Shipping

***IMPACT OF NOVEL CORONAVIRUS***

Deliveries - International
Due to the significant impact on international deliveries resulting from various Government regulations, flight disruptions and flight cancellations, we have suspended shipping to all international locations apart from NEW ZEALAND and HONG KONG. We hope to be able to resume our regular international shipments in the future.

 

Naturally Safe Cosmetics currently ships to the following countries:

  • Australia
  • New Zealand - normal services resumed as at 8 April 2020. Expected time-frames as per Australia Post advice: Express Service - approximately 4 business days; Standard Service - approximately 6-10 business days. 
  • US - suspended
  • Canada - suspended
  • Hong Kong - suspended
  • Japan - suspended
  • Singapore - suspended
  • South Korea - normal services resumed as at 8 April 2020. Expected time-frames as per Australia Post advice: Express Service - approximately 4-6 business days; Standard Service - approximately 6-10 business days. 

Exclusionsdue to customs regulations, some items are not available for international delivery. These are usually noted on the product description page – see below for further information.

Despatch times

Most orders are despatched either the same day they are placed or the day after. We do not ship orders on Saturday, Sunday and Public Holidays. Despatch times may be slower during annual holiday periods like Easter and Christmas.

Coronavirus - at this stage we are still managing to get your orders out either the same or next day.

SHIPPING & HANDLING FEES WITHIN AUSTRALIA

STANDARD SHIPPING

  • STANDARD SHIPPING is FREE for orders over $50* (some location exclusions apply – see below)
  • $6.95 standard shipping for orders up to $50*

Note: The $50 free shipping threshold applies to the grand total after deduction of any applicable discount/s and does not include shipping charges.

Multiple orders: for customers who place 2 or more separate orders with the same shipping address close enough together that they are processed by us at the same time, we may combine the orders into one parcel. In this case, the customer will not be entitled to a refund of any shipping fees paid. If the combined order subtotals exceeds the free shipping threshold, we may agree to give the customer a store credit for all standard shipping fees paid. If the combined order subtotals is below the free shipping threshold and the customer has paid 2 lots of shipping charges, we may agree to give the customer a store credit for 1 lot of shipping charges only.

EXPRESS SHIPPING

  • EXPRESS SHIPPING OPTION FOR AUSTRALIAN ORDERS - $12.95. Express Shipping orders will be shipped either the same day or next business day. There is a maximum 3 kg package limit for Express orders. Orders exceeding 3 kg when packed will be sent via Standard Post and the difference between the Standard Shipping payable (if any) and Express Post charges paid will be refunded to you.
    Note: Express Shipping option may not always be available during store-wide sales and discount promotions and may not be available to locations that are also excluded from Free Shipping - see below for postcodes.

Multiple orders: for customers who place 2 or more separate Express Post orders with the same shipping address close enough together that they are processed by us at the same time, we may combine the orders into one parcel. In this case, the customer will not be entitled to a refund of any Express shipping fees paid but we may agree to give the customer a store credit for 1 lot of Express Post fees paid by the customer.

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*FREE SHIPPING LOCATION EXCLUSIONS:
Due to higher shipping costs, some Australian destinations are not included in the $50 free shipping threshold. Based on Australia Post shipping zones, these destinations include towns located in rural areas or other places outside metropolitan areas, as well as suburbs within metropolitan areas of cities located further away from Sydney, Australia. For affected locations, shipping fees are weight-based and will be calculated at checkout. These locations may also be excluded from store-wide FREE SHIPPING promotions and there is no Express Shipping option for these areas.

As a guide, postcodes affected are as follows:

QLD COUNTRY MID (Zone Q3)
4454-4499, 4694-4802, 4804-4805, 9920-9960
QLD COUNTRY NORTH (Zone Q4)
4803, 4806-4999, 9961-9998
SA COUNTRY
2880-2889, 5201-5749
WA PERTH METRO (Zone W0)
6000-6030, 6036, 6050-6066, 6069, 6076, 6090-6110, 6112-6120, 6147-6160, 6162-6175, 6180, 6182-6206, 6210, 6800-6990, 6992-6996
WA PERTH (Zone W1)
6031-6035, 6037-6049, 6067-6068, 6070-6075, 6077-6089, 6111, 6121-6146, 6161, 6176-6179, 6181, 6207-6209, 6211-6214, 6991, 6997-6999
WA COUNTRY SOUTH (Zone W2)

6215-6700
WA COUNTRY NORTH (Zone W3)
6701-6797
NT NEAR (Zone NT1)
0800-0802, 0804-0821, 0828-0851, 0853, 0860-0861, 0870-0871, 0873-0879, 0906-0999
NT REMOTE (Zone NT2)
0803, 0822-0827, 0852, 0854-0859, 0862-0869, 0870-0871, 0873-0879, 0906-0999
NORFOLK IS. (Zone NF)
2898-2899
CHRISTMAS & COCOS IS. (Zone W4)
6798-6799

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Gladesville, Ryde, North Ryde & Macquarie Park areas

If you live within Gladesville, Ryde and immediate surrounding areas - please contact us and we may be able to arrange free delivery.

