Shipping & Product Collection Policy
Everything you need to know about delivery, collection, and returns
Last Updated: 5 Aug 2025
Shipping Policy
- Where we ship: Australia-wide. No international shipping at this time.
- Processing time: Orders are processed within 1–2 business days (excluding weekends and public holidays).
- Delivery timeframes:
- Standard Shipping: 3–7 business days.
- Express Shipping: 1–3 business days (metro areas).
- Carriers & tracking: We use Australia Post, Sendle, or equivalent courier services. Tracking details are emailed upon dispatch and can also be viewed in your portal under My Orders.
- Fees:
- Standard: FREE
- Express: $15
- Free shipping for orders over $200
- Authority to Leave / Signature: If “Authority to Leave” (ATL) is selected, risk transfers to the customer once the parcel is scanned as delivered at the specified address.
- Address errors: Please ensure your shipping details are correct at checkout. Orders returned or delayed due to incorrect or incomplete addresses may incur additional re-delivery charges.
- Bulky items / PO Boxes: Bulky or oversized items cannot be sent to PO Boxes.
Incorrect or Insufficient Address Policy
It is the customer’s responsibility to provide accurate and complete delivery information at checkout.
If an order cannot be delivered due to an incorrect, incomplete, or insufficient address, the parcel may be returned to SBL Beauté.
In these cases:
- Re-delivery costs: The customer is responsible for any re-delivery fees.
- Refunds: If the order is cancelled instead, a refund will be processed minus the original shipping cost.
To avoid delays and costs, please carefully check your delivery details before confirming your order.
Carriers & Tracking
Orders are shipped with Aramax, or an equivalent trusted carrier.
- A tracking number is generated once your order is dispatched.
- Tracking details are emailed directly to you at the time of dispatch.
- You may also view live status and delivery updates in your portal under My Orders.
Product Collection (Click & Collect)
- How it works: Select “In-Clinic Pickup” at checkout.
- Location: SBL Beauté Clinic, 349 Ascot Vale Road Moonee Ponds VIC.
- Availability: Orders are generally ready within 24 hours. You will receive an email confirmation when your order is available.
- Collection requirements:
- Bring your confirmation email (digital or printed) and a valid photo ID.
- If another person is collecting on your behalf, please notify us in advance. They must bring the confirmation email and their own ID.
- Collecting during appointments: Pre-purchased products can be collected at reception when you check out from your appointment.
Delivery & Collection Issues
- Late or missing deliveries: Check your tracking link first. If marked delivered but not received, please contact our support team.
- Delays: While we aim to meet delivery timeframes, courier delays may occasionally occur. You will be notified of significant changes, and updates can always be checked in your portal.
- Failed collection: Orders not collected within 14 days may be cancelled and refunded to the original payment method.
Returns & Refunds
SBL Beauté complies with the Australian Consumer Law (ACL).
Returns Window
- Faulty, damaged, or incorrect items: Return requests must be made within 30 days of delivery or collection.
- Change-of-mind returns: Accepted within 14 days of delivery or collection, provided items are unopened, unused, and in original packaging.
RMA (Return Merchandise Authorization) Steps
- Log in to your portal → My Orders.
- Select the order and submit an RMA request.
- Our team will review and provide return instructions and, if applicable, a prepaid return label.
- Return the item in its original packaging.
- Once received and inspected, a refund or store credit will be processed.
Refund Method
- Refunds are issued to the original payment method (credit card, PayPal, etc.).
- Customers may choose store credit instead if preferred.
Who Pays Postage?
- Faulty, damaged, or incorrect items: SBL Beauté covers return postage.
- Change-of-mind returns: Customer is responsible for return postage costs.
Refund Timing
- Refunds are processed within 3–10 business days after return approval and receipt of goods.
- You will receive confirmation once your refund is completed.
Hygiene Products
For safety reasons, opened skincare, cosmetics, and personal use items cannot be returned, unless faulty under ACL.
Warranty & Consumer Rights
This policy does not limit your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if a product is faulty, not fit for purpose, or does not match its description.
Contact
For all shipping, collection, and returns enquiries: