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HOW DO I RESET MY PASSWORD?

Too easy! Click on and enter your email address. If there’s an active account linked to that address you’ll receive an email so you can create a new password. If you don't receive the email in your inbox or junk mail, contact us via hello@thecleancollective.com and we’ll be able to manually reset it in the backend. We will never be able to see your password, but we can reset your account and issue a new one. You can then login and change it to a password of your choice.

DO YOU HAVE A MEMBERSHIP PROGRAM?

 

Unfortunately we don't at the moment. However, please sign up to our newsletter for updates on all new programs and rewards.

 

HOW DO I LEAVE A REVIEW?

Yay, we love reviews! There are two ways you can do this:

  1. After you make a purchase we'll send you an email asking you to share your thoughts. Click on the link there.
  2. Or, go to the product on the site and scroll down until you find the review box.

WHAT ARE YOUR REVIEW GUIDELINES?

We want our reviews to be helpful and fair. Please read our review guidelines in fascinating detail in our Website Terms.

I WANT TO WORK WITH YOU. WHO CAN I TALK TO?

Fantastic! Please send some details to hello@thecleancollective.com and we'll get in touch ASAP!

I'M DIGGING YOUR SITE & WANT TO TELL THE WORLD! WHAT CAN I DO?

OMG, thank you! Please like us on Facebook (@cleancollective) and Instagram (@thecleancollective). You can share our content and tag the heck out of us #thecleancollective @thecleancollective.

CAN I CHANGE MY ORDER ONCE I'VE CHECKED OUT?

Don't you hate it when you hit ‘confirm’ and then remember the one other thing you needed? Don't worry! We pack your orders pretty speedily but if you email hello@thecleancollective.com we'll do our best to amend your order for you. However, we cannot guarantee that we’ll be able to amend the order in accordance with your instructions. For more information please see our Business Terms.

HELP! I CAN'T ADD SOMETHING TO MY CART.

This usually means the product’s been snapped up before we've had a chance to get more. Please use the ‘notify me when back’ button to receive an email when it's available again.

CAN I ORDER IN STORE OR BY PHONE?

We are 100% online. If you'd like a hand placing an online order, email hello@thecleancollective.com and one of our friendly team will walk you through the process.

WHAT IS AFTERPAY?

Afterpay is a cash flow fairy. Lots of bub expenses this month? Shop as usual, then choose Afterpay as your payment method at the checkout and pay for the purchase in four equal instalments due every two weeks. If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments. First-time customers complete a quick registration, returning customers simply log in. 

YOU HAVE A BRAND I LIKE BUT NOT ALL THE PRODUCTS. WHY?

We've hand-selected what we believe to be the cleanest and greenest products out there. If we don't stock something there could be many reasons, including, but not limited to:

  • It doesn’t meet the requirements in our Ingredients Policy or Environmental Policy.
  • It’s not available for us to stock
  • We plan to bring it to you in a future collection launch or expansion
  • We haven’t found it yet! You can let us know what products you'd like to see on the site here.

OTHER TOXIN-FREE SITES STOCK PRODUCTS THAT YOU DON'T HAVE. WHY?

We believe we have the strictest Ingredients Policy of any toxin-free site in Australia. If a product passes all our criteria, we put it to the test to ensure it does the job too. If it passes both tests, we’ll stock it. Sometimes, however, items are not stocked for unrelated reasons, such as availability.

HOW OFTEN DO YOU ADD NEW PRODUCTS TO YOUR SITE?

We’re always busy getting forensic with new products. Our promise to you is that we will always know our stuff, and not just throw something on the shelf because it's trending. You can let us know what products you'd like to see on the site here.

I HAVE A QUESTION ABOUT YOUR INGREDIENTS & ENVIRONMENT POLICIES. DO YOU CARE?

YES! It’s #cooltocare about everything, especially our customers. Please send any questions to hello@thecleancollective.com and we will be in touch as soon as possible.

CAN I BUY PRODUCTS AS A GIFT & SHIP THEM TO THE RECIPIENT?

An excellent idea! Just let us know it's a gift in the instructions box in the cart and enter their shipping details during the checkout process. We also offer gift vouchers.

AN ITEM ARRIVED BROKEN OR FAULTY. WHAT DO I DO?

