Shipping Policy

 

Thank you for shopping with Vera Essence! We are committed to delivering your skincare products to you efficiently and reliably. This policy outlines our shipping practices within Australia.

1. Order Processing Time

• Orders are typically processed and dispatched from our warehouse in Sydney, NSW within 24-48 business hours (Monday - Friday, excluding public holidays) after payment confirmation.
• While we may process orders on weekends, dispatch will occur on the next available business day for Australia Post collections.
• You will receive a shipping confirmation email with your tracking number once your order has been dispatched.

2. Shipping Destinations & Carriers

We ship exclusively within Australia to any address serviceable by Australia Post, including PO Boxes and Parcel Lockers.
• Our primary shipping carrier is Australia Post. We may occasionally use other carriers at our discretion, in which case tracking information for that carrier will be provided.

3. Shipping Costs & Options

We offer the following shipping options:

• Orders under $75 AUD:

– Standard Shipping: Customers will be charged a flat rate of $8 AUD.
– Express Shipping: Customers can opt for Express Shipping at a flat rate of $14 AUD.
• Orders $75 AUD and over:
– Free Standard Shipping: Enjoy complimentary standard shipping on us!
– Express Shipping: If you require faster delivery, you can upgrade to Express Shipping for a flat rate of $5 AUD. 

All shipping costs will be displayed at checkout before payment.

 4. Estimated Delivery Times

• Delivery times are estimated by Australia Post and commence from the date of dispatch, not the date of order.
   – Standard Shipping: Typically 2-8 business days, depending on your location within Australia.
  – Express Shipping: Typically 1-4 business days, depending on your location within Australia and whether you are within the Australia Post Express Post network.

  • Please note that these are estimates only. Actual delivery times may vary due to factors outside of our and Australia Post’s control (e.g., weather events, high-volume periods, public holidays, carrier delays).
  •  For the most up-to-date delivery estimates to your specific postcode, please refer to the Australia Post website: https://auspost.com.au/parcels-mail/calculate postage-delivery-times/ #/

5. Order Tracking

• Lost or Damaged Packages:

  • In the unfortunate event that your package is lost in transit or arrives damaged, please contact us immediately at info@veraessence.com.au with your order number and details of the issue (including photographic evidence for damaged items). 
  • We will initiate an investigation with Australia Post (or the relevant carrier). If the investigation concludes that the loss or damage was the fault of Australia Post or Vera Essence, we will offer you a full refund or a replacement for the affected items. Please allow reasonable time for the investigation to be completed.

• Incorrect or Incomplete Address:

  • It is the customer’s responsibility to provide a complete and accurate shipping address at the time of order.
  • If an incorrect address is provided and the order is dispatched, Vera Essence is not responsible for additional shipping charges incurred to redirect or resend the parcel. The customer will be responsible for any associated costs.
  • If an incomplete address is provided, we will attempt to contact you to rectify this before dispatch. Delays may occur if we cannot reach you promptly.

• Signature on Delivery & Authority to Leave (ATL):

  • Signature on delivery is available as an optional extra at an additional cost based on Australia Post rates. This option can be selected at checkout.
  • If signature on delivery is not selected and paid for, parcels may be left in a safe place by Australia Post if no one is available to receive them ("Authority to Leave"). By not selecting signature on delivery, you (the customer) assume responsibility for the parcel once it has been marked as delivered by the carrier under Authority to Leave. Vera Essence is not responsible for lost or stolen parcels after they have been successfully delivered under ATL.

• Undeliverable Packages (Returned to Sender):

  • If a package is returned to us by Australia Post as undeliverable (e.g., due to an incorrect address, or failure to collect from an Australia Post outlet within their specified timeframe), the customer should contact Vera essence as soon as they can.
  • In such cases, we will process a refund for the order amount, minus the actual shipping costs incurred by Vera Essence for the initial shipment and any return-to sender fees charged by   Australia Post.

7. Changes to Shipping Policy

Vera Essence reserves the right to modify this Shipping Policy at any time. Any changes will be effective immediately upon posting on our website.

8. Contact Us

If you have any questions or concerns regarding your order’s shipping and delivery, please contact our customer service team at:
Email: info@veraessence.com.au