Shopping on the Tolman Self Care website?
Please read the following information carefully and our list of most frequently asked questions before placing your order.
If you have any further questions, feel free to contact our customer service team at: firstname.lastname@example.org or by phoning +61 7 5560 3437 between the hours of 9am-4pm (Mon-Fri QLD, Australia time).
We may change these terms and conditions from time to time without notice to you.
Changes to your order can be made by contacting our Customer Service Team, however please keep in mind that orders are generally despatched same or next business day and once despatched no changes can be made.
We are happy to refund, exchange or credit the full purchase amount (except for delivery charges) on any items within 14 days of purchase that are returned to us if you change your mind, provided that they're received by us in an un-opened, un-used state, in their 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.
All items will be inspected by us once received to ensure that they're in re-saleable condition prior to any refund 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.
Any returns that are damaged or deemed by us not to be in re-saleable condition once received by us will not be refunded. We are not responsible for any items that are returned to us in error. All delivery charges associated with returning any products to us are the sole responsibility of the purchaser and will not be reimbursed by us.
If you need to proceed with a return, please email email@example.com and a team member will provide you with a return address and any additional information required.
How do I place an order?
Shopping online is easy! Just follow these simple steps:
Browse products in our online store which you can find at the top of the page. For more information on any product, simply click on the image to take a closer look. On each product page you will find information about the product, size and colour variations, stock availability, product delivery details, products ratings and reviews.
If you decide to purchase an item, add the item to your Shopping Bag by clicking the 'Add to Shopping Bag' button. Look out for matching or complementary items that may be available. Continue shopping across our store with brands you know and love.
A list of all items within your Shopping Bag will be displayed in the top right-hand corner of each page. You can view the contents of your Shopping Bag at any time by clicking ‘View Bag’ or you can proceed to Checkout if you have added all your products.
When you are ready to purchase your items, click the 'Shopping Bag' button. This will take you to the 'Shopping Bag' which lists all of the items you have chosen to purchase, as well as the subtotal of the cost. If any special offers are available on your chosen items, the details of these will be displayed in your 'Shopping Bag'. Make and update any changes to your order and remember to enter and verify your promotional code if you have one.
If you have previously registered with us you can login now so that you can track your order. New customers can ‘Checkout as a Guest’ where you will have the options of creating an account during checkout. Creating an account with Tolman Self Care is a quick and easy process and allows you to track the progress of your orders; be the first in the know for any special offers; make a wish list of products you love and will make future transactions smooth and seamless. Remember to make a note of your password, as you will need it to keep track of your order and to shop with us again.
Enter your billing and delivery details; choose your delivery method and then select your method of payment, enter the details then click on ‘Next’ to pay.
We will send you a confirmation email to confirm that we have received your order and another one when your order has been dispatched from our office, including your tracking details.
Who do you use for delivery and what is the cost?
We use Fastway Couriers and Australia Post for all deliveries to addresses within Australia. For orders to PO Boxes, international addresses, and for orders where 'Express Shipping' has been purchased at checkout, Australia Post is generally used.
For orders to addresses within Australia, a $9.90 flat rate shipping fee applies to orders up to the value of $200 and no delivery charge applies to orders valued at $200 or more. For orders to other countries, shipping charges vary and are calculated at check out at Australia Post standard international delivery rates based on the items contained within the order and the destination address.
Please Note: 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 and/or consignee, not Essential Self Care Pty Ltd.
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 one business day from your order date.Estimated delivery times after dispatch within Australia are:
- SE QLD and Sydney delivery are usually 1 business day;
- VIC, ACT & NSW postcodes are usually 2 business days;
- SA, NT and TAS postcodes can take between 3-7 business days;
- WA postcodes can take between 7 to 10 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.
The recipient, or anyone authorised to accept the goods on their behalf, must be present when the order is delivered unless you have selected 'Unattended Delivery' at check out and provided instructions where we can leave your purchase in a secure location at your property or with a neighbour. Where Unattended Delivery/Authority to Leave has been selected, all liability is placed upon the recipient after the parcel has left our warehouse.
If you have not selected 'Unattended Delivery' and there is no one at the address to receive the order, a calling card will usually be left for you to arrange re-delivery with Fastway Couriers or pick up from your nearest post office if delivered by Australia Post.
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. We pass all items onto the courier - if they lose your parcel, you must contact them and seek compensation. The details of the shipping company responsible for your parcel will be stated on your tracking link.
International Order delivery times can be checked on Australia Post’s website by calculating shipping from Southport 4215 in QLD to your location.
My Parcel Hasn't Arrived?
Sometimes parcels go missing in the mail. If it has been past 10 days, contact our team and we will be happy to help you out.
If you have provided the wrong shipping address or have not collected your items from the post office, we cannot be held liable. The item will be returned to us (this can take up to 4 weeks) and while we will cover the return-to-sender fee, you will be responsible for the $9.90 reshipment fee.
Which countries do you ship to?
We ship to most countries.
How do I set up an account?
Simply click on Register at the top of any page 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 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 abnormal delays in receiving replies to your emails, but rest assured we will get back to you just as soon as we can. If your inquiry relates to dispatch of an order you have placed, please contact our dispatch team at firstname.lastname@example.org
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 now available or contact us on 1800 623 890.
Can I exchange an item that was purchased Online?
Yes. The easiest and fastest way to exchange an item purchased on Tolman Self Care is to ship the item with your proof of purchase to us at the postal address below. Change of mind purchases must be returned within 7 days of receipt of your order. You can visit our Return Policy page for more information.
Can I change or cancel my order?
Changes or cancellations to your order for delivery can be made by contacting our Customer Service Team on 1800 623 890. We aim to dispatch your items as quickly as possible and if your order has already been dispatched, we will not be able to make any changes.