Shipping & Returns Policy
Last updated: January 2025
Processing Times
Orders are typically processed within 1–3 business days (Monday to Friday, excluding Australian public holidays). You will receive a shipping confirmation email with tracking details once your order has been dispatched.
During peak periods (sales, holidays) processing times may be slightly longer. We appreciate your patience.
Shipping Rates
| Destination | Method | Rate |
|---|---|---|
| Australia (all states & territories) | Standard Post | $9.95 AUD |
| Australia (all states & territories) | Free Shipping | Orders over $75.00 AUD |
| International | Contact us | Calculated at checkout |
Domestic Delivery Timeframes
Once dispatched, estimated delivery times within Australia are:
- QLD, NSW, VIC, ACT: 2–5 business days
- SA, WA, TAS: 4–8 business days
- NT: 5–10 business days
- Remote areas: Additional time may apply
These are estimated timeframes provided by Australia Post and are not guaranteed. We are not responsible for delays caused by the carrier, weather, or other factors outside our control.
International Shipping
We currently ship to selected international destinations including New Zealand, United States, United Kingdom, and Canada. International shipping rates and timeframes are calculated at checkout.
Customers are responsible for any customs duties, taxes, or import fees applicable in their country. Holistic Wellness cannot be held responsible for delays due to customs processing.
Order Tracking
Once your order is dispatched, you will receive an email with your tracking number. You can track your parcel via Australia Post's website.
Lost or Damaged Parcels
If your parcel appears lost (no movement on tracking for more than 10 business days), please contact us and we will lodge an investigation with the carrier on your behalf.
If your order arrives damaged, please photograph the packaging and the damaged item(s) and contact us within 5 days of delivery. We will work to resolve this as quickly as possible.
Returns & Exchanges
We accept returns for change of mind within 14 days of delivery, provided the item is:
- Unused and in its original condition
- In original packaging (where applicable)
- Not a final-sale or clearly marked non-returnable item
To initiate a return, please contact us with your order number and reason for return. Return shipping costs for change-of-mind returns are at the customer's expense. We recommend using a tracked service as we cannot be responsible for returns lost in transit.
Once we receive and inspect the returned item, we will process your exchange or refund within 3–5 business days.
Refunds
Approved refunds are processed back to the original payment method. Please allow 5–10 business days for the funds to appear in your account, depending on your bank or card issuer.
Shipping charges are non-refundable for change-of-mind returns unless the item arrived faulty or we made an error.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 14 days of delivery with your order number and photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Questions?
We're here to help. Send us a message and we'll get back to you within 1–2 business days.