for contacting the carrier before receiving a reshipment\refund.
• If you have entered a wrong shipping information, you are not eligible for a reshipment or a refund. 

My order hasn't arrived: If you haven't received your order within 35 business days, your order is eligible for refunds or free reshipment. Please email us at contact@embraceaustralia.com.au

Estimated shipping times by country:

*Local holidays in origin countries that may cause a delay in shipping are not considered as business days. 

Australian customers: 

Free Australian-wide shipping on all orders over $50.

Standard - Australia Post (1 - 5 business days) - $8.00AUD 

US customers: 

Free US shipping on orders over $200. 

Standard shipping (8 - 14 business days) - $25.00 

Rest of the world:

Standard shipping (8 - 14 business days) - $30.00 

 Please note during Covid 19 Pandemic:  that whilst we do everything possible to make sure your order goes out in time, once it is in the hands of the couriers or Australia Post we have no control on how long it gets into your hands. With lockdowns, postal strikes, truck strikes, lack of staffing at the post centres and everyone and anyone doing online orders, the demand is high for deliveries, and they are taking much longer than expected. We recommend that you use our shipping terms as a guideline only during non-pandemic times to avoid any disappointment. We have been infomed that some deliveries, especially regional and rural areas can take up to three weeks! Sorry guys, please take this up with Australia Post and couriers, not us :(

RETURNS POLICY

Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can not offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
-Gift cards
-Downloadable software products
-Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 7 days after delivery

At Embrace we want you to be satisfied with your purchase and your Embrace shopping experience overall. We understand that sometimes you may wish to return a product you have purchased from Embrace, so we have set out our policy regarding returns and refunds to assist you in this process.

Our returns policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.

Your rights under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where a failure of a product does not amount to a major failure, Embrace is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product(s) to Embrac will be borne by you.

To obtain compensation, you will need to provide Embrace documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Embrace to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.

1. Returning a Product:

Where: For all product returns please return either in person or by mail to:

Embrace
SYDNEY AUSTRALIA

Please retain your Receipt:

In order to obtain a refund, exchange or repair, you must have clear proof of purchase – typically, a receipt.

All refunds or exchanges must be notified to Embrace within 7 days of receiving your items.

How long do I have? Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Embrace adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At Embrace  we will always take a fair and reasonable approach.

2. Product Assessment:

Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange. In many situations, this will be a simple assessment. For example, if the product was mis-described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can assess it then and there in-store. Sometimes it may be dangerous or may not be possible to assess the product in-store due to the nature of the product (for example if it is an electrical, software or technology item). In these circumstances, we will send the product to the manufacturer or their repair agent to determine the issue and its resolution.

Our Courtesy Desk staff are happy to forward your product to the manufacturer or repair agent and liaise with them on your behalf. Whilst we will do our best to provide you with a timely resolution, it may take six weeks or more to complete the process due to the number of parties involved.

It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Our Courtesy Desk staff are happy to provide you with their relevant contact details to assist you. When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable time frame.

The manufacturer will assess the product and determine whether:

• There is a minor fault: Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.

• There is a major fault: If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, repair or returns card.

• The product has been damaged through abnormal use: Unfortunately Embrace cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by Embrace , the manufacturer or their agent.

3. Have you changed your mind?:

If you have changed your mind, orders may be cancelled and a full refund or credit note given if you contact Embrace  within 24 hours of placing your order and we have not yet processed it or shipped it. Please contact us to check the status of your order. Cancellations will only be accepted by email or phone.

4. Substitute Products:

Should Embrace be unable to supply to the exact specifications of the ordered product we shall advise you within 24 hours of the first working day from which you placed your order and provide a substitute. You are under no obligation to accept the substitute.

5. Refunds (if applicable)

We will offer a 3 day refund policy if the product you have received is not in accordance to what you have ordered or is damaged prior to opening the item. Items must be returned within 3 days in their original packaging, unused and undamaged. Prior authorisation must be obtained before returning any goods. Goods that are ordered incorrectly will not be refunded. No refunds will be given on custom designed products or any products damaged by yourself or other third parties associated with yourself.

 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 3 days.

6. Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above and you still have not received your refund yet, please contact us at contact@embraceaustralia.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with a picture of the damaged product at contact@embraceaustralia.com.au and after approval of our staff, you will be eligible for a re-shipment or a refund.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Address
To return your product, mail it to:

Embrace

Sydney Australia 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item over $30 back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellations

Cancelations are available only within 24 hours after an order was placed. In this case, we will issue a full refund except for a fixed cancellation fee of $2