FAQs

Frequently Asked Questions – Health Heiress

Q: What happens after I place my order, and how long will shipping take?
A: Orders are generally processed the following business day and packed within 2–3 business days. During promotional periods or storewide sales, dispatch may take up to 7–10 business days due to increased volume. Once your order has been processed, you’ll receive a tracking reference via email.
Note: Please contact us via email or SMS for all order enquiries—our social media channels are not monitored for customer service.

Q: I didn’t receive a confirmation email or SMS.
A: Confirmation messages may occasionally land in your junk or spam folder. If you still haven’t received one, please get in touch with us via email or SMS to confirm your order.

Q: I received a confirmation, but no shipping update.
A: Our system sends automated updates. Once your order is packed, you’ll receive a tracking link via email and ongoing updates directly from Australia Post. Please check your junk folder and ensure your email address was entered correctly.

Q: My package is lost in transit—what now?
A: Once an order is in the hands of Australia Post, it is their responsibility. If your parcel is lost, please lodge an enquiry directly with Australia Post. They may compensate for lost items. Health Heiress is not liable for parcels lost by third-party delivery providers.

Q: My order is delayed—what should I do?
A: Use your tracking reference to check progress with Australia Post. Health Heiress uses Australia Post for all deliveries and has no control over delivery delays once orders leave our facility.

Q: I paid for express shipping—does that mean faster handling?
A: No. Express shipping refers to the delivery method with Australia Post. All orders are packed in the order received, as outlined in our terms and conditions. Express orders are shipped via the express network once dispatched.

Q: How long does it take to pack an order?
A: Most orders are packed within 2–3 business days. During sales or peak periods, packing may take 7–10 business days. We appreciate your patience during busy times.

Q: Will I be charged taxes for international orders?
A: Health Heiress does not charge international tax, but your country may apply duties or taxes at customs. These fees are your responsibility, and we recommend checking your local regulations.

Q: My order is stuck in customs—can you help?
A: Please contact your local customs office for updates. Health Heiress cannot refund or reship an order until the parcel is returned to us. If returned, we may offer a refund (minus shipping) or resend at our discretion.

Q: My package arrived damaged—what should I do?
A: If your order arrives damaged, please contact us within 5 business days of delivery at sales@healthheiress.au.

To help us process a solution quickly, please include:

  • Your order number

  • Photos of the damaged item(s)

  • Photos of the packaging and shipping label

Please note: While we use trusted carriers, shipping damage can occasionally occur, and we’ll always work to resolve the issue promptly and fairly.

Q: I entered the wrong shipping address—can you fix it?
A: Contact us immediately via email or SMS. If the order has already been dispatched, unfortunately we cannot intercept or cover costs for replacement or reshipping. We are not liable for incorrect addresses provided at checkout.

Q: I received the wrong item—what now?
A: Please contact us promptly. Do not open the item— we’ll send a prepaid return satchel and ship the correct item. 

Q: Can I return a product I ordered incorrectly?
A: If you accidentally ordered the wrong product, please contact us within 7 days of receiving your order.

While we are not obligated to accept change-of-mind returns under Australian Consumer Law, we may offer a store credit or exchange at our discretion, provided the product is unopened, unused, and in saleable condition.

Return postage and any additional shipping fees for exchanged items are the responsibility of the customer.

Q: I’ve had a reaction to a product—what should I do?
A: Stop use immediately and consult your healthcare provider. In the event of a medical emergency, call 000 (AU) or your local emergency number.

Q: Are Health Heiress products safe with my medication?
A: Please consult your doctor or healthcare provider before introducing new supplements or herbal protocols, especially if you're taking prescription medication.

Q: Can I take your products if I’m pregnant or breastfeeding?
A: Please review individual product labels and always consult your healthcare professional before using any herbal or nutritional product during pregnancy or lactation.

Q: Can I add items to my order after checkout?
A: If your order hasn’t shipped, contact us via email, text, or phone. We’ll send you an updated invoice and combine items where possible to avoid extra shipping fees.

Q: Do your Gift Cards or Vouchers expire?
A: All Health Heiress Gift Cards and Vouchers have a minimum 3-year expiry from the date of purchase, in accordance with Australian Consumer Law.

Q: Can I pay by direct bank transfer?
A: Yes. Email us to request a manual invoice with bank transfer details. Orders will be processed once payment clears.

Q: Can I place an order for an item that’s currently out of stock?
A: We do not currently offer back-ordering. If an item is out of stock, an estimated restock date (if available) will be provided. To be notified as soon as the item becomes available, simply click the ‘Notify Me’ button on the product page and you’ll receive an automatic email once it’s back.

Q: Can I make changes to my order after it’s placed?
A: Yes—if your order has not yet been finalised or shipped, we can assist. Please email our team as soon as possible. Once your order has been packed and you’ve received a tracking number, we are unable to make further changes.

Q: What is the shelf life of your products?
A: Most of our products have a shelf life of 18–36 months when stored correctly. All batches are clearly marked with expiry dates and batch numbers. For best results, store in a cool, dry place, away from direct sunlight and heat.

Q: I received the wrong items—what should I do?
A: If you've received items you didn’t order, please contact us promptly so we can arrange a resolution.

Q: What if I believe a product is faulty or spoiled?
A: We take product quality seriously. If you suspect a product is not in ideal condition, please notify us within 7 business days of receiving your order so we can assess and resolve the issue.

Q: What payment methods do you accept?
A: We accept the following payment options:

  • Credit Card

  • Debit Card

  • AfterPay

  • Shop Pay

For bank transfers (EFT), please email us to request an invoice.
Please note: All wholesale orders must be paid in full at the time of ordering. We do not currently offer payment terms.

Q: Why don’t you offer PayPal as a payment option?
A: At Health Heiress, we’ve made the conscious decision to remove PayPal from our platform. Unfortunately, PayPal has a history of withholding funds from businesses in the holistic health and wellness space—especially those whose values or offerings don't align with their internal policies. As a result, we can no longer rely on their platform to support our customers and operations with the integrity and consistency we expect.

While we no longer support PayPal, we’ve ensured a safe, secure, and seamless checkout experience through our Shopify store.

✔️ Shopify uses Fraud Defender technology to help detect and prevent fraudulent activity.
✔️ Your information is protected using 128-bit SSL encryption during checkout.
✔️ Customers are still covered by Shopify’s buyer protection and bank-level security.

Your trust means everything to us, and we are committed to offering a secure and transparent experience every step of the way.

Q: I’ve ordered this product before, but it looks or tastes different—why?
A: Because we use 100% natural, seasonal ingredients, variations in colour, taste, texture, and aroma can occur from batch to batch. These subtle differences are completely normal and reflect the natural cycles of the plants we work with.
Rest assured, the quality, potency, and care behind each product remains consistent—it's all part of the beauty of working with real, organic herbs.