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Shipping & returns

Shipping

All orders are shipped from Sydney, Australia. We aim to dispatch your items within 2 business days of receiving your order, however we usually dispatch orders within 1 business day.

Goods will be sent with tracking available via Australia Post. If express shipping is chosen at checkout, the parcel will be sent via Australia Post's Express Post service. For further information regarding the Express Post service, and which postcodes it covers, please click here.

Please note, once orders have left our warehouse we have no control over the performance of our shipping partners and cannot make any guarantee as to when deliveries will arrive.

Deliveries cannot be made on specific days or at/in-between specific times. Nor are we able to call or sms you when deliveries arrive. Any such requests will be disregarded.

All deliveries will be sent with 'authority to leave'. We do not take responsibility for orders that are lost, stolen or damaged once the parcel has been delivered to the correct delivery address. 

If you prefer a signature to be requested on delivery, please contact us immediately after placing your order. Once we receive your request, we will invoice you an additional $3 for the signature on delivery service. This must be paid prior to your delivery being sent.

At our discretion, we may ask for a signature on delivery for high value parcels. There is no additional charge if the request is made by us. Any instructions for authority to leave relating to high value parcels will be ignored.

Standard Shipping: Usually arrives in 2 - 5 business days after dispatch. The cost is $7.95 per order, however, this will be provided at no charge for orders of $50 or more.

Express Shipping: Usually arrives in 1 - 3 business days after dispatch. The cost is $10.95 per order.

Store Pick Up: There is no charge to pick up your order from our retail store. Please visit our locations page for our store location and opening hours.

For late or missing parcels, we reserve the right to lodge an investigation with our shipping provider to help us determine if you are eligible for a refund or the re-sending of your order to you. Investigations can take up to ten business days to reach an outcome.

We reserve the right to charge our current flat-rate fees for parcel re-deliveries that result from customer error (e.g incorrect address entered during checkout.)

Returns

Delivery Claims

Claims for soiled items, items damaged in transit, missing or wrongly supplied items must be made in writing within 7 days from when the item is delivered to you. No claims will be recognised after this time. Please note that such claims will be subject to our approval after weight checks, photographic evidence and/or other methods are used to verify your claim. If we ask you to return the item, this will be at our cost.

Warranties

If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under Australian Consumer Law. If we ask you to return the item, this will be at our cost. We will supply you with an return label and provide return instructions. Please note we reserve the right to verify warranty claims before providing a repair, replacement or refund. If your warranty claim is not approved, we will not cover the cost of returning the item back to you.

Refunds with Afterpay:

Afterpay - In-store: Refunds for purchases made with Afterpay in-store can only be processed in-store.

Afterpay - Online: Refunds for purchases made with Afterpay online can only be processed online.

Incorrect Choice/Change of Mind

In the case of incorrect choice or change of mind, we will provide an exchange or credit note for in-store purchases, while an e-gift card will be issued in lieu of a credit note or exchange for items purchased on our website. Change of mind/incorrect choice returns will only be approved if the following conditions are met:

Please note, in the case of incorrect choice or change of mind, EV Hair and Beauty will not provide a refund or credit for the original delivery fee (if any).

All incorrect choice/change of mind returns of online orders will be issued with an e-gift card and so your replacement items need to be purchased again through our website. As such, re-delivery fees will be charged at our current flat-rate prices and standard free shipping thresholds apply.

If you are a local customer, online purchases can be returned to our retail store with proof of purchase. Please see our website for store locations.

Please note: In-store credit notes issued cannot be used on our website. However, upon request, we can provide you with a e-gift card instead of a credit note so that you can redeem your credit on our website.

If you have any queries, please contact us at [email protected] with your order number.