Shipping and Returns

Information about shipping & deliveries, and our Returns Policy.

SHIPPING

Working Hours

Our working hours are Monday to Friday 7am – 5pm Australia (Melbourne) time. Processing times may vary due to sales, new products etc.

 

Shipping carriers

We offer Australian customers the option of Australia Post Standard and Express shipping and New Zealand customers are offered Australia Post International.

For our other international customers, we offer the premier courier DHL International.

Please contact us at shipping@zilchacne.com for a shipping quote for quantities above 4 or more.

 

Delivery times

These are all estimates provided by our courier companies. We do not guarantee delivery or shipment dates. Orders are shipped to the delivery address as entered by the customer when order is placed.

Customers will receive an email confirming their order shortly after the order is placed. If customer does not receive this email confirmation, please double check any spam folders.

NEW ZEALAND 

AusPost International: 3-5 Business Days

ASIA PACIFIC

DHL Packet Plus: 5-12 Business Days

WESTERN EUROPE / UNITED KINGDOM

DHL Packet Plus: 5-12 Business Days

USA / CANADA

DHL Packet Plus: 7-12 Business Days

REST OF THE WORLD

DHL Packet Plus: 9-16 Business Days

 

Receiving your item

Domestic Australian delivery time is estimated at 2-7 days after dispatch, depending on your location (regional addresses may have a longer delivery time than metro addresses). We use Australia Post to send all our parcels and provide tracking codes for you to check where your package is.

International delivery times are estimated by DHL Australia and vary region to region. 7 – 15 days are the average delivery times but we urge customers to check their tracking code with DHL to find out exact location details of your package.

We package and ship Australian orders on all business days, excluding public holidays. International orders are processed once a week and therefore have a longer handling time of up to 7 days.

If items are unclaimed at the Depot for more than 10 days, your item will not be returned to sender – it will be destroyed by our carrier. Zilch Acne Formula holds no responsibility to cover costs and no refunds will be issued in this instance. You as the buyer are responsible for claiming your goods.

If you have any problems while tracking your package, your first point of call should be to DHL in your region. The contact number for DHL in your region will appear on the DHL tracking page with your tracking number. We can also help find your package from DHL, but this can take 1 – 3 business days for our DHL support requests to be reviewed and answered.

 

Sales Duty and Import / Customs Fees

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. Orders may be returned for various reasons including: non-payment of tariffs, incorrect address, unclaimed at post office, etc. If a package is returned or rejected, customer will be contacted and will be required to pay for re-shipment postage.

If you refuse the shipment from us/choose the abandon the shipment, you agree that you will not be refunded.

 

Changing your postal address

If for some reason you need to update your postal address for where the package will be sent, please email shipping@zilchacne.com with subject “CHANGE OF SHIPPING ADDRESS” by 7am before orders are processed for shipping. Unfortunately shipping address changes received after 7am will not be able to be processed.

Please triple check all shipping details listed is correct is correct prior to completing your order. Once your order has left our warehouse we are unable to make any changes to this. The address submitted on order is final and any changes required are to be requested through the Courier Service.

 

RETURNS

 

Our Refund Policy applies to all purchases made on the website https://www.zilchacne.com

Due to the health risks from tampering, all products are sold on a “No Return Basis” unless faulty.
All refund requests must be made within 14 days of receiving the product.
Refunds will be issued in your original payment method.
If an order was returned due to an incorrect shipping address or the package was unclaimed, a $7 shipping fee will apply for redelivery. No refund will be offered if the shipping address has been entered incorrectly and the product is lost in transit.
All return shipping costs are the responsibility of the purchaser.

Zilch Acne Formula cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.

For any requests for returns under our Refund Policy please contact support@zilchacne.com.

 

Change of mind

We do not provide refunds for change of mind purchases.
At our discretion, special consideration may be given in exceptional circumstances. The goods must be in saleable condition, whereby the product is unused, unopened and supplied with all original packaging. Please ensure that you package the product appropriately so it does not get damaged in transit.

 

Faulty

All our products are triple wrapped post-manufacturing, and the factory bottle seal is checked before packing.
In the unlikely event of a faulty/damaged product, as stated by consumer guarantee, you may request to have the product replaced. Only if there is a major fault with the item, will the consumer guarantee of a refund apply.

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