Shipping & Returns Policy

This website is operated by Araca Merch Australia Pty Ltd trading as "The Araca Group" (ABN 38 614 650 627) ('Araca', 'we', 'us' or the 'Company'). Araca is committed to providing products of the highest quality and to customer satisfaction. All orders are governed by Araca’s Shipping and Returns policies as listed below. Araca reserves the right to amend these policies at any time without notice.

International Customers please refer to our policy on customs and import tax charges. Read More.

Araca are committed to ensuring you receive your order as soon as possible, undamaged and in completed order. To ensure this, we use Australia Post and DHL Express for reliable delivery and tracking of all our orders.

·        Customers are responsible for providing accurate and complete shipping information. We do not take responsibility for lost, returned or delayed orders due to incorrect or insufficient shipping details.

·        All shipping times are estimates only. While we do our best to ensure all orders are shipped within the advertised timeframe, we do not take responsibility for delays caused by external circumstances such as extreme weather, public holidays, incorrect shipping details, property access or those caused by shipping carriers.

·        Shipping charges are non-refundable.

We reserve the right to ship your order on a Carrier not advertised on our site where doing so allows for better service and tracking.

Shipping Options

Carrier	Service	Est. Shipping Time	Trackable	Tracking Link
Australia Post	Parcel Post	5-10 Business Days	Yes	Track Here
Australia Post	Express Post	3-5 Business Days	Yes	Track Here
DHL International	International Express	2-3 Business Days	Yes	Track Here

 

Shipping Charges

Shipping charges are calculated at checkout based on the total order weight and the shipping destination and the shipping service you select. Your shipping charge includes all packing and handling fees and any applicable domestic taxes - it does not include any customs or import taxes that may be incurred at the destination. We reserve the right to amend these rates at any time without notice.

Unclaimed Australian Orders

If you order is returned to us due to incorrect shipping details or because the parcel is unclaimed, you will be charged an additional postage fee, plus any return charges. Please ensure you provide accurate email and phone contact details so the carrier can notify you of unclaimed parcels.

AusPost has recently reduced unclaimed parcel deadlines to 10 Business Days. If you receive a delivery notice from AusPost please ensure you collect your parcel or make other arrangements to avoid your order being returned to us. See more information here.

International Customs and Duties

All customs and import taxes for international orders are payable by the customer.

Many countries charge additional taxes on orders depending on where the goods are sent from, the type of goods, the transactional value of the order and/or the weight of the package. Please check your local information before placing your order for any additional charges or taxes your order may incur upon import. We are not responsible for any delay due to customs processing or charges.

If you are liable to pay additional customs and duties on your order, you will be contacted by our international courier provider. If you do not pay the required charge your package will be treated as abandoned. Araca is unable to refund or replace your order if you are unable or do not wish to pay these charges.

All orders are sent marked as 'Merchandise'. Requests to send orders marked as Gift, Sample or Returned Goods will not be considered.

Pre-Order Items

Pre-order products will not ship until after the advertised release date.

Orders with multiple items that include a pre-order product will ship only once all items within the order are available.  Araca is unable to part-ship orders. If you would like to purchase other items and have them shipped ahead of the pre-order product, please order these products separately. 

All pre-order release dates are estimates only from the relevant supplier and may be adjusted without notice.

Vinyl and CD New Releases

Orders containing new release vinyl and CD recordings will not ship before their Australian release date which in some cases may differ from international release dates.

We aim to have all pre-ordered releases lodged with the applicable Carrier on the release date, however, delays may arise due to manufacturing, demand and the shipping option you select at checkout.

Unless otherwise advertised, any digital downloads advertised as included with Vinyl or CD products will be redeemable with a unique download code packaged with the product. We cannot send the download details in advance of receiving your order.

All vinyl and CD releases cannot be returned.

 

Domestic

All domestic Australian orders, including express shipping, include up-to-date tracking. You will be provided with an AusPost tracking number once your order has shipped. Please note that tracking details may take up to 24 Hours to update once AusPost receives your order details.

