Processing time:
We aim to carefully package and ship your order within 2 business days. You will be notified as soon as your order has been processed and shipped!
Delivery delays can sometimes occur, these are beyond our control, and we apologise for any inconvenience this may cause.
Orders with presale items will be shipped together, we aim to keep the ETA up to date on the relevant product pages but as above, delivery delays can occur and are out of our control.
Local Delivery:
Local delivery is available within a certain radius. To find out if your address qualifies and the delivery fee, please proceed to checkout.
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For deliveries within 3 km: Delivery is free and will generally be completed on the same day if the order is placed before midday.
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For deliveries greater than 3 km: Deliveries will be made on Thursdays and Fridays only, within 4-5 business days from the order date.
Please note, we generally do not offer weekend deliveries.
Free local pickup:
Free local pickup is available Monday through Friday. You will receive an email once your order is ready for pickup, usually within 4 business hours. Please select a time slot and respond to the email.
Weekend pickup can be pre-arranged. Please contact us when placing your order to schedule a time.
Western Australia:
- Perth Metro: Calculated at checkout, $10 Maximum; FREE delivery for orders over $200 (maximum 25kg, PO Box, parcel lockers and parcel collect don't qualify).
- Rest of WA: $200 minimum for free delivery (maximum 5kg).
- Shipping calculated at checkout for all other orders.
If you're in the Perth Metro area and haven't been offered free or discounted delivery for eligible orders, please contact us directly at hello@botanicbalance.com.au to arrange.
Rest of Australia:
Shipping Calculated at Checkout (4-10 Business days)
FREE deliveries on all orders over $200 (Maximum 5kg order)
New Zealand:
Shipping Calculated at Checkout, shipped by Auspost.
Shipping Partners:
Shipping is completed by Aramex, Sendle and Australia Post. Note Sendle cannot deliver to Parcel Lockers, Parcel Collect or PO Boxes.
Notifications:
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Queries or questions about your order:
Please allow at least 2 business days after placing your order before contacting us. If you are unhappy with your order due to quality or a discrepancy, please email us and we will aim to resolve your issue.
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Given the nature of our product, we do not provide refunds or exchanges where you have changed your mind about your purchase. This is unless the product is sealed, un-used and in a re-saleable condition. If you do need to return your order, you need to email your request to hello@botanicbalance.com.au and we will send an address for you to send your unopened product to us. We must receive the returned goods within 30 days of your order. Shipping a return is at your cost, and unfortunately, we are unable to refund your original order’s shipping cost.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@botanicbalance.com.au
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