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FAQs

FREQUENTLY ASKED QUESTIONS

How do I contact you if I have any questions about the products?

Click on our contact us page and send us your message with your name, email address and phone number. We will endeavour to reply to your message within 24 hours.

What are your shipping rates within Australia?

We charge a flat rate of $10 for all packages and offer free shipping for all orders over $150.

What are the average shipping times?

We aim for all products to be delivered within 5 business days and will email you an order tracking number once we have dispatched your product(s). In the event that we become aware that there has been a delay in delivery your product, we will email you as soon as possible.

Bulky packages are delivered by a registered courier and will require a signature, unless you provide an authority to leave at a preferred place during checkout.

Please note that we do not ship over the weekends. If you order our products over the weekend please allow for an additional couple of days for it to reach to you.

Do you ship internationally and what are your shipping rates?

Yes, we ship internationally and charge a flat rate of $20 for international orders. Estimated delivery times will generally be between 10 to 15 business days.

If you wish to purchase any of our products and your country is not listed, please get in touch for international shipping rates and include your country/city of delivery and the item(s) you’re interested in.

Where will you be shipping my order from?

As we are based in Melbourne, we will be shipping your order from Melbourne.

I haven’t received my item(s), what should I do?

If after 5 business days you have not received your item(s), please get in touch with us at hello@simplepalette.com.au and we will be happy to look into this for you.

What is your refunds and returns policy?

If you receive your item and it is not as described, please contact us immediately with your order number.

Please email us at hello@simplepalette.com.au with your reason for a refund and we will provide you with details for returning your items. We will also send you an email notification once we receive your item(s). Note that all returns will be at the expense of the sender.

We will offer you a full refund of the item(s) or a store credit within 14 days of receiving your return if the item(s) is/are found faulty and/or damaged. However, we are not legally obligated to provide a refund for change of mind item(s). Once your return is approved, a refund will be processed and a credit automatically applied to your credit card or PayPal. Shipping costs are non-refundable for exchanges and refunds. 

Note that both the product and the packaging needs to be in its original condition and unmarked when returned to Simple Palette. Please also ensure that the items are packaged carefully as we will not issue a refund if the goods are damaged when it reached to us. We are not responsible if packages are misplaced or lost so we advise using a service that provides insurance or postage tracking.

Please note that sale items cannot be refunded, only a store credit will be issued.

How do I care for my Marble Basics product?

Marble is a fragile product, so please treat your Marble Basics pieces with love as they are fragile. After use, wipe down the Marble with a neutral cleaner like a mild dishwashing detergent with warm water, and pat dry immediately.

Stone is a natural product and may contain fissures, cracks, holes and pits. No two pieces of natural stone are alike. The product photos are an accurate representation of the material specified, but we cannot guarantee that the product purchased will be an exact match and should not be considered as faults. Unfortunately, we cannot accept returns or refunds if you are unhappy with the colouring of your piece.

Will my Marble Basics piece stain?

Marble is a natural, porous stone so be careful  not to leave water or liquid for long periods of time on the Marble as it will soak in and possibly leave a mark. Many of the products can be used in the kitchen or bathroom, however, please note that some soaps or lotions may contain acidic or oily components which may mark the stone and leave a bruised, shadow appearance. Please keep in mind acidic products such as lemons and vinegar, strong pigments like cumin or turmeric, and oily products may dull or stain the Marble. In saying this, stains usually turn a dull yellow or bruised grey tone - don't be scared to keep using your piece, it is merely a sign of good use and love!

What do I do if I have marked my piece?

If you mark your piece you can try to lift the stain with dishwashing detergent and warm water, if this fails, we do not advise any other home methods and these should be done so at your own risk. Please don't fret if you stain your piece, small markings and 'patina' merely add character and appreciation  of use and should not deter you from continuing to use your piece. Welcome these unique qualities that add to the already beautiful natural material.

Where are your products from?

Our products are sourced from local and international designers / suppliers that suit our brand and image.

We specialise in simple, minimalist homewares and babywear that you will love in many years to come without breaking the bank. We are always on the lookout for minimalist products and accessories so if you love our products, do drop in every now and then to see what’s in store.

How can I have my products listed in your shop?

We are constantly looking for new designers and products to add to our boutique store. If you think that your brand fits our image, please feel free to get in touch with us at
hello@simplepalette.com.au and we would love to chat with you to discuss further.

We are also happy to collaborate with designers as well. Again contact us at the above email address for a chat.