Shipping and Returns Policy

Shipping and Returns Policy

We aim to make your experience smooth, reliable and transparent. Here’s everything you need to know about how we ship and how we handle returns.

Shipping

Dispatch Time

Orders are usually shipped within 2–3 business days of receiving payment.

Shipping Rates

Our tiered shipping reflects the actual cost of delivery while allowing us to maintain low-waste, protective packaging and fair product pricing:

  • $10 — parcels up to 250g
  • $15 — parcels up to 3kg
  • $20 — parcels over 3kg
  • Free shipping for orders over $150

We currently ship within Australia only.

Where We Ship From

All orders are packed with care in our production lab and retail store at 7 Reeves Road, Stanthorpe, QLD. Local customers are welcome to select free pickup at checkout.

Tracking Your Order

Once your order has been dispatched, you’ll receive an email with your tracking number. You can follow your parcel’s journey through the Australia Post or Aramex tracking portals.

Delivery Timeframes

Delivery times depend on your location, carrier workload and time of year. While we aim to dispatch promptly, transit time is outside our control. Please allow additional time during peak periods.

Return to Sender

Please double-check your shipping details when placing your order. If a parcel is returned to us as undeliverable, a new postage fee will apply to resend it.

Damaged Goods in Transit

All parcels are securely packaged, but we cannot take responsibility for loss or damage caused during transit. If you would like transit insurance, please contact us before placing your order and we can arrange a quote.

Returns & Exchanges

We want you to be happy with your purchase, and we’re here to help when something isn’t quite right.

Faulty or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with a photo. We’ll organise a replacement or refund promptly.

Change of Mind & Sensitivities

We are unable to offer refunds on opened products due to change of mind, personal preference, or individual sensitivities (including scent or ingredient sensitivities). These vary widely from person to person and do not indicate a fault with the product.

Unopened and unused products may be returned for store credit within 7 days of delivery, subject to prior approval.

Store credit applies to the product value only and does not include any shipping charges from the original order. Return postage, and the shipping cost for any replacement or new order using that credit, are at the customer’s expense.

Bulk Refills

Bulk refill sizes (1L and above) are not eligible for return unless faulty. If you are sensitive to scents or particular ingredients, we recommend trying a smaller size before purchasing a bulk refill.

Need Help?

If you have any questions about shipping or returns, please get in touch — we’re always happy to assist.