Firstly, we apologise for any inconvenience or disappointment caused. Please email details to hello@thecleancollective.com.au within seven days and we’ll replace the item promptly. More information on faulty products and returns can be found in our Business Terms.

I ORDERED THE WRONG ITEM. CAN I EXCHANGE IT?

The quickest way to get the item you want is to put through another order so we can get packing! Please email us at hello@thecleancollective.com and we will take you through the returns process. More information on returns can be found in our Business Terms.

I'M NOT HAPPY WITH MY PURCHASE. CAN I RETURN IT?

Oh no! This would break our heart. But of course, please email us at hello@thecleancollective.com within seven days and we will take you through the returns process. More information on returns can be found in our Business Terms.

ARE MY PAYMENT DETAILS SECURE?

Rest assured, we take security very seriously! That’s why our website uses a high-grade encryption certificate, the recommended security protocol for secure websites. We don't store any payment details on site or have access to card information, they go through the secure payment gateway. You can find out more about the certificate we use to encrypt your data by clicking on the padlock icon in your browser when accessing a secure page.

WILL YOU SHARE MY EMAIL ADDRESS WITH A THIRD PARTY?

Heck no! We will never sell your details to an external company. We only provide your personal information to third parties that assist us in providing the products and services you have requested, such as delivery service providers. Those parties agree to follow our Privacy Policy regarding your personal information. 

WHAT'S THE LATEST I CAN PLACE AN ORDER TO ARRIVE BEFORE CHRISTMAS?

Check out our 2018 Christmas shipping guide here.

HOW DO I GET FREE SHIPPING?

Shipping is free for all orders over AU$75 being posted to an Australian address. For domestic purchases less than AU$75, shipping is charged at a flat rate of $9.95 for standard post or $14.95 for Australia Post's express post service. 

Manly Markets Pick Up unavailable for a short time

We did offer a free pick up service from Manly Markets but unfortunately, it was causing people outside the NSW Northern Beaches a lot of confusion. So as we take some time out to find the perfect people to help us run the market stall, we've also removed this option.

If you know anyone that would be interested in helping us with this on a Saturday or Sunday please email us on hello@thecleancollective.com 

DO YOU SHIP OUTSIDE AUSTRALIA?

We sure do! International shipping costs are calculated at the checkout.

  • We cannot ship our natural cleaning product range outside Australia and New Zealand at this time. If you checkout with these items in your cart, we will contact you to arrange a refund
  • International orders may be subject to import duties, taxes and charges that we have no control over and are not included in the shipping cost. These charges are the buyer's responsibility and we encourage you to check with the customs office in the destination country to determine what these additional costs will be before proceeding with a purchase.

HOW LONG WILL MY ORDER TAKE TO ARRIVE? I WANT IT, LIKE, NOW!

We hear you! We do our best to pack and send orders ASAP. Once with the courier, estimated delivery times for standard shipping order are:

  • Sydney, Melbourne, Brisbane: 1—3 business days
  • Adelaide: 2—4 business days
  • Perth, Tasmania: 5—7 business days
  • Regional hubs (e.g. Wollongong, Gold Coast, Geelong): 2—4 business days

Please note remote regional areas and international orders can take longer.

If you choose the ‘Express Post’ option (available for orders to Australian residential or business addresses), we will book Australia Post Express Post service, whichever has the best chance of getting your parcel to you the next business day. This is charged at a flat rate of $14.95. Unfortunately, this does not guarantee next day delivery.

CAN I HAVE MY ORDER EXPRESSED?

Excited to get your hands on your goodies? For orders delivered to an Australian residential or business address (not a PO Box), you can select the ‘Express Post’ option at the checkout for a flat fee of $14.95. This will tell us to book Australia Post Express Post service for you, which has the best chance of getting your parcel to you the next business day. Unfortunately, this does not guarantee next day delivery.

CAN I TRACK MY ORDER?

When your package leaves our warehouse, you'll receive an email with a timeline for your order's journey. It will also contain contact details for the carrier and a tracking number so that you can contact them directly should you want to make any other enquiries.

CAN I GIVE 'AUTHORITY TO LEAVE' MY PACKAGE IF I'M NOT HOME?

