SHIPPING, RETURNS & REFUNDS
Order Processing and Dispatch
Please allow 2–3 business days for your order to be packed and dispatched. Dispatch may occasionally be delayed due to stock availability. If this occurs, you will be notified as soon as possible and your order will be placed on hold until the item becomes available. Once your order has been dispatched, you will receive two emails: one from Indigenous Aesthetics confirming dispatch and providing your shipment number, and one from Australia Post containing your tracking ID. Parcels can be tracked using the Australia Post tracking service. While we aim to dispatch orders promptly, delivery timeframes are dependent on Australia Post. We recommend allowing sufficient lead time before any event. If your order is time-sensitive, we strongly recommend selecting Express Post at checkout.
Shipping Information
Indigenous Aesthetics currently delivers to addresses within Australia. If you reside outside Australia and wish to place an order, please contact hello@indigenousaesthetics.com prior to purchasing. We reserve the right to select the shipping method and courier. Standard shipping is via Australia Post Standard, with Express Post available at an additional cost. Some orders, including bulky or oversized items or unusually large quantities, may require additional shipping arrangements. If your order exceeds standard shipping limits, we will contact you with a revised shipping quote for approval prior to dispatch.
If an incorrect or incomplete delivery address is provided, or a parcel is returned to us as undeliverable due to customer error or failure to collect, a re-delivery fee of $20.99 (AUD) may apply to cover return and re-shipping costs.
Returns, Refunds and Change of Mind
We want you to be happy with your purchase. If you change your mind, you may request a return within 14 days of receiving your order, provided the item is unused, in its original packaging, in the same condition as received, and accompanied by proof of purchase. To request a return, please contact us before sending the item back. Returns sent without prior approval will not be accepted. Customers are responsible for return shipping costs for change-of-mind returns, and original shipping fees are non-refundable. Once your return is received and inspected, you will be notified of the outcome. Approved refunds will be issued to the original payment method within 7 business days of receiving the return, noting that processing times may vary depending on your financial institution.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for goods that are faulty, damaged, unsafe, or not as described. If you receive a faulty, damaged, or incorrect item, please contact us immediately upon receipt. In these circumstances, Indigenous Aesthetics will cover reasonable return postage costs and provide a remedy in accordance with Australian Consumer Law.
Sale Items
Sale or discounted items are not eligible for change-of-mind returns, refunds, or exchanges. This does not affect your rights under Australian Consumer Law for faulty or defective goods.
Delivery Delays and Lost Parcels
Delivery delays may occur due to circumstances beyond our control, including postal or courier disruptions. Indigenous Aesthetics is not responsible for delays caused by Australia Post; however, we will assist where possible. If a parcel is lost in transit, we will support you in lodging an investigation with Australia Post and provide remedies in accordance with Australian Consumer Law once the investigation outcome is known.
Exchanges
If you wish to exchange an item, please contact us prior to returning the product to arrange the exchange. Exchanges are available for full-priced items only and are subject to stock availability. Any price difference will be refunded or charged using the original payment method.
Damaged or Incorrect Goods
Please inspect your order upon delivery. If your item arrives damaged, faulty, or incorrect, contact us immediately so we can resolve the issue promptly.
Liability
To the extent permitted by law, Indigenous Aesthetics is not liable for indirect or consequential loss arising from delivery delays or events beyond our reasonable control. This clause does not limit any rights or remedies available to you under Australian Consumer Law.
Closed Days
Indigenous Aesthetics is closed on Good Friday and Christmas Day. Orders placed during these periods will be processed on the next business day.
Questions
If you have any questions regarding shipping, returns, or refunds, please contact hello@indigenousaesthetics.com or submit an enquiry here.