All orders are processed and shipped via Australia Post from Melbourne, Australia.
Once received, all orders are processed within 2-4 business days (excluding weekends and public holidays in Australia). Orders placed during and directly following a sale may take longer to ship. Please let us know if you need us to fast track your order.
You will receive a notification when your order has shipped.
In order to minimise plastic and waste in our packaging, we adhere to the following principles:
Eliminate any unneccessary packaging.
Opt for paper or other recyclable material for packaging whenever possible. This usually take the form of paper envelopes for packaging buttons.
When we have to use plastic in our packaging, they are either recycled (e.g. taken from parcels we received in the past) or re-usable (e.g. with certain buttons they are packaged in paper envelopes with a small round plastic window - we encourage you to re-purpose it to hold other things after you have used the buttons)
Feel free to let us know if you have any feedback on our packaging, we are always happy to learn and improve in any way we can.
To minimise shipping cost, all orders are shipped as letters/economy air. If you would like to track your order during shipping, please select the upgrade option during checkout.
As a result of the COVID-19 pandemic, Australia Post is experiencing widespread delays and has suspended all delivery guarantees. All shipping options are impacted by these delays.
Import Duties and Taxes
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Arrow Mountain is not responsible for these charges if they are applied and are your responsibility as the customer.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question email@example.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions or Non-returnable Items
Certain types of items cannot be returned, like digital products (digital planner and art prints), and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.