Shipping

The costs of delivery are not included in the Price unless the customer qualifies for free shipping. To qualify for free shipping, the customer's order must be $50 or more (incl. GST) in goods from our website (exclusive of any shipping cost).

Delivery of the Goods shall be deemed to take place when the Goods are collected by the Customer, or are delivered to the Customer's stated address, or are taken to the Post Office or other pick up location by the carrier as nominated by the Supplier.

All orders are shipped from Sydney, Australia. We aim to dispatch your items within 2 business days of receiving your order, however we usually dispatch orders within 1 business day.

Goods will be sent with tracking available via Australia Post. If express shipping is chosen at checkout, the parcel will be sent via Australia Post's Express Post service. For further information regarding the Express Post service, and which postcodes it covers, please click here.

Please note, once orders have left our warehouse we have no control over the performance of our shipping partners and cannot make any guarantee as to when deliveries will arrive.

Deliveries cannot be made on specific days or at/in-between specific times. Nor are we able to call or sms you when deliveries arrive. Any such requests will be disregarded.

All orders under $200 will be dispatched with 'authority to leave'. Please note, we do not take responsibility for orders that are lost, stolen or damaged once the parcel has been delivered to the correct delivery address. If you prefer a signature to be requested on delivery, please let us know in the 'comments' section during the checkout process or contact us immediately after placing your order.

For orders of $200 or more, we will request a signature on delivery. Any instructions for authority to leave relating to parcels of $200 or more will be ignored.

From 1 Oct 2024, a signature will be requested for all parcels sent to apartment and business addresses regardless of the order value. Any instructions for authority to leave relating to apartment and business addresses will be ignored.

Standard Shipping: Usually arrives in 2 - 5 business days after dispatch. The cost is $6.95 per order, however, this will be provided at no charge for orders of $50 or more.

Express Shipping: Usually arrives in 1 - 3 business days after dispatch. The cost is $9.95 per order.

Store Pick Up: There is no charge to pick up your order from our retail store. Please visit our locations page for our store location and opening hours.

For late or missing parcels, we reserve the right to lodge an investigation with our shipping provider to help us determine if you are eligible for a refund or the re-sending of your order to you. Investigations can take up to ten business days to reach an outcome.

We do not provide a free re-send for returned parcels that result from customer error (e.g incorrect address entered during checkout) or failure to pickup a parcel from the post office. All re-sends will be charged at a flat-rate of $9.95. Any refund requested for returned parcels will be processed less our original freight charge (if any). For more information regarding collection of your parcel from an Australia Post outlet, please click here.

Returns

Delivery Claims

Claims for soiled items, items damaged in transit, missing or wrongly supplied items must be made in writing within 7 days from when the item is delivered to you. No claims will be recognised after this time. Please note that such claims will be subject to our approval after weight checks, photographic evidence and/or other methods are used to verify your claim. If we ask you to return the item, this will be at our cost.

Warranties

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under Australian Consumer Law. Please note we reserve the right to verify warranty claims before providing a repair, replacement or refund.

We may ask you to return the item back to us in order for us to make an assessment of your claim. This return will be at our cost and we will supply you with an return label and provide return instructions. We will not pay for any incidental costs associated with your return. If you choose to send the item to us with your own courier, we will not re-imburse you for your shipping cost.

You must contact us to receive a return authorisation number before sending an item back to us. This return authorisation number is valid for 30 days. Items sent to us without a return authorisation number, or with an expired authorisation number, will not be assessed and these items will cost $19.95 to be sent back to you. All items returned without authorisation will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

If your warranty claim is not approved, we will not cover the cost of returning the item back to you. The cost to return the item back to you is $19.95. Items not approved under warranty will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

Refunds with Afterpay:

Afterpay - In-store: Refunds for purchases made with Afterpay in-store can only be processed in-store.

Afterpay - Online: Refunds for purchases made with Afterpay online can only be processed online.

Incorrect Choice/Change of Mind

In the case of incorrect choice or change of mind, we will provide an exchange or credit note for in-store purchases, while an e-gift card will be issued in lieu of a credit note or exchange for items purchased on our website.

Please note, in-store credit notes cannot be used on our website. However, upon request, we can provide you with a e-gift card instead of a credit note so that you can redeem your credit on our website.

For returns where the product was originally purchased in-store, you must return to the store in order to process your return.

Change of mind/incorrect choice returns will only be approved if the following conditions are met:

• You have proof of purchase.
• The item is returned to us within 14 days from the date of purchase for in-store transactions. For online transactions, we will accept the return so long as the request to proceed with the return is received within 14 days of the delivery date.
• The item is still in its original condition and packaging, with all accessories and instructions included. It must be unused, undamaged and in a resaleable condition (as reasonably determined by us). For online purchases returned to us by post, you agree that if the item does not meet the above requirements, or is damaged in transit to us, we will not be able to approve your return and the cost to send your items back to you will be $19.95.
• For online purchases, you agree to pay for return shipping to us if you cannot return the items in-person at our store.

Additional terms for change of mind/incorrect choice returns where the product was purchased online:

Before sending the item back to us, you must contact us to receive a Return Authorisation Number. A Return Authorisation Number is valid for 30 days. Once you receive a Return Authorisation Number, the item can be returned to us via Australia Post using our Returns Portal (a link we be provided to you) and you agree return shipping will be paid by you. Alternatively, you may ship the item to us using your own carrier, however, in the event we do not receive your parcel, we may not approve your return if we are not provided with a tracking number that shows proof of delivery to us.

Please note, if you return the item to us using the ‘Return to Sender’ method, or if you do not choose ‘incorrect/choice change of mind’ as the reason for the return in our returns portal in order to avoid paying return shipping, a fee of $19.95 will be deducted from your return amount.

Any items sent to us without a Return Authorisation Number, or after the Return Authorisation Number expires, will not be processed. Furthermore, items sent to us that are not listed under your Return Authorisation Number, will not be processed. If you want unauthorised items returned to you, the cost of shipping will be $19.95. All unauthorised items will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

Please note, in the case of incorrect choice or change of mind, EV Hair and Beauty will not provide a refund or credit for the original delivery fee (if any).

All incorrect choice/change of mind returns of online orders will be issued with an e-gift card and so your replacement items need to be purchased again through our website. As such, re-delivery fees will be charged at our prevailing flat-rate prices and any free standard shipping threshold will apply.

If you have any queries, please contact us at [email protected] with your order number.