Shipping & Returns Policy

Welcome to our Shipping & Returns Policy page, where you can find answers to the most commonly asked 
questions about our shipping and return policies. 

Shipping Policy

Returns Policy

1. How much is postage in Australia?

  • For all orders under $60, shipping within Australia is a flat rate of $10.
  • For all orders over $60 shipping is free within Australian.
  • Express shipping within Australia is a flat of $15.
2. Do you ship internationally?
We are happy to announce that we ship worldwide as well. Shipping rates are calculated at checkout and will usually take 6 to 27 working days for delivery depending on the country. Note that you are liable for any import duties, customs taxes or any other applicable taxes payable in your country for the purchase.
3. How long will it take to get my order?
All internet orders are filled as quickly as possible. Orders placed during weekends and holidays are received on the next business day. Once your order is processed we will aim to dispatch within 48 hours but can take longer during busy periods. All orders are subject to courier delivery services to your area. Approximately 48 hours after your order has been placed you will receive tracking information which will allow you to track your parcel. The expected delivery times set are estimates only. 

Please keep in mind that once your order has been dispatched Happy Quokka is not responsible for any losses or damages. It is the customers responsibility to follow the tracking information provided and contact the courier / delivery company to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities, however, will not provide a replacement or refund.

Returns Policy

Happy Quokka Skincare only uses natural ingredients so allergic reactions are possible. If you have a history of sensitive skin or allergic reactions, please test any skincare product you purchase on a small area inside your elbow for 2-3 days prior to using. Skin chemistry varies from person to person. Happy Quokka Skincare cannot guarantee that customers will not experience skin reactions, and cannot be held responsible should any occur.
In the case of purchase of a physical product from this website which satisfies one or more of the following cases we will gladly accept a return under the following conditions:
  • The product does not match its description as provided when sold.
  • The product received is not the product ordered.
Please email us at hello@happyquokkaskincare.com immediately (no more than 7 days) if any of the above occurs to arrange a return. Products returned without prior notice will be rejected.

To Be Eligible For Return
Your item must be unused and in the same condition that you received it. It must also be in the original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. If you are approved, then you will be emailed your store credit information.

 
Please ensure that returned products are safely packed in their original packaging. We will not be held liable for damage to products incurred during return shipping.

For hygiene and safety reasons, we cannot refund or accept returns on used or opened items. For unused items (unopened) we also have a 7 days from receipt of items returns policy and can offer a credit note for items returned. For items you would like exchanged the postage cost associated in returning the items to Happy Quokka Skincare and redelivering the exchanged items to you are at your expense.

Postage & Handling Costs
Postage and handling costs to return items to Happy Quokka Skincare for a credit note are not covered and are at your expense irrespective of whether or not you received a free shipping offer with that purchase. Please note that we do not offer cash refunds.
If you have a question or concern, please contact us directly, and we can work together towards a successful outcome.

Allergy Advice

Products are produced on equipment that also handles nut oils. While we clean equipment between uses, we cannot guarantee that there will be no nut oil residues on them and in the products.

Note:

As only natural ingredients are used, cracks or uneven surfaces on the balms are a result of not using any binding ingredients and due to being hand poured. Therefore these are not considered defects and will not be accepted for return on this basis.

Also as all the ingredients are made of entirely natural ingredients, there would also be variations in colour, texture, smell, and even feel of the products. This is due to variations between seasons and growing conditions and therefore out of our hands, so cannot be controlled for constant consistency.