Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
Once your order is placed, it will be carefully packed and dispatched within 24-48 hours.
Orders are shipped via Australia Post and typically arrive within 3-7 business days.
How much do I pay for shipping?
Shipping is calculate at checkout based on your location. We aim to keep it as affordable as possible while ensuring your order arrives safely.
When will my order arrive?
Once your order has been packed and dispatched, you can expect delivery within 3-7 business days Australia-wide.
All orders include fast delivery, and you'll receive tracking details as soon as your order is on its way.
Please note: Delivery timeframes are provided by Australia Post and may vary during busy periods or due to unforeseen delays.
How do I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking details.
You can use the 'Track Order' link in that email to follow your delivery through Australia Post and stay updated as it makes its way to you.
If you haven't received your tracking email, please check your spam or junk folder. If it's still missing, feel free to reach out and we'll be happy to help.
Help, I think my order is lost/hasn’t been delivered?
If your order appears delayed, please allow a little extra time, as shipping timeframes can vary with Australia Post.
You can check the latest updates using your tracking link, which will show if your parcel is still in transit or experiencing delays.
If your order hasn't arrived within 14-20 days, please reach out to us and we'll be happy to assist and look into it for you.
Can I change my shipping address?
If you need to update yoour shipping address, please contact us as soon as possible,
If your order hasn't been dispatched yet, we'll do our best to update the address for you.
If your order has already been shipped, you may be able to redirect it using the Australia Post tracking link provided in your shipping confirmation email.
If you need any help, feel free to reach out - we're here to assist.
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
All of our products are shipped from within Australia, so you won't need to worry about any customs or import fees.
You order is sent locally, making the process simple and straightforward.
Product Questions
What materials are your products made from?
Our products are thoughtfully created using high-quality materials designed for everyday use.
Glass tumblers are made from durable glass with bamboo lids and reusable straws, while our notepads and paper goods are printed on premium cardstock for a clean, smooth finish.
Each piece is designed to feel both. practical and meaningful in your everyday life.
Are your designs original?
Yes - all of our designs are created with intention, inspired by faith, culture, identity, and everyday life.
Many of our pieces feature meaningful words, scripture, or island-inspired elements that are designed to encourage and uplift.
Will my item look exactly like the photos?
We do our best to display our products as accurately as possible.
As many items are handmade or customised, there may be slight variations - which we believe adds to the uniqueness of each piecs.
Do you offer wholesale or bulk purchase discounts?
At this stage, our pieces are available through our online store only, and we don't offer wholesale or resale.
If you're interested in placing a larger personal or gifting order, feel free to reach out here - we'd love to see how we can assist.
Can I send an order as a gift?
Yes - you're welcome to send your order directly as a gift.
Simply enter the recipient's address at checkout and your own details for billing. We don't include pricing information in our packages, so your gift can be sent directly to them.
Receipts and order confirmations will be sent to your email.
Are you stocked in any stores anywhere?
At this stage, our pieces are available exclusively through our online store.
It's something we'd love to grow into n the furture, but for now, Tulaba Island Co. is kept close and intentionally run by us.
Returns & Exchanges
Do you have a returns policy?
Yes - we offer returns on eligible items.
If something isn't quiet right, you can request a return order within 14 days of receiving your order.
To be eligible, items must be unused, in their original condition, and in original packaging.
If your item arrives damaged or fault, please reach out to us and we'll make it right.
To start a return, simply contact us and we'll giude you through the process.
How long do I have to return the products?
You have 14 days from receiving your order to request a return.
To be eligible, items must be unsed, in their original condition, and in original packaging.
For full details, please refer to our returns policy or contact us if you need any help.
Can I return my order for a refund?
If something isn't quiet right, you're welcome to return your order for a refund on eligible items.
Returns must be requested within 14 days of receiving your order, and items must be unused, in original condition, and in original packaging.
Please not that some items may not be eligible for return, unless faulty.
If you're undusre, feel free to reach out here - we're here to help.
Do I have to pay for returns?
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
If your item arrives damaged or not as expected, please contact us and we'll make it right.
How long does it take for my return/exchange to be processed?
Once your return reaches us, please allow 2-5 business days for your refund or exchange to be processed.
If you send through proof of postage, we can begin processing things sooner for you.
How long does it take for my refund to be processed?
Once your refund has been approved, you'll receive a confirmation email from us.
From there, funds are usually returned to your original payment method within 2-5 business days, depending on your bank or payment provider.
If you haven't received your refund after this time, feel free to reach out here and we'll help look into t for you.
Payment
How secure is your payment?
Your privacy and security are important to us.
All payments are processed securely through Shopify Payments using advanced encryption to protect your information at every step.
What payment types do you offer?
We accept all major payment methods, including Visa, Mastercard and American Express.
For a quick and seamless checkout, you can also use Apple Pay or Google Pay.
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). This is something we're looking to introduce in the future.
How do I use a discount code?
To use your discount code, head to checkout and enter it in the discount box before completing your purchase. Your savings will be applied instantly.
Please note: Only one discound code can be used per order.
I forgot to use my discount code!
Forgot to apply your discount code? No stress.
Reach out to us as soon as possible and, if your order hasn't been processed yet, we'll do our best to apply it for you.
Please note: Only one discount code can be used per order.
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order?
Please contact us and we will be happy to help. To resolve things quickly as possible, we recommend including photos of the issue so we can better understand what's happening.
I need to cancel or change my order!
Need to cancel or make a change to your order? We understand, it happens.
Reach out to us as soon as you can and we'll do our best to help.
If your order hasn't been dispatched yet, we may be able to make changes. If it's already on it's way, it will need to go through our returns process.
Because we work quickly to get orders out, we can't always guarentee changes - so we always recommend double checking your details before placing your order.
How do I contact you?
Need to get in touch? You can contact us via our contact page or by emailing us at bula@tulabaislandco.com
Email is the best way to reach us, as it allows us to keep track of your enquiry and assist you as efficiently as possible.
We aim to respond as quickly as we can and appreciate your patience.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your BRAND stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
We're proudly based in Gippsland, Victoria.
Orders are shipped from our Headquaters, and we also offer local pick up from Gippsland.