How do I get free shipping?
Australia: All orders over $55 are automatically eligible for free standard shipping
International: All order over $150 are automatically eligible for free express shipping
Eligibility based on 4.4 pounds / 2kg or less shipping weight.
How can I track my order?
Once you complete your order and we dispatch your parcel, you will receive a notification (by email or SMS depending on the contact details you provided at checkout) with the tracking number. You can click on that link to track your parcel. If you have not seen this email, please check your spam folder.
If the link is broken, you can always copy and paste the tracking number on Australia Post’s tracking page https://auspost.com.au/mypost/track/
How long will my order take?
Below are the estimated transit times provided to us by Australia Post, our national Australian carrier. These are indicative and may vary subject to weather, sale periods and peak holiday seasons.
Australia Standard Post
Metro + NSW: Up to 3 business days
Rest of Australia: 3-6 business days
Australia Express Post
Metro + NSW: Next business day
Darwin + Rest of Australia: Up to 2 business days
International Express Post
Singapore, Hong Kong: 2-3 business days
New Zealand : 3-4 business days
USA, Canada, South Korea, Japan: 4-5 business days
Where is my parcel?
If you have not received your parcel within the time frames above and have been unable to track your order using the tracking number we supplied, please send an email to email@example.com with your order number ASAP.
Can you send Express post in Australia?
Yes, we also offer an express post option at check out for $10 or $20 depending on the weight of your order. We use Australia Post Express Post service and whilst this service includes next business day delivery for major metro areas, we cannot guarantee next day delivery by Auspost.
Which postal service do you use for shipping?
All our parcels are dispatched using Australia Post eparcel service and include a tracking number for your peace of mind and ours. No orders can be sent economy, sea or untracked.
Can my parcel be left on my doorstep if I am not home?
Australia Post will require you to sign all Akhal Beauty parcels by default. If you wish for your package to be left in a safe place such as your doorstep, you can select Authority to Leave (ATL) once you receive the shipment notification. Any packages marked at ATL cannot be replaced if they go missing, are stolen or damaged by dogs, etc. This option is chosen at your own risk.
I am an international customer and I can’t see any tracking details on my parcel once it has reached my country
Once your Akhal Beauty parcel arrives in your country it is transferred to your national Postal service (USPS, Canada Post, KoreaPost, JP Post, SingPost, NZPost, Hong Kong Post). If you have any issues with the parcel, the most efficient way to get an update is to contact the customer service of your postal service as they will have more scanning / tracking data on the parcel than their Australian counterpart.
I am an international customer and I have been asked to pay a fee to collect my parcel.
Large international orders may be subject to custom duties, foreign taxes or other fees which may be imposed by customs in your country. The responsibility for those charges rests with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties in your country for skincare products.
Can I pick up from your offices?
Unfortunately, we are unable to offer pickups at this stage.
Returns / Exchanges
What is your return policy?
We stand 100% behind our products. If you are unsatisfied with our products, please email us within 7 business days of delivery and we will arrange a free return provided the products are unused, sealed and in their original condition. If you wish to return an item, we will provide you with a prepaid return label. Please contact us with your order number and the product(s) you wish to return.
I have been sent an incorrect item / there is a missing item?
If there is an issue with your order (incomplete or incorrect), please email us within 7 days of receipt and we will guide you through the replacement process. Please include in your email to firstname.lastname@example.org your order number, the item(s) which are missing, or the incorrect item.
My item(s) are faulty / damaged?
Items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable period. In accordance with ACCC, where possible, we will offer to replace faulty items. You will receive a full refund if the item cannot be replaced. For all faulty item queries, please send an email to email@example.com with your order number and a photo of the faulty / damaged item and we will guide you through the replacement process.
Can I return an item purchased on sale?
Items purchased on sale cannot be refunded or returned.
How do I return an item?
Please email firstname.lastname@example.org so that we can issue a return label and guide you through the return process.
Where is my refund?
As soon as we receive your returned item, we will process your refund as soon as possible. However, please note that you need to allow up to 7 business days for your refund to appear in your account. The refund will be issued in the same method used for payment. If you have used Afterpay, the payment will be reversed, and your refund will be split into 4 refunds to match your 4 afterpay payments. More information on Afterpay can be found here.