HOW TO GET FREE SHIPPING FREE
Standard Ground Shipping within Australia and New Zealand on orders $50 and over (after any discounts or promotions have been subtracted).
All orders ship Monday through Friday, excluding public holidays within Australia. Orders must be placed by 9am AEST Monday - Friday to start processing on the same day. Processing time usually takes 1 -2 business days. Delivery times are based on orders placed between Monday - Friday. We regret that we cannot ship outside of Australia at this time. Please contact us with any shipping concerns.
If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please our customer service department.
We want you to love your Fragrance Artisans purchase, so if you are not totally satisfied, please send an email to firstname.lastname@example.org within 7 days of your purchase, and we will provide a return authorisation and mailing information. Simply return the unused portion, and we will be happy to remit your account for the full amount of your purchase, minus shipping. Please Note: only items purchased on www.fragranceartisans.com.au may be accepted for return. To return a product, please send an email to email@example.com and we will provide a return authorisation and mailing information. Our warehouse does not accept returns. We cannot ensure that we will be able to properly locate and handle your return or exchange without the return authorisation and the correct return address. We recommend that your return or exchange is sent via registered Australia Post or Sendle for your protection and to insure prompt delivery. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item. If you are shipping an item we recommend that you use a shipping service with reliable tracking, or that you purchase shipping insurance. We cannot guarantee that we will receive your returned item. Please note there are no returns on sale items.
If you need to exchange a product for the same item, send an email to firstname.lastname@example.org and we will provide an exchange authorisation and mailing information. Our warehouse does not accept returns or handle exchanges. We cannot insure that we will be able to properly locate and handle your return or exchange without the exchange authorisation and the correct return address.
If you would like to return a gift, we can provide a site credit for the value of your return if the item shipped directly to you.
MISSING OR DAMAGED PACKAGES
If your package was damaged during transit, save the box and merchandise and notify us immediately at email@example.com We will arrange for Sendle to pick up and inspect the damaged package and the damaged items will be replaced. If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. If applicable, please check your mail room or front desk reception. You could also check with other members of your household and neighbours to see if they received the package on your behalf. If the package is still not found, we will start a trace with Sendle, and take the required follow-up steps. This process takes approximately 2-3 business days.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.
LATE OR MISSING REFUNDS
If you haven't received your refund after 5-10 business days we recommend contacting your bank and/or credit card company. It may take some time before your refund is officially processed and posted. If you have done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org