PLEASE FIND BELOW SOME OF OUR MOST FREQUENTLY ASKED QUESTIONS. IF YOUR QUESTION ISN’T ANSWERED HERE PLEASE EMAIL CUSTOMER CARE FOR MORE ASSISTANCE.
‘Garment and Care’
Q : ‘What if an item is not the colour that I thought it was?’
A : Please bear in mind due to different computer monitors/calibrations colors may very slightly different from the picture. Although every effort is made to photograph garments in their truest form and describe these in detail, we cannot guarantee every monitor will accurately depict the actual color of the product.
Q : ‘How do I care for my garments?’
A : ‘Each piece is hand made and hand dyed. Attached to each garment is our care label that will provide you with care instructions for your new item. We recommend to hand wash in cold water and iron it with low temperature (for viscose silk and rayon silk), normal temperature for Linen, Cotton and Rayon.
‘Ordering’
Q : ‘What currency are your prices in?
A : As you are visiting our online store all prices displayed are in US dollars (USD).
Q : ‘How do I know which size will fit me best?’
A : The size guide serves as a general guideline for helping you find your correct size fit. Please bear in mind our silhouettes do vary from a slim to oversized fitting – so please always check the description. If you have any questions regarding a fit of a garment please email customer care before purchasing.
Q : ‘What if I need to change or cancel my order?’
A : Once an order is placed, we’re unable to make changes as the shipping process has already started. Our orders are processed immediately so once an order ships we are unable to cancel this.
If you do need us to cancel your order please email info@earth-circus.com right away including your order number and full name in your request.
Always ensure your shipping address is correct. Earth Circus and/or Synonym can not be held responsible in any way for filling out an incorrect shipping address. Any costs regarding and originated from this event will be paid by the customer. If you have entered an incorrect delivery address, please contact customer care right away.
Q : ‘What if something I ordered arrived damaged or faulty?’
A : Please contact us straight away so we can help you with this.
RETURN TO OUR HEADQUARTERS IN BALI:
You will be refunded to the same payment method you used to make the purchase.
If you chose delivery to receive the item, the delivery fee will be refunded when the full order is returned.
You can use the address below. Please note that this will be at your own cost.
EARTH CIRCUS
CANGGU JUNCTION UNIT 2#
JALAN BATU MEJAN NO. 108X CANGGU
KUTA UTARA, BADUNG, 80351
BALI, INDONESIA
The refund shall be payable by Bank transfer/Credit Cards within the same means as used by you to pay the cancelled order. You will be informed of the refund by email. We will not offer cash refund.
Such right of withdrawal or return does not apply to altered items or bespoke items that have been customized on demand by you, for instance with the engraving of a name.
We currently send all online orders from our headquarters in Bali, Indonesia. Please note that this means business days for shipping following the Indonesian public-holiday calendar.
Q : ‘How much will shipping cost?’
A : We take satisfaction in providing our customers with fast and reliable shipping and thus offer express as our standard preferred method with our reputable delivery services.
Indonesia: Free Shipping for customers in Indonesia Area with JNE courier (est 3-4 days)
International: AUD$20 – AUD$30 worldwide depending on receiving country selected at checkout.
Free shipping on orders over 200USD world wide
Q :’How long will it take to receive my order?’
A : All items are made to order and are processed in our headquarters in Bali, Indonesia. Orders currently take 1-2 business days to process and approximately 2-4 business days to ship with DHL express.
Please note during public holidays in Indonesia or peak volume orders such as sales that the above timeframe may vary. If you are wanting your order before the specified time above, please contact our customer care about this prior to placing your order.
All orders are shipped via DHL express which predicts a delivery time of 2-4 business days. To track your order please input your tracking number on the DHL website:
http://www.dhl.com.au/en/express/tracking.html
Unfortunately, DHL does not accept PO box addresses for orders. If you require your order to be sent to a PO Box please let us know and we can look at an alternative shipping method for you.
Q : ‘Am I responsible for duty and custom charges for my order? ‘
A : Yes, all international customers are responsible for any charges incurred within their own country. Earth Circus and Synonym have no responsibility or control over these charges. For further information please contact your local customs office. Earth Circus and Synonym will declare the full price of the piece for the shipment and include a packing invoice for customs as required.
Q : ‘I placed an order however do not want to pay the customs or duties associated with my order, can I return to sender (RTS)? ‘
A : You will have to accept the package and request a proper return under the terms of our return policy. If it is an international purchase, your package will need to clear customs duties and sales tax charges. If you return to sender, you will still be responsible for customs duties, sales tax and the return shipping charges.
Q : ‘I ordered the wrong size, can I exchange my item for a different size?’
A : Yes, we accept returns for exchanges. Please follow the return instructions sent with your shipment. Our general return policy applies. Please make sure that you have read and followed the instructions of our general return policy.
Q : ‘I have received the wrong size or item?’
A: Please email hello@earth-circus.com with your order number along with a photo of the item in question.
All orders should include a return form. Please follow the instructions on this form.
Please check our general returns policy information below:
We require all items to be returned within fourteen (14) business days of receiving the order. Garments must have swing tags attached as well as the return tag and must be in good condition, unworn and in original packaging. Please allow five to seven (5-7) business days for your returned item to be processed and ten (10) business days for refund to be processed to your credit card or bank.
Q : I did not receive a return form in my order?’
A: If your order does not include a return form, please inform our customer service team at info@earth-circus.com
The item will be refunded however the fees associated with shipping will not.
Furthermore, if your order has been sent to a destination within Indonesia, the sales taxes that we have collected will be refunded. Outside of Indonesia, customs duties and sales taxes are non-refundable through Earth Circus and/or synonym however you may be able to recover these by contacting your local customs office directly.
Q : ‘Do you offer custom sizes or alterations?’
A : ‘Currently we do not offer online custom sizes or alterations, however if you are in Bali we offer instore alterations at our retail stores. We require full payment of the item(s) prior to accepting alteration and require at least 1 week minimum to process the alteration. Alterations must be approved by our factory and by our retail staff confirming this until further notice.
