Delivery & Returns Policy
Delivery & Returns Policy
Delivery
We currently ship orders from Sydney, and deliver to all locations in Australia. We’re actively working on expanding our reach to include New Zealand and other countries in the future. Stay tuned for updates!
When will my order ship?
We’re on the ball when it comes to processing and shipping your orders, typically within 1-2 business days (Monday through Friday, excluding holidays).
However, it’s worth noting that due to ongoing global supply chain challenges, some orders might take a tad longer than expected to reach you. If you’re experiencing any extra delays with your order, don’t hesitate to give us a shout at [email protected].
The good news is, once your order is enroute, you’ll receive a shipping confirmation email, complete with tracking info. Just a heads up, it might take about 24-48 hours for the tracking details to work their magic and update.
How long will my orders take to arrive?
All orders are shipped from Sydney. Delivery timeframes for orders are displayed in the table above.
Orders placed on weekends and public holidays typically will be shipped the next business day. Orders to rural areas of Australia may take up to 10 business days depending destination.
Please keep in mind that, during sale periods, holidays, and when Mother Nature throws us a curveball with extreme weather events, your shipping might take a little extra time to reach you. Thanks for your patience and understanding!
Do you ship to PO Boxes and parcel lockers?
We deliver to PO BOX & Parcel Lockers. If you’re using a Parcel Locker, just be sure to include the street address of the Parcel Locker location to ensure a smooth delivery.
International shipping
Currently, we only ship domestically in Australia.
We’re always here to help and look forward to expanding our international shipping options in the near future!
Shipping addresses and stolen packages
If a parcel makes its way back to Dermessa because it went unclaimed or had an incorrect address submitted with the order, there’s a little something to consider. You’ll be responsible for an additional handling and postage fee of $10 to have it re-delivered. If you’d rather get a refund for the returned parcel, we’ll deduct $10 from the total order amount (excluding Express Shipping charges) to cover handling and postage fees. Please note that Dermessa won’t be accountable for unclaimed or incorrectly addressed parcels, and we can’t offer replacement packages.
It’s crucial to note that we’re only responsible if the loss or theft occurs during transit. That’s why we provide tracked shipping for most orders, and parcels marked as “Delivered” or “Completed” will be considered as successfully delivered.
We ship via AusPOST, and if you happen to have a MyPOST account, you can request Redirection and Safe Drop. However, we want to be upfront and tell you that it’s not our recommended choice. If you do decide to go for Redirection and/or Safe Drop, please know that Dermessa won’t be responsible for lost parcels, undelivered parcels, or parcels delivered to the wrong address for your order. To steer clear of the need for redirection, just double-check your address on your order confirmation email.
Can shipping charges be refunded?
Returns Policy
What can be returned?
- You can return unopened, unused, and undamaged items within 30 days of receipt.
- Items marked as “Final Sale” or “Clearance” cannot be returned.
How to return an item
- Contact Us: Please initiate your return by contacting our customer service team at [email protected] within the return window of 30 days from receipt. We’ll provide you with a return authorisation number (RAN) and instructions on how to return your items.
- Pack your items securely: Repack the items in their original packaging, if possible. Please include the packing slip or a copy of your order confirmation with your return.
- Ship your return: Ship your return package to the address we provide with your RAN. We recommend using a trackable shipping service and keeping your receipt for proof of return.
Refunds
- Once we receive your returned item(s) and confirm they meet the return criteria, we will issue a full refund to the original payment method within 14 business days.
- Shipping costs are non-refundable unless the return is due to our error (e.g., incorrect item shipped).
Exceptions
- We reserve the right to limit returns or refuse a return if we believe the return policy is being abused.
- Returns received after the return window will not be accepted.
- For health and safety reasons, we cannot accept opened, used or damaged items.
Other notes
- We are not responsible for return shipping costs unless the return is due to our error.
- It may take some time for your bank or credit card company to process the refund after we issue it.
Thank you for your understanding!