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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 and New Zealand is offered as part of our normal shipping rates. For Australia, free shipping is offered on orders over $59 and weighing up to 5kg. For New Zealand, free shipping is offered on orders over $125 and weighing up to 4kg.
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 the 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 increasing 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. 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 *** Update***
Due to Covid-19 Restrictions in New South Wales, we are no longer accepting pickup orders. This will revert once the NSW Government relaxes restrictions on travel and non-essential travel.
We offer Local Pickup so if you would like to pick up your item from our shop 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 4pm
The address for Local Pickup is:
56 Ocean Beach Road,
Woy Woy, NSW, 2256
Please note there are still some delays on international orders due to limited airline capacity (depending on international location).
We’ve extended our partnership with Australia Post for all International Orders. The rates are very competitive and the shipping fee for international orders are determined at the checkout.
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.
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 taxes 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 for over $59 and under 5kg.
8. Delivery, to New Zealand is free over $A 125 and under 4kg.
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
Once your order has been dispatched, you will receive an email confirming the shipment, what we have sent, and the Australia Post, Fastways or Sendle consignment (tracking number) of the shipment. There are a couple of ways you can then track your orders depending on the actual shipping provider: (1.) By going on the Australia Post website / Sendle website / Fastways website (2.) By calling Australia Post customer service on +61 13 76 78 or Sendle customer service on 13000 361 000 or Fastways customer service on +61 2 43800873. 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 shipping sites listed above. 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.
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 an 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 is 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 the sender. Within Australia, you’ll normally have 10 business days to collect your parcel before it is returned to the 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 & Replacements
For more information on returns, visit our Returns & Replacements page.