COVID-19 Delivery update via Austpost
Our Dispatch Team are working in a timely manner to ensure customer orders are dispatched, whilst following strict health guidelines imposed during this time. Australia Post remains fully operational across Australia during government restrictions on non-essential activity however delays are being experienced. Domestic deliveries will automatically default to ‘Authority to Leave’ and left in a safe place on your premises or taken to the local Post Office should the driver deem there is nowhere safe to leave a parcel. You will be notified of the delivery and location of your item via the email address provided at time of ordering.
Deliveries to Victoria, Queensland and WA are currently experiencing extensive delays due to boarder closures and lockdown restrictions. Australia Post have advised to allow up 10 – 12 extra business days than usual for parcels to arrive. For the most recent COVID updates please visit the Australia Post website.
International delivery delays are expected, and Australia Post is working with partner airlines and other postal operators to move items as quickly as possible. However due to the ever-changing situation, delays may occur in all destination countries.
Some international postal services have been suspended to certain countries. Please visit the Australia Post Coronavirus: International updates page for the latest advice on international deliveries. For a full list please see here
We thank you for your patience and understanding.
If you are not completely satisfied with your order or have made an incorrect purchase, that’s ok – you have up to 14 days from the date of purchase to return your product, subject to the below. Only items purchased on the SOAK Superfood Skincare website can be returned to soakskin.com for refund or exchange.
If you haven’t used the product, we’ll exchange it, or refund you in full using the same method of payment as your initial purchase. The returned item must be unopened and in its original saleable condition. You are responsible for the shipping and additional postage charges.
If you’ve used less than 10% of the product, we’ll only offer a product exchange. If you’ve used more than 10% of the product, no refund or exchange can be given.
We can’t exchange or refund gift vouchers or promotional items.
If you have received an incorrect order please contact us at email@example.com as soon as you can with your order number and details of the incorrect or damaged product.
Complimentary samples can be selected with every paid order.
Customers MUST select samples during checkout and MUST select [ADD TO CART] for the complimentary samples to be added to their order.
Complimentary samples are not added automatically. If there are no complimentary samples selected at the time of the order received the order will be processed without.
-We cannot add complimentary samples once an order has been placed and payment accepted.
-We cannot guarantee complimentary samples will be available to be sent by our warehouse
-We cannot guarantee that the sample of choice will be available at time of packing
-We reserve the right to change the sample choice dependent on availability and reserve the right not to provide a complimentary sample.
-Complimentary samples will not be available during peak promotional periods
-Complimentary samples cannot be sent out to customers after an order has been sent.
-Complimentary samples are not available with Gift Voucher purchases.
-Only 2 samples per transaction, and the same product cannot be selected twice. NOTE: there must be at least 1 paid product in your basket for free samples to be applicable.
*Free when you spend $50 or $9.95 flat rate for all orders under $50
- We send our packages with Australia Post
- Delivered within 5 working days* (Metro)
- Delivered within 7 working days* (rest of Australia)
- Select standard shipping at checkout
EXPRESS SHIPPING via Australia Post
$15.00 flat rate Australia wide
- We send our Express packages with Australia Post
- Delivered within 3 working days* (Metro)
- Delivered within 4 working days* (rest of Australia)
- Select express shipping at checkout
We aim to dispatch all orders within 1-3 business days, however delay’s my be experienced during peak promotional periods and with COVID-19 Restrictions
Returned to Sender
Should a parcel be returned to SOAK Superfood Skincare due to any of the following reasons we are happy to arrange a redelivery:
- An incorrect, incomplete or insufficient address provided by the recipient
• The parcel is not collected from the Post Office
• The parcel is rejected
A charge of AUD$9.95 will apply and your order sent via regular post.
International – Please visit the COVID-19 UPDATE section for a list of countries where shipping is currently suspended. Delivery times below may differ due to the current COVID-19 situation.
SOAK Superfood Skincare is proud to offer international delivery to our overseas customers. NOTE: we do not ship to Europe (including UK).
NEW ZEALAND: $30 AUD flat rate for all orders. Please allow 5 – 7 working days for delivery.
ASIA & PACIFIC: $40 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery.
NORTH AMERICA: $39 AUD flat rate for all orders.. Please allow 6 – 10 working days for delivery.
SOUTH AMERICA: (excluding Peru) $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery.
AFRICA: $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery.
