HELP CENTRE

General Information

UMMM... SHOULDN'T IT BE DECLUTTER?

Excellent question, one that causes us no end of lost sleep due to SEO (for the web developers out there). If you want to be dictionary official, ‘unclutter’ is actually the more formally recognised term. ‘Declutter’ has wider usage though, primarily due to the rise of several ‘declutter your life’ self-help books in the US.

So basically – they’re both correct. We tend to use them interchangeably on the site – so should you!


Shipping Information

WHICH COUNTRIES DO YOU SHIP TO?

We are currently able to ship to the below countries.

Australia United States Canada United Kingdom
New Zealand Austria Belgium Denmark
Finland France Germany Greece
Hungary Ireland Italy Luxembourg
Netherlands Norway Poland Portugal
Singapore Spain Sweden Switzerland
HOW LONG WILL DELIVERY TAKE?

Our Standard Shipping guidance for these countries is typically 13-20 calendar days. Most packages are usually received earlier than this, however our delivery service doesn't like us committing to this!

Please also note that the above refers to shipping time; it does not include the time taken to fulfil and prepare your order for shipment which can add 1-5 days to the total time until you receive your goods dependent on order volumes.

WHERE ARE YOUR ITEMS SHIPPED FROM?

The majority of our range is shipped from China – whilst this means our shipping times are a bit longer than if it was kept locally, it allows us to keep our overheads low and provide you with the lowest possible prices.

We do ship some products from regional warehouses in Australia, Europe and North America when we are able to secure agreements with our suppliers to do so. These items will typically be shipped to you much faster; if a product is coming from a regional warehouse this will be noted on the individual listing page.

WHO ARE YOUR SHIPPING PROVIDERS?

We ship our products to you via several different shipping partners depending on your location and where the product is warehoused. The majority of our packages are shipped by ePacket (China EMS), however you may have your item shipped with other providers including S.F. Express and DHL. We occasionally may use other providers, particularly for items coming from a local warehouse where the item will likely ship with a local postal service (e.g. USPS, Australia Post etc).

WHAT ARE YOUR SHIPPING & HANDLING COSTS?

Our Standard Shipping & Handling Fee of AUD $5.00 applies to every order placed on Unclutter; however this fee is waived for any order over AUD $30. This fee is applied and waived where eligible automatically and is done so on a per order basis.

The standard shipping fee covers an items default shipping class, which is typically Standard Shipping. Some items (particularly those in regional warehouses) default to Priority Shipping and will be shipped to you faster at no extra cost.

For some products, we have special arrangements in place that allow us to offer Priority Shipping as a paid upgrade. Some larger/bulkier items may also have their own discreet shipping costs; where applicable this will be clearly communicated on the product listing/at checkout.

WHAT ABOUT ANY ADDITIONAL CUSTOMS DUTY?

Unclutter is not responsible for any customs duties or fees once the items have shipped. When you purchase from us, you are consenting that one or more packages may be sent to you and acknowledge that they may have customs fees or duties leveraged on arrival in your country that you must pay to receive your goods. Unclutter is unable to offer any refunds on items you do not pay any relevant fees for.

WILL I RECEIVE A TRACKING NUMBER?

Yes, you will be provided with a Tracking Number for each package you are sent. The reference number will be sent to you in the shipment confirmation email, or can be accessed via the My Account portal.

You can access our dedicated tracking page via the menu or via this link.

MY TRACKING NUMBER ISN'T WORKING

It can sometimes take up to 5 business days for a tracking number to formally enter into the tracking system. This is normal with ePacket shipping. If, after 5 days your tracking has still not become active, please feel free to get in touch and we will do what we can to assist.

MY ITEMS DON'T APPEAR TO BE MOVING

Global logistics are complex, and due to a myriad of potential reasons your items may seem to sitting stationery for what feels like a painfully long time. Rest assured though that your item is on it's way to you, and it's not unheard of for a tracking ID to go from sitting overseas to suddenly being out for delivery to you today.

If your item does appear to be stuck, there's very little we can do if it's still within our indicative shipping window. If this time window has lapsed (and we've not already contacted you to advise of known delays), please do get in touch with us ASAP to investigate.

WILL MY ORDER ARRIVE IN ONE PACKAGE?

Any time you order more than one item, you may end up receiving two or more packages in the mail. This is due to how our products are warehoused, and the fact that some items ship from regional areas so as to get to you faster.

With items eligible for Priority Shipping upgrades, these will be shipped separately to any items only eligible for standard shipping, and will receive their own tracking ID.

WILL I BE NOTIFIED WHEN MY ORDER IS BEING DELIVERED?

We will send you updates of key order milestones to the email address you supplied during checkout. In addition, if you gave it to us, we will send you an SMS on the day your item is due for delivery.

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