FAQ

Packing

Please allow 3 business days for your order to be packed & despatched. 

Pre Orders 
Please note any orders containing pre-order items will not be sent until we have all of the items in stock. If you require other items sooner, please place a separate order.

Australia

Your order will be posted through one of our Carriers listed below:

-Australia Post (Standard / Express)
-Fastway (Standard)
-TNT (Express)
-Bonds (3 Hour / Same Day)

- Allied Express (3 Hour / Same Day)

as a tracked parcel, please check their website for accurate times for your city. All orders are shipped from Sydney, Australia. There is FREE standard shipping and $15 express shipping. Estimated delivery times are provided from the digital tracking links that will be provided to you via email or SMS. We typically find that express orders placed from larger cities such as Melbourne, Geelong, Brisbane, Gold Coast, Adelaide and Tasmania receive their order next business day. Overnight express orders are only delivered overnight on business days. If you order an overnight express on Thursday night or Friday day, it will be delivered on Monday the following week.

3 Hour / Same Day Delivery is automatically shown on checkout for eligible areas. Clear Collective does not control which areas 3 Hour / Same Day Delivery is available - this is automatically loaded from our shipping System Shippit and subsequently from their carriers (Bonds / Allied Express). Generally areas in Sydney CBD + Metro should be available. If you do not see the option after inputting your Shipping Address - then this is not eligible with Bonds / Allied Express couriers.

International

Your order will be posted through one of our Carriers listed below:

-Australia Post International
-DHL International

Please check their website for accurate times for your city. All orders are shipped from Sydney, Australia. There is a flat fee of $30 AUD for shipping. This does not include duties and customs which may be incurred at receiving port of country.

Target delivery dates are based on historic performance and are subject to changes without prior notice. Any delay at the destination countries is beyond our control. Delivery to areas outside of major cities, or where your shipment is dutiable or held at customs may take longer. Estimated delivery times are provided from the digital tracking links that will be provided to you via email or SMS.

Rarely, an International Package may be held by customs which then produces a customs fee - we do not take any responsibility for this payment and it is up to the customer to pay this fee.

RETURNS

At Clear Collective, as our products are of hygenic use on faces, we do not offer returns.

REFUNDS / EXCHANGE
If you have received damaged goods, please contact us @ info@clearcollective.com.au and we can offer a refund less the shipping or exchange/replacement product with additional shipping send out chargeable.

For faulty items - You must ship the item back to us within 14 days in order to process a refund or exchange. Returned parcels may take up to 4 business days to process.

If you wish to cancel your order, please email us at info@clearcollective.com.au and we will see what we can do for you.

Unfortunately if we have already begun packing/shipping your order you cannot cancel.

*All prices listed on the website are including 10% GST charge, this will be itemised at the checkout and invoice*

Replacement carbon filters come as a set of two. Please open all packaging to check that you have received the correct number of filters with your order.

All reusable masks have filters that will last for 7 days or approximately 50 hours of use. After this time, please dispose of the filter and follow the cleaning/care instructions for the mask itself.

There are 3 x different sizes of filters, adult and kids and neoprene - please make sure to purchase the right size when replenishing filters
https://www.clearcollective.com.au/collections/filters

Filters should be removed from the pouch prior to washing your mask. Filters cannot be washed. Filters should be discarded if they become wet.

Each product on our store will have care instructions on how to correctly care for and clean it.

Reusable masks should be hand washed every 5 days during heavy use. You may wash your mask more often if desired.

Hand wash your mask gently with hot soapy water taking care around any valves or trims. Allow to fully air dry prior to use.  Do not machine wash, tumble dry or use harsh soaps.

Valves can be removed and put back together - we have cleaning instructions here

Disposable masks will last for 7 uses when using 8 hours a day.

Filter inserts should be removed before washing your mask. Filters cannot be washed. Filters should be discarded if they become wet. 

Valves cannot be removed on disposable masks.

Adult Reusable: 22cm x 14cm
Kids Reusable:13cm x 10cm
Adult Neoprene: 20cm x 12cm
Adult Disposable: 21cm x 12.5cm

Reusable Masks are adjustable on the ear straps to ensure a comfortable fit for faces of every shape & size. 

Disposable Masks aren't adjustable however you can knot the ear straps to tighten them for a more snug fit.