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FAQ'S, REFUNDS & RETURN POLICIES


FAQ'S

COVID-19 Shipping Update. Due to COVID-19 there might be extensive shipping delays with Australia Post. Please expect your parcel to take a few extra days. Thank you for your patience during this time. 

$9.99 flat rate for standard shipping. Express shipping within Australia is $14.99. If your order is over $90 standard shipping is free and if your order is over $150 then you will receive free express shipping!

Once your order has been dispatched (same business day if ordered before 11 am) , you will receive a shipping confirmation email. Your email will contain your Australia Post tracking details.

Please ensure you regularly check the email (and your junk folder, just in case) used when placing your order, as this is where all following emails will be sent.

How much is international shipping?

International shipping is a flat fee per order with both standard and express options as outlined below. International shipping costs in $AUD.
International shipping prices:

  • Standard International Tracked Shipping - $25.00


All orders are sent with a tracking number. Once your order has been dispatched, you will receive a shipping confirmation email. Please ensure you regularly check the email used (and your junk folder) when placing your order, as this is where all emails will be sent. 

*Please note all international orders are subject to import and/or customs charges, which the receiver/customer is liable for. One Small Step cannot be held responsible for additional charges.

How long does it take for my order to be delivered once it has been sent? And when will it be sent?

We ship every business day and generally ship on the same day if you order before 12pm (excluding weekends).

We ship with Australia Post, please see below for recommended delivery times, due to COVID-19 there may be some delays on top of these recommended delivery time.

For all orders to Tasmania and Victoria between 2-8 Business days.

For all other interstate orders 3-14 Business days.

For International orders: Delivery times differ based on your country. Please check the Australia Post website for more clarity.

Refunds and Returns:

Please contact us at india@hellojoethelabel.com.au to discuss refunds. 

Returns: 

If you need to return a product, please contact us within 30 days. Products can not be returned for change of mind and cannot be returned after the 30 day period. 

Pre Order Products:

If you order a pre order product with another product that isn't pre order we will send them both together when they are both in stock.
If you need to receive the other items prior to the pre order coming in, you need to place a separate order, as shipping costs need to be covered. Please email us at info@onesmallstepstore.com if you have any questions. 

How do I use a gift voucher/promo code?

Simply pop it in before the checkout page and your discount will be applied. Keep in mind that you can only apply one promo code at a time and gift cards cannot be used with any discount codes.

Can you return products?

Please email us ASAP and we will work with you on a case by case basis.
Shipping and handling will not be refunded. 

What is Silicone? And what makes it better than plastic? 

Silicone is made from the silica found in sand which makes it a resilient, long lasting alternative to plastic. Yes, it's recyclable, even though you might not be able to leave it with your curbside pick-up, and it can be incinerated safety without toxic off-gassing. When burned, silicone reverts back into its harmless ingredients: amorphous silica, carbon dioxide, and water vapor (unlike plastic which releases toxins when burned).

Silicone is durable, and more ocean-friendly than plastic. It lasts longer, and stands up better against heat and cold than plastics. It’s safer for your family, too, with no estrogen-mimicking toxins like BPA to worry about. It is odourless, stain-resistant, hypoallergenic, and has no open pores to harbor harmful bacteria. 

Afterpay FAQ's:

What is Afterpay?

After pay is a payment option that we offer on all our Australian orders. It’s basically like a lay-by that you get now! For more information visit this link https://www.afterpay.com/en-AU/how-it-works-online