SHIPPING & RETURNS
DELIVERY OPTIONS
Australia
Free carbon neutral shipping on all Australian domestic orders.
International
International orders are subject to a flat delivery rate of AUD$50.
DISPATCH TIMES
We aim to process and ship all online orders within 1 to 4 business days following the day your order was placed.* Once your order has been completed, you will receive an email with your tracking number which can be used to track your order.
Please note: During peak periods (Sales, Promotions, Public Holidays), dispatch times may be longer.
*Our delivery times are based on Metro areas, please allow an additional 1-2 days for regional deliveries and 3-4 days for remote areas.
Please note we are currently working on extending our shipping zones. If you can’t see your country on the list, please contact our customer service team for information.
For further questions, concerns or requests, please contact our customer service team: info@ukiyoworld.store
INTERNATIONAL TAXES & DUTIES
International orders may be subject to additional taxes or duties set by customs at the destination country. Ukiyo World is not responsible, nor does it have any control over these rates and the time it takes to process your order of Customs in each country. These fees aren’t included in the price of our product(s) and are the responsibility of the recipient to pay on delivery. Your local customs office can assist you with any further information you might need regarding customs, taxes and duties.
SHIPPING LIMITATIONS
Unless your Ukiyo World item has arrived damaged, or the incorrect item was received, the customer is responsible for the cost of returning the package as well as all original shipping costs, customs fees, taxes and duties incurred.
Please forward any claims for damaged or incorrect items to Ukiyo World customer service within 7 days of receiving the products. Any claims lodged after this period will not be accepted.
In order to return or exchange a product, you must provide a valid proof of purchase (including receipt, e-receipt, or gift receipt).
For any further questions or concerns, please do not hesitate to contact us for assistance.
TITLE & RISK
Ukiyo World is the owner of the products supplied to you up until payment owed by you has been made in full. Once this payment has been made and the items have left our premises for delivery to you, the items are at your risk.
RETURNS
We hope that you enjoy your Ukiyo World order, but if you are unhappy with your item it can be returned or exchanged. Returns are only applicable if the item was purchased from our online store, returned unused, housed in original packaging and with original labels. If items are returned in a poor condition where we can’t resell them, we may not accept your return. If you decide to return your candle based on a change of mind, your request for a return may be denied. If your purchase was made through a partnered retailer or online store, then any returns or exchange will need to be made through the relevant retailer and not returned to Ukiyo World.
Exchanges are subject to product availability and will be actioned only once the product has been received and processed successfully. The customer is responsible for the shipping costs for the return and re-delivery of an exchange.
RETURNS PROCEDURE
To return a product to Ukiyo World:
1. Contact us by email at info@ukiyoworld.store within 7 days of receiving your order. Please include your full name, address, the order number and reason for return. Wait for a confirmation email.
2. You will receive a confirmation email with all information and return instructions clearly marked.
3. Once we have received your order, we will inspect the condition to ensure it meets the requirements for a refund or exchange. This usually happens within 3 business days and a refund will be made within 14 business days and you will be notified by email once your order has been processed.
6. Please note that any return shipping costs will be covered by the customer.
FAULTY ITEMS:
Quality control is high on our priority list and each order is carefully examined before being dispatched. If you happen to receive an incorrect order or a faulty item, email us at info@ukiyoworld.store with your full name, address, order number and reason for return along with clear images.
Ukiyo World reserves the right to refuse or cancel orders or terminate accounts, at any time at our sole discretion. Should this happen we will return the order to the address originally provided. All charges related to shipping and handling are non-refundable unless it is faulty or an incorrect order.
We will honour all return, exchange and refund agreements that meet the above conditions. Ukiyo World reserves the right to reject the return or exchange request if a customer makes an unreasonable number of return requests.
GIFT CARDS:
Ukiyo World gift cards are only available for redemption on the Ukiyo World online store. They are non-refundable and cannot be exchanged for cash. If there are funds leftover on the gift card, the balance will remain on the gift card which can be used on future purchases.
Ukiyo World reserves the right to cancel or request other forms of payment should there be warranted concern or attempted illegal action in connection with a gift card purchase on our website.