Shipping & Returns
Australian online orders: We have a shipping flat rate of $12.95AUD and an express rate of $19.95AUD.
We currently do not offer international shipping. Stay tuned for changes with this.
For all online orders of $100AUD or more we offer FREE standard shipping (exclusive of any other offers or discounts). We do not offer free express shipping.
UPDATE: Australia Post are experiencing some delays due to increased volume and workplace restrictions. Please see Australia Post website for further information.
All Australian online orders via standard shipping are anticipated to be delivered within 3-7 business days after dispatch for QLD, VIC, NSW and 7- 10 business days for SA, WA, TAS and are shipped via Australia Post.
Express orders are anticipated to be delivered within 2-3 business days after dispatch to most metropolitan areas (express shipping may take up to 5-7 business days to remote Australian locations).
Please note: We endeavour to dispatch orders within 1-5 business days, however during public holiday periods and sales this may take slightly longer. All our products are handmade so large orders can take longer to dispatch. Once your goodies are dispatched and on their way to you, you will receive a shipping notification via email.
FREQUENTLY ASKED QUESTIONS:
My item arrived broken or faulty.
For items that arrive broken or damaged, take an immediate photograph of how they arrived and email firstname.lastname@example.org to discuss our returns process. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to speak with you.
What happens if I am unhappy with the product I purchase or I changed my mind?
We want you to be completely happy with your purchase so, should you wish to return an item that you’ve purchased, please contact us within 21 days of receiving your product. You will need to ship us back the item, unopened and unused, within 21 days of receiving your product and within 7 days of contacting us, and a store credit will be issued to you once we have received the items and inspected them. The store credit can be used for online purchase only. Please be advise that proof of purchase must be provided.
*Shipping costs will not be refunded by rox lox haircare.
We recommend that you return items using a trackable postage method. we will not be held liable for parcels lost in transit.
I have been sent the wrong item.
If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email it to email@example.com and we will talk you through the returns process. Please email us within 7 days of receiving your order.
What is the policy for returning items purchased in store?
Products purchased through a stockist should be returned to the store purchased from who will in turn contact us.. We strongly recommend you keep your receipt.
What if I enter the wrong delivery address or order details/products?
In the event you have incorrectly entered information please reach out firstname.lastname@example.org to update information or cancel an order. we can not guarantee that our online orders team will be able to intercept the order prior to it being dispatched.
Please ensure the correct post codes are entered.
Rox lox haircare will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.
All parcels sent must be signed for. Delivery instructions can be provided when placing an order. Rox lox haircare accept no responsibility for lost or missing orders if you have given permission for the parcel to be left unattended without being signed for. Please ensure to collect your order from the designated Post Office or Parcel Locker within the provided timeframe to avoid parcels being returned to us as additional shipping costs may occur.
Please note: We send to residential addresses and PO boxes in Australia only
Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused, provided we are notified within 21 days of receipt and the item is returned within 7 days of contacting us.
Please note that Rox lox haircare are not responsible for any return shipping costs.
If you have opened your products and have another concern, please email email@example.com to discuss further.
We do not offer any returns on free products.
Products must be purchased using one of the payment options available on our website to be eligible for a return or store credit.