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FAQs

How long will it take to receive my order?

We aim to dispatch your order the next business day. During busy periods, there may be delays on your order being shipped out. Once it is dispatched from our warehouse, you will receive a tracking number via email from Australia Post.

If your order is taking longer than usual to arrive, please contact Australia Post directly for an estimated delivery date. Unfortunately, once your order has left our warehouse, we have no control over its journey.

Please note: Australia Post is experiencing delivery time delays due to

  • an increase in demand
  • adopt additional safety measures (physical distancing) at the distribution centres.
  • Reduction in air freight capacity

Australia Post has advised that delivery may take up to 14 days. For more information CLICK HERE

For more information about estimated delivery times, please see our Shipping Information page on our website.

Why didn’t I get my discount code after subscribing to your newsletter?

Sometimes our Welcome note, which includes your discount code, gets mistaken by your email provider as spam or junk mail. Please check your spam or junk mail folders in your email account.

If you have previously subscribed and unsubscribed to our communications, you will not receive the welcome note. Please email us at [email protected] if you wish to be re-subscribed to our communications.

Why isn’t my welcome discount code working?

The discount code can only be used once per customer on full-priced items. It cannot be used in conjunction with any other promotional offers or discounted bundles.

When entering your discount code at checkout, please ensure you click ‘apply’ to receive the discount on the products in your cart. Please note, the discount code is case sensitive. Please enter the code at checkout exactly how it is written in your welcome email.

Why isn’t the free gift with purchase adding to my cart?

When offered, a free gift with purchase may not be adding to your cart because your order doesn’t meet certain requirements.

You will not receive the free gift:

  • if cart total does not meet required purchase amount to redeem the free gift
  • if cart includes already discounted items
  • if you are already receiving a discount as a Practitioner or Wholesale customer
  • if you have already redeemed the free gift with a previous order

Can I use my gift voucher online?

Unfortunately, we are currently unable to process gift vouchers online. We are in the process of making this option available on our website. In the meantime, if you are unable to redeem your gift voucher in one of our stores, you may post (reply paid) your gift voucher to Head Office with the products you would like to purchase, as well as your name, contact number, email and postal address. Please email us at [email protected] for the reply-paid address.

How do I create an account on your website?

To create an account, click here. 

Why can’t I complete my order at checkout?

If you are having problems completing your order, it may be attributed to one of the products in your Shopping Cart. Some of our products, such as our pure essential oils, are considered ‘Dangerous Goods’ by shipping regulations and can only be sent by road. This information can be found on the product’s page under ‘Shipping Info’. If you have entered an overseas delivery address or selected ‘Express Post’ delivery within Australia, the website will not allow you to complete the order.

If you cannot get past the page where your shipping details are entered, please ensure you click ‘update’ after entering your details and wait a few moments for the page to update with your details.