Our policies in plain English

How long will my order take?

• We only deliver inside Australia. We do not send orders overseas.
• It usually takes us 1-3 business days to pack your order (weekdays, not weekends or public holidays). We email you when it has been sent.
• We strive to deliver fast. After we send it, we aim for it to arrive within 5-10 business days. Delays from the courier or our suppliers mean it can sometimes take longer.
• Most parcels go with Australia Post or Couriers Please.
• You can sometimes pick up an order from a local store or market. Message us to organise a time.

How much is shipping?

• Under $180: $9.95 shipping.
• $180 or more: free shipping.
• You will see the exact shipping cost before you pay.

What if my parcel is damaged or comes back to us?

• Damaged on arrival? Email us soon with your order number and a photo. We look at each case and try to sort it out fairly.
• Parcel comes back to us because nobody collected it? You can ask for a refund, but we keep 30% as a handling fee, and shipping is not refunded.

Read the full Shipping Policy

Can I send something back?

• For most unused items, you can ask to return them within 30 days of getting them. They need to be in the same condition, in the original packaging, with tags still on where they had tags. Keep your receipt or order email.
• Email us first at support@essentialoilsqld.com.au. Do not post the item back until we say yes.
• When we say yes, we send you a free return post label and tell you where to send it.
• Do not post items back without asking. We will not accept them.
• Some things cannot be returned, such as sale items, gift cards, change-of-mind returns, food or other fresh goods, made-to-order items, some personal care products, and dangerous or flammable goods.
• We do not usually swap items. Send the old one back, then buy the new one.

How do I get my money back?

• Check your parcel when it arrives. Tell us straight away if something is broken, faulty, or wrong.
• After we get the return and check it, we tell you if the refund is going ahead.
• Refunds go back to the same card or payment method within 10 business days. Your bank may take a bit longer to show it.
• Still waiting more than 15 business days after we approved it? Contact us.

Read the full Return & Refund Policy

What should I do before I use a product?

• Read the label on the bottle or box, and follow those directions.
• What you read on our website, emails, blogs or social media is general information only. It is not personal medical advice, and it does not replace your doctor or vet.
• Pregnant, on medicine, unwell, or unsure about an animal? Ask your doctor or vet before using a product.
• Always check the real label before use. Details on the website can change, and makers can update products.

Are these products medicines?

• A few products are listed as health products in Australia. You may see AUST L or AUST R on the label for those. Follow that label carefully.
• Most essential oils and related products here are everyday wellness or home products, not medicines, unless the product clearly says otherwise.

Read the full Website disclaimer

Are essential oils safe around pets?

• Essential oils are very strong. Pets can be harmed if they swallow them, get them on their skin, or breathe them in.
• How risky it is depends on the pet, the oil, how strong it is, and how you use it.
• Do not put oils on a pet, in their food or water, or use oils to treat a pet unless a vet tells you to.
• Keep bottles and diffuser liquid away from pets.
• Cats, birds and reptiles are often more sensitive. Ask a vet who knows that animal before you diffuse nearby.
• We do not claim our products are safe for pets or meant for animals.
• Some product pages show extra pet safety notes. Read those when they appear.
• Pet swallowed oil, got it on their fur, or seems unwell? Call a vet, or the Australian Animal Poisons Helpline on 1300 869 738.

Read Essential Oils and Pet Awareness

What rights do I have as a shopper?

• Australian consumer law still protects you. We cannot take those legal rights away.
• When the law says we must repair, replace or refund something, we follow the law.
• When you use this website or buy from us, you also agree to our Terms of Service.
• You need to be old enough under your local law to use the site, or have an adult’s permission.
• Our terms cover orders, payments, accounts and how the website works.
• Queensland and Australian law apply to these policies.

Read the full Terms of Service

What do you do with my details?

• We collect details you give us to place an order, such as your name, address, phone number and email.
• We may also see how people use the website, for example through cookies.
• We use that information to send your order, help you, improve the shop, and follow the law.
• The full Privacy Policy explains what we keep and how we look after it.

Read the full Privacy Policy

How do I get help?

We are Essential Oils QLD (business number ABN 23 846 224 117), at 1-31 Elsie Street, Kallangur QLD 4503, Australia.

• Email: support@essentialoilsqld.com.au
• Phone: 0478 567 207 (about 10am–4pm Queensland time)

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