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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 orders under $200 will be dispatched 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 let us know in the 'comments' section during the checkout process or contact us immediately after placing your order.

For orders of $200 or more, we will request a signature on delivery. Any instructions for authority to leave relating to parcels of $200 or more will be ignored.

Standard Shipping: Usually arrives in 2 - 5 business days after dispatch. The cost is $6.95 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 $9.95 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 do not provide a free re-send for returned parcels that result from customer error (e.g incorrect address entered during checkout) or failure of the customer to pickup their parcel from the post office. All re-sends will be charged at a flat-rate of $9.95. For more information regarding collection of your parcel from an Australia Post outlet, please click here.

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. Please note we reserve the right to verify warranty claims before providing a repair, replacement or refund.

We may ask you to return the item back to us in order for us to make an assessment of your claim. This return will be at our cost and we will supply you with an return label and provide return instructions. You must contact us to receive a return authorisation number before sending an item back to us. This return authorisation number is valid for 30 days. Items sent to us without a return authorisation number, or with an expired authorisation number, will not be assessed and these items will cost $19.95 to be sent back to you. All items returned without authorisation will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

If your warranty claim is not approved, we will not cover the cost of returning the item back to you. The cost to return the item back to you is $9.95. Items not approved under warranty will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

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.

Any items sent to us without a return authorisation number, or items sent to us that are not listed under your return authorisation number, will not be processed. If you want these items returned to you, the cost of shipping will be $19.95. All unauthorised items will be held for 90 days. If no instruction is received within that time, the rejected item(s) will be disposed of.

Please note: In-store credit notes 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.