Q. Shipping confirmation.
You will receive a confirmation email once your Uluna order has been booked. If you don’t receive a confirmation email please check your junk or spam folder first.
If you haven’t received an email after 72 hours, please contact us to assist in confirming your order and contact details.
Q. When will my order be shipped?
Once your online order has been processed you will receive an order confirmation. Please allow up to 72 hours for orders to be dispatched as we do not operate on weekends and public holidays.
We prioritise orders that have paid for express shipping.
If your order is urgent or you wish to upgrade your shipping, please email us at sharni@uluna.com.au.
Q. How long will it take for my order to arrive?
Generally an order will be shipped within 24 - 48 hours of receipt however please allow up to 72 hours as we do not operate on weekends and public holidays.
ARRIVAL TIMES
Domestic
Metro 1- 4 business days
Regional 2-6 business days
New Zealand
5-10 business days
Rest of world
7-14 business days
For more accurate estimates on delivery times, please contact our headquarters at info@uluna.com.au - express services are available upon request.
Note: Depending on your location and unforeseen local and international events, delivery may take longer. International delivery times vary and will depend on the country that you are ordering from.
If for any reason extra postage and handling, custom fees or taxes occur upon arrival, these will be at the customer’s expense. Please contact us if you have any questions.
Q. How much does shipping cost?
AUSTRALIA
$14.50 for parcels up to 1kg
$18.50 for parcels over 1kg
$22 for heavy shipping over 3kgs
Australia Post Express Shipping (1 - 3 business days)
$16.50 for parcels under 500g
$25 for parcels over 500g
INTERNATIONAL
New Zealand
$25.00 for parcels below 3kg
$38 for express parcels below 3g
Asia
$40standard rate
$65for express shipping
Rest of world
$50 for parcels under 3kg
Q. Do you deliver to PO Boxes or Australia Post parcel lockers?
Yes we do! All orders to PO boxes or Australia Post parcel lockers will be sent via Australia Post Service.
Q. Do I need to be home to receive the delivery?
At Uluna, we select the most cost effective shipping option which means couriers can have Authority To Leave (ATL) and will not require a signature upon delivery. If you would prefer a delivery card or signature upon delivery, please select the Express Shipping option.
If you are not home when your Uluna order is delivered and it requires a signature, you will receive a card instructing you to collect your order from a specified post office/postal depot.
Q. How is my order packaged ?
Our packaging is made from recyclable materials, including our branded tissue paper and Uluna boxes. Whilst we love the earth, we have a focus on delivering your item safely so we may not always be able to go plastic free. Occasionally we may have to use plastic bubble wrap to ensure safe delivery of your items.
Every order is specially packaged with a focus on your experience. We want your deliveries to feel like Christmas! We use branded tissue, stickers and every crystal order includes a hand signed card from our Gemologist Stacey.
For gift wrapping requests (extra ribbon and pizaz) contact our wrapping queen sharni@uluna.com.au
Q. What if my order hasn’t arrived?
If you have not received your order within 7-10 days of receiving your confirmation email, please contact us via info@uluna.com.au and we will be able to assist you.
An order with an incorrect address may take up to 2 weeks to be received back to us, processed again and redelivered to you. A repeat shipping fee will be issued to re-ship orders that have been returned to us due to failed collection at the post office or if the wrong address is supplied by a customer.
Q. What if I receive the wrong item?
Please email us via info@uluna.com.au with your order information, address along with a photo or description of the incorrectly sent item and what you had ordered, and we will rectify the issue as soon as possible!
Q. Do you ship internationally?
We offer international shipping at an increased cost. Please see the above shipping information including costs and delivery estimates.
Q. Do you offer click and collect and can I pick up my order?
Yes! When you complete your order select “local pick up”.
Our Crystal gallery + wellness space is located at:
40/42 McArthurs Road, Altona North
3025, VIC
Monday | 10:30am - 5:00pm
Tuesday | closed
Wednesday |10:30am - 5:00pm
Thursday | 10:30am - 5:00pm
Friday | 10:30am - 5:30pm
Q. Do you have a physical store?
Yes, we do!
Our Crystal gallery + wellness space is located at:
40/42 McArthurs Road, Altona North
3025, VIC
Monday | 10:30am - 5:00pm
Tuesday | closed
Wednesday |10:30am - 5:00pm
Thursday | 10:30am - 5:00pm
Friday | 10:30am - 5:30pm
Q. What payment methods do you accept?
We offer Laybuy, Afterpay, Paypal and most major credit cards. To arrange a direct deposit or cash payment please contact our headquarters team at info@uluna.com.au
Q. Is the crystal in the photograph the one I will receive?
Each crystal on our website will mention in the description if the item is “intuitively selected” by our team (this usually includes tumble and palm stones) Otherwise, it is safe to assume your item is the exact piece in the image. As we mostly deal with one-off raw minerals, the crystal shown in the photograph will be the crystal you receive.
Q. Do you offer same day delivery or a courier service?
We utilise Uber Parcel service for fast and safe delivery of large items. We also use Road Freight for faster and insured delivery services. If you require further information, please get in touch with our team at info@uluna.com.au.
Q. Is my order tracked?
Yes you will receive a tracking number and link in your shipping confirmation email. It is your responsibility to keep an eye on your delivery to ensure it’s collected before being redirected back to us. Should this occur, you will have to pay additional shipping charges to have it re-sent.
Q. Do you offer an “open basket” so I don't have to ship regularly?
Yes, we offer a “trolley” system where you can checkout and pay for your items, but not pay to have your parcels shipped immediately.
This means, we hold your paid items until you have accumulated a parcel up to 3kg or a size that is safe to ship and you only pay shipping once (standard or heavy).
To follow this process, use the discount code TROLLEY at the checkout.
When you are ready to have your items shipped, please pay for shipping and add your order #’s to the checkout notes.
Note: we may contact you first if your trolley items are too big or unsafe to be sent together.
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STILL HAVE QUESTIONS?
No problem, we are here to help.
Please email through your questions to our team at info@uluna.com.au and we will endeavour to get back to your asap. Please be patient as we do not work evenings or weekends.