All parcels for delivery within Australia and New Zealand are sent via AUSTRALIA POST. Shipping rates are charged based on a flat rate of $9.95 per order for standard shipping and $19.97 per order for express shipping. This rate is shown as “Shipping Cost” in the Checkout. Shipping is free for all orders over $99 within Australia and New Zealand*.
DISPATCH AND DELIVERY
We will dispatch the order within two business days except for homeopathic dispensary products which may 5-7 working days. Your order tracking number will be sent to your email and phone once released by Australia Post. This can take up to 48 hours after dispatching from our Service Centre. Delivery times will vary based on location. Kindly register your email and phone number with Australia Post.
Shipping within Australia is carried by Australia Post, though we may opt to use an alternate service where necessary. Please ensure a valid address is supplied – we can deliver to residential, business and PO Box addresses.
A courier service is used for international shipping. We ship to most countries. If you don’t see your country in our list, please contact us for further help.
Your full name, phone number and email address are required, as well as a valid shipping address. You will be contacted by our courier service in regards to customs, duties and fees where applicable and necessary.
We offer 2 levels of shipping to most places.
Standard shipping will cost from $29.97 to $39.97 and will take 2-3 weeks.
Express shipping will cost from $49.97 to $59.97 and will take 1-2 weeks.
Shipping is free for all orders over $149*. Due to the current climate, a delay might be expected.
Customs regulations are often complex and vary greatly from country to country. Unfortunately, Martin & Pleasance cannot guarantee any package will be accepted by customs.
It is the customer’s responsibility to ensure any product ordered is not restricted in their country, and the customer is responsible for paying any customs or import taxes, duties and fees charged by the relevant agency.
If you are concerned that your product order may be delayed or seized in transit, we recommend that you contact your local customs office for more details on the importation regulations and restrictions before placing your order.
If your order is seized by customs, you are responsible for contacting the customs office and resolving the issue. Martin & Pleasance cannot assist in clearing goods through customs, and will not refund or credit for goods seized.
If your order was refused by customs and returned to Martin & Pleasance, you will be refunded the original amount of your purchase, minus the shipping fee and return fee once the product has been received back into our possession. The return fee is equal to the cost of shipping.
* For bulky items (like 15L products and other 1L personal care products), please contact [email protected] to get quotes.
RETURNS AND REFUNDS
Change of Mind:
If you have a change of mind about your purchase or have ordered the wrong product, Martin & Pleasance will provide you with an exchange, or store credit provided that:
- You can provide a proof of purchase
- It is within 30 days of your item(s) being sent
- The item(s) is unused with original, sealed packaging and tags attached
- Where there has been a change of mind for whatever reason, the customer is responsible for the return shipping costs.
Listing Damage, Incorrect or Item is Not as Described Returns:
In accordance with any statutory rights you may have under the Competition and Consumer Act 2010 (Cth), which cannot be excluded, we will replace or reimburse you for any product which has been delivered to you and is faulty or damaged. If the item is incorrect due to an incorrect or incomplete listing on our website, Martin & Pleasance will provide you with an exchange, store credit or refund and cover 100% of the return shipping cost provided that:
- The item(s) is returned within 30 days of arrival
- The item(s) has not been opened and in it’s original, sealed packaging.
- Picture of the boxed item before sending the return.
If you wish to return such a product, we request that you do so through our “contact us” page.
If your order has been returned to our warehouse as it was not collected from the Royal Mail post office within the specified time frame, your order will be refunded less the postage fees.
Please note you are solely responsible for providing the correct delivery address when you place your order and we cannot be held responsible for items shipped to an incorrect address.