Due to COVID-19, our international and domestic shipping partners are experiencing postal delays, and some international destinations have been temporarily suspended. We will do our best to update our site when new information becomes available to us. See below for more information about COVID-19 shipping delays.
COVID-19 DOMESTIC DELAYS
Australia Post has temporarily suspended their Express Post guarantee of next day delivery. Express Post is still available but orders may not be delivered next business day every time. For more information visit the Australian Post Coronavirus Domestic updates page.
WHEN WILL MY ORDER BE SENT?
To the best of our ability, orders received by 3:00pm, Monday to Friday, will be dispatched the same day for express delivery option and no later than the following day for standard delivery. *There may be slight delays in shipping (for express and standard) at times of high volume orders. Please also consider public holidays when checking shipping method. If you have any concerns or questions regarding your order please contact customer service or phone us on 1300 66 11 76.
HOW DO I TRACK MY ORDER?
Once your order has been shipped, you will receive an email from E-Parcel with a link and your tracking number. If your package has not arrived within the timeframe advised, please call your local Post Office just to make sure it's not waiting there for collection. If the parcel is not at the Post Office, call our Customer Service Team on 1300 66 11 76 or email firstname.lastname@example.org and we'll chase it up with Australia Post for you.
DHL Express Courier's are unable to deliver to a PO Box/Parcel Locker. If you would like your Parcel delivered to a PO Box/Parcel Locker, please select DHL Standard Delivery. If you enter a PO Box for Express Delivery, your order will not be shipped and we will contact you for an alternative address. If we don't hear from you within 48 hours of contacting you, your order will be canceled and refunded.
COVID-19 INTERNATIONAL DELAYS
Our International shipping partners are experiencing postal delays and some destinations have been temporarily suspended. If you are unable to select your country during checkout then our shipping partner has temporarily suspended shipping to your region.
These are very unusual times. Whilst our team are unable to actively reach out to our overseas customers with updates, we will do our best to update you here as new information becomes available to us. Please note - Shipping delay timeframes are changing frequently so don't forget to check back. Your support and patience is greatly appreciated.
DHL Standard Shipping updates
NZ/USA - no current delays
Canada & Rest of the World - approximately 10 business days.
DHL Express Courier updates
No current delays
*Please note these delays are on top of the regular delivery time frames, not from the purchase date.
CUSTOMS AND DUTY TAX
International orders can incur taxes and duties as determined by the Customs agency within the destination country. Although this doesn't always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an 'Additional Postage Fee', more information can be obtained by contacting your local customs office. The customer will be responsible for any customs or import charges.
We will accept product returns if you change your mind within 5 days following the date of purchase. To qualify for a change of mind return, product/s must be unopened, unused and with all original packaging and/or labels intact. If we are satisfied with the condition of the returned product/s, we will provide the customer a store credit valid to the value of the returned product/s less any freight or handling costs communicated in advance to the customer. Store credits are valid for 30 days and are only for use at ponicosmetics.com.au
If we are not satisfied with the condition of the returned product/s, the product/s will be returned to the customer at the customer’s sole cost. Shipping fees associated with the return of goods are at the sole responsibility of the customer; the exception to this is where we have deemed the product to be faulty where we will arrange the method of return at our own cost.