Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about Little Earthnest, our products and services, our store policies, and more.

General Questions

Shipping Questions

Contact Questions

General Questions

What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all unused, unopened items within 30 days of the purchase date. To start a return, please visit our easy Returns portal and follow the instructions there.
How do I track my order?
Once your order has shipped, you will receive an Auspost tracking number and link via email. You can use this number to track your order on the carrier's website.
Can I modify my order?
We try to process orders as quickly as possible, but if you need to modify your order, please contact our customer service team by email with your order changes as soon as possible. We'll do our best to accommodate your request.
Can I cancel my order?
Any order may be cancelled prior to despatch in exchange for store credit valid for 3 years from the original order date.

Given the need to cover costs that are incurred immediately upon order payment and during early processing stages such as merchant fees and order management costs, we do not offer refunds for changes of mind under any circumstances.
Do we include a paper tax invoice or receipt with our orders?
A tax invoice receipt is sent by email to the email address of the purchaser as the confirmation email.

In addition at the bottom of your confirmation email you will see an option that says "Do you need an easy PDF printable tax invoice?" Clicking this link will generate a PDF invoice for your use.

Paper tax invoices are not included with the parcel in line with our sustainable values. This means that if you are purchasing an item as a gift, the receiver will by default not see your invoice or receipt.
Are all of your products available in stock?
Little Earth Nest is a small business in Victoria that carries a large range of products and brands. Occasionally, an item may be temporarily out of stock.

We store our product both in our own warehouse space as well as shared warehouse spaces in our areas. If you see an item as available our online store that usually means we have it in stock either on site in Breakwater or in one of our storage facilities, however there are some situations such as stock damage or theft that can interfere with this. 

In addition on the very rare occasion an item may sell in our retail store before it is picked for an online order. If this happens we email you as soon as the issue is discovered to give you the choice of waiting on restock, substitution to an alternative product or refund. 

Please be understanding in the case of out stock products, that we are human and from time to time error or misfortune may affect your order.
Do you have a physical store?
We have a physical store at 44/3 Dyson Court, Breakwater in Geelong, Victoria. Please visit our contact page for current opening hours and address information.

Shipping Questions

What will I pay for postage?
Our postage costs are calculated at checkout using our very competitive rates. Choose from Auspost eParcel and Auspost Express eParcel rates which will be individually calculated using the items in your cart and your shipping address.
We aim to ship within 0-7 business days. From that point transit times differ depending on your location. Our system will automatically send you an email with Auspost tracking so that you can monitor the status of your parcel delivery at your convenience. 

Although most parcels are sent on the same or next business day, please let us know if your order is urgent or even contact us prior to placing your order to ensure that we can despatch allowing plenty of time to meet your requirements. 

Please note that we cannot provide specific delivery dates because of external factors with freight or courier companies that may affect the transit of your parcel once it has left our premises and is out of our control.
How do I know if my order has been sent?
You will receive a shipping confirmation email from our store system including an Auspost tracking number and link for your order.

An Auspost tracking link is automatically generated when we print the label for your parcel, so that you don't have to wait on manual entry. The tracking link becomes active once the Auspost depot has scanned your parcel. Auspost collect from us regularly to avoid delays, however some patience may be required at times while waiting for Auspost to complete that depot scan.
When will I receive my parcel?
We aim to despatch all orders ASAP and within 0-7 business days. From that point transit times differ depending on your location. 

Our system will automatically send you an email containing relevant Auspost tracking codes for your order on despatch so that you can monitor the status of your parcel delivery at your convenience and collect from your local post office if you miss a delivery.

Although most parcels are sent on the same or next business day, please let us know if your order is urgent or even contact us prior to placing your order to ensure that we can despatch allowing plenty of time to meet your requirements. 

Please note that we cannot provide specific delivery dates because of external factors with freight or courier companies that may affect the transit of your parcel once it has left our premises and is out of our control.
Who delivers your parcels?
The vast majority of our orders are automatically sent using the Australia Post eParcel or Express eParcel signature and tracking service unless they contain items being fulfilled by external warehouses. 

We cannot be held responsible for transit times once orders have been despatched but have invested in premium delivery services wherever possible in an effort to ensure the most reliable experience for our customers.
Do you offer international postage?
We ship all international orders using the Auspost Express Parcels International which is a premium, trackable service with signature on delivery.

This postage service offers speed, security and visibility with an estimated 2-4 day delivery timeframe subject to any unforeseen delays. This is the only postage option which allows us to fulfil the requirements for Paypal seller protection against fraud and is the only postage option available to our overseas customers.
Can you send my parcel in a box or envelope with stamps to save on postage?
We send all of our parcels using Auspost eParcel or Express eParcel services in order to ensure that we can provide a secure, trackable delivery with a signature. 

Aside from this, our rates are very competitive and most often we can provide you our premium service for less than the cost that you or we would pay if lodging over the counter at a post office.
What are the cut off dates for Christmas delivery?
We are happy to provide postage on orders up to the last business day before Christmas, however we cannot provide a guarantee that they will be received pre-Christmas. 

The last despatch prior to Christmas in 2023 will be announced in the second half of the year.

Contact Questions

Do you have a contact telephone number?
Our contact number is +61 3 5244 2830

When are you available for face to face enquiries?
Customer service assistants are currently on site:
MON-WED-FRI11am-3pm AEST

Should you decide to contact our retail store by phone please be understanding that staff may be busy serving customers and unable to answer at times. 

Our on site staff are primarily tasked with serving face to face customers and can only answer basic enquiries. For enquiries that are lengthy or specific, staff may ask you to provide contact information for a response in due course. 

What is the most recommended method of contact regarding an order?
We strongly recommend email as the most effective first contact point.

Reach Out

Is there another way to contact you?
If you require any assistance in any way please feel very welcome to email us or submit a query using the form on our contact page.

These are the most reliable forms of communication for your online order or store enquiry as they provide a reliable trail of communication that we can reference, while we provide you with a comprehensive service experience. 

We also offer the handy option of using a messaging system to communicate with us; simply click the 'Chat with Us' option in the bottom right hand corner of our site to use this communication method.

Can I contact you on social media?
We do not have staff routinely checking social media for order communications, please contact us using any of the above direct contact methods instead.