Payments

Nature Mates accepts 3 different forms of payments through our Checkout section :

1. Direct Bank Transfer

By choosing Direct Bank Transfer and placing your order, your order will be completed but will be “On Hold” until Nature Mates receives payment of the order into our Bank Account, or Nature Mates receives proof of payment via email (contact@naturemates.com.au). Our bank account details are provided on your order confirmation page as well as on the order confirmation email sent to you. Please use your Order Number as reference when making payment. Once we have received payment or proof of payment, your order will be shipped.

2. Paypal account

If you select the Paypal option, you will be redirected to PayPal in order to complete payment. Simply enter in your PayPal account email address and confirm payment. Paypal is one of the most secure payment gateways available.

3. Credit Card

If you select the Credit Card option, you will be prompted to input your credit card details to complete payment. Credit Card payments are processed through Stripe. Stripe is a world renowned payments processing company that accepts all major credit and debit cards. In addition to the security offered from Stripe, the Nature Mates website includes an added layer of customer credentials protection via SSL.

Shipping

Nature Mates offers shipping on all products to anywhere in Australia. Shipping costs are dependent, mostly on weight, but become more cost-effective for larger orders, meaning that you benefit more from ordering multiple products. Shipping costs will never exceed $15.99, regardless of the size of the order. Shipping costs are not dependent on location.

Shipping is conducted primarily through Australia Post at a standard class and usually takes between 3 and 7 business days depending on the delivery address (we are based in Queensland). Some larger orders and orders to regional areas are conducted through our courier partner, Sendle. These deliveries can take slightly longer.

We attempt to process all orders within 24 hours (business days) of you placing your order and will always attempt to dispatch your delivery the following business day. Sometimes, delays with couriers can occur.

Nature Mates also offers shipping to New Zealand. Shipments to New Zealand incur a $20 per item additional charge.

Returns and Refunds

If a customer receives a damaged item, they have the right to return the item to us for either a full refund or a replacement of the item within 7 days of receipt of the item. Nature Mates will also refund the customer the cost of the return postage, if returning is required. Nature Mate will fulfil its obligation to the customer once the damaged item has been received or once the customer provides a photo of the damaged product. Returned items must be returned in their original packaging with all accessories, and must be in the same condition in which they were received.

In instances where items are not damaged or faulty, Nature Mates will accept returns and provide refunds, only for products that :

  • are still within 7 days of delivery
  • have not been used
  • are in perfect condition
  • are returned with all original packaging, accessories and instructions (if applicable)

Return postage and costs will be the responsibility of the customer.

For return address information, please send an enquiry to contact@naturemates.com.au