Shipping & Policies

Dispatch Time

Please allow 1 to 4 business days for your order to be dispatched. We do our best to send parcels out as quickly as possible — some may even go out the same or next business day. However, during promotional periods, this timeframe may be slightly longer.


How long does it take for your parcel to get to you?

Regular AusPost
3 - 7 - 9 business days (may vary during public holidays), 
3 business days usually for the delivery with in WA,
interstate averages is 7 days (add 1-2 days if you are rural)
Express AusPost
3-5 business days for the post + dispatch time
2-4 business days with in WA + dispatch time,
5-6 business days interstate,  (add 1-2 days if you are rural) + dispatch time
*
Note: Express Post means faster delivery after dispatch, but does not prioritise your order in the dispatch queue.

Shipping Delays During Sales

Please note: During large sales or holiday periods, parcels may be delayed by an additional 5 to 6 business days. We appreciate your patience and recommend planning your purchases accordingly


Address Errors and Returned Parcels

Please double-check your delivery address at checkout.
We cannot take responsibility for incorrect addresses entered by the customer.

If a parcel is returned to us due to an incorrect address:

  • If you still wish to receive your parcel, we can re-send it to you, but you will need to cover the additional shipping cost.  

  • If you would prefer to cancel the order instead, we will refund you the product total only, minus the actual shipping cost and a $15 restocking fee.

If your parcel is delivered to the incorrect address due to an error made at checkout, unfortunately we are not responsible for the loss.

Unclaimed Returns

If Australia Post attempts delivery and no one is home, and there is no safe place to leave the parcel, it will be taken to the nearest Post Office for collection. If the parcel remains unclaimed and is returned to us after the holding period has expired, the following will apply:

  • If you still wish to receive your parcel, we can re-send it to you, but you will need to cover the additional shipping cost.

  • If you would prefer to cancel the order instead, we will refund you the product total only, minus the actual shipping cost and a $15 restocking fee.

To avoid this, please keep an eye on your tracking notifications and collect your parcel from the Post Office within the timeframe specified by Australia Post.

Domestic Shipping Rates (Australia Only)

     Order Value

    Flat Rate Shipping

      Express Shipping

    $1-$139.99

    $9.80

    $15
    $140+ FREE $12.50


    We also offer JUMP THE QUEUE EXPRESS shipping, your order jumps to the front of the queue and will be shipped via express post the same business day (Mon-Fri) when you order before midday!

    We send all our domestic parcels via Australia Post

    This does not apply to wholesale purchases. 

    Click and Collect (Local Pick Up)

    Select 'Pick Up' at checkout to collect your order from our workshop.
    You will receive an email notification once your order is ready (usually within 1 to 4 business days).

    Pick-up location:
    Unit 5, 11 Marconi Bend, Forrestdale WA6112

    Multiple Orders

    We do not automatically combine orders.
    If you place multiple orders and wish to combine them, please email us before we begin packing

    Holiday Shipping

    Christmas and New Year are our busiest times.
    Delivery may take longer than usual, thanks for your understanding while we work hard to get your goodies out as fast as we can.

    PRODUCTS DAMAGED IN TRANSIT:

    If your order is under $100.00. Please follow the steps on your tracking from Australia Post within 30 days of your item being delivered.

    Alternatively follow these steps:

    Items received damaged 
    • Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all Post Offices are able to complete damage reports. Please ask at your local outlet.
    • Australia post retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with AusPost staff for processing).
    • Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

    For more information, please visit the Australia Post website here

    IF your order is over $100, please contact us and ensure you supply photos of how your parcel has been received. 

    International Shipping (Suspended)

    Returns and Refunds

    Due to the personal and hygienic nature of our products, we do not accept returns or offer refunds for change of mind. This includes:

    • If you no longer want the product

    • If you ordered the wrong item

    • If you don’t like the scent or texture

    We strongly encourage you to read product descriptions carefully before purchasing. Scent is subjective and not considered a fault.

    What You Are Covered For:

    You are entitled to a refund, replacement, or store credit if:

    • The product is faulty

    • The item is significantly different from its description

    • We sent the wrong product

    • The item is damaged due to our error

    To report an issue, contact us within 7 days of receiving your order, including your order number and clear photos (or a video for electrical items). We’ll review your request and let you know the next steps.

    Return Process (If Approved)

    If your return is approved, you will need to:

    • Carefully package the item to prevent damage in transit

    • Include clear photos of the item and packaging before sending it

    • Send the return to:
      Unit 5, 11 Marconi Bend, Forrestdale WA 6112

    Return Shipping Costs

    • If the return is due to our error (for example, we sent the wrong item or the product is faulty), we will cover the return shipping cost. We will provide you with a return label. 

    All returned items must be unused, unopened, and in resellable condition. Returned goods will be assessed before any store credit, replacement, or refund is processed.

     

    SIGNATURE ON DELIVERY:
    Due to Covid19 signature on delivery option is not available. AusPost are now signing for delivery on your behalf and the postie will leave the parcel at your front door or around the entry area. In some cases the postie will not even knock to check if you are home or not. In case you have had your parcel stolen from your front door or concerned with the safety of your parcels please see the following options that you can do:

    • Keep an eye on the tracking provided in the email and make sure someone is home when AusPost deliver.
    • Put a note on the door requesting they leave the parcel by the door and knock, or if you are not home to take it to the nearest post office and leave a note in your mailbox. Please remember this is not a sure thing, just a suggestion that may help to keep your box safe. 
    • Ask us to write on the box "Please take to the nearest post office if no one is home". you can include this request in the order comments box at the time you place your order.  Again we cannot guarantee that the postie will follow these instructions but we sure hope he does. 
    • And the last one is sign up for an AusPost parcel locker. 

    PAYMENT OPTIONS
    PayPal:  You do not have to have a PayPal account to pay with it, just pick a checkout as quest / pay with credit card as guest when the paypal window opens.

    Bank Transfer:  Option/ details available at the checkout. Please allow delays as your order will start being processed only after the funds have cleared into our account. Please ensure your order number is used as a reference.

    Shopify Payments: Details available at the checkout

    After Pay, ZipPay: Shop Now Pay Later, Interest Free

    STORAGE AND CARE
    Please store your goodies in a cool, dark area, away from pets and small children. Soap should be used within one year of purchase date and bath products should be used within 3-6 months of purchase date to ensure the quality of your product.

    Soap and bath products are made with a high amount of butters and oils. As such, please do not leave in high heat/ direct sun. 

    ADDITIONAL INFO
    Be careful when exiting/entering the tub. Due the amount of nourishing oils and butters used in the products, the tub may be slippery. We use skin-safe colorants for all our bath products.

    In order to best protect your tub, please rinse after use to ensure any possible residue is washed away. Note the colorants may attach themselves to the oils and butters in the product and stick to the side of the tub. They can be easily removed with a usual tub rinse/wash.  Allowing colorants to dry on your tub runs the risk of being potentially hard to remove or stain.

    For external use only.  If you have sensitive skin, please test on a small area first. Discontinue if rash, redness or itching occurs.  Consult a physician or dermatologist if irritation persists.

    Elena Bath and Body is not responsible for any injuries or problems due to improper use.