Shipping, Exchanges & Returns

COVID-19 update

Online shopping should be an enjoyable experience, free from the uncertainty of how shipping, exchanges and returns are managed.

So for peace of mind, we've included more information below. But as always please call us if you want to talk to a human, or email us for fast support by clicking here.

I LIVE IN AUSTRALIA:

When I purchase from Active Creatures, do I pay for shipping?

When the product/s you are purchasing have a total order value of $60.00 or more, Active Creatures will pay for standard shipping.

When the product/s you are purchasing have a total order value of less than $60.00, a standard shipping cost of $6.95 will be added to your order during checkout.

For all orders (irrespective of order value), you can choose Express shipping instead, for a cost of $11.95.

When I am exchanging a product, will I have to pay for shipping back to Active Creatures?

If the product/s you are exchanging had a total order value of $60.00 or more, Active Creatures will pay for standard shipping.

Please email support@activecreatures.com to receive your Return Authorisation Number (RAN).

If the product/s you are exchanging had a total order value of less than $60.00, it is your responsibility to pay for all shipping costs associated with exchanging your product/s (this includes shipping to Active Creatures as well as Active Creatures shipping to you).

Once I have received my Return Authorisation Number (RAN) what do I do?

Visit our online form at Active Creatures Return/Exchange; enter your Return Authorisation Number + contact details, and our friends at Australia Post will generate a label for you to attach to the return parcel.

This is at no cost to you, so there's no stress and no fuss.

Can I return a product/s and get a Refund?

You can receive a refund on full priced items so long as the product/s are:

returned to Active Creatures within 30 days of your purchase;
are unworn and unused with the original tags still attached; and
in the original packaging, which must be in the original condition.

Sale items cannot be returned for a refund, however we are happy to issue a Credit Note or Exchange.

Please email: support@activecreatures.com with the following information:

Your full name
Order number
Description of your request

So that we can provide you with further instructions.

If I want to return a product/s, will I have to pay for return shipping back to Active Creatures?

When choosing a Refund, it is your responsibility to pay for shipping costs associated with returning your product/s to Active Creatures.

Please note that Refunds will only be issued once a product/s are received by Active Creatures.

Can I return a product/s and get a Credit Note for the same value to use at a later time?

You can return full priced and sale items from Active Creatures and get a Credit Note for the same value, so long as the product/s are:

returned to Active Creatures within 30 days of your purchase;
unworn and unused with the original tags still attached; and
in the original packaging, which must be in the original condition

Credit notes are valid for 6 months.

Email: support@activecreatures.com with the following information:

Your full name
Order number
Description of your request

So that we can provide you with further instructions.

Please note that a Credit Note will only be issued once a product/s are received by Active Creatures.

I LIVE IN NEW ZEALAND:

When I purchase from Active Creatures, do I pay for shipping?

When shipping to NZ, each order (irrespective of size or weight) will be charged standard shipping of AUD$15.00. You can elect Express shipping for a cost of $25.00.

This will be added to your shopping cart, at the time of purchase.

The NZ Government may charge extra duties and taxes, for further information please refer to Section 6 in our Terms & Conditions.

When I am exchanging or returning a product, will I have to pay for return shipping back to Active Creatures?

It is your responsibility to pay for all shipping costs associated with exchanging or returning your product/s (this includes shipping to Active Creatures as well as Active Creatures shipping to you).

Please note:

All returns must have an International Tracking Number.
A Refund or Credit Note will only be issued once a product/s are returned to Active Creatures.
Customers have 45 days to provide the exchange or return to Active Creatures.

I LIVE OUTSIDE OF AUSTRALIA AND NEW ZEALAND:

When I purchase from Active Creatures, do I pay for shipping?

When shipping outside of Australia and New Zealand, each order (irrespective of size or weight) will be charged standard shipping of AUD$25.00. You can elect Express shipping for a cost of AUD$50.00.

This will be added to your shopping cart, at the time of purchase.

Please note that your country’s Government may charge extra duties and taxes, which will be at your cost.

When I am exchanging or returning a product, will I have to pay for return shipping back to Active Creatures?

If you live outside of Australia it is your responsibility to pay for all shipping costs associated with exchanging or returning your product/s (this includes shipping to Active Creatures as well as Active Creatures shipping to you).

Please note:

All returns must have an International Tracking Number.
A Refund or Credit Note will only be issued once a product/s are returned to Active Creatures.
Customers have 45 days to provide the exchange or return to Active Creatures.

Please note that Active Creatures is not responsible for any items lost in transit. In the case of international orders, in an instance where Active Creatures incurs incoming tax charges, this cost will be deducted from any Refund amount due to the customer. For further information please refer to our Terms & Conditions.