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Click on the questions below to find out our terms and conditions for ordering, shipping and product returns.
- How can I place an order?
- What are my options for paying?
- How long will it take before I receive my ordered goods?
What are the conditions & procedures for purchasing and redeeming gift vouchers?
- What are the conditions & procedures for product returns and/or exchanges?
- What happens if there is an error with my order?
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TAXES (GST): Tea products are exempt from Australian Goods & Services Tax (GST), but 10% GST is applied to all other goods.
SHIPPING CHARGES: The cost of shipping or postage is applied to the total cost of your order. In the case of standard mail postage, this cost is calculated based on the weight of the product using an Australian Post calculator. This calculation functionality is incorporated into the website so that you can find out the total cost including the postage charges before submitting your order.
We accept payment by PayPal, Cheque/Money Order or by Direct Bank Deposit.
1. PayPal
We offer secure online credit card payment through PayPal. PayPal is a global leader in online payment solution with 96.2 million accounts worldwide. It is the simplest and most beneficial way of shopping as most credit cards are accepted, your purchase is processed in real time. and all card details are safely encrypted. The system offers improved security with requirement for the CVV number, the extra 3 digits printed on the far right hand side of the signature strip on the back of your VISA or MasterCard.
At the end of the payment process a confirmation screen containing your receipt number will appear. We recommend that you print this out for your reference. PayPal will also confirm your payment by emailing you the receipt number. To find out more about PayPal and how you can get protected as a buyer, visit the PayPal website.
2. Cheque or Money Order payment
If you wish to pay by cheque or money order, you can select the “Check/Money Order” option on our payment page. A page will appear with the details of your order. Select “Confirm Order” and record the Order Number.
Please make your money order or cheque payable to “True Trust T/A True International” and send it to True International, PO Box 560, Stones Corner, QLD 4120 Australia. Your order will be despatched once your money order or cheque payment has been cleared.
3. Direct Bank Deposits
If you wish to pay by a direct deposit transfer into our bank account, you can select the “Cheque/Money Order” option on our payment page. A page will appear with the details of your order. Select “Confirm Order.” Please send us an email advising that you wish to pay by direct debit and specify your order number. We will forward you the required bank account details. Your order will be despatched once the funds are cleared into our account.
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Please allow 3–5 days for delivery within Australia, and 5-10 days for delivery to New Zealand. Orders placed on the weekend or on an Australian public holiday will not begin payment processing until the next business day. Business days are Monday through to Friday, excluding Australian public holidays. We encourage you to contact us on (07) 3847 4291 if you haven’t received your order within the specified time.
PURCHASE & DELIVERY OF VOUCHER
To purchase gift vouchers, simply visit the SPECIALS page of the raku webshop and select a gift voucher with the appropriate dollar value. The gift voucher will be added to your order. Payment options are exactly the same as when ordering any other product.
The only difference is that you need to specifiy the preferred delivery option. Choose from the following options for the delivery of the gift voucher:
PRINT – we will email the voucher to you, you print it out and personally present the voucher to the end recipient; or
POST – we will post the printed paper voucher (to you or directly to your chosen recipient);
DIRECT EMAIL – you provide recipient`s email address and we email voucher directly to them.
When ordering, specify your delivery preference in the Comments field by typing print, post, or direct email and the required postal address if different from your own. If you miss this step, we will contact you to confirm.
Please note that the Gift Voucher is not redeemable for cash, non-transferable, are usually valid for 90 days from the date of issue, and are only redeemable at raku.com.au webshop, RAKU market stalls or at RAKU teahouse.
When a raku-cha Gift Voucher is purchased, GST is not charged because the voucher is not officially classified as a good or a service. However, upon redemption of the voucher, the recipient must pay the GST inclusive prices for any items purchased.
REDEEM A VOUCHER
If someone has bought you a Gift Voucher, shopping at raku.com.au is easy. Simply follow the instructions below.
1.Browse products at raku.com.au. Add desired products to your shopping cart and submit order when finished.
2.At Payment Options, select the `Check/Money Order` option.
3.Enter the Voucher number in the Comments field before finalising your order.
4.The order total will show the total prior to your gift voucher value being deducted. DO NOT PAY this amount. Upon receiving your order, we will check your order total and the gift voucher amount and send you an invoice for the remaining amount if the voucher value is insufficient (or if your order does not use up the total voucher value, we will send you a credit voucher.)
5.When you receive the revised invoice, pay this finalized amount either by a direct deposit into our bank account or by sending us a cheque or money order. Details for both are printed on the invoice.
6.Your ordered goods ship as soon as final payment is received.
Conditions:
To avoid disappointment, please make sure you redeem your Gift Voucher before the expiry date specified on the voucher. If a Gift Voucher is not used at the time of purchase, it cannot be redeemed retrospectively.
When redeeming a Gift Voucher, the amount paid for each product is the GST inclusive price. The Gift Voucher value is simply deducted from the Order Total inclusive of GST and delivery charges. There is no paid-GST associated with the voucher itself.
If you misplace your printed Gift Voucher, simply ask the person who bought it for you to reprint the voucher. If they have misplaced or deleted the voucher, ask them to contact us for a reprint.
If you are not satisfied with your purchase or there has been an error with your order, please contact us within 7 days of receipt to request an exchange or refund and obtain a Return Authorisation Number. For certain products, special conditions do apply. Please read the requirements for the product category that concerns you.
TEA PRODUCTS: All packaging must be unopened and in original condition.
TEAWARE: Please inspect goods soon after delivery. If the item has suffered a breakage or fracture during transit, please advise and we will arrange for the return and replacement. All teaware must be repacked into original packaging when returned. We only provide exchanges on teaware items. No refunds.
TEXTILE PRODUCTS: Products must be in original condition (no alterations or usage). Please return product packaging with product.
Freight charges are non-refundable. We will exchange or credit the full purchase price, i.e., the invoice total less freight charges, upon receipt and inspection of returned goods. For exchange merchandise, please include a self-addressed prepaid satchel. We recommend that your returns be sent by registered mail. We accept no responsibility for lost returns.
All returns to be sent to:
"raku" (True International) - PO Box 560, Stones Corner, QLD 4120 Australia
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ORDER ERRORS: What happens if there is an error with my order?
If we made an error with the fulfillment of your order, we will correct this by sending the ordered products along with a reply-paid package for the return of the incorrectly sent products. We will therefore cover all additional postage and handling charges. We ask you to contact us to advise and reconfirm your order details.
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