COVID-19 & Delivery Update
Customers can be assured they will continue to be able to send and receive parcels through our dedicated road freighter network. However due to the COVID-19 situation, there are some freight impacts that have resulted in some delays, and we have an increased volume of online orders. Please allow an additional 1-2 business days to receive your order. Please be assured we are working particularly hard during this time to ensure your orders are processed and delivered as quickly as possible.
How long does delivery normally take?
Orders are usually processed and dispatched within 24 hours unless there are extenuating circumstances where this time may be slightly longer. Depending on your location, delivery will take between 2-4 business days within Australia and 7-10 business days internationally.
During Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes.
How much does delivery cost?
It will cost $9.95 to ship your order if it is less than $100. Orders over $100 do not incur a delivery fee. For international delivery, it will cost $30.
How can I track my order?
After your order has been dispatched, you will receive an email with all the tracking details. Majority of our online orders are dispatched using Star Track and you can track the parcel on their website www.startrack.com.au.
Do you deliver to my country?
To ensure we are offering the best customer service experience, we are upgrading our international shipping process. Therefore we are only offering international shipping to the following countries:
We really appreciate your patience during this time and will be shipping to your door again very soon. In the meantime you can shop our products in your country here:
- NZ: https://wilson.co.nz/
- Taiwan: https://www.inessence.com.tw/
- China: In Essence: http://www.inessence.com.cn/
Red Book: https://www.xiaohongshu.com/vendor/5a93af76d0b8db2ced7b5ff3
How do I change my delivery address after my order has been placed?
If your order hasn’t yet been shipped, we may be able to amend the delivery address. Please get in contact with our customer service team as soon as possible to let them know the issue. Please ensure you have the order number included in your message.
What if I am not home when my order arrives?
The parcel will be left in a secure location if possible. If there is nowhere secure enough to leave the parcel, the delivery driver will leave a card and you will need to contact Star Track to organise another delivery.
Do you deliver to PO Boxes, military addresses or Parcel Lockers?
Yes, we can deliver to PO Boxes, military addresses and Parcel Lockers.
Will I have to sign for my delivery?
Yes, if you are home when the parcel is delivered, you will be asked to sign for the delivery.
What should I do if my order hasn’t been delivered yet?
Please contact our Customer Service Team here
Will I have to pay Customs & Duty fees?
When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are not collected beforehand and are typically due once the shipped goods arrive at the country of destination. Charges vary in each country.
You are responsible for ensuring to comply with laws and regulations of the country of destination. In Essence does not have any responsibility on these additional charges that may apply.
Please refer to the government department for your country.
Why can’t certain items be shipped internationally?
Products classified as Dangerous Goods are at risk of being rejected by certain countries. Aerosolsforexample, cannot go via Air internationally.
A product I am purchasing says “Free Shipping” on it, what does this mean?
This item has Free Domestic Shipping applied to it. This means that if you order this item, all items in your cart will be shipped for free within Australia.
Do you offer express shipping?
Yes, it is $15.00 for Australia. Orders must be placed before12pmto be dispatched the same day
If for some reason you do not wish to keep a product ordered from this website you may return new and unused items within 14 days of the date of receipt. We will refund the purchase cost of the product(s) minus shipping and handling changes. Items must be returned in their original condition and packaging; no refund can be made for products that have been used. If you are returning Aerosols or flammable Liquids please contact us first to discuss as they cannot be sent via Australia Post.
If you receive a defective or incorrect product: Contact (within 14 days of purchase) our very friendly Customer Service team on 1300 650 981 (Monday – Thursday 9am – 5pm AEST, Friday 9am – 1pm AEST) or through our contact form. We will reimburse you for the purchase costs including the return postage or replace the faulty product.