Help & FAQ

Are your products vegan and cruelty free?
Yes, we are 100% vegan and cruelty free. We test only on our human friends

Where are your products made?
All essentially audrey products are handmade in geelong, victoria, australia.

Where can I find the full ingredient list of each product?
All ingredients for each product are located on their individual product page

Are Essentially Audrey products organic?
We use some organic ingredients in our products, however not all ingredients are certified organic. We ensure that all of our ingredients are sourced sustainably and are of the highest quality

What payment methods are available?
Essentially audrey accepts PayPal and credit card payment via Visa, Mastercard, American Express.

How long will it take for someone to reply to my email enquiry?
We endeavour to get back to everyone within 48hours

How can I subscribe to the mailing list?
You can sign up to our mailing list here. Welcome 🙂

What happens after I place my order?
Welcome to the Essentially Audrey family. We will send you a confirmation email with all of your order details. We endeavour to dispatch your order within 48hours. You will receive a dispatch confirmation email with your tracking details.

How can I cancel my order?
Each request to cancel an order is reviewed on an individual basis. Send an email to essentiallyaudreyaus@gmail.com with “Cancel Order” as the subject line. Include in the email your name, the order number and date of order.

If your order has not left our dispatch centre we may be able to cancel your order, however if it has already left, we will not be able to cancel your order.

Essentially Audrey is not responsible for any unwanted or incorrect orders. Cancelations are not guaranteed.

My order arrived damaged, what should I do?
We are so sorry. Please send an email to essentiallyaudreyaus@gmail.com with “Damaged Order” as the subject line. Include in your email, your name, the order number and date of order. We will get back to you with what you need to do.

How much does shipping cost?
We only ship within Australia. Shipping will be calculated at checkout.

Regular and express shipping is available. For orders of single small items, lip balm, 10g aluminium tins (3pax), items will be shipped via a large letter service untracked. All other items will be sent via tracked shipping.

How long will my order take to arrive?
Regular tracked parcels – please allow 2-10 business days for your parcel to arrive after it has been dispatched. During COVID-19 there may be some shipping delays. Please be patient during this time.

Express parcels – please allow 1-2 business days for your parcel to arrive after it has been dispatched. During COVID-19 there may be some shipping delays. Please be patient during this time.

Can I change my shipping address after my order has been dispatched?
Unfortunately not. Once your item has been dispatched we are unable to change any of the shipping details. Please always double check all information prior to submitting your order. Please contact us (essentiallyaudreyaus@gmail.com) as soon as you find an error.

You may be able to contact Australia Post and redirect your parcel to a different address or post office. Essentially Audrey is not liable for missing orders due to incorrect details.

How can I track my order?
You can track your order via the tracking link provided to you in your notice of dispatch email. If you are unable to find these details at any stage please email us (essentiallyaudreyaus@gmail.com) and we can help you out.

Can I return my order?

ONLINE RETURNS & EXCHANGES

At Essentially Audrey, your satisfaction is important to us. If for any reason you are not completely satisfied with your products purchased from Essentially Audrey, you may return any item in its original condition for a full refund or exchange within 14 days from delivery.

Refunds and Exchanges will be processed within 2-3 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card used.

We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will return such goods to you within 28 days of our notification.

Please contact us if you require a return.


DAMAGED / FAULTY / INCORRECT ITEMS

All items must be inspected within the first 14 days of receipt. Returns will not be issued after this date.

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please notify us immediately by filling out our CONTACT US FORM.

Where can I see your products in person?
Our products are stocked in a range of stores around the region, and we also visit some markets. Take a look at our stockists page for details.

How do I become a stockist?
Simply fill out the wholesale application form and we’ll review your details and be in touch!

Didn’t find the answer you were looking for? Get in touch and we’ll get back to you as soon as we can!

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