Sit back and relax... we're here to help!
We take great care in selecting only the best items to bring to our island, items that we would (and have) bought ourselves so if for any reason you’re not 100% satisfied with your purchase then we will happily offer you a refund or exchange.
Please note that Australian Consumer Law prevents us from accepting returns of any underwear. Our Bamboo Face Masks are also non-returnable (for hygiene reasons). However, should your underwear or face mask be faulty we will happily replace the item or give you a full refund (should the item be unavailable).
If you've changed your mind (who hasn't!) or ordered an incorrect size and want to exchange an item you’ve received, please email us at firstname.lastname@example.org with your order number and we will get back to you ASAP with the next steps.
Please note: Any change of mind items must be returned to us in their original condition, which means items must be unused / unworn / unwashed and with tags and original packaging intact. Our Bamboo Face Masks are non-returnable (for hygiene reasons).
You will also need to return the item within 60 days of the purchase date as shown on your invoice.
We will replace your item or issue a full refund should a suitable replacement not be available.
All shipping costs related to change of mind exchanges are at your own expense.
Please consider returning your item via registered or express post as we cannot take responsibility for articles lost on the way back to us.
Please allow up to two weeks for exchange processing.
A refund will be approved provided that:
- The item is returned to us in its original condition: Unused / unworn / unwashed / tags and original packaging intact, and
- We receive the item within 60 days of the purchase date as shown on your invoice.
Once your return is received and inspected, we will send you an email to let you know that we have received your item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, you should expect to receive a refund within four weeks of returning your item (in many cases however you will receive a refund more quickly). This lead-time takes into account transit and processing time, as well as the time it takes your financial institution to process our refund request (yeah, some island hoppers just aren't as efficient as we are).
Refunds will also be processed via the original purchase payment method that you used.
We take great care to only offer the highest quality products. However, if for any reason you find a fault with one of our products, we would like to help you resolve the problem as quickly as possible.
Please email us via email@example.com with your order number, email address, details and photo(s) of the fault.
We will replace any faulty stock (subject to stock availability) or issue a full refund and reimburse any return postage costs. Note there will also be no re-delivery fee if the item being returned is faulty or damaged or incorrectly sent as we will cover that cost too.
How do I return an item?
Please email us at firstname.lastname@example.org with your order number in the subject line, details of the problem and if necessary, a photo so we can see what the defect / damage / fault might be.
We will then get back to you ASAP with the next steps.
Where do I send item returns?
Please send any item return to:
Bamboo Island, PO Box 177, Jannali NSW 2226 AUSTRALIA
Shipping costs for returns (a gentle reminder again, just in case you missed it)
Bamboo Island will cover all shipping costs related to incorrect or defective / damaged / faulty items.