FAQs

Check out all 'Frequently Asked Questions' here, if you need any more assistance don't hesitate to contact us at: info.emboddystore@gmail.com

To find your question use the keyboard function: Ctrl + F
There is nothing worst then scrolling through FAQs, so we made it simple for you so you can find what you need, quicker!

SHIPPING

How does shipping and delivery work?
You've made an order, now what? Don't you worry about a thing!

Once an order is placed our team will carefully package it with love. Please allow up to 72 hours for our team to pick and pack your order. Your Emboddy items will then be sent safely and be in your patiently waiting hands ASAP.

As soon as your order is sent, you will receive a shipping confirmation email from us complete with a tracking number so you can follow your parcel on its journey to you. 

How much do I pay for shipping?
Standard Shipping = $12.50
Express Shipping = $16
Just to help you out and to save you money, we charge no extra money for multiple items.

How long does shipping take?
Heat Packs and Weighted Eye Pillows can take between 3-10 days.
Check our shipping policy for further details.

Do you ship internationally? 
Weighted Eye Pillows and Heat Packs are sent within Australia using Australia Post.

If you are outside Australia and interested in purchasing an Eye Pillow or Heat Pack, please email our friendly staff at info.emboddystore@gmail.com for more details. 

How do I track my order?
Your item/s are on there way - yay! 
We will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the delivery service site so you can follow the live tracking updates!

Help, I think my order has been lost in transit and hasn't been delivered?
We all know how frustrating this is and we will do everything in our power to get that item to you!

Although Australia Post quotes up to 10 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this occurs, your tracking number will update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 10 business days, please contact us and we can launch an investigation with Australia Post.

Can I change my shipping address?
Oops, you sent your item to the wrong address? We can absolutely help change this for you! Provided your order has not been shipped, please send us the new details and we can change this for you.

If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully...

 

PRODUCT QUESTIONS

WEIGHTED EYE PILLOW

How heavy are the weighted eye pillows?
Approximately 150 grams.

What is the size of the Weighted Eye Pillows?
Horizontal length: Approximately 18cm
Vertical length: Approximately 9cm

Due to being hand-made small variations are expected, though the quality is always the same.

HEAT PACKS

How heavy are the heat packs?
Medium Heat packs: Approximately 1100 grams (1.1kg)
Large Heat packs: Approximately 1450 grams (1.45kg)

What is the size of the heat packs?
Medium Heat packs:
  Horizontal length is approximately 36cm
  Vertical length is approximately 16.5cm

Large Heat packs:
  Horizontal length is approximately 60cm
  Vertical length is approximately 16.5cm

Due to being hand-made small variations are expected, though the quality is always the same.

 

GENERAL

Are your products cruelty free?

Yes! We do not test our products on animals.

How do I wash and clean my products?

Weighted Eye Pillow and Heat Packs:

  • Spot clean only with a damp cloth.
  • Dry out of direct sunlight.

      What is the difference between colours?

      The colour/ designs of our different products are simply to match a wide range of preferences and do not relate to different product features.

      Do you take custom ideas or suggestions?
      We would love to hear what you would like. Drop us an email at info.emboddystore@gmail.com so we can discuss your request further.

      Do you offer bulk purchase discounts?
      Absolutely, make sure to email us at info.emboddystore@gmail.com to discuss.

      Can I send an order as gift?
      Yes you sure can. What a lovely gesture.
      You can ship an item directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All items come automatically wrapped, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

      Are you stocked in any stores?
      Yes, we are sure are.

      If you would like to stock our products, please get in contact info.emboddystore@gmail.com to discuss.

      I'm pregnant/breastfeeding. Is it safe to use your product?

      • Weighted Eye Pillows: Safe
      • Heat Packs: Safe, however we do not recommend contact over the stomach or hip areas. Please consult with your health care practitioner if unsure.

      If you are not 100% sure, please ask your Medical Practitioner. 

      Can I use your products with a medical condition?
      If you have any serious medical condition we recommend you consult your Medical Practitioner before use.

      Heat pack risks and injuries

      Heat packs can be a fire risk when:

      • Overheated in the microwave. Monitor heating and do not heat it for longer than instructed.
      • Reheated before it has fully cooled.
      • Used to warm bedding because the bedding material traps the heat.

      Burns can result from heat packs by:

      • Being heated for longer than the time specified by the manufacturer (no longer than 3 minutes).
      • Being heated and placed on or in bedding.
      • Being reheated before being allowed to cool properly.
      • Wear & tear - causing fillings to dry out and become combustible.

      Don’t risk fire and injury, follow our tips to stay safe.

       

      RETURNS AND EXCHANGES

       

      My order is faulty, what do I do?
      If your product is faulty or damaged, Emboddy will repair, refund or replace your product free of charge if notified within 30 days of delivery.

      Items that are damaged as a result of normal wear and tear are not considered faulty. Please email: info.emboddystore@gmail.com with your order number, name and photographs of the faulty product.

      Do you have a returns policy?
      Take a minute to have a read of our return policy. We offer free returns for 30 days from date of delivery/receiving of order. However, not all items are eligible. 

      1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

      2. Item(s) must be in the original packaging, which must be in original condition.

      You will be asked to provide a photo of your item prior to sending it back to us so we can assess the condition.

      How long do I have to return my item?
      We offer a 30 day return period, from the day you received the item.

      Can I return my order for a refund?
      You can certainly return your Emboddy item to us for a full refund, provided it is returned within 30 days.
      We do not offer a refund if you change your mind. Refunds will only be provided if the item is faulty on arrival. We cannot provide a refund on general wear and tear of the product once it has been used.

      *Please note: all items must be returned in as new condition to be eligible for a return.

      Can I exchange my item for another item?
      Yes.

      Do I have to pay for returns?
      If your item is faulty, you do not need to pay for returns.
      Contact us at info.emboddystore@gmail.com for more help.

      How long does it take for my money to be refunded?
      Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.

      PAYMENT

      How secure are our payments?
      Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

      What payment types did you offer?

      • Credit card and debit cards (Visa and Mastercard).
      • Shop pay, Apple pay and Google pay.
      • Paypal.

      Do you have payment plan options?
      Not at this moment in time.

      How do I use my discount code?
      Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you are aware of how much you can save on your purchase.

      *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. 

      Do you do gift vouchers/cards?
      Yes we do!
      Not sure what to get that friend or loved one - let them decide.
      You will find this option under 'Shop'.

       

      CONTACT US

      If you want to get in contact, email us at: info.emboddystore@gmail.com

      OR

      Contact us on our social media platforms: instagram, facebook or tiktok.

      If you want to give us feedback or a review we would LOVE to hear it.
      5 Star reviews help small businesses like us a lot!

      You can write a review under our product description at the bottom of each items link or email us. THANK YOU!