Lava Tribe respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This policy sets out how we collect and treat your personal information.
"Personal information" is information we hold which is identifiable as being about you.
COLLECTION OF PERSONAL INFORMATION
Lava Tribe will, from time to time, receive and store personal information you enter onto our website, provided to us directly or given to us in other forms.
You may provide basic information such as your name, phone number, address and email address to enable us to send information, provide updates and process your product or service order. We may collect additional information at other times, including but not limited to, when you provide feedback, when you provide information about your personal or business affairs, change your content or email preference, respond to surveys and/or promotions, provide financial or credit card information, or communicate with our customer support.
Additionally, we may also collect any other information you provide while interacting with us.
HOW WE COLLECT PERSONAL INFORMATION
USE OF YOUR PERSONAL INFORMATION
Lava Tribe may use personal information collected from you to provide you with information, updates and our services. We may also make you aware of new and additional products, services and opportunities available to you. We may use your personal information to improve our products and services and better understand your needs.
Lava Tribe may contact you by a variety of measures including, but not limited to telephone, email, sms or mail.
DISCLOSURE OF YOUR PERSONAL INFORMATION
We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this Policy. Personal information is only supplied to a third party when it is required for the delivery of our services.
We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request.
We may also use your personal information to protect the copyright, trademarks, legal rights, property or safety of Lava Tribe, www.lavatribe.com.au, its customers or third parties.
Information that we collect may from time to time be stored, processed in or transferred between parties located in countries outside of Australia.
If there is a change of control in our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible at law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser under an agreement to maintain confidentiality. We would seek to only disclose information in good faith and where required by any of the above circumstances.
SECURITY OF YOUR PERSONAL INFORMATION
Lava Tribe is committed to ensuring that the information you provide to us is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
Access to your personal information
You may request details of personal information that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth). A small administrative fee may be payable for the provision of information. If you would like a copy of the information, which we hold about you or believe that any information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at firstname.lastname@example.org.
We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.
COMPLAINTS ABOUT PRIVACY
If you have any complaints about our privacy practices, please feel free to send in details of your complaints to PO Box 000, Kincumber, New South Wales, 2251. We take complaints very seriously and will respond shortly after receiving written notice of your complaint.
When you come to our website (www.lavatribe.com.au) we may collect certain information such as browser type, operating system, website visited immediately before coming to our site, etc. This information is used in an aggregated manner to analyse how people use our site, such that we can improve our service.
THIRD PARTY SITES
Our site may from time to time have links to other websites not owned or controlled by us. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. Please be aware that Lava Tribe is not responsible for the privacy practises of other such websites. We encourage our users to be aware, when they leave our website, to read the privacy statements of each and every website that collects personal identifiable information.
Welcome to our shipping, returns and product information FAQ page! We're thrilled to have you here and can't wait to show you all the amazing details that shopping with us special.
Whether you're a long-time customer or a newcomer to our brands, we're committed to providing you with the best shopping experience possible.
Let's get started!
SHIPPING & DELIVERY
What do you charge for delivery?
Delivery within Australia is free $99+ or a $9.95 flat fee if your order is less than $99. Express upgrade $9.95.
Delivery to NZ is free $129+ or a $14.95 flat fee if your order is less than $129
We ship worldwide for $24.95. We don't cover customs (where they apply) though, they're on the buyer.
How long does delivery take?
We know she'll want to rock her sporty fits and essentials ASAP.
We send all orders off on the same day if it's before 2.30pm (Sydney time) or if it's after that, first thing the following day.
NSW AUSTRALIA DELIVERIES:
- Metro - up to 2 business days.
- Regional - up to 5 business days.
OTHER AUSTRALIAN STATES:
- Metro - up to 2-4 business days.
- Country - up to 6 business days.
- 5 - 10 business days.
7 - 21 business days.
Can I track my order?
Absolutely, 100% OF COURSE! Stalking an online order's progress is half the fun!
When your order has left us, you’ll get an email with a link that takes you to your tracking link (either Sendle or Australia Post) so you can watch it make its way to your door.
Do you deliver outside of Australia and NZ
We send eltee sydney gear to all the corners of the globe and the delivery fee is just a flat $19.95. We don't handle the customs stuff but we haven't ever had any customer issues either.
Truth be told, we do a little happy dance every time we get an order from another country 🥳
Can I pick my order up?
It'd be great to meet you but eltee sydney is online only (except for the occasional pop up shop).
Don’t worry though, we deliver super quick and it’s FREE Australia-wide over $99!
"Eek, it's not quite right, what do I do?"
No big deal, we get it. We’ll refund or exchange if your eltee sydney stuff doesn’t knock your socks off or fit like it should.
There are a few conditions, but not many:
CLOTHING MUST BE:
In original condition unworn and unwashed, and returned within 30 days.
We can’t refund or exchange any clothes that don’t meet the above criteria because we can’t resell them.
We also can't refund or exchange swimwear or underwear if they're out of their packaging and/or have their hygiene seal removed or damaged.
Do you exchange? (sure do, and it's free)
Exchange is free for Australian and NZ customers and $9.95 for internationals, which covers a portion of both the postage back to us and the postage of the new item to you.
If you would like to lodge an exchange, click here to begin the process and follow the below steps:
Write 'Exchange' in the email header.State your order number along with the reason for your return or details of your required exchange.
Package items back up in mailer (or pack into another if you no longer have the original).
Once we receive your details, we will send you a link to payment and a postage paid return slip to accompany your order once paid.
Then you just pop it into any Australia Post box and you're done!
We'll process your exchange within 2-3 days of receiving your parcel.
Hassle-free 30-day returns
For a refund, please email us to let us know what you are returning along with your reason. We're happy to take it back and refund you (minus $9.95 for return shipping and processing).
Once you've sent us the details of your return, we'll send you a return label so all you need to do is print and pop it in the post.
We refund using the same card or account you used to pay for the order. If you purchased the gear with a gift card, you will be refunded back onto the gift card.
Returns/exchanges are processed within 5 days of receiving them.
OTHER STUFF YOU MIGHT WANT TO KNOW
What sort of sports is your gear suitable for?
Our activewear crop tops, shorts, leggings and tops are all designed to move her however she likes to work up her sweat. eltee sydney sportswear is worn by runners, gymnasts, boxers, dancers, hockey players, skaters (roller, board and ice), tennis players, soccer stars, BMX bandits, cross-fitters and many sporty sisters who enjoy the wealth of fun activities that lie in between.
eltee sydney is designed for workouts but also for weekends. She can match our tanks with a pair of denim shorts or rock her crop and bottoms set with her Air Force 1’s for a cute athleisure vibe.
How do I wash your gear?
No one has time for delicate cycles or hand washing, so you’ll be glad to know there’s none of that to be found here.
We’re parents too and we know first-hand how that washing pile can, when, pile up! Our activewear is easy care machine wash (30°) and our colours are pre-washed to check for colour bleeding.
While it’s recommended that you wash our gear with like colours, they won’t cause extra slavery in the laundry.
Do you source your suppliers and fabrics ethically?
Yes! Our main factory is located in China’s Fujian Province. They are a participant of amfori BSCI (Business Social Compliance Initiative), ensures members have a clear and consistent approach that highlights best practices and monitors the social performance of their supply chain.
We also regularly visit and inspect our supplier factories to oversee the production process (when we’re not locked in by pandemics).
Can I swim in the activewear?
Yep, you can! Just make sure you rinse your activewear soon after leaving the water – whether it’s salt or chlorine.
Be aware though, that prolonged exposure to chlorine can have a dulling effect on colours but they’re designed to be suitable for sport and swim.