Our customer service and warehouse hours are Monday to Friday 7am – 5pm Australia (Melbourne) time. Processing times are usually the same day or 1 business day. This may vary due to sales and promotions periods, new products etc. COVID-19 Pandemic may see some dispatch delays by 1-2 business days.
We package and ship Australian and U.S orders on all business days, excluding public holidays.
International orders are processed 1-2 times a week and therefore have a longer handling time of up to 4-7 days.
We have two warehouses where stock is dispatched from: Melbourne Australia, and California U.S.
- We offer Australian customers the option of Australia Post Standard and Express shipping and items are dispatched from Melbourne, Australia.
- All U.S.A. orders are dispatched from California U.S, via USPS.
- All NZ orders are dispatched via Australia Post International.
For all other international customers, we use DHL International or Australia Post International. Once an item reaches your country, it will then move into your local postal carrier for final delivery.
Please contact us at firstname.lastname@example.org for a shipping quote for quantities above 5 or more.
COVID-19 SHIPPING: Please note that due to COVID-19, restrictions, lock-downs and social distancing measures there are delays for all items leaving Australia.
Please allow up to 4-8 weeks delivery to include all the additional safety measures in place in each region.
Please practice kindness and patience with all postal delivery services as they work through these times.
Our delivery timeframes are estimates so please check here for more accurate information:
Australia Post International: https://auspost.com.au/service-updates/international-delivery-times
Australia Post Domestic: https://auspost.com.au/service-updates/domestic-delivery-times
DHL International: https://www.dhl.com/au-en/home/our-divisions/ecommerce/shipping/international-shipping.html
We do not guarantee delivery or shipment dates.
Orders are shipped to the delivery address as entered by the customer when order is placed. Please note we cannot control any times when your package is clearing customs within your country, and we cannot redirect a parcel after it has been shipped.
Customers will receive an email confirming their order shortly after the order is placed. If you do not receive this email confirmation, please double check any spam/junk folders as this is an automatic email and should be sent to all customers after an order is placed.
Australian delivery time is estimated at 2-7 days after dispatch for regular post and Express post next day or 1 business day, 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.
USPS Standard Shipping: 2-8 Business Days from our California, U.S warehouse. FedEx may be used if parcel is large. The product sent within the U.S is identical, and is labelled with our U.S Label for Zilch Clear Skin Formula.
AusPost International: 3-10 Business Days
DHL Packet Plus: 9-12 Business Days
WESTERN EUROPE / UNITED KINGDOM
DHL Packet Plus: 9-15 Business Days
DHL Packet Plus: 9-15 Business Days
REST OF THE WORLD
DHL Packet Plus: 9-20 Business Days
International delivery times are estimated by our couriers. We do not guarantee any delivery timeframes.
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 our couriers and vary region to region. 7-15 days are the average delivery times but we urge customers to check their tracking code 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-twice a week and therefore have a longer handling time of up to 7 days.
Where is my item?
If you have any problems while tracking your package, your first point of call should be to the courier or your local postal service in your region.
Once an item has entered your country it will move into your local postal service of the country. You can use your tracking code with them for up-to-date information and tracking.
We can also help find your package from our courier services, but this can take 2-3 business days for our 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. Please make sure you contact your customs office for these details.
Orders may be returned for various reasons including: non-payment of tariffs, incorrect address, unclaimed at post office, etc. In these instances, you agree that you accept a refund, minus 15% restocking fee and shipping costs.
Changing your postal address
If for some reason you need to update your postal address for where the package will be sent, please email email@example.com with subject “CHANGE OF SHIPPING ADDRESS” by 7am before orders are processed for shipping. Unfortunately shipping address changes received after 7amAEST will not be able to be processed.
We are unable to redirect parcels or intercept parcels when they have been shipped so please allow enough time for delivery to your address or have other arrangements provided to collect the parcel as we do not refund orders if you have to change your shipping address.
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.
Our Refund Policy applies to all purchases made on the website www.zilchacne.com
Due to the health risks from tampering, all products are sold on a “No Return Basis” unless faulty.
We are unable to accept returns or exchanges for products other than those purchased directly from us at www.zilchacne.com unless the product is not of acceptable quality and/or the product does not match the description we provide (for example on its label or packaging). Both of these are statutory guarantees provided under the Australian Consumer Law.
If the product fails to meet a statutory guarantee referred to above, please contact us at firstname.lastname@example.org and we will provide you with a remedy. Otherwise, if you purchased your Zilch Acne Formula from a department store, speciality retailer, other online store or elsewhere, please process your return with the original company of purchase in line with that store’s return policy.
All refund requests must be made within 14 days of receiving the product.
Refunds will be issued in your original payment method.
No refund will be offered if the shipping address has been entered incorrectly and the product is lost in transit, or if you have changed address or are not available to pick up item.
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.
Our refund policy is: For all returns/refunds (change of mind, medical reasons, shipping and customs etc) there is a 15% restocking fee that applies to original product purchase amount minus any shipping fees.
For any requests for returns under our Refund Policy please contact email@example.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.
We appreciate that your understanding that we are unable to offer refunds for circumstances where-by the product has not been suitable for the consumer or individual taking/using the product. We do not and cannot guarantee results. Because the product is not a individualised treatment, we are not able to take into account any insensitivities or allergies you may have.
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.