Frequently Asked Questions (FAQ)
Product
💧 Are your bottles suitable for everyday use?
Yes. Our bottles are designed for daily use — at home, school, work, or on the go. They’re practical, comfortable to hold, and easy to use.
🛡️ Are your products BPA-free?
Yes! All our bottles and drinkware are made from BPA-free materials, safe for kids and adults alike.
👶 Are your products suitable for kids?
Yes. Many of our designs are kid-friendly and loved by little ones. We recommend adult supervision for younger children.
🌡️ Can I use hot or cold drinks?
Most of our bottles are suitable for cold or room-temperature drinks. Insulated bottles are clearly labelled on the product page.
🎨 Are the character designs removable?
Some bottles have removable or detachable parts, while others have fixed decorative details. Check the product description for specifics.
🔒 Are the bottles leak-proof?
Our bottles are designed to be leak-resistant when properly closed. Always make sure the lid and lock are securely in place before carrying.
Care
🧼 How do I clean the bottle?
We recommend hand washing with warm soapy water to keep your bottle in top condition. Removable parts can be taken apart for easier cleaning and drying.
Shipping & Orders
📦 How is my order packaged?
Each item is carefully packed to protect it during shipping. We do our best to ensure your order arrives safely and in good condition.
⏱️ When will my order ship?
Orders are processed within 3 business days after payment verification. Orders placed on weekends or holidays will be processed on the next business day. You’ll receive a confirmation email with tracking details once your order has shipped.
✏️ Can I modify or cancel my order after placing it?
Orders are processed quickly, so we cannot guarantee changes or cancellations. Please contact us as soon as possible, and we’ll do our best to assist you.
🚚 Do you ship within Australia?
Yes, we ship across Australia. Shipping rates and delivery times are shown at checkout.
📬 How long will it take my order to arrive?
We use Australia Post. Delivery times vary by service: Express Post typically takes 1–3 business days, while Parcel Post takes 2–6 business days within Australia.
🏬 Can I pick up my order in-store?
Unfortunately, we do not offer in-store pickup at this time. All orders must be shipped to the provided address.
📍 What should I do if I entered the wrong shipping address?
Please double-check your shipping address before completing your order. If you notice an error after placing your order, contact us (hello@shushulane.com.au) immediately. We cannot guarantee changes once an order has been processed or shipped.
🔁 What is your return policy?
If there’s an issue with your order, contact us within the timeframe listed in our Returns Policy. We’re happy to help wherever we can.
💬 Still have questions?
Reach out to us via our Contact page or email (hello@shushulane.com.au) — we’ll get back to you as soon as possible.
Returns & Refunds
🔁 What is your return policy?
We only accept returns and issue refunds for items that arrive damaged during transit or have quality issues. If your order is damaged or defective, please contact us with photos within 48 hours, and we’ll assist you right away.
⏱️ What if I report damage after 48 hours?
We kindly ask that damaged or defective items are reported within 48 hours of delivery. Items reported after this period may not be eligible for a refund or replacement.
💔 What if my ceramic item arrives damaged or imperfect?
If your item is broken or damaged during shipping, contact us within 48 hours of delivery. We will happily arrange a replacement or a refund.
Please note: small black dots, tiny pinholes, or slight glaze variations are natural characteristics of handmade ceramics and are not considered defects. These details do not affect the safety or usability of your item.
⏳ How long does it take to process a refund?
Once your refund is approved, it will be processed within 5–10 business days and returned to your original payment method. Processing times may vary depending on your bank.