Shipping FAQ
CURRENT UPDATE:
Craft 360 will be closed as we take a short break from (14th to 23rd of Feb).
Orders placed after (13th of Feb - 3:00 pm) will be processed once we return.
Last dispatch: Thursday 13th of Feb - 3:00 pm
Order processing resumes: Monday 24th of Feb
Order on the Way? Or Just Planning Ahead?
Whether you've just placed an order or are considering one, we’ve got all the details on shipping, delivery times, and tracking right here. Check below for everything you need to know about getting your order safely and swiftly!
What are the Order Dispatch Days?
*The below table excludes any public holidays or holiday periods which will be consistently updated at the top of this page if applicable.
| Day Ordered | Before 9am Dispatch | After 9am Dispatch |
|---|---|---|
| Monday | Tuesday | Wednesday |
| Tuesday | Wednesday | Wednesday |
| Wednesday | Wednesday | Friday |
| Thursday | Friday | Friday |
| Friday | Friday | Monday |
| Saturday | Monday | Monday |
| Sunday | Tuesday | Tuesday |
How much does shipping cost?
Shipping costs vary by package weight and volume, which are shown at checkout. We negotiate competitive rates to pass savings on to you. For bulk pallet freight, please contact us for a quote.
Is there free shipping for VIC Metro?
Yes! Orders over $700 with a Victorian Metro address (as defined by Australia Post) qualify for free Standard shipping. Express Post is not included.
Is there a discount on shipping for other orders?
Absolutely! We offer a 15% shipping discount on all orders over $150. While we strive to keep our prices competitive, this makes it challenging for us to provide free shipping on all orders. We hope this discount helps make your shopping experience even better!
When will my order be dispatched?
We dispatch orders five days a week—Monday to Friday, excluding public holidays.
Can I select express postage?
Yes, express shipping is available at checkout, although it is unavailable for certain oils.
How long will my order take to arrive?
Express orders are estimated to arrive within 1-2 business days for express service areas. However, regular post may take a bit longer, so please check the estimated delivery times outlined below for more details.
| Location | Business Days |
|---|---|
| Melbourne Metro | 2 |
| Victoria Country | 3-4 |
| Sydney Metro | 4-5 |
| NSW Country | 5-6 |
| Canberra Metro | 4-5 |
| Adelaide Metro | 4-5 |
| South Australia Country | 4-5 |
| Brisbane Metro | 5-6 |
| Queensland Central | 5-6 |
| Far North Queensland | 6-10 |
| Perth Metro | 6-8 |
| Geraldton | 9-11 |
| Karratha | 9-11 |
| Western Australia Country | 10-12 |
Do I need to request a delivery signature?
You’re in control! Just add a note to your order if you’d like a signature upon delivery.
No Signature: We won’t be liable for any lost parcels if no signature is required.
Note: In some areas, a signature may still be required by Australia Post, no matter the preference.
I placed an order but didn’t receive confirmation—what’s going on?
If you haven’t received an order confirmation email, here’s what to check:
- Spam/Junk Folder: Sometimes emails can end up here.
- Email Account: Ensure you’re checking the correct email address.
If still no luck, please contact us, and we’ll follow up.
Returns & Exchanges – FAQs
Can I return a faulty or damaged product?
Yes! If you receive a product that is faulty or damaged, we will reimburse you. Please notify us through our Contact Us page, and we’ll sort it out.
What is considered ‘faulty’?
A faulty product is one that has a defect or has arrived damaged. However, the following are not considered faulty:
- Incompatibility of our products with items purchased elsewhere.
- Product mechanisms not meeting personal or business preferences (e.g., spray or dispensing speed).
- Minor scratches or marks on bottles from transit.
What if you made a mistake with my order?
If we’ve sent the wrong product, size, colour, or quantity, or if an item is missing, we’ll correct it by sending the right item as soon as possible. You’ll need to provide photo evidence, and the issue must be reported within 30 days.
Can I return a product if I change my mind?
Due to industry standards and quality control, we do not accept returns or exchanges for the following items:
- Bottles, closures, dispensers
- Moulds, raw ingredients, carrier oils
- Nasal inhalers
However, for crystals, bags, and packaging, we offer exchanges if:
- The item is unused and unopened
- You return it within 30 days with proof of purchase
- You cover the return postage
Note: We do not offer refunds for change-of-mind returns.
Who covers shipping costs for returns and exchanges?
- If the product is faulty or we made an error, we’ll cover the cost.
- If you’re exchanging an undamaged product, you’ll need to pay for return shipping, and also cover the cost of shipping the replacement item.
What if a replacement product isn’t available?
If we can’t replace or exchange an item, we’ll refund the purchase price (excluding shipping and packaging costs) to your original payment method.
Still have questions? Contact us – we’re happy to help!
For full detailed information on our return policy, view our Terms and Conditions here.