FAQs

Find Your Answers Here

GENERAL

 

Do you have a retail store?

Ecology is available to purchase online and through our many stockists but we do not currently have an Ecology retail store.

 

Why should I sign up to the Ecology newsletter?

By signing up to the newsletter you’ll be the first to know about special offers, sale events and new releases.

 

How do I get help?

If you have any questions that aren’t answered here, feel free to get in touch via our Contact Us form.

  

PAYMENT & PURCHASING

 

What payment methods are accepted?

The Ecology online store accepts Visa and MasterCard credit card payments. We also accept PayPal payments.

 

Is it safe to make credit card payments on your website?

The Ecology website uses SSL Encryption and all payments are processed by the eWay Payment Gateway which is tier one PCI DSS compliant. This means eWay adheres to the highest security standards set by Visa and MasterCard. eWay guarantees that customer and credit card data is secured by military-grade software and encrypted by Ingrian devices to offer the highest level of protection possible.

 

Will I receive a tax invoice?

The order confirmation email you receive when placing your order is a valid Australian Tax Invoice. If you created an account at check-out you can also access your tax invoices by logging-in.

 

Do I need an account to place an order?

No, you don’t need an account to place an order on the Ecology online store. You can simply check out as a guest. By creating an account however, you’ll be able to shop faster, manage and track your orders and receive exclusive email offers.

 

What can I do if I’ve forgotten my password?

If you’ve forgotten your password please go to LOGIN and click “LOST PASSWORD”.

 

Am I able to add or delete items from my order once I have completed the order?

Unfortunately, you’re unable to edit an order once it had been placed and payment has been made.


DELIVERY

 

How much is delivery?

Delivery is $10.00 flat rate Australia wide. Free shipping applies to all orders over $100.

 

Do you ship internationally?

Currently we only ship within Australia.

 

Can my order be delivered to a PO Box?

Yes. All deliveries are sent via Australia Post eParcel and can be delivered to PO Boxes.

 

When will my order be dispatched?

Orders will be dispatched within 3 business days.

 

How long will delivery take after dispatch?

All capital cities, except for Brisbane and Perth: 1 – 4 business days

Brisbane and Perth: 4 – 5 business days

Country NSW, SA, TAS, VIC: 3 – 5 days

Country NT, QLD, WA: up to 9 business days

Please note that timeframes are estimates, and Australia Post endeavours to meet these estimates at all times.

 

Is local pickup available?

Unfortunately, we are not able to accommodate customer pickups, however we use a fast and reliable freight network to get your products delivered to you as quickly as possible.

 

RETURNS & BREAKAGES

 

What is the returns process?

(a) On a rare occasion, a manufacturing fault may occur. For products deemed to have a manufacturing fault or damage from transit, you will be entitled to a refund, repair, exchange or credit, at your election.

 

(b) Please contact our customer service team as soon as you discover a fault, advising the Order number, the faulty item number and/or name and a description of the fault via e-mail sales@cwmhomewares.com.au. We may ask you to supply photos of the faulty item if necessary.

 

(c) If the fault or damage is confirmed, we will provide you with a return authority form, which must be recorded on your return when the Product is returned to us.

 

(d) Claims for faulty goods are accepted within 12 months from the original purchase.

 

(e) Product returns must be posted to

            Attn: Product Return

            CW Marketing Pty Ltd

            78 Henderson Road

            Rowville 3178 Victoria