First things first, all You, Me & Bones products are protected by copyright under Australian law.
Most of our products ordered online come wrapped in tissue paper, bubble wrap then packed into our branded box.
Please let us know if you have no use for packaging, and we won't include our boxes in for you. This helps minimise the boxes being thrown out and be wasteful.
Please note seconds and samples would either come in recycled packaging or no packaging at all.
Our bubblewrap are recyclable & degradable, our peanut foams are biodegradable & our cardboard boxes are recyclable.
Shipping within Australia
We are currently offering the following postage and handling rates, or free shipping on orders over $150 within Australia:
- Pins only: free shipping
- Standard: from $10
- Standard + Signature on Delivery: from $13
- Standard+ Extra Cover: from $12
- Express: $12 - $25
- Express for orders over $150: from $15
We either get items couriered to you via Couriers Please, or post via Australia Post. Both calculate their prices on weight and dimensions of the parcel.
Shipping is with Australia Post and comes with tracking. Tracking works with most countries and is dependent on your country's postal service to update the tracking status once your order leaves from Australia. Weight limit for International orders is 2kg.
Please note, you (the customer) are responsible for Customs charges and your country's postal restriction information. Because our account with Australia Post is a business account, you parcel can never be marked as a gift.
Any big differences in postage & handling charged and actual postage charged will be given as an online credit.
Exchanges, Returns & Cancellations
Our policy lasts 7 days. If 7 days have gone by since you've received your items; unfortunately we can't offer you a refund or exchange.
Please note that gift cards & e-vouchers and Sale items are non-refundable; choose carefully as we do not offer exchanges or refunds for change of mind.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Shipping costs are non-refundable. You will be responsible for paying for your own shipping costs for returning your item, both to us and from us back to you. If you receive a refund, the cost of return shipping will be deducted from your refund. Please email us the tracking reference after shipping the item and retain proof of postage in case we do not receive the parcel.
In the case of Return to Sender for whatever reason, you are able to request for the order to be redelivered for a fee (calculated by weight) or choose to have the order total (minus shipping fee) refunded as online credit note.
We will allow cancellations of orders within 24 hours of the purchase date.
Damaged/lost via transit
Now and then Mr Postman man-handles parcels. While it is out of our control once your order leaves our care, we pack your orders as well as we could to provide as much padding and support as we can offer for your candles. Unfortunately we are unable to take responsibility for actions of any third party service for losses and damages.
We encourage you to add the Extra Cover option to your order. Please have a read through their policy as this involves a third party and is out of our control. Australia Post and other couriers company have their own process and policy as to how to get your refund to you. Depending on which courier we use, different policy applies.
If you chose not to have extra cover and your items are defective or damaged via transit, please attached the relevant photos and email us for further assessment. Once assessed, we may be able to offer you a store credit within 7 days.
We encourage you to ask for a leaving card or add Signature on delivery with your order as unfortunately we can't be responsible for parcels that are lost via transit. We can help you make an enquiry with the courier company, however once we have fulfilled our end of the service (and can provide proof that we do so) we cannot resend/refund your order.
If you did not include specific scents via the note section in the checkout/cart area and is unhappy with the default scent given, you are welcome to email us for a request of exchange of scents. You will be responsible for the shipping cost for both sending us back the original, undamaged item and for us to send the new item back to you. Pick up is not available.
If the parcel has been returned to us for any reason out of our control, a redelivery fee will need to be made before the item is sent back to you. We also offer a refund of the item if you do not want your order to be redelivered. Please make sure the shipping details provided are correct; if not please shoot us an email ASAP.
Because our products are hand poured and not mass produced in a factory, each products may vary in colour and no two items are the same. It is important to know that we consider little chips and imperfections as parts of the hand made beauty.
If you are unhappy in general, please let us know and we will try our best to make you happy - but we won't do that..