EUROPE (NON EU/UK*): $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. *Albania, Armenia. Belarus, Gibraltar, Iceland, Kosovo, Lechtenstein, Macedonia, Norway, Russian Federation, Switzerland, Turkey, Ukraine, and Vatican City State. *We are unable to ship to the EU/UK at this time.
Parcels are delivered by trackable international express courier.
International delivery costs do not include any taxes or duties applied by the destination country and it is important to note that there are some restrictions and limitations imposed by certain Customs Authorities. It is advised to contact your local customs office for any information on what these charges, limitations and restrictions may be. Any additional charges (if applicable) are the sole responsibility of the delivery recipient.
Please note that in accordance with Australian export regulations, we are required to declare the exact value and status of each parcel. We are also prohibited by law from identifying an order as a gift for export purposes.
If you decline to pay the applicable taxes and duties and your order is returned for this reason, or due to the total order exceeding limitations and restrictions, initial shipping costs will not be refunded.
Delivery of International Orders
A signature is required for international deliveries and it is the sole responsibility of the receiver to provide an address where someone will be available to receive and sign for the parcel. Please note that international couriers will NOT leave a parcel unattended.
Should a parcel be returned to SOAK Superfood Skincare due to any of the following reasons, and a re-delivery requested by the recipient, a fee of AUD$40 will apply:
- Multiple unsuccessful delivery attempts
- Incorrect or incomplete address is provided
- Failure by recipient to contact the delivery service in their receiving country to arrange a re-delivery
- If the parcel remains unclaimed by the recipient or,
- Failure to pay duties/taxes applicable to the receiving country
Should a refund be requested due to any of the above reasons for the return, the initial shipping charge will not be refunded.
Tracking details are forwarded to the email address provided at time of ordering (be sure to check your junk/spam folder).
It is the responsibility of the recipient to monitor the tracking of the parcel. Please contact our team at firstname.lastname@example.org should you require further details regarding your order or its delivery.
All orders and applicable shipping costs are in Australian Dollars (AUD)
Payment over the Internet can be made via our secure check out pages using Visa, Mastercard, Amex, PayPal and AfterPay.
All prices are quoted in AUD ($) and include Goods and Services Tax (GST).
Any changes made to this policy will be maintained and be visible from this website.
SOAK Superfood Skincare collects personal data for the sole purpose of processing your order and to provide updates of upcoming new products and launches via a newsletter. You have the option of not subscribing to the newsletter should you wish to do so.
We will never sell or provide these details to any third party organization without your written consent. You will not receive any unsolicited mail as a result of you ordering from SOAK Superfood Skincare.
By submitting information to SOAK Superfood Skincare you consent to the collection and use of this information by SOAK Superfood Skincare and Australia Post in the fulfillment of your order.
Information provided by you to SOAK Superfood Skincare when placing an order or registering on our website includes:
• Delivery Address
• Phone Number
• Email address
• Payment Information
The SOAK Superfood Skincare website has been designed to protect any personal information collected online from unauthorized access.
We expect you to maintain the confidentiality of your username and password for your SOAK Superfood Skincare account and you have the opportunity to update your personal information by logging into your account.
SOAK Superfood Skincare may, from time to time, use technology to track buyer behavior and site analysis. This information is used to assist strategic development and audit usage of the site.
Unless otherwise stated all rights, including copyrights, content, text and graphics of the SOAK Superfood Skincare website are owned and controlled for these purposes by the Vanity Group Pty Ltd.
You are not permitted to copy, broadcast, download, store, transmit, show or display in public, adapt or change in any way the content of these SOAK Superfood Skincare pages for any purpose whatsoever, in any medium, without the written permission of the Vanity Group Pty Ltd.
Your email address will be used for our own marketing purposes upon your consent till such time as you unsubscribe.
You can unsubscribe at any time.
Any social media plug-ins for Facebook, Twitter and Pinterest are used to obtain data for tracking purposes only.
Vanity Group Pty. Ltd.
4-6 Meeks Road
Marrickville NSW 2204
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer). It encrypts all your personal information, including credit card number, name and address, so that it cannot be read while the information travels over the Internet. You can tell you are in secure (SSL) mode when a little padlock appears on the bottom of the screen.
Your credit card number is removed from our on-line server within a minute of it arriving and is stored on a separate secure server, which is not accessible via the Internet at all. If you are still unsure about sending your credit card to us via the Internet, then we suggest you use one of our additional payment methods.