FAQs
Do you ship internationally?
Yes, we ship worldwide. Please note that the shipping costs to each country can vary. The cost will be shown at the checkout upon selection of your delivery location.
However, please note that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer’s responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with your purchase.
How much is postage?
Shipping is calculated at the checkout and depends on the weight of your parcel, unless your order exceeds $99.
How long will my order take to arrive?
We aim to dispatch all orders within 48 hours of receiving them. However in busy periods it can take up to 4 working days for your product to be dispatched.
We use Australia Post e-parcel which takes approximately 1-3 days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to 7 working days to Western Australia.
Can I have my order express posted?
Absolutely! There is a small fee that will populate at the checkout for express post.
How can I track my order?
Once your order is dispatched you will receive an email with your tracking number. To track your order, simple enter this number into the Australia Post tracking website. This link is also in the email.
What happens if I entered the wrong delivery information?
Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building and don't forget to add your company name to avoid your package being sent back to us.
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks and Australia Post may eventually return the package to us. In the event that this should occur, Love Your Health will cover the return fee from Australia Post but will not cover the cost to resend your package.
Do I have to pay the return to sender fee and a new postage fee if my package is not delivered?
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be $9.95.
What happens if I have an old address on my Pay Pal Account?
We only use the shipping address you add when placing the order. If no shipping address is added, we will use the billing address you added, so no need to worry if your Pay Pal address is wrong.
How do I know if my order has been successful?
You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we will send you an email to let you know and give you some easy payment options.
Can I change or add to my order once I have submitted it?
Unfortunately no changes can be made to your order once you have submitted it. All orders are packed as soon as they are placed for speedy delivery. If you have changed your mind on an item you have ordered, you are free to send it back for a credit note within 30 days. Please note we can not pay for your return postage in this case.
I forgot to add my discount code?
Unfortunately we can not apply discount codes after orders have been placed and processed. But if you have forgotten to apply a code, please e-mail us so we can supply you with a new discount code which will be valid for 3 months to use on your next order.
What is AfterPay?
Customers can choose to pay for their order in 4 interest-free instalments. Our payment partner for this service is AfterPay. All you need is a credit card for instant approval, there is no application form or fee. To get started simply choose the AfterPay payment option at the bottom of our Checkout.
After you check out we’ll pack and ship your order as usual and you will have three remaining payments to make to AfterPay, one every fortnight.
How do I make my remaining AfterPay payments?
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise AfterPay will automatically deduct the instalments from your debit or credit card every fortnight. AfterPay charges a fee for late payment.
What is the Love Your Health returns policy?
Any items that arrive broken or faulty will be replaced if we are notified within 3 days of receipt. For items that arrive broken or damaged, please email us a photograph within 3 days at info@loveyourhealth.com.au and the item will be promptly replaced.
We understand, sometimes you order something and its not what you expected. That’s ok providing you get the items back to us in the same condition they were received in within 30 days of receipt, and we will refund you your money.
Once the package is received we will refund you via the same method of payment by which you paid. You will receive the full amount minus any shipping fees (unless we shipped something to you in error).
Please note that we do not accept returns on sample items or after 30 days of the order being placed.
How do I return an item?
To return a product, please send them back within 30 days of receiving your parcel to our warehouse at:
Love Your Health Returns
3/12 Rudman Parade, Burleigh Heads, QLD 4220
For any faulty or incorrect items, please contact us at or info@loveyourhealth.com.au and we will guide you through this replacement process.
I have been sent an incorrect item/there is an item missing?
If for any reason there is an issue with your order (incomplete or incorrect), please email a picture of your packing slip to info@loveyourhealth.com.au within 3 days of receipt and we will guide you through the replacement process.
How do I order an item that is currently out of stock, will you be getting more in?
We do our very best to re-order an item as soon as we see stock levels lowering at a faster than usual rate, but sometimes we can’t keep up. If an item you want is out of stock, please click on the “notify when back in stock” button on the item and we will email you as soon as it is back.
We re-order stock daily so if there is a delay in any product being back, this is due to the supplier not having the stock available.
I added an item in my shopping cart and didn’t check out until a few days later, now this product is not available. Why did this happen?
Items placed in your shopping cart, unfortunately, are not held or reserved for you until you submit your order completely.
Can I return an item I bought on sale?
Items purchased on sale are not able to be returned for a refund or exchange.
Do you honour prices for sale items that are out of stock?
Please email us in these instances and we will assess the matter on an individual basis.
Where are your products sourced from?
We stock are range of products sourced from various ethical brands. Our products come from Australia, New Zealand, Europe, Asia, The United States & Canada. We specialise in Certified Natural, Certified Organic, Food Grade and Certified Biodynamic products.
What currency are your prices listed?
All prices on our website are listed in local AUD.
Do you have gift cards available?
We do! Gift Vouchers will be emailed to you within 30 minutes of your order.
Please note that we can not combine gift vouchers, only one voucher can be used per transaction. If you do not use your entire voucher in one transaction, please email us so we can provided you the remaining balance on a new
voucher. Gift vouchers are valid for 2 years from date of purchase and can be used for sale and promotional items.
How do I use store credits & discount codes?
To use your store credit, please add the code into the “Coupon Code” box at checkout. To use a discount code, please add the code word into the “Coupon Code” box at check out.
How do I get a discount code?
We offer discount codes regularly to our email mailing list. Please note that we cannot back date discounts on orders placed prior to the promotion.
Will my email be shared with a third party?
Love Your Health will never share your email or any other information with third party if you haven't given us consent. We only use your email for order confirmation, customer service issues or to provide your tracking code. All email addresses on our newsletter list are opt in only (we do not automatically add your email to this marketing specific list).
What type of security & payment protection do you use?
We use a 256-bit SSL security system that encodes all credit card and contact details to ensure their safety. Love Your Health uses a state-of-the-art web server with Two firewalls. It is self-hosted at a secure data centre, we do not use any vendor-supplied software such as third-party shopping carts or content management systems.
Cardholder data is not stored on the server, only transmitted to the payment gateway at the time of a purchase. This data transmission is encrypted. We do not use vendor-supplied defaults for system passwords and other security parameters. Love Your Health has a dedicated IT team that manages and monitors our servers and regularly test security systems and processes.
