Frequently Asked Questions (FAQ)
Below you'll find answers to our most frequently asked questions including our ordering, shipping and returns process as well as our privacy and ingredients policy.
How much is postage?
Postage is free for all orders $99 and over within Australia. If your order is under $99, we charge a flat rate of $9.95 for standard shipping.
Do you ship internationally?
We would love to! However at this stage, due to the logistical challenges, we only ship within Australia.
How long will my order take to arrive?
We use Australia Post which takes approximately 1–5 working days to deliver to Sydney, Melbourne & Brisbane, and 3–7 working days to South Australia and Western Australia.
Note: If you placed your order on a Friday, Saturday or Sunday, your order will not be shipped until Monday.
Can I have my order express posted?
At this stage we are not offering express post services.
How can I track my order?
Once your order is dispatched you’ll receive email updates via Australia Post. You’ll also receive your tracking number. To track your order, simply enter this number into the Australia Post tracking website. This link is in your order confirmation email.
What if I’m not at home when my parcel arrives?
Australia Post will require you to sign for your Fairlings packages by default. If you’re not there or there’s no safe place to leave it, Australia Post will take it to a nearby Post Office. You’ll get a notification about your missed delivery, so you can pick your item up in-person. Australia Post will hold it at the Post Office for 10 business days, before it gets returned back to us.
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, please 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 but Australia Post will eventually return the package to us. Fairlings will cover the return fee from Australia Post, however you will need to cover the cost of the package being resent out to you.
What if my package goes missing?
If your package has been ‘stuck in transit’ for longer than expected please let us know so we can lodge a ‘missing package investigation’ with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2–4 weeks to locate.
If Australia Post deem the package ‘lost’, we’ll re-send the order again with no additional cost to you. If the package was delayed due to an incorrect or incomplete address, the item should be returned to us and again Fairlings will cover this return cost, however you will need to cover the cost to re-send the package again once the correct address is provided.
How do I know if my order has been successful?
You’ll receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we’ll send you an email to let you know how to process your payment.
Can I change or add to my order once it has been submitted?
Unfortunately no changes can be made to your order once you have submitted it as we endeavour to get your order dispatched as soon as possible.
What is Fairlings returns policy?
Any items that arrive broken or faulty will be replaced right away. For any items that arrive damaged, please contact us at firstname.lastname@example.org so we can quickly arrange a replacement.
If you’ve changed your mind on an item you have ordered, you can send it back for a credit note within 14 days for the price of items returned. Please note we can not pay for your return postage in this case.
Once your return is received and inspected, we’ll send you an email to notify you that we have received your returned item. We’ll also notify you of the approval or rejection of your refund.
If you’re approved, then your credit will be processed and an email will be sent to you with your store credit. This process may take up to 7 working days.
How do I return an item?
To return your product please send an email to email@example.com and we’ll issue you with a return number and address.
You’ll be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you’re shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
Will my email be shared with a third party?
Fairlings will never share your email or any other information with a third party. We only use your email for order confirmation, customer service issues or to send you your tracking code. All email addresses on our newsletter list are opt in only (we do not automatically add your email to this list).
Do you have any vegan friendly products?
Fairlings is proudly 100% vegan friendly. We have searched high and low and around the globe to source vegan friendly products within product ranges so you can be confident that everything you see is vegan.
What does Fairlings classify to be vegan?
Any product which has not been tested on animals and does not contain any animal derived ingredients or by-products is classified as vegan.
Does honey or beeswax make it onto your website?
Nope! We’re aware that honey and beeswax are an animal derivative and will not stock any product with those ingredients.
Do any of your products contain palm oil? If yes, what is the source?
Are all your brands Australian?
While we try and support Australian brands as much as possible, we also like to introduce you to international brands to ensure we find the right products for you.
How do we get in touch with you?
12 Parilla Street
Crace ACT 2911
ABN 14 609 306 523