Shipping & Returns
Shipping and delivery
Due to COVID19 our Australian and international shipping is taking much, much longer than usual. In addition, there are also some countries which are not accepting personal package delivery during the pandemic. Unfortunately this is out of our control and we appreciate your patience while the world works through these unprecedented times. We will continue to send the orders out within 24 business hours and provide you with all the tracking information that we have, but we cannot predict when they will arrive.
Our organic alcohol based scents have some restrictions as to where they can be shipped and how they can be shipped. As this often cannot be by air, we appreciate your patience as our products sail the oceans to you.
Due to strict international transport regulations (IATA), we are not allowed to ship items containing alcohol such as our parfum range to some countries. If your country is not listed in the shipping options during checkout, we recommend that you order our Elixir Oil parfum instead or any other item in our collection that doesn’t contain alcohol. If it’s an option for you, you can also change your delivery address to one of the countries that is permitted during our checkout process. Our apologies for the inconvenience.
We provide free standard shipping for all orders over AU$50 within Australia and internationally.
You have the option of Express Post for the following fees:
- Australia wide for AU$20
- International for AU$20
If you need your item urgently, you can elect the Express Post option during the checkout process.
For Standard Post, orders received before 7:00 AM on business days will be dispatched the same day. Orders received after 7:00 AM will be dispatched the next business day. For Express Post, orders received before 12:00 PM on business days will be dispatched the same day. Orders received after 12:00 PM will be dispatched the next business day.
We do not ship orders on Saturday, Sunday or public holidays.
Shipping times after dispatch are estimated below:
- Standard Post 3-7 business days depending on your location within Australia
- Express Post 1-3 business days depending on your location with Australia (next business day to most metro areas)
Western Australian (WA) customers
- Standard Post 4-8 business days
- Express Post 1-3 business days
- Standard Post 5-10 business days
- Express Post 2-5 business days
The above is a guide only, please check the Australia Post website for the Standard and Express Post timeframes applicable to your location. You can also refer to your postage tracking information sent after purchase. Please be aware that remote destinations may take a little longer depending on customs regulations within your country. There may also be locations where Express Post is not offered due to the customs regulations.
Shipping and delivery requirements
Deliveries are made during normal business hours. All imported goods are subject to assessment for import taxes and charges even if you imported those goods for your own use. Any international taxes and duties are payable by you. We will select the best methods to minimise costs of taxes, duties, customs and freight wherever possible to make your experience in purchasing our product online as pleasant and convenient as possible. However, unfortunately We are unable to provide information relating to the cost of unexpected taxes or duties as these charges vary and are beyond our control.
Please note that once an order has been placed, the shipping option cannot be modified, and your order will be shipped to the delivery address you provided. Please make sure to provide all the details needed including apartment/suite/building number, and the company name if needed. Please also note that tracked deliveries that cannot be delivered because you are unavailable will be shipped again at your expense or cancelled. Please be advised that We cannot be held responsible for lost packages or delays although we will do our best to sort it out with the carrier.
We will accept and deliver orders within the limit of available stock. In case items are temporarily or permanently unavailable, we will send you an email so that you are informed. You will then have the option of modifying or cancelling your order. In case of a cancellation because of the temporary or permanent non-availability of items, we undertake to give you a full refund as quickly as practicable.
Online returns and exchanges
We hope that you are enchanted with your order. However, if there is a fault with the product or it is not the product that you ordered, you may return the product within 7 days of delivery and we will provide a replacement product of the same value at free of charge. Please be aware that postage will be at your cost.
Returns will be processed within 5 to 10 business days upon receipt. In the event that a refund (excluding the initial delivery charge) is given, it will be made against the original debit/credit card used.
We cannot accept returned goods that we believe have been used or opened. In such circumstances, we will notify you that no refund will be available and we will return such goods to you. Please be aware that we do not provide exchanges or returns for a change of mind or if the scent is not how you expected it to be. We encourage all customers to purchase the Balanced Encounter Set first so they may smell all scents and select the scent they like most before making other purchases.
- Email us at email@example.com with your receipt and all details of why you would like to return your product.
- Return the goods to us in their original condition within 7 days of delivery. Please ensure that the parcel is properly sealed and secured and ensure our email correspondence is contained in the parcel along with all original invoice details.
- We will process the return within 5 to 10 business days of receipt then contact you via email or telephone.