Customer SErvice

SHIPPING AND DELIVERY

We provide standard shipping via Australia Post. Your order can be tracked via a unique item number which is emailed to you on despatch. We want you to be able to enjoy our quality products, so we aim to process and ship all orders within 2 working days. Most orders should arrive within 5 business days.

August 2020 COVID-19 update: Due to current restrictions Australia Post advise that there are delays in their network. Standard Post is the most affected with some parcels taking a few weeks to arrive. Express Post cannot guarantee next day delivery but is still the fastest option, usually within 3 days to a week depending on your delivery address.

PRIVACY AND SECURITY

We respect your privacy and only collect information required to complete your transaction. We will not disclose your details to third parties without your consent, unless required to by law.

We have implemented the Invisible reCAPTCHA on our site and your use of the Invisible reCAPTCHA when submitting a contact form is subject to the Google Privacy Policy and Terms of Use.

To see our full privacy policy please go to https://mtbaimbridgelavender.com.au/privacy-policy/

FREE SHIPPING OF RETURNS AND REPLACEMENTS

We guarantee your satisfaction with all Mt Baimbridge Lavender products. If you are not satisfied with your order, we will be glad to exchange or refund the item.

Please contact our Customer Care department before returning any merchandise. You may contact us on ph: 0418 586 918 or email orders@mtbaimbridgelavender.com.au.

Returned items should be new, unused and in their original packaging. Items must be received within 30 days of order. Please do not ship items without first contacting us.

FAULTY MERCHANDISE

We understand that circumstances beyond our control will sometimes result in faulty merchandise. If you receive a damaged or defective item, we will promptly send you a replacement or issue you a full refund. You will not be charged any additional shipping or handling fees for replacement of such damaged or defective shipments. We strive for top quality with every Mt Baimbridge Lavender product shipped. If for any reason you are unhappy with your item, please contact us.

Returned items can be mailed to the following address:
Mt Baimbridge Lavender, 15 Grace Ave, Hamilton, VIC, 3300. Please return your item via Australia Post and retain your receipt. Mt Baimbridge Lavender is not responsible for items damaged or lost in transit. We will refund *postage costs for the return of your approved items via your preferred payment method.

*Please provide a copy of the post office receipt by email to orders@mtbaimbridgelavender.com.au. Once the returned item has been received by us, the postage cost will be refunded. (Allow up to 7 days for the receipt of your refund)

Note: a cap of $20 per return refund applies.

ORDERING

Ordering online is safe, simple and secure with Paypal. Your payment details are not revealed to us. To place an order simply place your selected item/s into the cart and proceed to the checkout. The shopping cart will guide you through the steps. If you have any problems, please do not hesitate to contact us.

PAYMENT, PRICING AND PROMOTIONS

Payment is made through the secure portal of Paypal. You may make your payment as a guest and use your VISA or Mastercard credit card or debit card. Note: You do not need to have a PayPal account. If you are already have a Paypal account you can log in and save time with the express checkout. Any discounts or promotions will automatically be applied at the checkout.

VIEWING ORDERS

Every order has a unique number and can be viewed 24hrs per day. An email with the tracking no. of your parcel will be sent to you once your order has been despatched and can be tracked via the Australia Post website, www.auspost.com.au.

UPDATING ACCOUNT INFORMATION

Your account information including your username and password can be easily updated by logging in to your account.

CUSTOMER FEEDBACK and reviews

We love feedback. We always love to hear positive comments but we also like to hear of any improvements that we can make to help you and other customers with the shopping experience. 

With the shopping experience in mind customers consent to receive an invitation from Customer Reviews Ltd to review their order. CR collect reviews on our behalf.

Automated emails are sent to customers approximately 12 days after despatch. (this timeframe may vary slightly) The email invites the purchaser to submit a review about their store experience and the product/s purchased.

The reviews are authenticated and verified by Customer Reivews Ltd (an independent third-party organization) prior to them being published. Once the review is published, you will receive a discount coupon code to use for your next purchase. Valid for 90 days from review publishing date – discount applies to products only (not shipping costs).

Reviews can be made anonymously if desired.