Ordering, Shipping, Returns & Refunds
All orders have a maximum turnaround of 3 BUSINESS DAYS for dispatchment (MONDAY TO FRIDAY ONLY).
We don't process orders during weekends.
OUR WEEKLY DISPATCHMENT SCHEDULE:
DUE TO HEAVY DELAYS CAUSED BY COVID-19, WE DO NOT HAVE ESTIMATED TIMES OF ARRIVAL FOR PARCELS AT THIS TIME. PLEASE CONTACT AUSTRALIA POST DIRECTLY WITH YOUR TRACKING NUMBER FOR ENQUIRIES.
WE ONLY CATER FOR AUSTRALIA AND NEW ZEALAND. WE DO NOT SEND ORDERS TO ANY OTHER LOCATIONS.
We ceased the usage of Paypal for our online store and in-person appointments due to security concerns.
Our current payment provider for the online store is called STRIPE.
It is illegal to store credit card details from customers after online purchases in Australia.
Although credit card details always need to be entered via Stripe with each purchase on our website, we aren't given any credit card details.
The card details of each customer are always completely encrypted, so we don't see or receive anything.
You can rest assured that your financial details are protected by the provider and never passed on to us.
Stripe is more secure than PayPal because they automatically screen each order for fraud. If there are any alarm signs in the order, they immediately block it from happening.
Stripe is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
To accomplish this, they use the best-in-class security tools and practices to maintain a high level of security. This means peace of mind for us as a seller and you, as the customer.
For more information about Stripe and their security policies, you may visit: https://stripe.com/docs/security/stripe.
SHIPPING WITHIN AUSTRALIA:
- All orders are shipped via standard eParcel services with Australia Post.
- Our Standard eParcel Flat Rate for Shipping and Handling is AUD$7 for all orders.
- Our Express eParcel Flat Rate for Shipping and Handling is AUD$10 for all orders.
- You will receive a tracking number once your parcel has been processed. This tracking number will be sent automatically by Australia Post to the same email address that you choose to include in your order.
SHIPPING TO NEW ZEALAND:
- Standard Shipping and Handling to New Zealand is available at a flat rate of AUD$18.
- Express Shipping and Handling to New Zealand is available at a flat rate of AUD$28.
- All orders are sent via International eParcel services, through Australia Post.
- We don't offer order pick-ups.
RETURNS & REFUNDS:
- We do not accept returns of any products that have been opened, used or due to "change of mind".
- If an item is missing in your order or you have received the wrong item, please contact us as soon as possible and we'll rectify the error.
- If a product doesn't work for you, we recommend joining a Facebook group called "Aussie Curlies - Buy, Swap & Sell", so that you can sell any product that has been used, but deemed unsuitable for your hair. This group accepts sales of products that are Curly Girl Method approved only. Click HERE to join.
- If your order has arrived with leakages, please contact us with at least 3 photographs of your order, within 48 hours of receiving it. We need photographs that clearly show: how the order arrived (showing the leakage on the packaging), the contents from the inside of the product and a photograph that shows the demarcation like of the contents from the outside of the product. Emails requesting resolutions after 48 hours of delivery or without any evidence will be rendered false.
- We do not accept enquiries to change orders that have been paid and submitted.
- Please ensure that you double-check your Cart before proceeding to Checkout.
- We are not able to make any modifications or consolidations to finalised orders.