If you are not available to receive delivery of your order, your parcel will be redirected to your nearest AusPost collection office and a collection slip and/or notification email will be provided to you. You will be required to collect your parcel within 10 days of receiving notice or your parcel will be returned to our warehouse and additional postage charges may be incurred.

Please keep track of your delivery through the AusPost website and/or AusPost App as there are a number of options for redirecting your parcel if you will be unavailable to receive it.

An additional shipping charge will be incurred for any orders returned to us due to incorrect postage details or failure to collect.

International

Tracking is available for select international countries on our DHL Express service only. If your country is eligible for this service, this shipping option will be available at checkout.

For selected orders, International Shipping is available via AusPost. Tracking is not available on this service.

Updating your shipping details

If you have provided incorrect or incomplete shipping details with your order please contact us asap at au-orders@araca.com with your order number and the correct details. Please note, we are unable to update your order once it has been packed or shipped by our warehouse.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A product or good has a major failure when:

·        it has a problem that would have stopped someone from buying it if they'd known about it;

·        it is significantly different from the sample or description;

·        it is substantially unfit for its common purpose and can't easily be fixed within a reasonable time;

·        it doesn't do what you asked for and can't easily be fixed within a reasonable time; or

·        it is unsafe. 

The rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Araca will not be responsible for any items purchased outside of Araca Group websites. This includes any items sold through other websites, direct promotions, or at live events.

Refunds

Subject to the requirements under the Australian Consumer Law, refunds will not be available in any circumstances other than where a product has a major failure. If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us in accordance with the below and receive a full refund to your original payment method rather than a replacement or credit. In such circumstances, please contact us at au-orders@araca.com and we will process your refund within 5-10 Business Days of receiving and assessing the returned goods.

Replacement or Credit

Where goods are not of an acceptable quality (minor failure), please let us know as soon as possible as we may be able to replace the item for you. In some circumstances, we may provide a credit instead of replacement at our discretion. For approved returns, an exchange for the same item or any item that we carry that is of equal or lesser value only will be provided, subject to stock availability.

To receive a replacement or credit, you must first return the item to us along with its original packaging where reasonably available. All exchanged apparel must not be worn or washed and must be returned in a new and sellable condition. Any tags, labels or packaging must not be removed or damaged from the product where reasonably possible.

All returned items must accompany their original packing slip and/or order receipt.

Returning items within the first 30 Business Days

If we receive the returned item, or written notice from you that you will be returning the item, within the first 30 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:

·        if we consider that the Company is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or

·        if we consider that the Company is not at fault, then: if the item has been returned in its original condition, we will provide a full replacement of the returned item (or a credit at our discretion); or if the item has been returned broken, damaged, tarnished or worn, we will not provide any replacement or credit.

Returning items after the first 30 Business Days

If we do not receive the returned item, or written notice from you that you will be returning the item, within the first 30 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not the Company is at fault and:

·        if we consider that the Company is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or

·        if we consider that the Company is not at fault, then no replacement or credit will be provided. The Company may, however, choose to provide a replacement or credit in some cases at its discretion.

We do not offer exchanges or refunds for international orders for change of mind, wrong size or incorrectly purchased items.

How to request a return/exchange

Please do not return your item(s) to us without a return authorisation. Any items without authorisation may not be processed and you will be responsible for collecting your item from us and any additional shipping charges incurred.

1. Send an email to au-orders@araca.com with your original order number and any supporting documentation (for damaged or wrongly packed items, please send photo evidence)
2. You will receive a response within 48 hours from our customer service team.
3. If your return is authorised, you will be sent further details on returning your item. Do not return your item without authorisation.
4. For approved returns, an exchange for the same item or any item that we carry that is of equal or less value ONLY, provided that stock is available.
5. An exchange will only be processed once all items have been returned. The customer is responsible for the items being returned undamaged. 

Please ensure you pack the return items adequately as we will not accept returns that are damaged in transit.

Shipping Costs for Returns

In all cases, you must pay the costs involved in shipping the returned product back to the Company. If we consider that the Company is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that the Company is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us. Please contact us at au-orders@araca.com before returning any goods and we will advise you of the appropriate return method.