Delivery
We use Australia post to deliver Australia wide and international with Express post parcels. We also use DHL Express for International shipping.
With larger orders and heavier parcels, shipping prices may vary. If you have a special delivery request please contact us. We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

Returns

Face masks

There is strictly no exchange or refunds on worn or washed Acala Stem face masks.

You can return the masks within 14 days if tags are still tied on with original cotton and the masks are not worn. Although we can’t re-sell these items, they are still useful for us for future testing, and for samples. You will need to fund your own postage if your return is a change of mind.

If you deem the items faulty, we will send you a return shipping label to post them back. If we agree the item is faulty, we will refund you the full amount of the masks.

Other Acala Stem products

We pride ourselves on our quality and pay great attention in ensuring our products deliver on your expectation.
Your product has been carefully handmade with exceptional skill by master weavers on traditional handlooms. This means each product will be unique to the next. This is the beauty of the design a part of its design appeal. Our products are also hand dyed in separate batches and colours are blended manually. This means each colour will vary slightly, and we cannot guarantee a direct match from the digital photo. Please expect up to 10% variant in your colour from what you see on screen.

You can return the items within 14 days if tags are still tied on with original cotton and the items are not used or worn. You will need to fund your own postage if your return is a change of mind.

If you deem the items faulty, we will send you a return shipping label to post them back. If we agree the item is faulty, we will refund you the full amount of the masks.

Please email us at hello@acalastem.com if you wish to make a return.
No refund can be processed until we receive the items.
We aim to process all returns within 7 business days of receipt of the returned goods. All refunds will be issued to the same credit card or PayPal account used to make the purchase.

Exchanges

If you would like to exchange your full priced item/items you may do so subject to availability. Please identify if you would like a return or an exchange on your email.

Address for returns
Acala Stem Att: Returns
Level 1, 616 Balcome Road 
Black Rock Victoria Australia 3193

Product disclaimer
Please wash your face mask before wearing. Our Acala Stem face masks do not replace N95 Respirators and Acala Stem face masks are not medical grade. Neue Creative Pty Ltd does not guarantee 100% protection from airborne viruses while wearing any Acala Stem products. Please wear at your own risk.

Help us improve
We are still a growing company and with your help we can make your shopping experience with us an even better one. We would love to hear your feedback. Please let us know your comments by emailing us at:
hello@acalastem.com