Safety first! Providing a signature on delivery is a great way of ensuring your parcel is received by the right person. However, if you are out and there is a secure place your parcel can wait for you, you can provide ‘authority to leave’ by using the comments section at checkout. If you have requested ‘authority to leave’ and your item was still not left, the delivery driver may have deemed it unsafe to leave your item. In this instance, you will receive a card with information on how to collect your parcel from the nearest post office. For more information please see our Business Terms.

 

WHAT IF I ENTERED THE WRONG ADDRESS?

Email us via hello@thecleancollective.com as soon as possible so we can try to divert your package to the right place.

WHAT PACKAGING DO YOU USE?

Only the finest cardboard boxes made from 100% recycled wood pulp. Since we love our planet, we never use satchels for deliveries, and we use recycled paper products to protect your order. Want to be even more awesome? We encourage you to re-use the box for storage, home organisation, kid’s cubby houses, or more. But remember to recycle it at the end of its extended life.

IS THE CLEAN COLLECTIVE CARBON NEUTRAL?

Our environmental strategy identifies three areas where we can support and influence environmentally-conscious practices: our supply chain, our customers, and our own operations. We have the biggest control over our own operations and have our sights on carbon neutral operations, certified through the National Carbon Offset Scheme. To help us get there, we are tracking our carbon footprint via a strict carbon accounting procedure. At the end of 2018, we will complete a full account of our CO2 footprint and put in place actions and yearly targets to help us reach this goal.

WHAT DO YOU DO WITH YOUR PACKAGING WASTE?

We receive a lot of cardboard boxes from our suppliers. Wherever possible we reuse them, but when we can’t reuse the boxes we recycle them at our local waste management facility. Making paper from recycled materials requires up to 99% less water and 50% less energy than making paper from raw materials. We only use recycled cardboard boxes to post your orders in.

WHY ARE YOU USING PAPER IN YOUR DELIVERIES?

After lots of research, we found the best option for us to keep your orders safe during delivery is by padding them with post-consumer shredded paper. By using shredded paper (which is someone else's rubbish) as our padding, we’re eliminating the need to use polystyrene, bubble wrap or some other product that will end up in landfill. The shredded paper can go straight into your recycling.


HOW DO I RESET MY PASSWORD?+

Too easy! Click on and enter your email address. If there’s an active account linked to that address you’ll receive an email so you can create a new password. If you don't receive the email in your inbox or junk mail, contact us via hello@thecleancollective.com and we’ll be able to manually reset it in the backend. We will never be able to see your password, but we can reset your account and issue a new one. You can then login and change it to a password of your choice.


DO YOU HAVE A MEMBERSHIP PROGRAM?+

 

Unfortunately we don't at the moment. However, please sign up to our newsletter for updates on all new programs and rewards.

 


HOW DO I LEAVE A REVIEW?+

Yay, we love reviews! There are two ways you can do this:

  1. After you make a purchase we'll send you an email asking you to share your thoughts. Click on the link there.
  2. Or, go to the product on the site and scroll down until you find the review box.


WHAT ARE YOUR REVIEW GUIDELINES?+

We want our reviews to be helpful and fair. Please read our review guidelines in fascinating detail in our Website Terms.


I WANT TO WORK WITH YOU. WHO CAN I TALK TO?+

Fantastic! Please send some details to hello@thecleancollective.com and we'll get in touch ASAP!


I'M DIGGING YOUR SITE & WANT TO TELL THE WORLD! WHAT CAN I DO?+

OMG, thank you! Please like us on Facebook (@cleancollective) and Instagram (@thecleancollective). You can share our content and tag the heck out of us #thecleancollective @thecleancollective.


CAN I CHANGE MY ORDER ONCE I'VE CHECKED OUT?+

Don't you hate it when you hit ‘confirm’ and then remember the one other thing you needed? Don't worry! We pack your orders pretty speedily but if you email hello@thecleancollective.com we'll do our best to amend your order for you. However, we cannot guarantee that we’ll be able to amend the order in accordance with your instructions. For more information please see our Business Terms.


HELP! I CAN'T ADD SOMETHING TO MY CART.+

This usually means the product’s been snapped up before we've had a chance to get more. Please use the ‘notify me when back’ button to receive an email when it's available again.


