1. Contact Us

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1.1. How to contact us?

We are here to help. All queries can be sent to tribe@nahlaearth.com - currently, all queries will be replied to within 24 hours.

You can also drop a message in our live chat on the bottom right hand of the screen. On weekdays, we will endavour to answer as quick as we can.

Please note that customer service is not manned on weekends, so you will not receieve a response until the next business day.

2. Orders & Delivery

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2.1. How long does my order take to get shipped.

The time it takes for us to ship your items can vary but typically will be quick.

If you order on a business day, we will typically ship your items within a 24-48 hour period. If you order before 2pm, it will be closer to 24 hours.

On the odd occasion it may take longer then this by 1 to 2 business days. This may occur on popular shopping days like Black Friday or when we have a restock or have launched a new product.

If you order on weekends, your order will not be processed until the next business day, in which case the 24-48 hour time frame will apply. Our warehouse is not open on weekends.

2.2. I have not received my tracking code yet?

If you have yet to receive your tracking code, this could be for a couple of reasons.

1. Your order may still be getting processed. Please check FAQ 2.1.

2. You may have received your code but it has gone to junk mail or spam. Please check these.

3. You may have entered in the wrong email. Please double check and provide us with the correct email so we will send through your tracking.

2.4. How do I track my order?

All Nahla Earth orders are shipped with full tracking which will be sent to the email address you provided.

Given the nature of the product, all orders require signature on delivery which cannot be changed.

Once your order has been shipped you will be send your tracking code from AUS Post.

Sometimes if your code is not working, it has simply not been loaded with Aus Post. This will resolve itself within a few hours.

You can track it by clicking this link here.

2.5. When will my package arrive?

In Australia, standard deliveries can take anywhere from 2-8 days. Deliveries to Melbourne or Sydney will be on the shorter end of this.

Express deliveries can take 1-4 days. Deliveries to Melbourne or Sydney are usually 1-2 days after being shipped from our warehouse.

Once the package leaves our facility, we do not have control over the time it arrives. Sometimes it will be quicker then expected and sometimes it can be delayed for reasons beyond our control.

If you have your tracking code, you can track by clicking this link here.

2.6. What If my order is delayed?

As soon as we receive your order, we make sure to get your item to you as soon as we can.

However, once we have processed and shipped your order, the time it takes is largely out of our hands given we use a third party carrier.

If your package is delayed, we just need to wait it out as annoying as it can be. If you think your order is missing or there is a signficant delay, please send us an email.

So we can get this sorted for you, please send the order number and complete name used for your order. Replies during the weekday are currently within 24 hours.

2.7. Ooops, I entered my shipping address incorrect. What Now?

We really love to make sure you get your package on time.

Please double check your details are correct. This includes ensuring the correct shipping address and including the correct contact name for the person who is going to be receiving the package.

We are all human and if you make a mistake contact us immediately as we may be able to correct the mistake. This however, is not always possible.

3. Returns, Refunds & Exchange Policy

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3.1. What is your return policy?

Unfortunately, certain types of items including food, flowers and plants cannot be returned. They are considered perishable goods and cannot be returned or exchanged.

3.2. My Item is damaged, what can I do?

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will help resolve the issue for you.

3.3. What is your refund policy?

Refunds are considered on a case by case basis. How, will do not refund based on taste.

If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.