Shipping Policy

SHIPPING POLICY

BuyNatural offers several delivery choices at the checkout.  Please read this shipping guide to make the best choice for your needs.

Free Shipping within Australia is offered as part of our normal shipping rates and is offered on orders over $50 and weigh up to 6kg

At BuyNatural we believe getting you your goodies quickly, beautifully and sustainably is the most important thing we can do once you’ve pressed that buy button. So we make sure we ship everything as soon as we can (and that’s usually the same or next business day).

Please note that during busy periods (i.e. major promotions, sale periods and Christmas) our handling times may increase by a day or two as we try to get through everything. We’ll do our very best to get everything out the door as quickly as possible, but if you have any concerns or questions please contact our wonderful customer care team and we’ll do everything we can to assist.

Orders in Australia

STANDARD SHIPPING POLICY

Our delivery fees are dependent on your location, starting from $7.95 in Sydney Metropolitan Areas and increase depending on the package size and your location.

Multiple orders: for customers who place 2 or more separate orders with the same shipping address close enough together that they are processed by us at the same time, we may combine the orders into one parcel. In this case, the customer will not be entitled to a refund of any shipping fees paid. If the combined order subtotals exceed the free shipping threshold, we may agree to give the customer a store credit for all standard shipping fees paid. If the combined order subtotals are below the free shipping threshold and the customer has paid 2 lots of shipping charges, we may agree to give the customer a store credit for 1 lot of shipping charges only.

EXPRESS SHIPPING POLICY

If you would like your order quicker we offer Australia Post Express Post at a flat rate of $12.95. We will ship your order within one business day and your order will be received within 1 to 2 days but do check your postcode is in the list for next business day delivery. If not it will be shipped as fast as possible but the next day guarantee doesn’t apply.

Multiple orders: for customers who place 2 or more separate Express Post orders with the same shipping address close enough together that they are processed by us at the same time, we may combine the orders into one parcel. In this case, the customer will not be entitled to a refund of any Express shipping fees paid but we may agree to give the customer a store credit for 1 lot of Express Post fees paid by the customer.

Local Pickup

We offer Local Pickup so if you would like to pick up your item from our office in Woy Woy, NSW, you are very welcome to do that. When you enter your postcode at checkout, it will appear as an option. Local Pickup is free and you can come and meet the wonderful team. Please don’t select Local Pickup if you don’t intend on picking your parcel up. It will sit here gathering dust. If you decide you would prefer to have it shipped call us and we can take payment for delivery over the phone.

Once you’ve placed your order you will receive a notification when it is ready to pick up, usually the same or next business day. If it is urgent let us know, by email or call us, and we can prioritise that for you.

Our opening hours are:

  • Monday to Friday 9am to 5pm

The address for Local Pickup is:

BuyNatural
The Pavilion, Level 1, Suite 10a, 29 George Street, Woy Woy
NSW
2256

International Orders

Please note there are still delays on international orders due to limited airline capacity. 

We’ve extended our partnership with Australia Post for all International Orders. The rates are very competitive and the shipping fee starts from $10 for all international orders.

For New Zealand, it is $10 and the Rest of the World starts at $15. To track your order, please go to https://auspost.com.au/mypost/track/#/search

Please note that we may not be able to ship very large or heavy orders depending on your location. We will contact you as soon as possible if there are any issues.

Delivery Terms

1. We will process all orders within 1-2 working days. Express Post orders before 12pm are dispatched same-day. Sale periods or site-wide promotions may impact handling times. Please select Express Post if you want to guarantee a quick dispatch.

2. Within Australia, your delivery will be received within 1-7 days. In more remote, and regional, areas this can take longer. Please allow up to 10 working days to receive an order. Tracking numbers will be provided on your shipping confirmation email and these can be used to track your order with Australia Post. You can check your estimated delivery time on the Australia Post website here

3. International orders are delivered via Australia Post and usually take between 5 and 15 working days. Please allow up to 31 working days. We have an express option available for most countries – please contact us for an estimate on how long this service will take to your location.

4. For international orders, you may incur duties or tax on your order. We are not responsible for those fees and these will be payable by you.

5. Orders will be sent to the delivery address that you have submitted with your order. We cannot be held responsible if that delivery address is incorrect.

6. We use only reputable delivery companies, however, we do not accept any liability for delayed delivery caused by any third party.

7. Delivery, within Australia, is free over $50 and under 6kg.

8. Delivery internationally starts at $10.

9. Missing or non delivered parcels need to be reported to us within 30 days within Australia and 60 days internationally. Any orders returned to us due to incorrect delivery address or unclaimed through the post office will be refunded for the product component only. You need to contact us to arrange redelivery within 30 days of dispatch, after which the refund will be processed automatically.

Exclusions – Prohibited & Restricted Products

Due to Australia Post and international customs regulations, some products cannot be shipped internationally. This may include certain oils (coconut oil, essential oils), products containing ethanol, alcohol or other flammable ingredients (nail polish/remover, perfume) and dietary supplements. Items not able to be shipped internationally will be marked as such on the product description page. If your order contains items we cannot ship internationally, we will refund you for the cost of those items.

Duties & taxes – customs & import duties

International customers are responsible for payment of any customs/import duties and taxes that may be applicable to their purchase. Please check before ordering.

