Shipping & Returns
IMPORTANT NOTE: Our WA office is closed from Friday 21st December 2018 to 2nd January 2019 for the festive holiday period in Australia. All orders placed from 10am on Friday 21st December to 10am on Wednesday 2nd January will be dispatched, subject to normal dispatch terms and product availability, on Wednesday 2nd January.
Orders Over $89
Orders Under $89
|Standard Delivery (3-7 Business Days)||FREE||$6.95|
|Express Delivery (2-4 Business Days)||$6.95||$11.95|
|Pick-Up Next Business Day (WA orders)||FREE||FREE|
|International Delivery (New Zealand)||$19.95|
FREE SHIPPING PROMOTION
Alive Skin + Hair is offering Free Shipping on all orders over $89 for Australian addresses. Free delivery can be selected at checkout once products in cart total $89 or more. Please note that from time to time our shipping offers may vary and may end at any time.
AUSTRALIA POST DELIVERY INFORMATION
Alive Skin + Hair utilises delivery options provided by Australia Post. A signature will be required at time of delivery and must be signed by someone living at the address. Once dispatched, you will receive a tracking number via email. It usually takes 2-4 days for express delivery and up to 7 days for standard delivery (10 business days for country and rural locations). Next day delivery is only available for addresses in Australia Post's next day delivery network. New Zealand orders can take up to 10 business days due to customs clearance. Please note the suggested delivery times are guidelines only and we are not responsible for any unforseen delays in delivery by Australia Post. All products are packaged with care to ensure they arrive unharmed.
Australia Post Standard - Signature is required. Delivery to PO boxes, parcel lockers and parcel collect is available. Tracking number will be provided via email at time of dispatch.
Australia Post Express - Signature is required. Delivery to PO boxes, parcel lockers and parcel collect is available. Tracking number will be provided via email at time of dispatch. Next day delivery network locations can be found here (http://auspost.com.au/parcels-mail/delivery-areas.html).
CLICK & COLLECT
Click and Collect for online orders is available in Western Australia. Our premise is located at Duncraig Shopping Centre in Perth, Western Australia. Orders are available for pickup on the next business day after the order is placed. You will receive a SMS text message when your order is ready. If you are unsure whether your order is ready for pickup, please call us on 1300 688 088. Please note that the opening hours are located on the Alive Medispa website. You can see these here.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DISPATCHED
If the products in your order are showing as 'Ready for Dispatch' then they will usually be sent on the next available business day or same-day if ordered before 12pm AEST*. In certain circumstances products may dispatch within 1-2 business days. Products that are not in stock will generally be shipped within 2-5 business days, or when the stock is received from our suppliers. If you order contains products with different availabilities, your order will be shipped when all products are available.
*Same day dispatch is only available on business days.
Online shopping should be easy and convenient. Alive Skin + Hair’s Returns Policy applies to all purchases made online at aliveskinhair.com.au and does not exclude or replace your rights given under the Australian Consumer Law.
For change of mind or incorrect ordering of items, simply return the item to us within 30 days. We will then issue you with a store credit equivalent to the purchase price less our reasonable shipping costs. When returning the item/s please ensure that you, include proof of purchase, the item is returned in its original packaging and is in a saleable condition (unopened, unused and in the original pristine condition). This does not apply to items that are electrical, sale or clearance items.
For faulty or incorrect products, please contact us immediately on 1300 688 088 or email us from the contact page and our customer service team will be able to advise next stages in the return process. You will not be charged delivery or postage on faulty or incorrect products. Please note that some of our suppliers, particularly those of electronic goods, have specific arrangements in place to deal with faulty products. We will, almost always, follow these procedures to ensure that faulty products are dealt with in the most efficient and timely manner possible. Please contact us if you require details of any specific returns arrangements.
In extreme cases where your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately and call 1300 688 088 to speak to one of our skin therapists. Alive Skin + Hair is governed by each brands’ own policy and procedure in relation to the handling of an allergic reaction. In most cases photographic evidence is required to substantiate an allergic reaction claim.
Initiating a return is easy. You can contact us from our contact page and request a returns form. Returns can be sent to:
ALIVE SKIN + HAIR
SHOP 16B / 50 MARRI ROAD,
DUNCRAIG WA 6023
We advise customers to send items back using a traceable postage product as we can not be held liable for lost items. If the original purchase included a free gift or was part of a bundled offer, these items must also be returned.
Once returns have been received, a member of the Alive Skin + Hair customer service team will contact you. Alive Skin + Hair will not reimburse delivery fees, transaction processing fees or any other costs incurred in delivering or having the item/s returned unless the item is faulty. Refunds and credits will be processed and paid within 2-3 business days of receiving the items. Refunds will be paid to the original method of payment at the time of ordering. Please note that these timeframes represent our internal processing timetable. External factors, such as the method of payment, the bank you use, may impact on when you receive the refund.