About our Carbon Neutral shipping:

We have partnered with a carbon-neutral shipping service for all Australian and International deliveries of orders, which includes tracking

AUSTRALIAN BUYERS

Orders under $150 have a flat shipping rate of $10

We offer free shipping within Australia for orders $150 and over (includes tracking)

Shipping within Australia takes between 1-6 business days once it has left our warehouse

Once orders have left our warehouse, we cannot change address

You will be notified of tracking information once it has left our warehouse

Delivery:

Please make sure your delivery address is correct to avoid delays

Once an order has been dispatched, we are unable to make changes on the shipping address - (delivery hold or mail redirection service available in your area)

We cannot issue refunds once an item is in transit

Re-delivery of returned orders due an incomplete, incorrect address or uncollected parcels, the customer is responsible for additional shipping charges to have the order re-shipped to the correct shipping address

INTERNATIONAL BUYERS  

We’ve partnered with DHL and all of the major postal authorities around the globe to send your parcels internationally

However, there are a few countries we can’t send to (such as US embargo countries like North Korea, or where the local postal authority does not have a current arrangement in place with DHL). Please note that Guatemala is currently temporarily suspended due to political unrest

Shipping internationally takes between 4-15  business days once it has left our warehouse

Shipping prices are determined by weight and location of the order

BY CONTINUING TO PAYMENT METHOD, PLEASE NOTE THAT ITEMS SHIPPED OUTSIDE OF AUSTRALIA MAY BE SUBJECT TO IMPORT DUTIES, TAXES AND/OR CHARGES WHICH ARE NOT INCLUDED IN THE TOTAL COST OF MY ORDER, NOR WILL THEY BE COVERED OR REIMBURSED BY AKUA LUX

PLEASE CHECK WITH YOUR COUNTRY'S CUSTOMS OFFICE TO DETERMINE WHAT THESE ADDITIONAL COSTS WILL BE PRIOR TO PLACING YOUR ORDER

 Returns:

Unclaimed or Returned Orders

• Unclaimed
  If you fail to collect your order from the post office within the Post Offices stipulated time-frame (usually 1 week), it will be returned to us
• Incorrect Address
  If your order undelivered due to an incorrect address, it will be returned to us
• If you would like your order re-shipped to you, you will be liable to pay a re-shipping fee equal to the amount of the original shipping cost on your order. Where free shipping was received, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order.
• Any unclaimed or returned parcels that you would prefer to receive a store credit for instead of being re-shipped, will have a $2.50 return/admin fee applied
• If your order is returned to us and we do not have any response from you after 14 days of our attempted contact, your order will be cancelled and applied as a store credit, less the original cost of shipping, and a $10.00 return fee.
• We do not provide refunds for unclaimed or returned orders

Discrepancies or Damages

• If for any reason your product is faulty, incorrect or arrives damaged, please email us accompanied with photographs and your order number
• Notification must be made within three (3) days of receiving your order. No claims will accepted after three (3) days from receipt of goods.

Change of Mind Returns & Cancellations

• We can accept returns and order cancellations for incorrect choices or change of mind, for a store credit. We do not provide refunds for change of mind returns or order cancellations.
• If you would like to arrange a return, please email us for further directions
• Product(s) must be returned in their original packaging and must be unopened, unused and undamaged.
• Customers are liable for return postage charges