shipping & returns

**For all Australian orders, we have recently transitioned warehouse systems. Please ensure that the delivery address and receiver’s name for your order is accurate and complete (including the full name of any business name if shipping to a work address) as we are unable to change these details once you have placed your order.**

delivery times

Ere Perez ships from 4 warehouses; Australia (ships globally apart from UK, Europe, USA and Canada), USA (ships to USA and Canada), and UK (ships to UK). We offer standard and express shipping to most countries globally. 

  • National Delivery - standard
    • Our busy warehouse teams aim to process and get your order sent out within 1-2 days
    • Please lease allow 5–10 working days for your order to reach you.
  • National delivery - express 
    • Shipped to most metropolitan orders the day the order is processed
    • Please allow 2–5 working days for your order to reach you 
  • International Delivery (all locations outside of Australia except USA, EU and UK)
    • Shipped worldwide from Australia the day after we receive the order
    • Please allow up to 26 business days for your order to reach you.
    • Shipping costs vary depending on country
    • Customs & duties may be payable depending on location (please check your individual countries rules). Please note if you are in Europe but outside of the European Union your order wil be shipped from Australia and is likely to be subject to customs fees & duties. 
  • CANADA SHIPPING
    - we have had to temporarily cease shipping to Canada due to government strikes. We hope to have this service running back ASAP. We apologise for any inconvenience caused.

shipping costs

We offer FREE shipping for orders over a certain value depending on the region.

  • Australia: For orders in Australia, standard shipping is $9 and $13 for express. We offer free standard shipping on orders that exceed $100 AUD, and free express for orders over $200 AUD. 
  • USA: For orders in the USA, standard shipping is $8 and $12 for express. We offer free standard shipping on orders that exceed $70 USD, and free express for orders over $120 USD.
  • Canada
  • We have had to temporarily cease shipping to Canada due to government strikes. We hope to have this service running back ASAP. We apologise for any inconvenience caused.
  • UK: For orders in the UK, standard shipping is £4.95 and £10 for express. We offer free standard shipping on orders that exceed £60, and free express for orders over £100.
  • EU: For orders in the European Union, standard shipping varies between €6-€25 depending on your location. You will be alerted at checkout how much shipping will be once you enter your address. We offer free standard shipping on orders that exceed €60
  • Other: Internationally, for most other countries not listed above shipping can vary between $10-25 USD depending on your location. We offer free international shipping for orders over $150 USD equivalent in the local currency.

If you do not receive your order in the expected time, please email us: online@ereperez.com .

Delivery costs will be stated on the website at the time of order. We use reputable courier companies and Australia Post, USPS and Royal Mail to ship orders and operate a Monday to Friday service for both our National and International Delivery options. A specific time slot cannot be specified with any of our Delivery Options, but your order will not require a signature upon delivery.

Please note that during our seasonal sales and periods of high promotional activity along with circumstances beyond our control such as adverse weather, public holidays, processing may take longer and certain services may be removed.

All orders are security sealed before shipping, so please advise us if your package has arrived in a state that is unsatisfactory due to obvious tampering. In this event, please email us at online@ereperez.com and our helpful customer service team will assist you.

returns

If you are unhappy with your purchase, we offer a full refund on all full priced online purchases (excluding shipping costs) returned at customers expense in the condition in which they were sold within 14 days and offer an exchange on all goods returned within 28 days. To exercise your return rights, you must notify us within 7 working days from the day you received your order. Your order must be received by us, in the condition in which we sent it, including unopened product boxes, for you to receive a refund/exchange. 

Please be aware that for hygiene reasons, we can only offer a replacement/ refund on opened items if the item is faulty or you have experienced an adverse reaction. We do not offer returns/refunds on opened items if you change your mind.

When returning any items to us, they must be returned with all protective external product packaging received with your goods, such as boxes. 

Returns are usually processed within 48 hours of receipt. However, please note that during our seasonal sales and periods of promotional activity, processing may take longer.

Please note we are unable to refund or return items that were purchased on sale. 


customs & duty

Sometimes goods may be subject to delays, due to customs or weather. The customer is responsible for providing any information required by customs to ensure the goods are cleared. Please note any import duties or custom fees that may be required are at the discretion of each country’s import regulations and cannot be controlled by us. Any fees payable are down to the customer to cover. 

Not all orders are subject to duties and import taxes. Many countries or regions have a minimum order value before duties and import taxes apply. We recommend researching this minimum order with your local customs authority to determine a landed cost price prior to purchase completion. Thank you for your understanding. 

**We now offer shipping from the UK, and also from Europe so we can finally happily say that any orders from UK or the European Union will no longer be subject to customs fees!** 


pricing & promotions

Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you the difference after your order has been accepted. Please note that promotional codes cannot be used in conjunction with any other offer or promotion.

Please note we are unable to refund or return items that were purchased on sale. 


placing an order

All orders are subject to acceptance and availability. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. Once you have placed the order with us, you will receive an e-mail confirming receipt of your order. Please be advised, this email is not an acceptance of your order, just a confirmation that we have received it.

When placing your order we carry out a standard pre-authorization check on your payment card. Payment will not be taken until your order has been accepted. We carry out security checks on all orders and may cancel your order should it fail these checks, at which you will be notified.

We reserve the right not to accept your order in the event that the item ordered is out of stock or other such reasons, but we will endeavour to satisfy your order to the best of our ability. In the unlikely event that your ordered goods are unavailable, we will notify you before proceeding.

Please ensure that the delivery address and receiver’s name for your order is accurate and complete (including the full name of any business name if shipping to a work address) as we are unable to change these details once you have placed your order. We will not take responsibility for any orders that go missing due to incorrect delivery information provided by you. We will endeavour to deliver goods on the stated delivery dates but to the maximum extent permitted by law we will not be held liable for late delivery.


cancelling an order

You may cancel an order at any time up until the point of when the goods are being dispatched, after which you will need to return the items to us in order to receive a refund. To cancel an order, please contact our excellent customer services team on + 61 2 9130 3582 or email online@ereperez.com