Copy of FAQ'S

Shipping and Delivery

 

HOW DOES SHIPPING AND DELIVERY WORK?

Once an order is placed, our team will carefully package your beautiful throw rug(s) with love. Please allow up to 24 business hours for our team to pick and pack your order. 

Your rug(s) will then be sent via the legends at Australia Post, and from there they should arrive safely in within **2-8 business days, rearing for an adventure.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this journey.

Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the Australia Post delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. 

HOW MUCH DO I PAY FOR SHIPPING?

In Australia: For orders over $150, not a cent! For those under:

  • Standard Shipping, 2-4 Business Days ($8)
  • Express Shipping, 1-2 Business Days ($12)

International orders get their shipping costs calculated at ze checkout.

 

HOW DO I TRACK MY ORDER?

First off, welcome to the NTL family! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!

 

HELP, I THINK MY ORDER IS LOST/HASN'T BEEN DELIVERED?

Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 12 business days, please contact us and we can launch an investigation with Australia Post.

*Please note: Once we pass your NTL order to Australia Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by Australia Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

  

CAN I CHANGE MY SHIPPING ADDRESS?

Provided your order has not shipped yet, we gotchu. Please send us the new details and we can change this over for you.

If your order has been shipped, no stress! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

 

DO YOU SHIP INTERNATIONALLY?

Whilst we started down under and ship from here - we're stoked to offer shipping to the USA, Canada, United Kingdom and our Kiwi buddies across the ditch.

 

ARE THERE ANY CUSTOMS/IMPORT FEES?

All of our throw rugs are shipped from right here in Australia, out of our distribution centre in Perth. For Australia and New Zealand, this means there’s no need to stress about any customs fees, as it’s shipping from your own backyard (or your neighbour’s yard, if you're located in NZ). If you are located in New Zealand, orders of $1000+ may be subject to duty fees. 

Please note for shipping to other countries - any custom’s fees (such as duties and taxes) incurred by your country are the responsibility of the customer and will not be refunded by Naming This Later.  We encourage you to contact a local custom’s agent for more info.

 

Product Questions

 

HOW IS MY ORDER PACKAGED?

Your rug(s) will arrive packaged in a 100% recycled/compostable mailer. No plastic involved here! It has a second adhesive strip so that the mailer can be reused once more, and once it has served its purpose, you can recycle it where soft plastics are accepted!

 

CARE INSTRUCTIONS

Our rugs can be machine washed on cold delicate mode.

If this function is not available to you - its best to hand wash them. Hang to dry. They tend to get softer with every wash. 

The rugs are woven, and to avoid pulling threads you need to be careful when using it around sharp objects (e.g. keys and rings).

Our rugs will look beautiful on the ground in your home, however please don't vacuum them as it will distress the fabric.

 

WHAT ARE YOUR THROW RUGS MADE FROM?

Our throw rugs are woven from 100% recycled cotton. This cotton is sourced from pre-consumer cutoffs - fabric from other brands apparel that is shredded and respun back into yarn. By giving a second life to these cutoffs and using recycled material that already exists, we save thousands of litres of water by not having to grow new cotton. 

 

WHO DESIGNS YOUR BLANKETS?

We collaborate with artists for each of our drops. All designs are exclusive to NTL.

  

ARE YOU STOCKED IN ANY STORES ANYWHERE? 

Our beloved throw rugs are currently available only online - as we stock extremely limited quantities. However, as we spread our wings this is set to change in the next few months! 

 

Returns and Exchanges

 

DO YOU HAVE A RETURNS POLICY?

Yep, you betcha. You can get the deets here

In a nutshell though, we offer returns for 30 days from date of delivery/receiving of your order. If the package is damaged, or the product faulty - we'll happily front the shipping fee to get it back to us. 

 

CAN I RETURN MY ORDER FOR A REFUND?

We understand that sometimes our rugs just don't fit into your life as you'd imagined. You can certainly return your order to us for a refund, provided it is returned within 30 days.

*Please note: all orders must be returned in as new condition, to be eligible for a return.

 

CAN I EXCHANGE MY ORDER FOR A DIFFERENT PRODUCT?

Another design caught your eye? It happens – trust us, our homes are full of NTL rugs! You can certainly return your order to us for an exchange to a new design, provided it is returned within 30 days.

*Please note: all orders must be returned in as new condition, to be eligible for a return.

 

DO I HAVE TO PAY FOR RETURNS?

We’ve got you covered here if the order has arrived damaged or faulty. Otherwise, shipping costs to return your rug(s) will be your responsibility. 

Check our refund policy for more deets on this one. 

  

Payment

 

HOW SECURE IS YOUR PAYMENT?

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

 

WHAT PAYMENT TYPES DO YOU OFFER?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

Need a little longer to pay for your NTL order? We offer Afterpay payment plans for Australian customers only.

 

ENTERING DISCOUNT CODE

If you have a discount code, you can enter it at the checkout and your order total will change. Codes are case sensitive. If you are still having trouble applying your code, please contact us at hello@namingthislater.com.

 

Contact Us

 

HOW DO I CONTACT YOU?

hello@namingthislater.com - to say g'day, ask for help, give feedback.. you'll reach us here! Email is deffs the best way to get in touch as it allows us to keep a paper trail of our convo and any issues you may have had.

 

WHAT ARE YOUR BUSINESS HOURS FOR CONTACTING YOU?

Monday - Friday from 9am-5pm AWST, excluding public holidays.

 

WHERE ARE YOU LOCATED?

Our NTL HQ and customer service team is located in Perth, Western Australia. Your rug(s) begin their adventure from our fulfilment centre in Perth too.