CAN I ORDER IN STORE OR BY PHONE?+

We are 100% online. If you'd like a hand placing an online order, email hello@thecleancollective.com and one of our friendly team will walk you through the process.


WHAT IS AFTERPAY?+

Afterpay is a cash flow fairy. Lots of bub expenses this month? Shop as usual, then choose Afterpay as your payment method at the checkout and pay for the purchase in four equal instalments due every two weeks. If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments. First-time customers complete a quick registration, returning customers simply log in. 


YOU HAVE A BRAND I LIKE BUT NOT ALL THE PRODUCTS. WHY?+

We've hand-selected what we believe to be the cleanest and greenest products out there. If we don't stock something there could be many reasons, including, but not limited to:

  • It doesn’t meet the requirements in our Ingredients Policy or Environmental Policy.
  • It’s not available for us to stock
  • We plan to bring it to you in a future collection launch or expansion
  • We haven’t found it yet! You can let us know what products you'd like to see on the site here.


OTHER TOXIN-FREE SITES STOCK PRODUCTS THAT YOU DON'T HAVE. WHY?+

We believe we have the strictest Ingredients Policy of any toxin-free site in Australia. If a product passes all our criteria, we put it to the test to ensure it does the job too. If it passes both tests, we’ll stock it. Sometimes, however, items are not stocked for unrelated reasons, such as availability.


HOW OFTEN DO YOU ADD NEW PRODUCTS TO YOUR SITE?+

We’re always busy getting forensic with new products. Our promise to you is that we will always know our stuff, and not just throw something on the shelf because it's trending. You can let us know what products you'd like to see on the site here.


I HAVE A QUESTION ABOUT YOUR INGREDIENTS & ENVIRONMENT POLICIES. DO YOU CARE?+

YES! It’s #cooltocare about everything, especially our customers. Please send any questions to hello@thecleancollective.com and we will be in touch as soon as possible.


CAN I BUY PRODUCTS AS A GIFT & SHIP THEM TO THE RECIPIENT?+

An excellent idea! Just let us know it's a gift in the instructions box in the cart and enter their shipping details during the checkout process. We also offer gift vouchers.


AN ITEM ARRIVED BROKEN OR FAULTY. WHAT DO I DO?+

Firstly, we apologise for any inconvenience or disappointment caused. Please email details to hello@thecleancollective.com.au within seven days and we’ll replace the item promptly. More information on faulty products and returns can be found in our Business Terms.


I ORDERED THE WRONG ITEM. CAN I EXCHANGE IT?+

The quickest way to get the item you want is to put through another order so we can get packing! Please email us at hello@thecleancollective.com and we will take you through the returns process. More information on returns can be found in our Business Terms.


I'M NOT HAPPY WITH MY PURCHASE. CAN I RETURN IT?+

Oh no! This would break our heart. But of course, please email us at hello@thecleancollective.com within seven days and we will take you through the returns process. More information on returns can be found in our Business Terms.


ARE MY PAYMENT DETAILS SECURE?+

Rest assured, we take security very seriously! That’s why our website uses a high-grade encryption certificate, the recommended security protocol for secure websites. We don't store any payment details on site or have access to card information, they go through the secure payment gateway. You can find out more about the certificate we use to encrypt your data by clicking on the padlock icon in your browser when accessing a secure page.


WILL YOU SHARE MY EMAIL ADDRESS WITH A THIRD PARTY?+

Heck no! We will never sell your details to an external company. We only provide your personal information to third parties that assist us in providing the products and services you have requested, such as delivery service providers. Those parties agree to follow our Privacy Policy regarding your personal information. 


WHAT'S THE LATEST I CAN PLACE AN ORDER TO ARRIVE BEFORE CHRISTMAS?+

HOW DO I GET FREE SHIPPING?+

Shipping is free for all orders over AU$75 being posted to an Australian address. For domestic purchases less than AU$75, shipping is charged at a flat rate of $9.95 for standard post or $14.95 for Australia Post's express post service. 

Manly Markets Pick Up unavailable for a short time

We did offer a free pick up service from Manly Markets but unfortunately, it was causing people outside the NSW Northern Beaches a lot of confusion. So as we take some time out to find the perfect people to help us run the market stall, we've also removed this option.

