It is the policy of Natural Beauty Collection to deal with customer issues quickly. Customer service concerns are best dealt with by calling us on +61 (02) 6677 0086 and/or by sending us an email via our contact us page. We will do whatever we can to solve your problem in a fair and efficient manner. We will need your personal details and invoice number, also the reason you believe that the product is faulty.
You may return your purchase within 14 days from the shipping date for a full refund or exchange. Shipping is non-refundable. You will have to bear the costs of the return postage unless the product is defective or sent to you in error and, for exchanges, you will also need to pay the new postage costs.
Please ensure that items are packed securely to prevent any damage occurring in transit on return.
If you found you ordered the wrong product, or we sent the wrong product, please make sure you return it in all of its original packaging, UNOPENED, and UNUSED.
If you believe you are having an allergic reaction to a product you are allowed to return it with no more than 1/4 of the product used.
Due to hygiene reasons and the personal nature of beauty and toiletry products we are unable to accept returns on any used or opened items under any circumstances. Please check your products before opening to ensure you have the right product.
We endeavour to package goods carefully that will offer protection during the shipping of your goods. When your order arrives please inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear, however, if damage occurred to the item(s) in your shipment, notify us immediately at +61 (02) 6677 0086.
If for any reason, you believe the product is faulty/defective in any way (colour, texture, smell don’t seem right), you may request an exchange of opened product. We always ensure that your products are in perfect condition before they are shipped out to you.
Natural Beauty Collection will exchange a faulty/defect product if it is found there was a production error. If for any reason a product is deemed as defective within 14 days of receiving it, please return the unused portion to us, and if on inspection we agree, we will send a replacement.
Please ensure that your products are delivered to you where they are not subject to hot weather conditions.
Due to the order processing of our website, we cannot accept cancellations. Please make sure you select your products carefully.
To receive your products quickly we do offer the express post rates for all orders. The cost of postal fees in Australia is always going up and we do not build shipping costs into the products. Please note that selecting the Express post option does not guarantee next day delivery, especially if you live in a country destination or you are in W.A.
You are automatically eligible for FREE REGULAR SHIPPING on all orders $50 and over.
How long will my package take to get to me?
Within Australia- If for any reason your products that you choose are not available immediately we will inform you. Most of our products are hand made fresh to order; we do not keep large amounts in stock as we think that the product that you purchase should be fresh and with a full shelf- life.
Usually your products should arrive within 3-7 working days. Most orders do arrive before our conservative time frames. We will email you if there is any delay. We also email you with your tracking code as all orders are registered.
International Orders- All international orders are shipped using airmail. Please allow 5-30 working days for delivery. If you choose Express Courier International shipping, we can obtain quotes for you and provide some options for you and we will email a full costing. Contact us with your needs.
How can i track my order? Once your order is dispatched you will receive an email with your tracking number. To track your order, simple enter this number into the Australia Post tracking website. This link is also in the email.
Can my parcel be left at my doorstep if i am not home? Australia Post will require you to sign for your packages by default. However if you would prefer to have your package left in a safe place such as your doorstep or letterbox, you can select the ATL (Authority To Leave) option at checkout. You can also provide delivery instructions which will be included on your package.Any packages marked ATL can not be replaced if they go missing, so this option is at your own risk.
What happens if I enter the wrong delivery information? Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but Australia Post will eventually return the package to us. Natural Beauty Collection will cover the return fee from Australia Post and we will also cover the cost to resend the package out to you.
Do I have to pay the return sender fee and a new postage fee if my package is not delivered?
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be $8.50
What happens if I have an old address on my paypal account?
We only use the shipping address you add when placing the order. If no shipping address is added, we will use the billing address you added, so no need to worry if your Pay Pal address is wrong.
What if my package goes missing?
If your package has been ‘stuck in transit’ for longer than expected please let us know so we can lodge a ‘missing package investigation’ with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $8.50 postage fee