Customer Care FAQ

Once your order is dispatched, you'll receive a confirmation email containing a tracking number and a link to the courier's website. This allows you to monitor your delivery's progress in real-time. If you haven't received this email or need further assistance, please contact our Customer Care team at support@buynatural.com.au.

At BuyNatural, we want you to be completely satisfied with your purchase. If you receive an item that is faulty, damaged, or not as described, you are eligible for a return or exchange within 30 days of delivery. Please ensure the product is in its original packaging and condition.

To start a return, simply contact our Customer Care team at support@buynatural.com.au with your order number and details about the issue. We will guide you through the process and provide a prepaid return label if required.

Please note:

• Items must be returned within 30 days of receipt.
• Products must be unused and in original condition (unless faulty).
• Some items, such as perishable goods and personal care products, are not eligible for return due to health and safety regulations, unless they are faulty.

For full details, please visit our Returns & Shipping Policy.

Your satisfaction is important to us—if you have any questions or concerns, our team is here to help!

If your order arrives damaged or with missing items, please contact us within 7 days of receipt. Provide your order number and a description of the issue, along with any relevant photos. Our team will investigate and work with you to resolve the problem promptly.

We process orders quickly to ensure you receive your items as soon as possible. If you need to cancel or change your order, please contact us immediately at info@buynatural.com.au.

• If your order has not yet been dispatched:
  We can usually cancel or modify it with no issue.
• If your order has already been dispatched:
  The order will need to be returned to us once received. Returns may be subject to a restocking fee, as outlined in our Returns Policy.
  
  We can usually cancel or modify it with no issue.

We offer a wide selection of products that are either certified organic or made with natural ingredients. Many of our items are certified organic by reputable organisations, while others feature naturally sourced ingredients. For detailed information about certifications or ingredients, please refer to the product descriptions and ingredient lists on each product page. This will help you find products that best match your preferences and values.

The shelf life of our products varies depending on the item. Generally, we recommend using products within 6 to 12 months after opening. For specific information, please refer to the product packaging or description on our website.

Many of our products are suitable for vegans and vegetarians. Each product page includes detailed information about ingredients and suitability. If you have specific dietary requirements, please consult the product descriptions or reach out to our customer service team for assistance.

We do not offer traditional wholesale arrangements at this time. Most of our products are already offered at highly competitive prices, and further wholesale discounts are generally not available. However, we are happy to support community groups, clubs, or organisations wherever possible with special pricing or discounts on larger orders. If you represent a community group or have a unique bulk order request, please get in touch with us—our team will do their best to help.

Yes, we offer convenient store pick up from our Woy Woy shop. Simply select the "Store Pick Up" option at checkout. Once your order is ready, you can collect it from our store between 10am and 2pm, Monday to Friday. You’ll receive a notification as soon as your order is available for collection. If you need to arrange a different pick up time, please contact us and we’ll do our best to assist.