How long will it take for my Tawara mochila products to arrive?
During checkout, we will provide an estimated delivery date. This date will also be included in your order confirmation email.
- Standard National Shipping: 5 – 15 business days after the payment and order is confirm.
- Express National Shipping: 2-3 Business Day (the time frame can vary depending on the actual destination.
- Standard International Shipping: varies on the destination.
Please note that delivery times may vary depending on your location, courier delays, and peak periods.
How much does shipping cost?
- Standard National Shipping:
- Free for orders over $100.
- $20 for orders under $100.
- Express National Shipping: The cost varies depending on the destination.
- Standard International Shipping: The cost varies on the destination.
- Express International Shipping: If available, the price will vary depending on the destination.
Shipping fees are calculated at checkout and are non-refundable unless the return is due to a faulty or incorrect item.
How long does it take to process my order after payment?
- Orders are processed and shipped Monday to Friday, excluding Australia and Colombia (if the product is shipping directly from Colombia ) national holidays.
- Processing time: 1-2 business days after receiving payment confirmation.
Once dispatched, you will receive a tracking number via email.
Payment Methods & Currency
- Tawara accepts payments via credit/debit cards (Visa, Mastercard, AMEX), PayPal, and bank transfers.
- All prices are listed in Australian Dollars (AUD).
- International customers are responsible for any currency conversion fees charged by their bank.
Order Changes & Cancellations
- Orders can be modified or cancelled within 12 hours of purchase.
- Once an order has been processed and shipped, it cannot be cancelled.
- If you need to make changes, please contact us as soon as possible at tawaramochilas@gmail.com.
Lost or Stolen Packages
- Tawara is not responsible for lost or stolen packages if the courier marks the order as “Delivered.”
- If your order is lost in transit, contact us, and we will assist you in filing a claim with the courier.
- For added security, we recommend choosing Express Shipping with Signature on Delivery.
Warranty & Quality Guarantee
- We stand behind the quality of our Tawara mochilas. If your item has a manufacturing defect within 6 months of purchase, contact us with proof, and we will assess the issue.
- This does not cover damage from misuse, improper care, or normal wear and tear.
Privacy & Data Protection
- Tawara respects your privacy and will never sell or share your personal information with third parties.
- Payment details are processed securely through West Pack Bank, and we do not store credit card information.
- By purchasing, you agree to our Privacy Policy, which you can read.
Customs & Import Taxes (For International Orders)
- International orders may be subject to customs duties, taxes, and import fees upon arrival in the destination country.
- Customers are responsible for any additional charges imposed by their country’s customs.
Gift Cards & Store Credit (If Applicable)
- Tawara Gift Cards are valid for 12 months and can only be used on our website.
- Store credit cannot be exchanged for cash.
Contact & Support Hours
- Customer service hours: Monday to Friday, 9 AM – 5 PM (AEST).
- Email: tawaramochilas@gmail.com
- Instagram & Facebook: @TawaraMochilas
TAWARA RETURN POLICY
We want you to love your Tawara products. If you are not completely satisfied, you may return eligible items under the following conditions.
Can I return my Tawara mochila if I change my mind?
Yes, you can return your order within 30 days of purchase, provided the item meets the conditions below:
Return Conditions
- The item must be unworn and unwashed.
- All original tags and labels must be attached.
- The item must be in its original condition, free of damage.
- You must provide the order number as proof of purchase.
We reserve the right to refuse returns that do not meet these conditions.
How do I return a Tawara product?
- Email us at tawaramochilas@gmail.com with:
- Your order number.
- Reason for the return.
- Clear photos of the product (if applicable).
- We will provide return instructions after reviewing your request.
- Ship the item back to us using the provided instructions.
Note: Customers are responsible for the return shipping cost unless the item is faulty or incorrect.
Who covers the return shipping cost?
- Change of mind returns: The customer is responsible for return shipping costs.
- Faulty or defective products: Tawara will cover return shipping costs if the item is confirmed to be faulty or incorrect.
How long does it take to receive my refund?
- Once we receive and inspect the returned item, refunds will be processed within 2-15 business days.
- Refunds will be issued to the original payment method.
- Shipping costs are non-refundable, except for faulty or incorrect items.
What if I receive a damaged or incorrect item?
If you receive the wrong product or a damaged item:
- Email us immediately at tawaramochilas@gmail.com.
- Provide:
- Your order number.
- Customer name.
- Photos of the item showing the issue.
- We will assess your request and respond within one business day with next steps.
If we no longer have the original item in stock, we will offer a replacement of similar value or a full refund.
Additional Notes
- Tawara complies with the Australian Consumer Law (ACL), meaning customers are entitled to a repair, replacement, or refund if a product is faulty or not as described.
- We do not accept returns for sale or clearance items unless faulty.
- All returns must be sent via a trackable shipping method. Tawara is not responsible for lost return parcels.