Shipping policy
Order Processing Time
Most orders are processed and dispatched within 1 business day from the date of purchase. You will receive a confirmation email with tracking details as soon as your order has been shipped.
Shipping Method
Most orders are shipped via express delivery, which generally takes 2-3 business days to arrive once dispatched. Delivery times may vary slightly depending on your location and the courier service used.
Shipping Delays
While we aim to meet all estimated timeframes, occasional delays may occur due to factors beyond our control such as:
- Public holidays
- Courier delays
- High-volume periods
We appreciate your patience and understanding in these instances.
Protection Coverage
Shipping Protection is an optional add-on available at checkout that covers your order against loss, damage, or misdelivery while in transit.
- Lost parcel (carrier investigation or confirmation required)
- Damage in transit (for example, broken vial) with photo evidence
- Misdelivery where tracking confirms delivery to the incorrect address
If Shipping Protection is added, we will reship affected items once the carrier confirms the issue, or provide store credit where appropriate.
Lost or Damaged Orders
If your order arrives damaged or tracking indicates an issue, please contact us within 7 days and include your order number, photos (if applicable), and any relevant tracking details.
Orders placed without Shipping Protection are not eligible for free reshipment if a parcel is lost, damaged, or misdelivered during transit. The only exception is where the issue is caused by our error (for example: incorrect item sent, incorrect address entered by us, or a packing mistake), in which case we will make it right.