Shop Policies
Payment Methods
We accept the following forms of payment; Visa (credit and debit cards), MasterCard (credit and debit cards), American Express, Discover, Apple Pay and PayPal.
Refunds, Returns & Exchange Policy
We do not provide refunds or accept returns and exchanges if you simply change your mind. However, we will refund or replace products that are damaged, faulty or do not meet your expectations. Please contact us via email within 7 days of receiving your products to discuss your options.
Please note; All of our products are handmade so there may be slight imperfections and differences between the product pictures and what you have received.
Order Cancellation Policy
Cancelled orders will be refunded through the original payment method. Kindly be informed that a cancellation fee will apply (3% of total order + $0.30) if you decide to cancel your order at a later time. We advise reviewing your order carefully before finalising it to avoid any inconvenience.
Shipping Times
Our approximate shipping time is 5 – 8 days for domestic packages.
International shipping may take up to 15 days depending on the final destination.
Please note: Shipping times may also be extended during Holiday periods such as Christmas etc. Your patience during this time is really appreciated. If you are purchasing products specifically for one of these high holidays it is advised to order early so that you receive your items on time.
Delivery Carrier
We use Australia Post for both Domestic and International shipping.
Shipping Within Australia
We have Flat Rate Shipping within Australia:
Standard: AU$10.60
Standard with Signature on Delivery: AU$13.55
Express Post: AU$14.10
Express Post with Signature on Delivery: AU$17.05
International Shipping Outside Australia
We do ship Internationally. Please contact us if you are unable to locate your country in the drop down menu of the address section when proceeding through the checkout.
Unfortunately, we are currently unable to ship to the U.S or Canada, we hope to be able to offer shipping to these regions in the near future.
Our method of shipping is Australia Post International Standard or Australia Post International Express. The shipping charge is calculated by weight based on your countries nominated zone as specified by the Australia post website.
Order Tracking
All orders are shipped with tracking. Once shipped, a tracking number will be provided in the shipping notification sent to you via email.
Shipping Delays, Damage & Loss
We take great care to ensure that your orders are securely packaged before being dispatched. However, we acknowledge that delays, damage, and loss of parcels may occur during transit. Once orders are handed over to the designated shipping service, we cannot be held responsible for any subsequent issues. Nevertheless, we are committed to assisting you in liaising with the shipping service to address any problems that may arise.
It is imperative to ensure the accuracy and completeness of your shipping address when placing an order. Any discrepancies or omissions may result in delays, additional delivery charges, or loss of parcels. Please be aware that parcels are not guaranteed to be returned to us in the event of an incorrect or incomplete shipping address provided by the customer.
Product Storage & Use by Information:
To maintain the quality of our products, it's essential to store them appropriately. Please refer to the following guidelines:
-Store products in a cool, dry area, preferably below 30°C/86°F, and away from direct sunlight. This helps preserve their freshness and longevity.
-Our whipped soap and sugar scrubs contain preservatives however only minimal amounts are used therefore it is recommended to use within 6 months from receipt of your products.
-Handmade soap does not contain added preservatives. Therefore, we recommend using them within 9 - 12 months of purchase. Store in a cool, dry area when not in use to extend the life of your bar of soap.
Sensitivities & Allergies
Our products are nut oil free and do not contain any animal products however, as with all bath and body products, we recommend you do a patch test prior to your first use.
For any enquries relating to the above that have not been covered or you would like us to provide further information please let us know by contacting us on our contact page: melbournesoapworks.com/contact or directly via email: info@melbournesoapworks.com.au
Thank you!