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 very 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-$70	$9.80	$15
$70.01- $99.99	$9.80	$13.50
$100-$139.99	$9.80	$12.50
$140+	FREE	$6.50

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:
2862A Albany Highway, Kelmscott WA 6111

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
Due to the personal nature of our products we do not refund, exchanged, or accept returns unless it was due to our error. We know that you can't smell the products before ordering online, so we do our best to describe our fragrances as accurately as possible. Please consider gifting to a friend if you may not like what you ordered!

Once your order has been passed off to Australia Post, we unfortunately do not have control of the package in transit. Should your order get lost during transit, please contact Australia Post and use the already provided tracking number to track your parcel. In case this fails please do get in touch with us.

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 think, 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 this instructions but we sure hope he does.
And the last one is SignUp for and 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 quest 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.