Shipping and Returns
AUSTRALIA DOMESTIC SHIPPING
CHRISTMAS CUTOFF – STANDARD DELIVERY
For metro cities in NSW, ACT, VIC, QLD, the cutoff date for standard delivery is on 19 Dec 2pm.
For metro cities in WA, TAS and NT, the cutoff date for standard delivery is on 17 Dec 2pm.
CHRISTMAS CUTOFF – EXPRESS POST
SHIPPING COST
Acacia Aromatherapy offers free shipping on all orders over AUD$50 within Australia. It will cost AUD$9.95 to ship your order if it is less than AUD$50. Registered Post (Signature on Delivery) and Express Post are available at an additional cost.
DISPATCH TIMES
Orders are usually processed and dispatched within 24 hours. Orders placed on Saturdays, Sundays and public holidays are processed the following business day.
DELIVERY TIMES
Within Australia – Depending on your location, you may expect to receive your order within 2 to 7 business days for standard delivery or 2 to 4 business days for express post from the date of dispatch. Regional and remote areas may take longer.
FLOODING IMPACT
Due to flooding across parts of Australia, orders may be delayed in affected and nearby areas. If delivery time is a big concern, please check with us before placing order.
ORDER TRACKING
We will send you an email with the tracking details after your order is dispatched.
DELIVERY IF YOU ARE NOT AT HOME
The delivery crew will deliver the parcel to a secure location if possible. If they cannot find a secure location, they will leave a card with details. You will need to collect your parcel at the nearest Australia Post office or at a location as instructed on the card.
If you want to make sure that your parcel deliveries aren’t left unattended, or safe dropped, please check the “Signature on Delivery” box when you check out your order. Surcharge applies.
RETURNS POLICY – 30 DAYS MONEY BACK GUARANTEE
We want you to be absolutely happy with your purchase. If you are disappointed for any reason, please contact us within 30 days. We will refund the purchase cost of the products excluding the delivery costs.
For a defective or incorrect item, we will replace the product or refund both the purchase cost and the delivery cost.
Items must be returned in their original packaging and an unused condition. Please email us with the order number, item description (s) of goods to be returned, and a reason for returning the goods.
Our customer representative will inform you of the return procedure and address. It may take several days for the parcel to reach us. We will process the refund and return request upon receipt.
Please note a refund may take in addition of 3 to 5 business days to return to you, depending on your payment method.
INTERNATIONAL SHIPPING
SHIPPING COST
Acacia Aromatherapy offers free shipping on all international orders over AUD$120. The countries we currently ship to are: New Zealand, Hong Kong SAR China, India, Japan, Macau SAR China, Malaysia, Singapore, Taiwan, Thailand, Vietnam, China, Canada, United States of America, and United Kingdom.
Region | Shipping cost(flat-rate in AU$) |
New Zealand | $25 |
Asia – Hong Kong SAR China, India, Japan, Macau SAR China, Malaysia, Singapore, Taiwan, Thailand, Vietnam, China | $30 |
North America – Canada, United States of America | $35 |
Europe – United Kingdom | $35 |
EXTRA FEES AND LEVIES
International shipping costs cover transport only. Extra fees and levies that may be incurred when arriving at the destination country are not included in the shipping costs. These import liabilities implemented by the government of the destination country are difficult to anticipate and vary between countries and regions. Acacia Aromatherapy is not responsible for any import duties or fees that apply outside of transport costs. Any additional import fees are to be paid by the customer. For more information about customs charges, please contact your local customs office before purchasing from Acacia Aromatherapy.
Acacia Aromatherapy will not accept returns or issue refunds due to unpaid customs charges.
DISPATCH TIMES
Orders are usually processed and dispatched within 24 hours. Orders placed on Saturdays, Sundays and public holidays are processed the following business day.
DELIVERY TIMES
International orders are shipped via DHL express or Australia Post. You may expect to receive your order between 4-8 business days after the dispatch date for metro areas or major cities. Regional and remote areas may take longer.
The actual delivery time may be impacted by processes such as customs clearances of the destination country or unexpected delays due to COVID-19 restrictions.
We will dispatch your order ASAP but are not responsible for delays due to unforeseen circumstances, such as those mentioned above.
COVID-19 IMPACT
Due to the circumstances of COVID-19, there may be unexpected delays in some countries with lock-down restrictions. If delivery time is a big concern, please check with us before placing your order.
ORDER TRACKING
We will send you an email with the tracking details after your order is dispatched.
DELIVERY IF YOU ARE NOT AT HOME
If you are not home at the time of delivery, the courier will try to reach you to arrange a new attempt or leave a note at your door with more information. If you entered a mobile phone number placing the order, you will also receive a text message to manage your shipment.
RETURNS POLICY
Please contact us within 30 days of receiving your product, if you have any return enquiries. For a defective or incorrect item, we will replace the product or refund both the purchase cost and the delivery cost. We will cover all return shipping costs.
We currently do not accept change of mind returns for international orders.
Items must be returned in their original packaging and in unused condition. Please email us with the order number, item description (s) of goods to be returned, and a reason for returning the goods.
Our customer representative will inform you of the return procedure and address. It may take several days for the parcel to reach us. We will process the refund and return request upon receiving the defective product.
Please note a refund may take an additional 3 to 5 business days to return to you, depending on your payment method.
