See our most frequently asked questions below...

What is your returns policy?

We will exchange, refund or credit the full purchase amount (except for delivery charges) on any items 7 days from delivery that are returned to us, provided items are in un-opened, un-used state, in the original packaging and in re-saleable condition. Returns must be accompanied by a note that includes your name, email address, order number and date of purchase.

Please note we do not accept returns on the following products: 

1. Enema Kits - Due to health and safety regulations

2. Electronic Information Series - Including E-FDR and B4B USB

3. Farmacist Desk Reference Book Set (FDR)

4. Water Distillers, Kuvings Juicers & Carillon Healing Bowls

All items will be inspected by us once received to ensure that they're in re-saleable condition prior to any refund, exchange or credit being issued. Returned items are the purchaser's responsibility until such time as they arrive at the return delivery address, therefore "registered post" is recommended. All delivery charges associated with returning any products to us are the sole responsibility of the purchaser and will not be reimbursed by us. Any returns that are damaged or deemed by us not to be in re-saleable condition once received by us will not be refunded, exchanged or credited. 

If you need to proceed with a return, please contact us.

Who do you use for delivery and what is the cost?

For deliveries within Australia parcels are shipped with AramexAustralia Post or Sendle. A AUD $9.90 standard flat rate shipping fee applies to orders up to the value of AUD $200. No delivery charge applies to orders valued at AUD $200 or more.

For international deliveries, parcels are shipped with Australia Post International or DHL Express. We offer free express shipping for international orders over AUD $500. For international orders less than AUD $500, shipping charges vary and are calculated at check out by Australia Post International and/or DHL Express delivery rates based on the items contained within the order and the destination address. 

For deliveries to countries outside of Australia, import duties and taxes may apply and do vary from country to country. Should they be applicable, these charges are the sole responsibility of the purchaser.

How long will it take to deliver my order?

Our dispatch team works as quickly as possible to carefully pack and ship your order to you within 1-2 business days from your order date.

Estimated delivery times after dispatch within Australia are:

- SE QLD and Sydney delivery are usually 2-3 business days;

- VIC, ACT & NSW postcodes are usually 2-4 business days; 

- SA, NT and TAS postcodes can take between 3-7 business days;

- WA postcodes can take between 7 to 14 business days

Estimated delivery times after dispatch to countries outside of Australia are:

- New Zealand can take between 5 to 7 business days;

- North America can take between 5 to 7 business days;

- United Kingdom can take between 6 to 10 business days;

- Europe can take between 6 to 10 business days.

Where 'Authority to Leave' has been requested, all liability is placed upon the recipient after the parcel has left our warehouse.

If you have not selected ‘Authority to Leave' and there is no one at your address to accept the parcel, a calling card may be left for you to arrange re-delivery with Aramex, Australia Post or DHL Express, or pick up your parcel from your nearest post office/local depot.

All items purchased from Tolman Self Care are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the courier. If your parcel is lost with the courier, you must contact them and seek compensation. 

If you have provided the wrong delivery address, are avoiding custom import duties and/or tax fees as an international customer or have not collected your parcel from the post office or local depot, we cannot be held liable. 

Your parcel may be returned to us, and whilst we can cover the couriers return fee, we cannot cover the reshipment fee. 

We do not refund any parcel that is returned to us due to incorrect delivery details entered by the customer on an order, customs and import duties being ignored by the receiver, or the parcel not being collected from the local depot or post office in time.

My Parcel Hasn't Arrived?

If it has been past 14 business days since you processed your order, please contact us.

If you have provided the wrong delivery address, are avoiding custom import duties and/or tax fees as an international customer or have not collected your parcel from the post office or local depot, we cannot be held liable. 

Your parcel may be returned to us, and whilst we can cover the couriers return fee, we cannot cover the reshipment fee. 

We do not refund any parcel that is returned to us due to incorrect delivery details entered by the customer on an order, customs and import duties being ignored by the receiver, or the parcel not being collected from the local depot or post office in time.

Which countries do you ship to?

We ship to most countries worldwide. 

How do I set up an account?

Simply click on Register and follow the prompts to set up a secure account.

I want to change my contact details, how do I do this?

Log into your account and follow the prompts to manage your online account.

Are my details secure?

Yes. At Essential Self Care Pty Ltd we take your privacy seriously. For more information please see our Privacy Policy. We store any information you give us securely and we use high-level SSL encryption technology which is the most advanced security software currently available for online transactions. We do not store your personal credit card information so you will need to provide this each time you purchase.

What forms of payment are accepted?

We accept American Express, Visa, MasterCard, PayPal, AfterPay and ZipPay. 

Why has my credit card been declined?

The most common reason for an order declining is that the billing address details have been entered incorrectly i.e. they don't match the details your bank has on file for the credit card you're using. To avoid this, please ensure that you enter in the address to which your bank statements are sent to in the 'billing address' section. For further details of declined payments, please contact your card issuer.All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your credit card refuses to or for some reason does not authorise payment to Essential Self Care then you will be notified of this during the checkout process.

My order didn’t go through, but I think I've been charged?

Only orders that make it through the completed checkout process are processed by our online payment gateway to your credit card.

My order was confirmed but an item is out of stock. Why is this?

If we are very low in stock of an item that you've ordered, on rare occasion, we may not be able to fulfil this item on your order immediately. If this is the case, we will contact you to let you know about the expected fulfilment time or to arrange a replacement, backorder or refund. 

I emailed Customer Service but haven't heard back yet. Why is that?

We aim to respond to all inquiries within 48 hours, so please hold tight. During peak holiday periods like Christmas or Easter, you may experience additional delays in receiving replies to your emails, but rest assured we will get back to you just as soon as we can.

I saw something I love but it’s sold out! Will you be restocking it?

Many of our products are hand-made by us in-house in small quantity batches and some are locally sourced from outside suppliers, so occasionally certain items may be out of stock temporarily if certain ingredients or products are unavailable.

If something appears out of stock on our website, it is usually only for a few days, so please check back again soon to see if it's available or contact us for an estimated time of arrival.

Can I exchange an item that was purchased Online?

Yes. We can exchange items returned to us 7 days from delivery, provided that they're received by us in an un-opened, un-used state, in the original packaging and in re-saleable condition. You can visit our Return Policy page for more information.

Can I change my order?

Please contact us as soon as possible. We will do our best to accommodate your request however there is no guarantee that any changes can be made once an order is placed.

What are 'Self Care Dollars'?

Self Care Dollars is our loyalty rewards program. Find out more at SC$ FAQ's.

x

Welcome to the Loyalty Points Demo Store :-)

Sign up and receive 5000 pts to test out in our Store.

Earning and redeeming Self Care Dollars

$1
Earns you
5
$1
Redeems to
1

Ways you can earn

  • Product Purchase
  • Refer a friend
  • Share on social media

Learn more about our program