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Estimated Delivery Times for Australian orders

Standard Shipping generally takes around 2-7 days based on your location. Delivery to remote locations may take longer. 

Express Shipping normally arrives the next business day after despatch to locations in the Express Post Network and includes Saturdays in Sydney. For more information on locations within the Express Post Network, please visit Australia PostPlease note: Under our contract with Australia Post, next business day delivery is NOT guaranteed with Express Post. We cannot refund any Express Shipping costs paid by you if we send your parcel by Express Post and Australia Post does not deliver the next business day.

Coronavirus - Australia Post may take longer than usual to get your parcel to you during the current pandemic. Please make use of your tracking number to track the progress of your parcel shipment via Australia Post website. Please also note that Australia Post have implemented social distancing deliveries. Unless you give an Authority to Leave, you will still be required to be at home to accept delivery but you will not be required to sign - the driver will sign for you in your presence to limit personal contact.

RESTRICTIONS - Nail polish & polish remover, pure essential oils, products containing ethanol/alcohol

For Australian orders, parcels containing potentially flammable ingredients (perfumes, nail polish, nail polish remover, pure essential oils and products with ethanol/alcohol) must be sent by road transport and cannot be sent by Air or Express Post. If you have paid for Express Post and your order includes these items, your order will be sent by road via Standard Post and we will refund the difference between the Standard Shipping fees payable (if any) and the Express Shipping fees paid by you.

Free Shipping Promotions

Any store-wide free shipping promotions which may be held from time to time are for Australian orders only, and for standard shipping only, unless otherwise stipulated.

INTERNATIONAL SHIPPING & HANDLING FEES

***PLEASE NOTE***

As a result of Coronavirus and various Government regulations, flight disruptions and flight cancellations, the only international destination we are currently shipping to is New Zealand. All other international locations have been temporarily suspended. (As at 8 April 2020) 

NOTE: INTERNATIONAL CUSTOMERS MUST PROVIDE A CONTACT PHONE NUMBER AT CHECKOUT - THIS IS A CUSTOMS REQUIREMENT. FAILURE TO PROVIDE A PHONE NUMBER MAY CAUSE A DELAY IN SHIPPING OF YOUR ORDER.

International shipping & handling fees will be calculated at checkout based on the shipping method chosen and the total weight of the parcel. Total weight includes products plus packaging.

Estimated delivery times for international orders (prior to Coronavirus)

  • International Standard - approximately 3-10 business days
  • International Express - approximately 2-4 business days

These are only ESTIMATED delivery times and are for deliveries between metropolitan areas of major cities. This excludes time in customs (if applicable) and may be subject to delays due to causes outside of our shipping carriers' control. Actual delivery times may be longer.

International weight restrictions

International Standard & International Express - maximum 10 kg (22.05 lbs)

Notwithstanding these weight restrictions, Naturally Safe Cosmetics reserves the right to reject any international orders that it deems are too bulky or heavy. In this instance, your order will be cancelled, you will be notified and your payment refunded.

Exclusions – Prohibited & Restricted Products

Due to Australia Post and international customs regulations, some products cannot be shipped internationally. This may include certain oils (coconut oil, essential oils), products containing ethanol, alcohol or other flammable ingredients (nail polish/remover, perfume) and dietary supplements. Items not able to be shipped internationally will be marked as such on the product description page. If your order contains items we cannot ship internationally, we will refund you for the cost of those items.

Duties & taxes - customs & import duties

International customers are responsible for payment of any customs/import duties and taxes that may be applicable to their purchase. Please check before ordering.

GENERAL SHIPPING TERMS & CONDITIONS

Shipping Confirmation

Once your order has been despatched, you will receive an email confirming shipment, what we have sent, and the Australia Post consignment (tracking number) of the shipment. You can then track your order on the Australia Post website or by calling Australia Post customer service on +61 13 76 78. International customers may also be able to track their parcels via their national carrier's website, e.g. USPS for United States.

Multiple Shipping Addresses

Where a customer has given both a street address AND a PO Box number for their shipping address, Naturally Safe Cosmetics will send the parcel to the PO Box.

Non-Receipt of Parcel

If your parcel has not arrived within the expected time frame, you can carry out a tracking search via the Australia Post website. Missing or non-delivered parcels must be reported to us within 21 days of the date of your order (or 42 days for international orders) so that an investigation can be commenced with Australia Post.

