Support
Frequently Asked Questions
Ordering, products, returns and a bit about us. Can't find what you need? Our Contact page is right there.
Orders & Shipping
How long until my order is dispatched?
Most orders leave our Sydney fulfilment partner within 1–2 business days. Made-to-order pieces note a longer dispatch window on the product page.
How much does delivery cost?
Delivery is free on orders over A$150. Below that, rates start at A$9.95 depending on where you are — see the full table on our Shipping & Delivery page.
Do you deliver to Western Australia, Tasmania and the Northern Territory?
Yes, Australia-wide including WA, TAS and NT — delivery windows there run a little longer than the eastern states.
Can I track my order?
Yes. A tracking link is emailed once your order dispatches. You can also look it up on our Track Order page once that lookup is live.
Can I change or cancel my order after placing it?
Email us straight away at hello@ambanepal.com.au with your order number. We can usually amend or cancel an order before it dispatches, but not after.
Products & Care
What is the hemp on your bags actually like?
Firm and slightly textured when new, softening with use. It is water-resistant rather than waterproof, so it handles rain fine but is not meant for submersion.
Are the watches water resistant?
They handle rain and hand-washing splashes, but the wooden case is not rated for swimming or showering — take it off before either.
How do I clean my bamboo tumbler?
Hand wash only, with warm water and a mild detergent. It is not dishwasher or microwave safe — full details are on our Care Guide.
Will two of the same product look identical?
Close, but not exact. Grain in the walnut and tension in hand weaving mean small, natural variation between pieces — that is part of buying something made by hand rather than a mould.
Returns
What is your returns window?
30 days from delivery for change-of-mind returns, in original condition with tags attached. Full detail is on our Returns & Exchanges page.
Who pays for return postage?
You do for a change-of-mind return. We cover it if the item is faulty, damaged in transit, or not what you ordered.
Can I exchange for a different size or colour instead of a refund?
Yes — note that on your return request and we will send the replacement once the original item is back with us, stock allowing.
How long does a refund take once you receive the item?
We inspect returns within 3 business days of arrival and process the refund to your original payment method — banks then take a further 3–5 business days to show it.
About Us
Where are your products actually made?
In three workshops in the Kathmandu Valley and one near Pokhara, Nepal. Read more on our Our Story and Artisans pages.
Are you a registered Australian business?
Yes — Amba Nepal trades as an Australian business and all orders are fulfilled and sold in Australian dollars.
Do you sell wholesale or to stockists?
Not yet, but we get asked. Email hello@ambanepal.com.au and we will let you know if that changes.
How can I get involved or collaborate?
We are a small team, so collaborations are limited, but we do read every proposal that comes to hello@ambanepal.com.au.