do you ship internationally?
Currently we only ship to Australia, however will be looking to expand our shipping to New Zealand at a later date.
Do you offer express shipping?
We do offer express shipping via Australia Post for an additional fee, however we are not located in an Express Post Network post code, therefore you will not receive it the following business day.
Do you ship to PO boxes?
Yes, as we use Australia Post there is no issue sending a package to a PO Box
Do you offer tracking?
Yes, we include tracking on all our orders
how long should my order take to arrive?
Australia Post advise regular parcel post delivery time frames as follows:
Delivery in 2 or more business days after posting
NSW Metro – up to 2 business days
NSW Country – up to 5 business days
All other states:
Metro – up to 3-6 business days, depending on lodgement and destination points
Country – Please ask at your local Post Office
Please note we cannot guarantee delivery time frames.
my item has arrives damaged, or hasn't arrived what should i do?
For damaged packages initial contact should be made within 48 hours of the parcel arriving. Please email email@example.com with a photo and description of the damage.
For packages that fail to arrive, please email firstname.lastname@example.org so we can investigate.
how are your products packed?
We use Australia Post Parcel Boxes which are 100% recyclable in your kerbside recycling.
From 30 September 2019, delivery of every parcel sent through Post Offices and MyPost will be recognised as carbon neutral (find our more here). We use recycled packaging material (boxes, air bags and packaging material that has been used to send items to us).
On some occasions the use of bubble wrap may be required to ensure your product arrives safely.
I only want to purchase small items (lip balms/salves). Do i really need to pay the flat rate shipping?
If an order consists of one or two small items that can easily be sent in a small envelope we will opt to use the cheapest postage method and refund the applicable postage charge (i.e. if you pay the $10 flat rate postage fee however it costs us $3 to send the items, we would refund $7). Postage refunds are at the discretion of Essential Cosmetics Co.