To better help our customers we are available to provide any answers before your purchase, feel free to email us at firstname.lastname@example.org and we will answer your questions as quickly as possible.
Q1. How long does order processing take?
Processing is usually completed within 24 hours, and a maximum of 48 hours (however during peak periods such as Christmas time this can be slightly longer). For Australia deliveries, the package will be sent via Australia Post and should be received within 3-7 business days for standard deliveries and 2-5 business days for Express deliveries, from the time of order. Worldwide shipments can take from 12 to 30 days.
Q2. Where do you deliver to?
We ship to most countries. Please email us at email@example.com if your country is not listed, we will do our best to accommodate your order.
Q3. How much does shipping cost?
Australia's deliveries are free. There is an option of express delivery, and it costs a flat rate of AUD 10.
For Yoga Mats:
NZ flat rate is AUD 15 and rest of world deliveries are charged a flat rate as follow:
- AUD 70: Africa, Asia, Central America, Europe & South America
- AUD 50: North America & Rest of Oceania
For Rice & Carry Bags:
- NZ Standard Flat Rate is AUD 15; Express Flat Rate AUD 30
- North America, Rest of Oceania, Africa, Asia, Central America, Europe & South America Standard Flat Rate AUD 25; Express Flat Rate AUD 50.
Note: it is the customer's responsibility for payment of any international taxes, customs or duties.
Q4. Where does the Enlightened Koala ship from?
Enlightened Koala is based on the Sunshine Coast, Queensland, Australia. Those who live near the Sunshine Coast are welcome to pick up their orders to save delivery time. Please email us to arrange to pick up your order, or we can drop it to you.
Q5. Does Enlightened Koala accept returns?
Yes, we do accept returns and exchanges, all you need to do is send us an email and pay the postage. The items must be returned within the first 30 days. The guarantee is available to online orders, and your item must be unused and in the same condition that you received it. We do not accept returns or exchanges on any sale items. For more information on our returns policy, please view our Refund Policy.
Q6. What payment options do I have?
We accept Paypal, Visa, Mastercard, Shopify Pay, Apple Pay, and AMEX.
Q7. Does Enlightened Koala Wholesale?
All of our beautiful yoga mats are available to wholesale in your studio or store. Please contact us via the inquiry form on the contact us page on our website, and we will get back to you in 24 hours. Remember to tell us a little about your business and if possible include your site and your location.
Q8. Does Enlightened Koala give a discount to yoga and pilates teachers?
Of course, we do. Please contact us via the inquiry form on the contact us page on our website, and we will get back to you in 24 hours. Remember to tell us a little about you and business, if you have included your site and let us know your location.
Q9. How do I look after the mat?
The mats don't require much care, but if you would like to extend it's lifetime follow the instructions below.
- Hang to dry if necessary
- Keep dry after each use
- Store mat in a cool ventilated space
- Avoid direct sunlight
Q10. What if I'm slipping, how to "break in" my new mat?
We recommend a thorough wipe down of your mat using a damp cloth before any initial use. Don’t use any soap, just warm water. Make sure you let the mat dry in a cool, shaded area before rolling it back up. Just like a new shoe, give it a few days to get used to your new mat.
Q11. Where are your mats made?
Due to the lack of manufacturers in Australia, our mats are made in China. If you are a factory or know any that would produce our mats please contact us!
Thank you for shopping with Enlightened Koala