Incorrect Address

Naturally Safe Cosmetics will not be responsible for any parcels delayed, lost or not delivered as a result of customers giving the incorrect shipping address. If a parcel is returned to Naturally Safe Cosmetics due to incorrect address and the customer wishes to have it re-sent, the customer will be responsible for paying the full shipping costs payable to Australia Post to re-send the parcel to the correct address. The customer will be advised of this amount by Naturally Safe Cosmetics and payment must be received within 7 days of notification, otherwise Naturally Safe Cosmetics will retain the parcel and process a refund for the value of the products only. The customer will not be entitled to a refund of any shipping charges paid by the customer for the original shipment. Orders that qualified for free shipping on the original shipment will have the actual shipping costs paid by Naturally Safe Cosmetics to send the original parcel deducted from the refund.

Unclaimed Parcels - Australia

Parcels that have had a "failed delivery attempt" are usually taken to a nearby post office and a note left for the recipient advising them that this is the case. Customers are responsible for collecting their parcels from the post office. Most post offices will only hold parcels for a limited time before they are returned to sender. Within Australia, you'll normally have 10 business days to collect your parcel before it is returned to sender.

Re-sending of Unclaimed Parcels - Australia

Any unclaimed parcels returned to us by our shipping carrier can only be re-sent following payment by the customer of the actual cost required to re-send the parcel, even if the original order was entitled to free shipping. The customer is not entitled to free shipping on re-sends. Where a customer paid shipping fees the first time a parcel was sent, please note that the actual cost of shipping the parcel a second time may be higher than the shipping charges originally paid by the customer, as Naturally Safe Cosmetics subsidises the majority of parcels despatched to our customers. Naturally Safe Cosmetics will advise the customer of the amount required to re-ship the parcel in this event. Payment of this amount must be within the time specified by Naturally Safe Cosmetics when contacting the customer.

Refunding of Unclaimed Parcels - Australia

If Naturally Safe Cosmetics has fulfilled its obligation in shipping a parcel AND there has been a failed delivery attempt resulting in the parcel being 'returned to sender' AND the customer has not arranged for payment of shipping fees to re-send the parcel within the time specified by Naturally Safe Cosmetics when notifying the customer of the returned parcel and the postage charges required to re-send, then a refund for the purchase will be made, subject to the following deductions:

  • Any shipping charges paid by the customer on the original purchase will be deducted from the refund or, if no shipping charges were paid by the customer on the original purchase, the actual shipping costs paid by Naturally Safe Cosmetics to send the original parcel will be deducted from the refund; AND also
  • The 'return to sender' fee charged by Australia Post for unclaimed parcels sent back to Naturally Safe Cosmetics will also be deducted from the refund.

Unclaimed Parcels - International

Parcels that have had a "failed delivery attempt" may be taken to a nearby post office and a note left for the recipient advising them that this is the case. Customers are responsible for collecting their parcels from the post office. Most post offices will only hold parcels for a limited time before they are returned to sender. Check with your country's postal service or local post office to find out more information.

Re-sending of Unclaimed Parcels - International

Any unclaimed parcels returned to us by our shipping carrier will only be re-sent following payment by the customer of the actual cost required to re-send the parcel. Naturally Safe Cosmetics will advise the customer of the amount required to re-ship the parcel in this event. Payment of this amount must be made within 10 days.

Refunding of Unclaimed Parcels - International

If Naturally Safe Cosmetics has fulfilled its obligation in shipping a parcel AND there has been a failed delivery attempt resulting in the parcel being 'returned to sender' AND the customer has not arranged for payment of shipping fees to re-send the parcel within 10 days of being notified by Naturally Safe Cosmetics of the postage charges required, then a refund for the purchase will be made, subject to the following deductions:

  • The shipping charges paid by the customer on the original purchase will be deducted from the refund; and
  • The 'return to sender' fee charged by Australia Post for unclaimed parcels sent back to Naturally Safe Cosmetics will also be deducted from the refund.

Shipping Instructions Including Authority to Leave

Customers may include any relevant shipping instructions in the Order Comments Box at checkout, including an Authority to Leave the parcel if no-one is home. You may also include specific instructions as to where the parcel is to be left. If you give an Authority to Leave but do not specify location, our shipping carriers will leave the parcel in a safe place if there is one. If you are not usually at home during the day to take delivery of your parcel, you may prefer to have your parcel delivered to your place of work or to a post office parcel locker. Parcels that have been returned to Naturally Safe Cosmetics undelivered will only be re-sent to the customer at the customer's expense. 

Whilst we are happy to pass on your delivery instructions to our shipping carriers, please note the ultimate decision regarding delivery instructions and whether or not to leave a parcel lies with the delivery person and is not within the control of Naturally Safe Cosmetics. 

Naturally Safe Cosmetics accepts no responsibility for the safety of parcels once they have been left at your premises by Australia Post or another shipping carrier, either with or without Authority to Leave.