POLICIES

Before making a purchase, please read our Policy.

Please contact us at support@mapleandwattle.com within 7 days of delivery if you have an issue with your order. We will gladly address any problem relating to manufacturing issues, missing items, incorrect items or items damaged in transit providing you are able to provide photographic evidence within 7 days of delivery. If you do not let us know within this period, we will assume that you are happy with your order and that your items are satisfactory.

We will not accept any claims after seven (7) days of receipt.

No refunds will be given for shipping delays as they are outside of our control.

Due to the handcrafted nature of the items, variations between products are to be expected.

All sales are final. No cancellation, exchanges or refunds for change of mind. We are unable to offer a refund or a replacement if you don’t like the scent you ordered.

In the event that an incorrect item is sent out, Maple & Wattle will require the customer to return the wrong item via a prepaid shipping label in order to receive a refund. We kindly request that the customer contacts our customer support team to initiate the return process. Once the incorrect item is received and its condition is verified, we will promptly process the refund for the correct amount.

Cancellations are never offered once an order has been placed. However, in extremely rare and exceptional circumstances where a cancellation request is approved by us, a 20% restocking fee will be applied.

The customer is responsible for re-shipping costs when the address has been entered incorrectly, the parcel has been redirected to a different address, or if the parcel has not been picked up in time from the post office. Once we receive the parcel we will email you an invoice with the cost of re-shipping charges + return to sender fees. After payment is made we will reship the parcel.

Please ensure that your shipping address is correct at the time of checkout. Orders are shipped to the address provided, and we cannot redirect or recover a parcel once it has been dispatched. We are not responsible for packages delivered to an incorrect or outdated address entered during checkout. Double-check your details before confirming your order to avoid any issues.

Some orders are sent with signature on delivery. Maple & Wattle is not responsible if a parcel is collected by an unauthorised person. 

Orders over $200 will be sent with Australia Post. 

Maple & Wattle reserves the right to cancel or change any free promotional item added to cart if the minimum cart amount specified is not met. Final order value must be over the advertised minimum spend excluding discounts & shipping in order to redeem gifts. Gift cards are excluded from this promotion

Maple & Wattle reserves the right to terminate our FREE products promotion at any given time.

Free shipping is available within Australia only. Free Shipping is ONLY standard, including all promotions unless otherwise stated by Maple & Wattle. 

 

 

RETURNS

If you receive a product/s that you believe has manufacturing issues we will require photographic evidence within 7 days of delivery.

If photographic evidence is inconclusive, we will require the product/s to be returned to us for assessment. We will only be able to issue refunds of approved returns. Please contact us prior to returning items.

Items received without a return form/unauthorised returns will not be refunded.

The customer is responsible for the product/s to be returned to us. We request that you package your return appropriately, and send it via Insured Registered Post or Courier, to ensure we receive it.  We are not responsible for any Product Return damaged in transit or lost in transit.

All items returned will be carefully checked by our Quality Control Team.  If it is agreed that the product has manufacturing issues, our liability is limited to a refund of the purchase price or replacement of the item in your next order, along with the refund of reasonable postage costs for the Returned Product. All refunds will be paid in the same form as the original purchase or to the same credit card used to make the original purchase.

If the product is deemed not to have manufacturing issues, and it turns out not to be eligible for a replacement or refund under the terms of this Policy, the customer will be required to pay the costs of shipping the Returned Product back to you. 

 

ORDER ISSUES

Please contact us at support@mapleandwattle.com within 7 days of delivery if you have an issue with your order. We will gladly address any problem relating to manufacturing issues, missing items or items damaged in transit providing you are able to provide photographic evidence within 7 days of delivery. If you do not let us know within this period, we will assume that you are happy with your order and that your items are satisfactory. We will not accept claims related to manufacturing issues, missing items or damage in transit after seven (7) days of receipt.

 

SHIPPING

All our packages are dispatched from the Gold Coast, Queensland

Once placed orders cannot be amended or combined

We use both Auspost and couriers, with a LOW flat rate of $10.95 for standard or $15 for express Australia wide. Australian orders over $120 are eligible for FREE shipping. 

For your peace of mind, most parcels require signature on delivery. If your parcel has been dispatched with signature on delivery, and you choose to have your parcel left without a signature, please leave us a message in the NOTES section of your order. Maple & Wattle does not assume responsibility if a parcel is missing after delivery has been completed. 

Auspost offers a FREE parcel collect service if you prefer for your parcel to be held at the post office (please contact Auspost directly to check if this service is available in your area)

Customer is responsible for all return to sender shipping costs when the address entered is not correct. Please ensure you enter the correct address to avoid this issue. 

Our processing times are between 2- 3 business days, during very busy periods it could be up to 10 business days. We are closed on weekends. 

Shipping times are separate from processing times. Express shipping only relates to delivery times, not how quickly your order will be dispatched. We do not provide a *jump the queue* service

All items marked as available on the website are in stock and ready to ship
no refunds will be given for shipping delays as they are outside of our control

International customers only: Free shipping is available within Australia only. The receiver is responsible for any duties and taxes charged by their government and are not included in the shipping fees. International orders to New Zealand are not tracked. 

 

DISCOUNT CODES & PROMOTIONS
Discount codes and promotional offers are not applicable to items that are already discounted. Any product marked with a discount or on sale is excluded from additional promotions. We reserve the right to determine which items are eligible for discount codes at our discretion.

 

STORE CREDIT

Customers cannot use store credit as a payment method on the Shop app.

The full amount of store credit must be used for payment. Partial use of store credit for an order is not allowed.

 

Don't see the answer to your question here? Drop us a message and we'll get back to you within 72 hours. In the meanwhile, be sure to check out our stress melting  bath bombs  while you're here!

 

 PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.


SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at mapleandwattle@outlook.com

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at Support@mapleandwattle.com