FAQ

To better help our customers we are available to provide any answers before your purchase. Feel free to email us at info@enlightenedkoala.com 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 Australian deliveries, the package will be sent via Australia Post or Sendle 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. Please note that items may arrive separately. 

Check here our Shipping Policy.

 

Q2. Where do you deliver to?

Due to Covid 19, we are currently experiencing long delays in international shipping. And shipping only to New Zealand at this stage. However, once international cargo/shipping returns to normal we will commence shipping again. We ship to most countries. Please email us at info@enlightenedkoala.com if your country is not listed, we will do our best to accommodate your order. 

  

Q3. How much does shipping cost?

Australian deliveries over AUD 60 are FREE. For orders under AUD 60, there is a flat rate of AUD 10. There is an option of express delivery, and it costs a flat rate of AUD 15.

For Yoga Mats:

NZ Standard delivery flat rate is AUD 15 and Express delivery flat rate is AUD 30. 

The rest of the world deliveries are charged a flat rate as follows:

- AUD 70: Africa, Asia, Central America, Europe & South America

- AUD 50: North America & Rest of Oceania 

For Lifestyle Products, Activewear and Rice & Carry:

- NZ Standard Flat Rate is AUD 15; Express Flat Rate is 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 to pay for any international taxes, customs or duties.

  

Q4. Will my products arrive at the same time?

Not necessarily. Some products are dispatched straight from other vendors but don't worry you will receive the shipping tracking numbers.

 

Q5. Where does the EK ship from?

EK is based on the Sunshine Coast, Queensland, Australia. Those who live near the Sunshine Coast are welcome to pick up their orders to save the delivery time. Please email us to arrange to pick up your order, or we can drop it to you.

 

Q6. Does EK 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. We do not accept returns or exchanges on any sale items. For more information on our returns policy, please view our Refund Policy.   

 

Q7. What payment options do I have?

 We accept Paypal, Visa, Mastercard, Shopify Pay, Apple Pay, and AMEX.


Q8. Does EK Wholesale?

All of our beautiful yoga mats are available wholesale for 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 within 24 hours. Remember to tell us a little about your business and if possible include your site and your location.

 

Q9. Does EK 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 within 24 hours. Remember to tell us a little about you and your business, if you have included your site and let us know your location.

 

Q10. How do I look after my EK mat?

The mats don't require much care, but if you would like to extend their 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

  

Q11. Where are EK mats made? 

Due to the lack of manufacturers in Australia, our mats are made in China. If you are an Australian factory or know any that would produce our mats please contact us!

 

Thank you for shopping with EK!

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