This Policy may be updated from time to time. We encourage you to check back periodically for updates.
Due to the current COVID-19 pandemic, postal services are experiencing delays in shipping time. Please be patient with us, as we all try to navigate this difficult time.
Last Updated: Sept 21, 2020
FREE SHIPPING & HANDLING
We offer free Shipping for orders over $100 AUD, and orders below $100 AUD are charged a flat delivery rate of $10 AUD.
All orders are sent via Australia Post or a courier service to ensure fast and safe delivery to your door.
Please allow 1-5 business days for delivery.
Orders placed before 11am AET Monday – Friday are dispatched the same day. Orders placed on weekends and public holidays are processed the next business day.
Orders placed after 11am AET ship within one business day (excluding weekends and public holidays), but some orders may take up to 48 hours to process.
Please allow for additional processing and delivery time during sales, busy promotional periods and holidays.
Deliveries typically occur between 9am – 5pm. If the driver is unable to leave your parcel in a safe place, your parcel will be redirected to your nearest post office (or the courier’s depot, if a courier service was used).
TRACKING YOUR ORDER
Once your order is dispatched, you’ll receive an email with your tracking number.
You can track your order with Australia Post here.
If your order has been shipped with a courier service, info on how to track the order is in the dispatch email we sent you.
AUTHORITY TO LEAVE
Some postal services allow you to give Authority To Leave, depending on your region. By doing this you’re giving your delivery company permission to leave your order in a safe place if no one is home to sign for it.
We don’t accept responsibility for any theft or damage that results from Authority To Leave deliveries, and as such we don’t offer replacements or refunds for loss or damage that occurs as a result.
INCORRECT DELIVERY DETAILS
Please double check your delivery info and email address before placing your order, as we don’t accept responsibility for an incorrect address being entered.
If you realise you’ve given us the wrong address, call us immediately on 1800 625 387 so we can try to amend it before your order is dispatched.
If your order has been processed and is on its way to you, unfortunately we can’t update your details and you’ll need to refer to our returns policy for what to do next.
CHANGES TO YOUR ORDER
In general, we’re unable to make any changes or cancel your order once it has been placed. If you’ve entered incorrect delivery information, see above.
N.B - We reserve the right to cancel any order at any time.
RETURN FOR REFUND OR EXCHANGE
Naturium.com.au offers a 30-day satisfaction guarantee on regularly priced items only. All products in an order made using a coupon code, including those for a free product, are not eligible for return. If you are unsatisfied with your regularly priced purchase from naturium.com.au for any reason within 30 days of your original purchase date, you may return the bottle with the unused portion of your purchase for a refund of the purchase price less the original shipping fees.
Please note that we monitor return activity for abuse and reserve the right to limit returns or exchanges.
We regret that, unless a shipping error was made by Naturium.com.au, we are unable to refund your original shipping costs, if applicable. We are unable to accept returns COD.
Examples of shipping errors include shipment of incorrect product or the product was unusable due to damage incurred during shipping.
In the case of exchanges, we recommend you place a new order for the replacement product and we will then issue a refund after the returned goods are received and processed. Exchanged products will be charged a new shipping and handling fee and you may select the method of shipping at checkout.
To complete your return, we require a receipt or proof of purchase from naturium.com.au Products purchased from other retailers or other e-commerce sites may not be returned to naturium.com.au if they are Naturium branded products, and will not be credited back or returned to you.
SHIPPING INSTRUCTIONS FOR RETURNED PRODUCTS
To return your product, email email@example.com. Include order number as well as reason for return. A member of our customer service team will provide you return instructions within 1-2 business days of your request. Please note that you are responsible for shipping costs and the safe return of merchandise.
Package your return item (bottle, jar, etc) in the product's box (if applicable) and original packaging (if available). Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit. Returns of product boxes without product inside will not be accepted.
TIME TO RETURN
If you process your return within 30 days from the date of purchase and we receive your item, we will refund your original form of payment minus original shipping costs. However, if more than 30 days have passed since your original purchase date, refunds are allowed only in the sole and absolute discretion of naturium.com.
You will receive an email confirmation once your return has been processed. Once your return is approved for a refund and your item is received, then your refund will be processed within 3 business days. A credit will automatically be applied to your credit card or original method of payment. Please note that your financial institution may take longer to reflect the transaction.
If you are expecting a refund and haven’t received it after one full billing cycle on your credit card statement, we suggest you contact your credit card company first, as it may take some time before your refund is officially posted or it may be in process.
Only regularly priced products may be returned for refund or exchange. All promotional, sale or discontinued items are final sales and cannot be returned, this includes any products purchased using a promotional code or coupon code. The determination about whether an item is eligible for return is made only in the sole and absolute discretion of naturium.com
If you received product as a gift and the product was marked as a gift by the purchaser and shipped directly to you, you will receive a product credit for the value of your return. Gifts may not be exchanged for a cash refund. Product credit may not be redeemed for cash (unless required by law), reloaded, transferred to others, or sold and can only be used at this Site. Merchandise credit will not be replaced if lost or stolen.
RETURNED MERCHANDISE POLICY
We protect the integrity of the products we sell. All returned (used or unused) products are not returned to inventory and are properly disposed of.
UPDATES TO POLICY