FAQs

CAN I MAKE CHANGES TO MY ORDER?

No, unfortunately, as we start to process your order as soon as we receive it, we cannot cancel or change your order.

 

WHAT HAPPENS IF I NOTICE THAT MY PERSONAL DETAILS ARE INCORRECT AFTER I HAVE COMPLETED THE ORDERING PROCESS?

If you realise your personal details are incorrect once you have completed the ordering process, please get in touch with our Customer Service Team by visiting our Contact us page. We cannot guarantee that we will be able to rectify the issue; however, we can assure you that we will do all we can to amend your order.

 

CAN I ORDER FROM www.kiaraphytoceuticals.com AND COLLECT IN PERSON?

No, all our orders are shipped after they have been fulfilled.

 

WHAT HAPPENS IF AN ITEM ON MY ORDER IS NOT AVAILABLE?

If for any reasons an item you have ordered is unavailable when we come to pick and despatch it, you will be contacted by our Customer Service Team by e-mail.

 

HOW DO I KNOW IF YOU HAVE RECEIVED MY ORDER?

When you place an order you will receive an e-mail from us acknowledging your order, which will contain your order number for reference. This information will also be available on your account. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been successful. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the parcel tracking information.

HOW DO I PAY FOR MY ORDER?

We currently only accept online card payments for orders, and can accept various cards for you to pay for your order, including MasterCard, Visa and Paypal. Please ensure that the billing address entered on your order matches the address the payment card is registered to. Please note we do not currently accept payments through cheques or over the phone.

 

WHAT CURRENCY CAN I PAY WITH?

At the moment, we only allow payment to be made in Australian Dollars (AUD).

 

CAN I HAVE A DIFFERENT BILLING ADDRESS TO MY DELIVERY ADDRESS?

Yes, the billing and shipping address can be different.

 

WHAT INFORMATION DO YOU REQUIRE?

You will be asked for your credit or debit card number, the expiry date and the CVV number (card security number) when you place your order. This is the last three digits on the signature strip on the back of your card.

 

WHAT IS A CVV NUMBER?

A CVV number (“Card Verification Value”) is a 3 digit number found the back of VISA®, MasterCard® and Discover® branded credit and debit cards. On American Express® branded credit or debit cards, this is a 4 digit numeric code found on the front / right hand side of the card.

 

WHAT SECURITY CHECKS ARE IN PLACE TO MAKE SURE MY PURCHASE IS VALID?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.

 

HOW DO YOU KEEP MY PERSONAL INFORMATION SECURE?

We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the internet. Please read our Privacy Policy for further details.

 

HOW SAFE IS SHOPPING ON www.kiaraphytoceuticals.com?

We realise how important it is to securely store any information that you provide. Kiara Phytoceuticals maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

STANDARD DOMESTIC DELIVERY (FREE FOR ORDERS MORE THAN $80)

Your package will be sent via standard post/courier which can take between 5-7 business days. For remote locations Australia-wide, please allow up to 10 business days for delivery. To ensure that your order arrives safely, a signature will be required on delivery. Our courier delivers between 9am-5pm on weekdays. If you are not there to sign for the delivery, a calling card will be left by the post/courier service for your item to be picked up at the nearest post office. Should the order be returned to us, you may be charged for re-delivery of approximately $10, subject to Kiara’s discretion.

 

STANDARD EXPRESS DELIVERY

Your package will be sent via a premium service which will require a signature on delivery and is guaranteed for delivery within 3 business days. For remote locations Australia-wide, please contact Kiara. If you, or someone on your behalf, will not be available to sign at your nominated address between 9am – 5pm on a local business day, please provide an alternate address that we can deliver to (i.e. work address). If you are not there to sign for the delivery, a calling card will be left by the post/courier service and you will need to collect your parcel from the nearest post office.

 

INTERNATIONAL DELIVERY

We deliver to selected international locations. Your package will be sent via standard post/courier, which may take up to 20 days.

To ensure that your order arrives safely, a signature will be required on delivery. Our courier delivers between 9am-5pm. If you (or someone on your behalf) will not be available to sign at your nominated address between 9am-5pm, please provide an alternate address that we can deliver to (i.e. work address or a PO Box). If you are not there to sign for the delivery, you will need to collect your parcel from the nearest post office.

Orders delivered outside of Australia may be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case by case basis by your own government at the point of entry to your country and are outside our control.

If you have any problems with delivery please phone us as soon as they arise via email.

If you are not completely satisfied with your purchase from us due to issues with our products, please return it for an exchange or refund with a completed Returns Form. Please Contact Us for a Returns Form to be emailed to you.

We regret that we are unable to refund your original shipping charges unless the return was a result of our error. Please ensure that the product(s) being returned are packaged in a well padded envelop or box to prevent damage in transit. You will receive an email confirmation once your package has been received and processed.

Returned items will be refunded using the same method used to make payment for the order. Please allow up to 30 days to process the credit to your account. We will notify you via e-mail once the refund has been completed. Please allow up to 7 business days for your financial institution to reflect this transaction.

It you have any queries about a return or exchange, please Contact Us