See our most frequently asked questions below...
What is your returns policy?
Please visit our Returns Policy page for information.
We will exchange or credit the full purchase amount (except for delivery charges and an $8 restocking fee) on any items 7 days from delivery that are returned to us, provided that they're received by us in an unopened, unused state, in the original packaging. 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
4. Water Distillers, Kuvings Juicers & Carillon Healing Bowls
5. doTERRA Products
6. Lipsilk Chemical Free Lipbalm
7. Raw Juice Powders
8. Breath Ez Nasal Spray
9. Internal House Cleanse Spray
10. Blinky Luxe Collection
All items will be inspected by us once received to ensure that they're in resalable 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 resalable condition once received by us will not be refunded, exchanged or credited.
An $8 restocking fee will be deducted from the credit or refund amount.
If you need to proceed with a return, please contact us with your order number and a team member will provide you with our return address.
If a product has arrived damaged in your parcel, you must notify us within 72 hours from the time your order was delivered.
Please email our customer service team with images of the damage to email@example.com and we will organise a replacement. We do not offer refunds for damaged items. Depending on the nature of the damage, we may also request the product be returned to our HQ for further inspection.
Can I change or cancel my order once it has been processed?
Unfortunately we are unable to change or cancel your order once it has been processed.
Who do you use for delivery and what is the cost?
For deliveries within Australia, parcels are shipped with Aramex, Australia 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 more information please see our shipping information page.
I emailed Customer Service but haven't heard back yet. Why is that?
We aim to respond to all inquiries within 3 business days, 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.
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 2-4 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 7-18 business days;
North America can take between 7 to 18 business days;
United Kingdom can take between 7 to 18 business days;
Europe can take between 7 to 18 business days.
Please visit our shipping information page for more information.
My Parcel Hasn't Arrived?
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?
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 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.