Delivery

Delivery Timelines

Australia

Metro 3 - 5 business days
Regional 7 - 14 business days
Remote Within 21 business days

Christmas Delivery Timelines

Please place your order by the following dates to receive your items before Christmas:
New Zealand: 13th December, 2023
Australia & USA: 14th December, 2023

Retailers

NT, WA, QLD, TAS & SA: 12th December, 2023
NSW & VIC: 15th December, 2023

Delivery Fees

  Flat Rate Orders over $100** Online Gift Voucher^
Australia  $11.90 FREE FREE

 

  Flat Rate* Orders over $200** Online Gift Voucher^
New Zealand $15 AUD  FREE FREE
International  $25 AUD  FREE FREE

*Not including any customs duty or taxes.

**excluding any Gift Voucher value you may have in your cart.

^Delivery of Online Gift Vouchers (via email) is free.

Returns & Exchanges

Returns

Australia

  • During promotional sale periods, we do not offer returns for change of mind.
  • At this current time, we can't make any changes to your sale order once it's completed.
  • We kindly request all customers check their details, including address, sizing, colours and contact details, before they complete the checkout.

For purchases from ergopouch.com.au, we are happy to accept items back for an exchange or refund within 30 days of receipt provided they meet the following terms:

      • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
      • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
      • We do not accept returns on Online Gift Vouchers

To arrange your online exchange or return please complete the following steps;

    • Download the ergoPouch Returns & Exchanges form
    • Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
    • Email a completed copy of the form to [email protected]. Please make sure the form is legible.
    • You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
    • Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns

International

International orders can be returned for a product refund only (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We accept items back for a refund within 30 days of receipt that meet the following terms:

      • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
      • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
      • We do not accept returns on Online Gift Vouchers
      • We do not offer exchanges on international orders

To arrange your international return please complete the following steps;

    • Download the International ergoPouch Returns & Exchanges form
    • Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
    • Email a completed copy of the form to [email protected]. Please make sure the form is legible.
    • You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
    • Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns. Postage and handling charges are covered by the purchaser to send an item back.

Sale Periods

  • During promotional sale periods, we do not offer returns for change of mind.
  • At this current time, we can't make any changes to your sale order once it's completed.
  • We kindly request all customers check their details, including address, sizing, colours and contact details, before they complete the checkout.
  • Delivery times during sale periods are slightly delayed due to the higher number of orders for our warehouse to process: Please allow up to 7 business days for your product to be packed and dispatched from our warehouse during our sale period.
  • Australia Post will provide a tracking number, for you to track your delivery from that point.

Exchanges

Australia

  • During promotional sale periods, we do not offer returns for change of mind.
  • At this current time, we can't make any changes to your sale order once it's completed.
  • We kindly request all customers check their details, including address, sizing, colours and contact details, before they complete the checkout.

For purchases from ergopouch.com.au, we are happy to accept items back for an exchange or refund within 30 days of receipt provided they meet the following terms:

      • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
      • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
      • We do not accept returns on Online Gift Vouchers

To arrange your online exchange or return please complete the following steps;

    • Download the ergoPouch Returns & Exchanges form
    • Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
    • Email a completed copy of the form to [email protected]. Please make sure the form is legible.
    • You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
    • Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns

Please follow the above steps. Postage and handling are covered by the purchaser to send the item back. ergoPouch provide you with a code for use on our website to arrange your exchange (Australia only).

International

We do not offer exchanges on international orders.

International orders can be returned for a product refund only (shipping charges are non-refundable). Please refer to the section above on how to organise an international refund on your order.

Faulty Items

Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement. Please email Customer Service on [email protected] with the below details:
    • A receipt or ergoPouch web sales number
    • Details of the product (TOG, Size, Print)
    • Batch number (check the care instructions tag on the collar)
    • A photo of the item
    • Your postal address

ergoPouch will cover all associated postage costs with exchanging faulty items.

Please contact our customer service team via [email protected] if you have any questions or issues.

eP X