GENERAL SHIPPING TERMS & CONDITIONS

Shipping Confirmation

Once your order has been dispatched, you will receive an email confirming shipment, what we have sent, and the Australia Post or Sendle consignment (tracking number) of the shipment. There are two ways you can then track your orders: (1.) By going on the Australia Post website / Sendle website (2.) By calling Australia Post customer service on +61 13 76 78 or Courier Please customer service on 13000 361 000. International customers may also be able to track their parcels via their national carrier’s website, e.g. USPS for the United States.

Non-Receipt of Parcel

If your parcel has not arrived within the expected time frame, you can carry out a tracking search via the Australia Post website. Missing or non-delivered parcels must be reported to us within 21 days of the date of your order (or 42 days for international orders) so that an investigation can be commenced with Australia Post.

Incorrect Address

BuyNatural will not be responsible for any parcels delayed, lost or not delivered as a result of customers giving the incorrect shipping address. If a parcel is returned to BuyNatural due to incorrect address and the customer wishes to have it re-sent, the customer will be responsible for paying the full shipping costs payable to Australia Post or Sendle to re-send the parcel to the correct address. The customer will be advised of this amount by BuyNatural and payment must be received within 7 days of notification, otherwise, BuyNatural will retain the parcel and process a refund for the value of the products only. The customer will not be entitled to a refund of any shipping charges paid by the customer for the original shipment. Orders that qualified for free shipping on the original shipment will have the actual shipping costs paid by BuyNatural to send the original parcel deducted from the refund.

Unclaimed Parcels – Australia Shipping Policy

Parcels that have had a “failed delivery attempt” are usually taken to a nearby post office and a note left for the recipient advising them that this is the case. Customers are responsible for collecting their parcels from the post office. Most post offices will only hold parcels for a limited time before they are returned to sender. Within Australia, you’ll normally have 10 business days to collect your parcel before it is returned to sender.

Re-sending of Unclaimed Parcels – Australia Shipping Policy

Any unclaimed parcels returned to us by our shipping carrier can only be re-sent following payment by the customer of the actual cost required to re-send the parcel, even if the original order was entitled to free shipping. The customer is not entitled to free shipping on re-sends. Where a customer paid for shipping the first time a parcel was sent, please note that the actual cost of shipping the parcel a second time may be higher than the shipping charges originally paid by the customer as BuyNatural subsidises the majority of parcels despatched to our customers. BuyNatural will advise the customer of the amount required to re-ship the parcel in this event. Payment of this amount must be made within 7 days.

Refunding of Unclaimed Parcels – Australia Shipping Policy 

If BuyNatural has fulfilled its obligation in shipping a parcel AND there has been a failed delivery attempt resulting in the parcel being ‘returned to sender’ AND the customer has not arranged for payment of shipping fees to re-send the parcel within 7 days of being notified by BuyNatural of the postage charges required, then a refund for the purchase will be made, subject to the following deductions:

    • Any shipping charges paid by the customer on the original purchase will be deducted from the refund or, if no shipping charges were paid by the customer on the original purchase, the actual shipping costs paid by BuyNatural to send the original parcel will be deducted from the refund; AND
    • The ‘return to sender’ fee charged by Australia Post for unclaimed parcels sent back to BuyNatural will also be deducted from the refund.

Unclaimed Parcels – International Shipping Policy

Parcels that have had a “failed delivery attempt” may be taken to a nearby post office and a note left for the recipient advising them that this is the case. Customers are responsible for collecting their parcels from the post office. Most post offices will only hold parcels for a limited time before they are returned to sender. Check with your country’s postal service or local post office to find out more information.

Re-sending of Unclaimed Parcels – International Shipping Policy

Any unclaimed parcels returned to us by our shipping carrier will only be re-sent following payment by the customer of the actual cost required to re-send the parcel. BuyNatural will advise the customer of the amount required to re-ship the parcel in this event. Payment of this amount must be made within 10 days.

Refunding of Unclaimed Parcels – International Shipping Policy

If BuyNatural has fulfilled its obligation in shipping a parcel AND there has been a failed delivery attempt resulting in the parcel being ‘returned to sender’ AND the customer has not arranged for payment of shipping fees to re-send the parcel within 10 days of being notified by BuyNatural of the postage charges required, then a refund for the purchase will be made, subject to the following deductions:

    • The shipping charges paid by the customer on the original purchase will be deducted from the refund; and
    • The ‘return to sender’ fee charged by Australia Post for unclaimed parcels sent back to BuyNatural will also be deducted from the refund.

Shipping Instructions Including Authority to Leave

Customers may include any relevant shipping instructions in the Order Comments Box at checkout, including an Authority to Leave the parcel if no-one is home. You may also include specific instructions as to where the parcel is to be left. If you give an Authority to Leave but do not specify the location, our shipping carriers will leave the parcel in a safe place if there is one. If you are not usually at home during the day to take delivery of your parcel, you may prefer to have your parcel delivered to your place of work or to a post office parcel locker. Parcels that have been returned to BuyNatural undelivered will only be re-sent to the customer at the customer’s expense.

Whilst we are happy to pass on your delivery instructions to our shipping carriers, please note the ultimate decision regarding delivery instructions and whether or not to leave a parcel lies with the delivery person and is not within the control of BuyNatural.

BuyNatural accepts no responsibility for the safety of parcels once they have been left at your premises by Australia Post or another shipping carrier, either with or without Authority to Leave.

Returns & Exchanges

For more information on returns, visit our Returns & Exchanges page.