DELIVERIES, RETURNS & EXCHANGES
WE DO NOT OFFER REFUNDS FOR CHANGE OF MIND, SO PLEASE CHOOSE CAREFULLY.
ORDER PROCESSING TIMES
All orders will be processed in within 3 working days, unless an item is out of stock and you agree to wait for us to re-stock.
As we are based in the rural town of Berry, on the South Coast of NSW, our delivery times may be a little longer: Generally up to 2-5 business days from the time of dispatch. This may vary during sale or promotional events, or at peak periods such as Christmas.
We recommend creating a customer account to facilitate easy tracking of your purchases. A dispatch confirmation email displaying your tracking number will be sent via email, once the order is ready to be sent out.
Deliveries may require a signature, unless you provide authority and instructions 'to leave' during checkout. If a parcel cannot be delivered, it may be returned to the post office or couriers depot, or to our store. In most cases delivery will be attempted twice. This will add to delivery times and is out of our control. If you wish to avoid delays, we suggest you use a delivery address such as your place of work, or a family members home, to ensure that someone will be available to receive and sign for it on your behalf.
AUTHORITY TO LEAVE
By providing authority to leave, you have authorised all couriers to leave all parcels without a signature. In doing so you indemnify both Little Rae General Store and its Courier against any claim for loss and / or damage relating to any freight item so left.
TRACKING YOUR ORDER
When your online purchase is complete you will receive an email containing your order confirmation and delivery details.
Registered customers who have made purchases via their account, are able to track their order online. Access is via the ‘My Account’ section of our website.
The link provided will allow you to track the status of your delivery at any time. If you can’t find your tracking code, please call or email us and we’ll be happy to help.
If the anticipated delivery timeframe has passed and/or the tracking on your order shows ‘delivered’ and you have not received your package, please contact us within 48 hrs so that we may assist you in locating your parcel.
RETURNS AND EXCHANGES
WE DO NOT OFFER REFUNDS FOR CHANGE OF MIND, SO PLEASE CHOOSE CAREFULLY.
However, we understand that sometimes things go wrong and we will happily provide an exchange, credit, and under limited circumstances (such as faulty items), a refund, under the following conditions:
Exchanges must be made with 10 days.
DAMAGED or FAULTY GOODS
If your order is damaged in transit, please contact us within 48hrs so that we may assist you further.
THE BORING BITS WE NEED TO TELL YOU UP FRONT ……
We do not offer refunds except in the case of faulty goods and we reserve the right to make a replacement/exchange in accordance with consumer laws
'Faulty' may depend on a manufacturers/distributors definition which will not be less than that as determined by NSW Fair Trading. Do not send your purchase back to the manufacturer/distributor.
Item/s to be returned, must be unused and in the original condition that you received it - unused, unworn, unwashed, with all packaging and tags attached. Items that are returned with any food or grease stains, make-up or any other marks will not be accepted. It must also be in the original packaging, and the packaging must be in as new order.
To complete your return, we require a receipt or proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item/s. Shipping costs are non-refundable. You may return to the store in person, but not before obtaining an RAN (see Our simple return process)
Several types of goods are exempt from being returned: Perishable goods such as food, plants, and books cannot be returned. We cannot accept the return of intimate or sanitary goods, perfumery, bath and personal care items, hazardous materials, or flammable liquids or gases.
GIFT VOUCHERS can not be returned or exchanged for cash
Due to the popularity and limited stock on some items, we cannot always guarantee that we will have the requested item/s in stock to exchange. Any exchanges requests that we do not have in stock will automatically be issued as an online gift voucher, to use at your leisure.
We process all returns within 5 business days of receiving your items. We will send you an email with the details of your processed return.
To be eligible for a return, the item you plan to returned in accordance with our returns process
RETURING FAULTY OR DAMAGED ITEMS
To facilitate swift processing of returns for faulty items, please follow our simple 3-steps return process. Please do not post items without pre-approval as it will only delay processing of your return.
Step 1. OBTAIN RETURN AUTHORISATION NUMBER
Please email our friendly team firstname.lastname@example.org to obtain a return authorization number (RAN).
You will need to include details, most of which can be found in emails detailing your purchase:
- Details of your purchase (the easiest way is to forward the original email receipt for your purchase.
- Advice details the defective or damaged product
- Detail the problem
- Include images of the item and damage
- Include images of damaged packaging, if any.
- Include a daytime contact number so we can call you if necessary
We will get back to you with a Return Authorisation number (RA). NOTE: You must include this RAN when sending back the item for exchange or credit.
Step 2. PACKAGE AND RETURN ITEMS WITH RAN
Once you have received your RAN, please include it on your shipping label and in a note within the box/satchel, along with the product name to be replaced. Please remember that in order for the return to be processed you must ensure that a note is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them. We would ask that you return items promptly once you have obtained and RAN, and items must be returned within 10 days of receipt of RAN.
The address for returns is:
Little Rae General Store
PO Box 167
BERRY NSW 2535
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance, as we are not responsible for items in transport, and we take no responsibility for items lost in transit. If items are shipped via Australia Post or courier, retain the tracking number and/or receipt as proof of postage.
Step 3 ASSESSMENT AND PROCESSING
We will process your return as quickly as possible
Once your return is received, will be examined it to confirm fault and/or damage.
We will notify you by email of the approval or rejection of your exchange, credit or refund.
Step 4. OBTAIN AN EXCHANGE OR CREDIT
If approved an exchange will be issued less any return postage and packaging costs
If an exchange cannot be made we will issue a credit, in the form of an online GIFT VOUCHER via email (for excahnges with 14 days). You must be a registered customer to allow us to issue a gift voucher. Gift vouchers are valid for 12 months from the date of issue,
We will notify via email if a refund is processed
LATE OR MISSING EXCHANGE, CREDIT OR REFUNDS (if applicable)
Please check that you advise us of the faulty or damaged items (via email)
If we have not responded, please call and advise the date of our email, and/or forward to email@example.com.
If your return was approved, check your customer account for a GIFT VOUCHER
If a refund has been authorised, check your bank account or credit card statement again.
Contact your credit card company, as it may take some time for your refund to be credited to your account
If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org
SALE ITEMS (if applicable)
Sale items cannot be returned or refunded unless deemed faulty.
PICK UP IN STORE
We are currently unable to offer pick up unless by prior arrangement (via email)
We are currently unable to offer gift wrapping or direct to recipient processing at this stage