FAQs
Q. I ordered Capsules, when will they arrive?
A. Our capsules are made to order, once we receive your order, we place an order for them through a third party and the capsules are made and delivered back to us, we then pack your order and ship it to you, sometimes delays occur during this process that are out of our control and it may take longer, but generally 2-3 business days is sufficient, except of course during our sale periods.
Q. What is the process once an order is received and how long will it take to be shipped out?
A. Generally orders are processed the next business day and will be packed within 2-3 business days except during our sales as the sheer volume we receive slows down this process, orders received during our sales can take up to 7-10 business days to be shipped, you will receive a tracking reference number as soon as the order has been processed by Australia post. Please do not send messages regarding orders to our social media pages as these are not checked regularly. Send all order requests through to our email or via SMS.
Q. I placed an order but didn't receive a confirmation?
A. Sometimes confirmation emails and SMS messages end up in junk mail, please check your junk mail, if you still have not received one then reach out to us via email or SMS.
Q. I received a confirmation of my order but have not yet received any updates, what shall I do?
A. Unfortunately, our system does not send updates until the items have been picked up by Australia post, once picked up by Australia Post a tracking reference number will be entered into the system.
Q. My product has been lost in the post what happens next?
A. Australia post is separate from Health Heiress and we have no association with them. If you have a package that has been lost in transit you need to raise an enquiry with Australia post who will assist you with an investigation, they may be able to cover some of the cost associated with lost packages. Lost parcels are not the responsibility of Health Heiress, as you can appreciate it is a service we use.
Q. My Product hasn't arrived on time?
A. Please check your tracking reference number and contact the appropriate postal service, Health Heiress use Australia Post for all deliveries.
Q. I paid for express delivery, what does this mean?
A. Express delivery does not mean express handling, orders are packed in the order we receive them, once Australia Post has your order it is then sent to you using the express post service that you paid for.
Q. I have placed an order, how long will it take for the order to be packed?
A. Health Heiress values our customers and will pack your order within 2-3 business days after being received. During Sales periods orders can take up to 3 weeks to be packed and shipped. Check our Shipping and Handling section on our website for more information.
Q. I am living Overseas and have placed an order, will I be charged taxes?
A. Health Heiress do not charge taxes on Overseas orders so please check the laws in your country as some countries charge duty taxes to collect items from customs. Health heiress is not responsible for any extra charges incurred.
Q. My package is held up in customs what should I do?
A. Please contact customs in your country, Health Heiress will not refund orders held up in customs until the package is sent back and received by us, we may at our discretion re-send the package or issue a refund minus the shipping fee.
Q. My package has arrived and is damaged?
A. Please take photos of the damaged package and product, contact us via the 'contact us' page and return the product for an exchange. Health Heiress reserves the right to exchange the product at our expense or offer a full refund, please contact us in the first instance so we can be of assistance. The quality of products received is important to us.
Q. I entered incorrect postal details, and my package has not arrived, what can I do?
A. In the first instance contact us by phone or email and we will update your address in the system, unfortunately if the package has already been sent you will need to contact Australia Post, Health Heiress are unable to cover costs, replace items or issue a refund for orders sent to an incorrect postal address provided by the customer.
Q. My package arrived and I have received incorrect items, what should I do?
A. In the first instance contact one of our team members who will organise to resend the correct item. Do not open the package as we can not accept opened or unsealed items for return/exchange. Put the items aside and we will send a paid return satchel if they are unopened and in saleable condition otherwise an invoice will be sent for the incorrect items, before the original items will be sent.
Q. I am taking pharmaceutical medications, are these products safe for me?
A. Please check with a professional Healthcare provider before starting any new treatment protocol or products. Refer to our Medical Disclaimer for more information.
Q. I am Pregnant and/or Breastfeeding are your products safe for me?
A. Please check the individual products for cautions/contraindications and always seek advice from your Health Care professional before commencing any new herbal treatment or protocol.
Q. I made an order but want to add some items without paying for extra shipping, what shall I do?
A. Unfortunately, due to system upgrades we can no longer add items to a previous order and offer a free shipping code as orders are based on weight and we are unable to add two orders in one.
Q. I ordered an incorrect product, can I return it?
A. Incorrect orders can be returned for exchange or credit, if informed within 7 days and in unopened, sealed and saleable condition. Postage fees will be incurred by the customer.
Q. I received an incorrect item, what do I do?
A. Please contact us as soon as possible and we will arrange to replace the item at our expense, we will send the appropriate box/satchel and ask that you return the incorrect item back to us. You can find our contact details in the footer of our website.
Q. I think I am having a reaction to a product, what should I do?
A. Stop taking the product immediately and contact your local doctor or healthcare professional, if you are experiencing a medical emergency contact 000 or the relevant emergency services in your country.
Q. I want to pay via Direct Bank transfer is this an option?
A. Yes, please email us and we can manually prepare an invoice and send you our BSB and Account number, your order will be pending until payment is received into our account.
Q. I ordered a Gift Card or Voucher, do they expire?
A. We follow consumer law which states that Gift Cards or Vouchers be sold with a mandatory minimum expiry period of three years from the date of purchase.