Shipping policy
Thank you for visiting and shopping at The Aromatic Artisan. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 5 business days. We will contact you if, for any reason, there are delays.
For custom made products, please allow 2-4 weeks for processing.
3. Shipment Locations
3.1 Domestic and International
The Aromatic Artisan currently ships domestically (Australia) and also to New Zealand. If you have a question about domestic or international deliveries, please contact us at shannan@thearomaticartisan.com.au
4. Shipment Rates and Delivery Estimates
We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfill your order.
4.1 Standard Shipping
The order will arrive within 7-10 business days from shipping date.
Standard shipping costs $12.95. This is subject to change without notice.
4.2 Please note:
(i) Business day means Monday to Friday, excepting public holidays.
(ii) Orders are not shipped or delivered on weekends or public holidays.
(iii) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
(iv) We will not be responsible for the wrong shipping if you provide incorrect information.
5. Tracking Options
The Aromatic Artisan aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
5.1 Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with Australia Post. This service comes with tracking and your tracking number will be sent to your once it has been posted. If we are requested to make alternative shipping arrangements, we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country's Customs Department. The Aromatic Artisan is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in any way from the charges and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements of other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.
7. Damages
If there is any damage to the package/items on delivery, contact us immediately at shannan@thearomaticartisan.com.au with a description of the damage and photos.
8. Missing of Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We've found that, more often than not, the package is either in the building or with a neighbour. The Aromatic Artisan politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't found your order, please contact us at shannan@thearomaticartisan.com.au to report the missing or lost package, as well as open an investigation with your local Post Office.
9. Questions
If you have any questions about the delivery and shipment of your order, please see our FAQ page - https://www.thearomaticartisan.com.au/pages/faqs - or contact us at shannan@thearomaticartisan.com.au