Here is what you need to know in this evolving situation.
WE ARE STILL OPEN
Our online store is still open with orders being dispatched daily Monday-Friday. We are taking all necessary precautions to ensure the safety of staff and the timely delivery of orders.
DISPATCH & DELIVERY DELAYS
DELIVERY DELAYS TO HOTSPOT SYDNEY LGA’S
We have been informed by our freight partners that deliveries to hotpot Sydney LGAs may experience delays due to COVID safety and government imposed restrictions. Affected areas include: Fairfield, Campbelltown, Georges River, Canterbury-Bankstown, Liverpool, Parramatta, Cumberland and Blacktown.
We apologise for the delay and appreciate your support and understanding in this evolving situation.
Due to the current stay at home orders for non-essential workers living in the Fairfield, Liverpool, Canterbury Bankstown, Cumberland and Blacktown local government areas, we have a reduction in team members at our Rydalmere warehouse. As a result dispatch may be delayed up to 72 hours. We appreciate your understanding.
Social distancing, a reduction in air freight capacity, and an increase in online shopping is also causing a delay across the AusPost and Startrack networks, with deliveries to some areas delayed an additional 7-10 business days from the normal delivery time frame (usually 2-7 business days from dispatch).
Please note these timings are an estimate only and you may experience longer delivery times due to AusPost or Direct Freight delivery issues that are unforeseen or unavoidable beyond our reasonable control. For up to date information please refer to the AusPost website here: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates#deliveries
Please understand the above is subject to change as the situation is evolving daily, however we will do our best to keep our customers informed.
For the time being, Australia Post and Startrack are no longer requiring a signature on delivery or collection. Instead of a signature the postie will ask and record the customer's name and acknowledge delivery in their system. If the receiver is not present, Australia Post orders will be returned to the local Post Office. Upon collection the staff member will ask and record the customer's name, but no signature is required. Startrack deliveries (this includes any orders containing Fragrance Diffusers or Eau de Parfums) will attempt two deliveries. If no one is present to receive the delivery the order will be returned to sender. Once the order is received back into our system the customer will be refunded (approximately 10 working days).
Our customer service team are available to answer any questions that you may have. We have a team online who are working from home from 9am-9pm AEDT Monday - Friday via email@example.com. Please note our Head Office is currently closed and calls will be directed to contact our online team.
OUR SYDNEY FACTORY
The health, safety and wellbeing of our people is our top priority. We are following the recommendations of the World Health Organisation and the Australian Government to ensure the actions we take are comprehensive and suitable. Across our Sydney factory we have increased our daily cleaning routines, including more frequent hand washing, use of sanitiser and cleaning of equipment. We have also ramped up production to ensure adequate stocks of your favourite products in the event that our manufacturing is interrupted for a period of time.
Whilst the environment around us is uncertain, we appreciate your ongoing support and look forward to better times ahead. Stay safe and well.