If you know anyone that would be interested in helping us with this on a Saturday or Sunday please email us on hello@thecleancollective.com 


DO YOU SHIP OUTSIDE AUSTRALIA?+

We sure do! International shipping costs are calculated at the checkout.

  • We cannot ship our natural cleaning product range outside Australia and New Zealand at this time. If you checkout with these items in your cart, we will contact you to arrange a refund
  • International orders may be subject to import duties, taxes and charges that we have no control over and are not included in the shipping cost. These charges are the buyer's responsibility and we encourage you to check with the customs office in the destination country to determine what these additional costs will be before proceeding with a purchase.


HOW LONG WILL MY ORDER TAKE TO ARRIVE? I WANT IT, LIKE, NOW!+

We hear you! We do our best to pack and send orders ASAP. Once with the courier, estimated delivery times for standard shipping order are:

  • Sydney, Melbourne, Brisbane: 1—3 business days
  • Adelaide: 2—4 business days
  • Perth, Tasmania: 5—7 business days
  • Regional hubs (e.g. Wollongong, Gold Coast, Geelong): 2—4 business days

Please note remote regional areas and international orders can take longer.

If you choose the ‘Express Post’ option (available for orders to Australian residential or business addresses), we will book Australia Post Express Post service, whichever has the best chance of getting your parcel to you the next business day. This is charged at a flat rate of $14.95. Unfortunately, this does not guarantee next day delivery.


CAN I HAVE MY ORDER EXPRESSED?+

Excited to get your hands on your goodies? For orders delivered to an Australian residential or business address (not a PO Box), you can select the ‘Express Post’ option at the checkout for a flat fee of $14.95. This will tell us to book Australia Post Express Post service for you, which has the best chance of getting your parcel to you the next business day. Unfortunately, this does not guarantee next day delivery.


CAN I TRACK MY ORDER?+

When your package leaves our warehouse, you'll receive an email with a timeline for your order's journey. It will also contain contact details for the carrier and a tracking number so that you can contact them directly should you want to make any other enquiries.


CAN I GIVE 'AUTHORITY TO LEAVE' MY PACKAGE IF I'M NOT HOME?+

Safety first! Providing a signature on delivery is a great way of ensuring your parcel is received by the right person. However, if you are out and there is a secure place your parcel can wait for you, you can provide ‘authority to leave’ by using the comments section at checkout. If you have requested ‘authority to leave’ and your item was still not left, the delivery driver may have deemed it unsafe to leave your item. In this instance, you will receive a card with information on how to collect your parcel from the nearest post office. For more information please see our Business Terms.

 


WHAT IF I ENTERED THE WRONG ADDRESS?+

Email us via hello@thecleancollective.com as soon as possible so we can try to divert your package to the right place.


WHAT PACKAGING DO YOU USE?+

Only the finest cardboard boxes made from 100% recycled wood pulp. Since we love our planet, we never use satchels for deliveries, and we use recycled paper products to protect your order. Want to be even more awesome? We encourage you to re-use the box for storage, home organisation, kid’s cubby houses, or more. But remember to recycle it at the end of its extended life.


IS THE CLEAN COLLECTIVE CARBON NEUTRAL?+

Our environmental strategy identifies three areas where we can support and influence environmentally-conscious practices: our supply chain, our customers, and our own operations. We have the biggest control over our own operations and have our sights on carbon neutral operations, certified through the National Carbon Offset Scheme. To help us get there, we are tracking our carbon footprint via a strict carbon accounting procedure. At the end of 2018, we will complete a full account of our CO2 footprint and put in place actions and yearly targets to help us reach this goal.


WHAT DO YOU DO WITH YOUR PACKAGING WASTE?+

We receive a lot of cardboard boxes from our suppliers. Wherever possible we reuse them, but when we can’t reuse the boxes we recycle them at our local waste management facility. Making paper from recycled materials requires up to 99% less water and 50% less energy than making paper from raw materials. We only use recycled cardboard boxes to post your orders in.


WHY ARE YOU USING PAPER IN YOUR DELIVERIES?+

After lots of research, we found the best option for us to keep your orders safe during delivery is by padding them with post-consumer shredded paper. By using shredded paper (which is someone else's rubbish) as our padding, we’re eliminating the need to use polystyrene, bubble wrap or some other product that will end up in landfill. The shredded paper can go straight into your recycling.


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