FAQS

CAN I CHANGE OR CANCEL MY ORDER?

All orders are final once they have been processed through the checkout. Unfortunately, no further changes can be made to your order once processed including and not limited to; removing and/or adding items to your order, combining orders or cancelling your order.

Please ensure all details on your order are correct before confirming your checkout. In particular, we recommend double-checking your email address, delivery address and the acceptance, and accuracy, of promotional codes.

WHAT ARE YOUR PROCESSING TIMES?

For orders placed before 7am AEDT, we endeavour to process the same business day. Orders placed after 11am AEDT will be processed the next business day. During sale events and new collection launches, there may be a slightly longer processing time.

Once full payment has been received for your order, your items will shipped. Upon dispatch, you will receive a confirmation email with your tracking number.

If you do not receive these email confirmations, please email our team at: store@theslow.id

WHAT ARE YOUR DELIVERY TIMES?

Within Australia: Delivery is between 3-5 business days within metropolitan NSW, or 5-10 business days elsewhere within Australia.

Outside Australia: Delivery is between 5-14 business days.

Delivery date estimates are good faith estimates only. The Slow Store cannot accept responsibility for delays caused by third party shipping partners or customs officials in your chosen shipping destination. We reserve the right to withhold delivery to any particular place or location at our sole discretion.

DO YOU SEND ORDERS WORLDWIDE?

Yes! Domestic orders are all sent with Sendle as a reputable local shipping agency in Australia. For international orders, we offer delivery with DHL as a reputable shipping agency.

HOW MUCH WILL SHIPPING COST?

We take satisfaction in providing our customers with fast and reliable shipping. However, as every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items.

For orders within Australia we have established the below flat rates*:

Weight 0 – 5 kg = AUD $15.00

Weight 5 – 10 kg = AUD $25.00

Weight 10 – 25 kg = AUD $35.00

*Maximum parcel length 180cm

For International orders, the shipping cost will be calculated at checkout and based on your chosen item(s) size, weight and shipping destination.

DO I NEED TO PAY CUSTOMS/ IMPORT DUTIES AND TAXES?

Import duties and taxes are not included in the item price or shipping cost. These charges are your responsibility and will be collected from you by the carrier. Duties /Taxes on goods vary widely depending on the product value and the country you are having your order delivered to. The Slow Store will include a commercial invoice declaring the full dollar value paid on international shipments. If you refuse a shipment from The Slow Store, you are responsible for the original shipping charges as well as the import and return fees that may be incurred upon delivery back to us.

WHAT IF I RECEIVED MY ORDER AND IS FAULTY OR INCORRECT?

We are sincerely apologetic that there is a concern with your order. Please contact our Customer Care team for personalised support here: store@theslow.id. (Please quote your order number with your inquiry)

DO YOU OFFER RETURNS?

The Slow Store accepts returns within 14 days of receipt. You can read our Returns Policy here.

DO YOU OFFER EXCHANGES?

Currently, we are not able to offer exchanges, so if you would like another size/style you will need to place a new order via our online store. You can then send the unwanted item(s) back to us for a refund as per the Returns Policy listed above.

CAN ONLINE PURCHASES BE RETURNED TO THE SLOW STORE IN BALI?

At this time our store is not able to process returns for online orders. Any online order must be returned following our online Returns process.

WHERE ARE YOU LOCATED?
Our online warehouse is located on the Gold Coast, Australia. Our head office is in Bali, Indonesia, where we also have a physical store at The Slow hotel in Canggu.


Didn’t find the answers you were looking for? Please contact our Customer Care team at store@theslow.id
We use cookies to ensure that we give you the best experience on our website. If you continue we'll assume that you are understand this. Learn more
Accept