Shipping & Returns

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Order Tracking

AUSTRALIAN DELIVERIES
Australian orders shipped with Australia post track here.
Fastway Courier orders track here.
Sample orders are by letter delivery, and cannot be tracked.
TRACKING IS NOT AVAILABLE FOR OVERSEAS ORDERS UNLESS YOU PURCHASED THAT OPTION
INTERNATIONAL DELIVERIES
DHL shipments track here.
USA track here.
Canada track here.
Europe track here.
*If you did not purchase tracking this feature will NOT be available!

Australian Orders

FASTWAY AND DHL DO NOT DELIVER TO POST BOXES, PL, GPO OR LPO.
If you require shipment to any of the above, use Australia Post only.
BRISBANE from $7.15 (Fastway); or $9.35 (AP); or $15.40 (DHL Express flat rate to 3kg).
SYD/MELB/TAS from $9.35 (AP) or $15.40 (DHL Express flat rate to 3kg).
RGNL NSW/QLD from $9.35 (AP) or $15.95 (DHL Express flat rate to 3kg).
ADL/CAIRNS/CNBRA/RGNL SA from $9.35 (AP) or $17.05 (DHL Express flat rate to 3kg)
PERTH/RGNL WA from $9.35 (AP) or $17.60 (DHL Express flat rate to 3kg)
Prices include GST.
Shipping times vary from 1-7 working days, depending on method and your location. Express Post is available in addition to standard mail, and DHL Express (which is 1-2 days delivery).

Order Collections

Available for locals or people visiting the Brisbane area.
Place your order via the website and select the ‘Pick-Up’ option at checkout. If this option does not show, use postcode 4120 to enable it (valid for travelling customers only).
Once your order is ready we’ll email you with the collection details.

Safe-Drops

Only available with Fastway (Australian deliveries).
Insurance is waived if you decide to have your item dropped without signature.
Please leave an order note with your instructions for the parcel’s safe-drop location.

International Orders

ENTER YOUR ADDRESS AT CHECKOUT TO GET YOUR POSTAGE PRICE
We ship worldwide. Cosmetic only orders ship either standard air mail, or with tracking OR insurance (recommended). Polish orders ship via DHL or by forwarding to our US warehouse.
Standard Air Mail takes around 2-4 weeks to arrive; but can take up to 6 weeks on occasion. We have noticed a lot of Canadian mail taking up to 9 weeks to be delivered.
Postage starts from $5 to NZ, $6.50 to USA & Canada, $7 to Asia-Pacific Regions, and $7-$11 for Europe.
We always recommend you purchase the tracked or insured option. It costs more, but peace of mind is ideal. Missing articles will not be replaced or refunded if insurance was not purchased. 

DHL shipping offers many benefits:
Quick – often delivers within 5 working days of shipment.
Reliable – minimal rough handling along with secure packing.
Live tracking – see every move your shipment makes!
> An affordable and quick option for large shipments (great for group buys with your friends), as the price-per-bottle lowers as the bottle quantity grows.

More about our Forwarding Service:
All orders we take that are shipping via this method are packed and boxed together weekly; dispatched to our US warehouse via DHL where they are then lodged with USPS and dispatched to you.
Due to this there is an additional wait period during the TAT and transit.
It does allow us to offer postage rates as low as from $7 to US and $15 to Canada for order with polish.
Missing articles will not be replaced or refunded if insurance was not purchased.
Note – the insurance we offer is external from the post system. It is a fee that is optional for you to pay when using the Parcel Forwarding Service. If you do add it to your parcel, it ensures that we will refund or replacement your order should it go missing in transit. However it is important for us to clarify that it is not insurance that is added to your parcel when lodged with USPS, it is purely an extra service we can offer you.

Prohibited Shipping Zones

SORRY, WE DO NOT SHIP TO:
* Balkans
* Belarus
* Burma/Myanmar
* Cote d’Ivoire
* Cuba
* Democratic Republic of the Congo
* Iran
* Iraq
* Lebanon
* Liberia
* Libya
* North Korea
* Somalia
* Sudan
* Syria
* Zimbabwe

Postage Insurance

AUSTRALIAN DELIVERIES COME WITH INSURANCE INCLUDED

INTERNATIONAL CUSTOMERS please note refunds cannot be issued to orders placed without insurance.

In the rare event of a parcel going missing, or arriving damaged, Australia Post can only reimburse the customer if insurance has been purchased. Thus, we highly recommend all customers purchase insurance when ordering with us, for peace of mind.

Contents, Values & Taxes

The buyer/receiver is responsible for any charges on the parcel once it dispatches our warehouse.

This includes (but is not limited to) any type of tax, duty, import fee, government or post charges etc.

Insured articles are declared at full merchandise value. Shipping fee is NOT declared in this. Uninsured & Parcel Forwarding articles are always declared as low as possible ($5-$15).

Contents are declared as ‘cosmetics’.

Damaged / Incorrect Orders

If your order has arrived to you damaged, please photograph the packaging and contents and email [email protected] immediately.
If you have received an item that is incorrect, please phtograph it and email to the above address. Be sure to send non-blurry, clear and large images so the staff can easily asses the item/damages.
PLEASE INCLUDE YOUR ORDER NUMBER AND AS MUCH INFORMATION AS POSSIBLE TO ASSIST OUR TEAM IN RESOLVING THE ISSUE =)

Missing Orders

If you feel your order is missing please do the following things to help troubleshoot:
1) How long has it been since shipment? Australian orders should take no more than 15 working days, and international orders should take no more than 6 WEEKS.
2) Check around the property for the article, including behind pot plants, screen doors or other areas your postie may have safely dropped it.
3) Check at your local post office – on occasion they may hold an article but the collection card has been lost/misplaced.
4) Does tracking offer any information? Call your post office (or local Fastway depot if used) with your tracking/lodgement number for any updates.
If none of the above has helped locate your parcel, and it’s past the reasonable timeframe to arrive, please contact [email protected] with your order number, details and any steps you’ve taken to find the parcel. We’ll do our best to resolve the issue as quickly as possible.

Returns

Change of Mind
Change of mind returns are not accepted.
Incorrect Details
Shipments returned due to our error are reshipped at no charge to the customer.
Shipments returned due to incorrect address provided by the customer during checkout can only be reshipped at customer expense.
Unpaid Charges
Shipments returned as the customer did not want to pay charges on the parcel will incur a 15% restocking fee on any items we can add back to our inventory. Items such as samples or powder cosmetics may be declined for refund due to the nature of the product. Postage is NOT refunded.
The customer CAN request to have the item reshipped (to a new address is fine) but postage charges will apply.

Refunds

Refunds are processed via the same payment method used with the original order.
Some refunds may be deducted a restocking fee of 15%, or may not include postage paid etc. This is subjective to the nature of your refund – whether a cancellation, return due to incorrect details etc. We will always provide you with the full information upfront.
Refunds will only be processed for faulty items, cancellations prior to shipment, parcel returns due to postal or address error (minus a restocking fee and postage charge), transit loss/damages on insured parcels.
Refunds will not be processed for change of mind returns, shipped cancellation requests, transit loss/damages on parcels without insurance or scratch & dent items.