Criollo Mate Kit

We lovingly prepare all orders within 1–2 business days.

Australian deliveries usually arrive within 3–7 business days, and international parcels within 7–21 days, depending on location.

All Australian parcels include automatic insurance up to $100 through Australia Post. If your order is of higher value, you can easily add extra cover at checkout for peace of mind.

Please double-check your address before confirming your order.

We can't take responsibility for parcels delayed, returned, or held by customs. Import duties or fees are the customer's responsibility.

For more details, please see our full Shipping Policy.

Products are usually dispatched 1 business day after your order is confirmed.
Express orders placed before 2pm AEST will be dispatched the same day.

Delivery to NSW usually takes 1 or 2 days and up to 7 days for WA.
Delivery to Regional Australia can take up to 11 days.

International order may take up to 2—3 weeks.

We recommend selecting Australia Post Express if you need your order by a specific date.

Short answer: Yes

With Australia Post

– a tracking number will be sent in your shipping confirmation email.

Go to the Australia Post website to track your shipment https://auspost.com.au/mypost/track/

With Sendle

– a tracking number will be sent in a separate email. It is available on request.

Go to the Sendle website to track your shipment https://try.sendle.com/tracking

Short answer: Yes

Simply select Express Post at checkout.

You can also order Express Post by phone, please give us a call on +61 2 9550 1345 during business hours.

Express Post orders must be placed before 2pm AEST to ship on the same business day.

Please be aware that if your order contains a mix of products in Stock and on Backorder, by default your order will ship all at once when all products are available.

If you would like the products in Stock to ship straight away, please place two separate orders. 

Short answer: Yes

• Select either Regular Post or Express Post at check out if you want your order to be delivered to a PO Box or Parcel Locker.

Unfortunately Sendle cannot deliver to PO Boxes or Parcel Lockers. Sendle cannot deliver to Australia Post owned properties. This includes post offices, PO boxes, locked bags, parcel lockers or parcel collect locations. This is because Australia Post restricts delivery to these locations.

Short answer: Yes

Please Select either Standard Post, Express Post or Sendle at checkout.

The Herb Temple takes no responsibility in possible charges and taxes that may arise on international orders.

Australia Post

If a receiver is not home, Australia Post may decide to leave the parcel in a safe place, unless a signature is required.

Australia Post may opt to bring the parcel to the nearest collection point (Post Offices). 

It's important to us that every parcel completes its journey safe and sound, but we cannot be held responsible for a parcel returned to us, or lost when marked as delivered in a safe place by Australia Post. 

Sendle

If a receiver is not home to sign for a parcel, Sendle will attempt to redeliver the item for free. If the parcel cannot be delivered again, it may be left at one of 1'400 local collection points. Collection points may include newsagents or service stations. It's important to us that every parcel completes its Sendle journey safe and sound, but we appreciate that some locations may not have nearby collection points to make this possible. If this is the case, Sendle may opt to have these parcels returned to the sender. We cannot be held responsible for a parcel returned to us.

Please choose carefully as we can not accept returns, nor refund or exchange for change of mind.

Return shipping costs are the buyer's responsibility unless we have made a mistake with your order.

If you received the wrong products we will make it up to you as soon as we can. Please take pictures of your parcel as soon as you receive it. 48 hours after delivery we will consider that your order has arrived safely and cannot be held responsible for missing products.

Thank you for your understanding.

If any item received is damaged, please contact us via email within 48 hours of delivery. Beyond this, we or the freight contractors cannot be held liable for damages.

In an unlikely event that your items arrive damaged, please email us with your full name, description of item that was damaged and images of the damaged goods as received in its box within 48 hours of delivery. We will lodge an insurance claim on your behalf and will send a replacement out or give you a refund as soon as possible.

We do not acknowledge any messages or images sent to any of our social media messaging apps as all correspondence and images have to be sent to our email address. Without pictures, we cannot lodge an insurance claim on your behalf and therefore cannot offer you a replacement nor be held liable for damages.

Thank you for your understanding.

Report the missing parcel to either Australia Post or Sendle depending on the courier that was used for your parcel.

The tracking information is on your order confirmation email and you should have received tracking updates by emails directly from the courier. You will need to quote your tracking number in order to report a missing parcel.

If the carrier is unable to locate your items, please contact us and we will help lodge an enquiry for you.

Read the information in these links before submitting an enquiry.

Australia Post

https://auspost.com.au/help-and-support/

Sendle

https://support.sendle.com/hc/en-us/articles/205952747-Parcel-not-delivered

Sendle will launch an investigation that should last about a week. During this time, unfortunately, we can not intervene. Depending on the outcome of the investigation, we may decide to send a replacement if the parcel is considered lost. Most parcels are recovered and delivered during this time though. 

Please be aware that if you gave authority to leave your parcel unattended, you waved any rights to a replacement or refund. Neither us nor the courier can be held liable for the loss of the parcel.

When you order a product on backorder, this means that we currently do not have the product in stock. We will endeavour to get it from our supplier as fast as possible. This will usually take a week, but can take up to 3–4 weeks.

If your order contains a mix of products in Stock and on Backorder, by default your order will ship all at once when all products are available.

If you would like the products in Stock to ship straight away, please place two separate orders.

Bear in mind that herbs are seasonal, we cannot force nature. Therefore there may be a possibility that your product will not be available for some time. If this is the case, we will get in touch and find the best possible outcome.

Please understand that no refund will be issued within the first 60 days of a preorder being placed. Refunds for backorders will only be issued if we are unable to supply the goods within 45 days.

Thank you for your understanding.

Backorder is what is sometimes called display to order (ODO).

Most of our herbs and powders can be available in Bulk, usually in 250g, 500g or 1kg bags.

If you would like to order some herbs in Bulk, please contact us and we will get back to you with pricing and availability within a day or two.

Herbs are seasonal, so sometimes our suppliers can be out of stock for a while. That's why we'd rather take your bulk order manually, so that we can make sure that we can fulfil it.

It usually takes between 2 to 4 weeks for a bulk order to be shipped out. 

Please contact us and we will get back to you as soon as we can.