OUR RESPONSE TO COVID-19
We're focused on making you feel the best and this includes safety and health. In light with the current COVID-19 Coronavirus outbreak, we've been closely monitoring this in real-time based.
Note: Postal deliveries and custom borders are experiencing significant delivery delays in their network due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.
Domestic deliveries to certain location may take up to 3 weeks.
We do not accept cancellation due to delivery delays during this unprecedented time. Your kind understanding is very much appreciated during this time.
Refunds / Returns
Free standard delivery available
We can literally ship anywhere in the world. If your country is not in the list, please feel free to contact us!
Your order will be dispatched from Melbourne within 3 business days (Monday – Friday). Excluding weekends and public holidays.
All products are packaged up to be protected via transit. In the event, you’ve received your order in damaged condition during delivery, kindly contact us within 48 hours of receipt along with detailed photos (external boxes and internal items). Damaged on boxes of items are not included if the item quality is perfectly sealed & not affected. Any damages due to postal delivery may require a submission of claim under Auspost’s policy.
We will lodge a case incident with postal delivery and in this time, there is a waiting time of 20 business days for Domestic Orders & 30 business days for International Orders prior to the case getting a conclusive outcome.
If damaged goods occur by Postal Services:
- Insurance Cover: if you selected the insurance cover option, once the claim via Auspost returns a positive outcome, we will resend the order to your order address or process a refund at your request.
- Non-Insurance Cover: As a good will, we may process a partial refund depending on case by case basis
- When a redelivery is required due to incorrect address or uncollected items from postal offices, we will charge a redelivery fee prior to dispatching your order. Please understand as postal service do not reuse the initial tracking postage and therefore, a repurchase of the postage is required.
- Any cancellation at this stage will attract a cancellation fee, see bottom page.
Returns / Refunds
Please note we do NOT OFFER A FREE RETURNS POLICY.
Our policy last 7 days. If 7 days have gone by since your receipt of order, unfortunately we can’t offer you a return or refund.
We do not offer returns, replacements and refunds for:
- Open or Used Items
- Change of mind (this includes delivery delays or after a test on skin)
- Store Credits, Voucher Codes, Free Items, Samples, Sale, Promotional Items or Offers
- (All our products are listed with ingredients. It is recommended to double check the ingredients prior to purchasing with us. We exercise in following Australian Consumer Labelling standard by listing all the ingredients in the right order – with percentages listed whenever available.)
We accept returns for incorrect items from us & defective manufactured items only.
When approved for returns, ensure the products are adequately protected for posting. Buyers should cover the initial cost of returning faulty products to us. Please keep the receipts for those costs because if the returned products are later confirmed to have a fault – whether major or minor – we can cover a reasonable postage.
Once your return is received and inspected, we will send you an email or call to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
We will only dispatch replacement products or refunds once the products have been received by us, and its condition verified.
Please contact us at your earliest convenience to notify of any issue.
- There will be a minimum 10% cancellation fees for un-dispatched orders.
- If your parcel was returned back to us due to incorrect address or uncollected, and you wishes to cancel for refund. There will be a minimum of 50% cancellation fees.
Cancellation from us:
We reserve the right to cancel any order for any reason. Possible reasons for cancellation include, but are not limited to the following:
- Potentially fraudulent order. Before shipping orders, we run a check to make sure they are legitimate. If the check fails, we may cancel your order.
- Extreme Weather Condition. Due to major failure or service disruptions, we may cancel your order to avoid delivery delays or damages to our products.
- Incorrect pricing or rates. Due to the sometimes-volatile market for currency exchanges or shipping fees, sometimes there are major fluctuations in price. Therefore, we reserve the right to remove any item from any order and provide a full refund to the customer for that item.
- Non-Payment. If payment is not received within a reasonable amount of time (currently 30 days) after the order has been placed, we may cancel an order without notice.
- Chargebacks received due to fraudulent claimed by you. We take this seriously and will assist you in reporting to Australia Police to investigate further. Please note, we have number of successful cases resolved by our helpful Police Officers. You may be contacted by Police Officers to record report statements.
We reserve the right to change these terms and conditions at any time, and you agree to abide by the most recent version of this