Shipping/Returns
1. How long will my parcel take to arrive?
Between four and ten business days ❤️
2. Do you ship internationally?
Unfortunately not at the moment, but we will very soon 🌍 STAY TUNED!!
3. Which courier do you ship with?
Australian shipping is available via Australia Post.
An invoice will be sent to the nominated email address that you enter at checkout. We endeavour to process orders within 1-2 full business days and aim to have items delivered to you as follows: Estimated delivery times (business days).
Parcel Post 4-10 Business Days (Price calculated at checkout)
Standard Shipping (Parcel Post) is FREE for all orders over $85.
4. Cost of Shipping
Exact shipping and delivery charges are determined by your location and the package weight.
Please use the shipping calculator at checkout for your specific shipment costs.
5. Express Shipping
Our Suncare range cannot be shipped via air. We are working on same-day delivery, stay tuned.
6. Exchanges
Unfortunately, we do not offer exchanges. We are working on a credit system. Please contact us if you have any issues with your product.
Olivia Rae reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
Order Queries
1. Can I make changes to my order?
We aim to get your orders out as quickly as possible, so once your order has been placed, it is unlikely our customer support team will be able to make any changes to your order if processed.
Please contact us immediately if the changes include:
- Cancelling your order
- Changing item/s or size
- Shipping and Billing address
- Adding items to an order
- Shipping method
- Payment method
If you have provided an incorrect address at checkout, we are not liable to refund or replace the order.
How do I contact Olivia Rae Ptd Ltd? Please contact us here.
2. Problems with delivery / shipping
Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact us at daniel@byoliviarae.com to assess the damage and work out a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution.
For returns under Australian Consumer Law, please contact us at daniel@byoliviarae.com to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.
We reserve the right to charge for return shipping in certain circumstances.
3. Can I pay with Afterpay?
Depending on the value of your order, you may be subject to customs or import duties. The receiver's responsibility is to cover these costs, and charges vary from country to country.
4. Change of mind returns
Unfortunately, due to TGA regulations, we cannot accept the return of any of our products. Please choose carefully and ensure that any product you select is right for you based on the advice received from your healthcare provider or general practitioner.
5. Other returns
Where required under Australian Consumer Law, Olivia Rae will accept Product returns and provide you with an exchange, repair or refund (as applicable) where:
The product is damaged, or
The product is faulty, and
You can present your online tax invoice or other adequate proof of purchase.
Olivia Rae may elect to return the product to the manufacturer to determine the nature of the problem.
Olivia Rae reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
6. Changes to return policy
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
This Policy is to be read in conjunction with our Terms and Conditions, Terms of Use and Privacy Policy.
Subscription
1. How do I cancel my subscription?
You can cancel anytime. Simply enter he email you used to purchase your product HERE! Follow the prompts to receive a code. Once you access your account, you will be able to skip or cancel. If you have any issues, please email contact us HERE.
2. How often will my suncare products arrive?
Monthly or bi-monthly depending on which option you choose! If you ever want to change this, you can do so by logging into your account. Simply create an account with the email you used to purchase your products, then you're the boss of your subscription!
Packaging
1. Is all your packaging sustainable?
We are glam but grounded. Packaging is not meant to be nice; it's meant for recycling. Olivia Rae is forward-thinking, focused and always trying to improve.
The planet's health is a priority. Our aim always is to be *zero-waste*.
Our bottles are made from 100% recycled plastic.
Our 100% recyclable delivery boxes are consciously crafted with vegetable ink, allowing them to break down easily. Learn how to compost here.
Media/Press