SHIPPING & RETURNS

Shipping

Your parcel is in good hands.

We prefer to use 100% CARBON NEUTRAL options so Sendle is our first choice to deliver your goodies. We like to support good businesses doing good things. This delivery company is reliable, fast and super friendly. They also send you a notification when your parcel is picked up so you can track it along its journey.

DELIVERY TIME:

All orders are sent at 10am each morning. Orders placed will be sent the next working day.

Sendle delivery time = 1 to 7 working days. Depending on your location.

Australia Post delivery time = 3 to 10 working days. Depending on your location.

(Regional areas and PO BOXES )

If you need your parcel quickly please choose express post at checkout. Express post orders placed before 12 noon will be sent the same day.

SAFE DROPPING PARCELS:

All parcels are marked with Authority to leave. If you live in a unit or apartment block and prefer your parcel NOT be safe dropped at your door, please let us know. We will send the parcel with instructions so it is not left alone and you can organise collection at another time. Please note that you will need to deal direct with the delivery company.

SUPPLYING ADDRESS:

Please make sure your address details are correct. If incorrect details are supplied we are unable to guarantee delivery of your parcel. Re-delivery of parcels with incorrect address supplied will require postage to be paid.

TRACKING DETAILS:

To make sure you receive your parcel tracking number please ensure you provide your correct email address at checkout.

Thanks for shopping with us. We love sharing our organic goodies.

Desert Shadow.

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Returns & exchanges policy:

Change of mind or wrong items selected:

If you change your mind or select the wrong products we are happy to offer a store credit or exchange on items that are unopened and unused, according to the Australian Competition & Consumer Commission guidelines. The returned items must be in re-sellable condition, eg packaging intact & undamaged, un-marked with all components present.

Exchanges will be honoured provided the following can be met:

Contact us via email desertshadowcustomerservice@gmail.com within 7 days of receipt of goods. Please do not send returns unless you have contacted us prior.
Goods must be returned to us within 30 days of purchase. Please send to: Returns @ Desert Shadow PO BOX 329, Freshwater NSW 2096
Please include a copy of your purchase receipt or order confirmation - this is sent to the email address you provide at time of checkout.
Your exchanged items will be to the value of your original purchase receipt and any additional cost such as postage will be charged.
Your exchanged items will be dispatched within 7 days once the returns and payment for postage are received.
Items must be returned at the cost of the customer with a new postage label & tracking number. Please do not RTS (return to sender) because the package may not reach us and we do not take responsibility for this.
Items must be returned in a re-sellable condition where they have not been opened, with all seals are intact, packaging undamaged or unmarked and with all components present. Please send to : Returns @ Desert Shadow PO BOX 329, Freshwater NSW 2096.
Please note we do not offer refund for the delivery costs and we do not cover delivery costs of the exchanged goods. The delivery costs will be covered by the purchaser/returner.

To read the full ACCC consumer guarantees click here: https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees#consumer-guarantees-on-products-and-services

Damaged goods:

If your item arrives damaged or the contents is broken, please email us a photograph within 5 days of receipt desertshadowcustomerservice@gmail.com

Incorrect order:

If for any reason there is an issue with your order, with missing items or incorrect items please email desertshadowcustomerservice@gmail.com as soon as possible with details. Please include your order number, what you ordered and what you received.

Missing items inside your hair colour box:

If for some reason your box comes without a mix spice sachet or is missing a glove please contact us. All products are packed by hand, sometimes human error means we may (although it is rare) miss one of those items. When this happens it really is a genuine accident. Our procedures mean we check the packaging thoroughly and consistently but sometimes things slip through. Contact us to organise the missing contents to be sent to you.

Faulty goods:

On the rare chance you receive an item you believe to be faulty please contact us desertshadowcustomerservice@gmail.com. All of our hair colours come complete with instructions. Please make sure you read them in full and follow them to get the best results.