Frequently asked questions

Please read through. Most questions have already been answered. If you are still in doubt, please contact us.

faq

What are the delivery charges for orders?

All orders to Australia over $100 are free of charge unless you opt for Express Post delivery.

International orders will depend on your country and will be quoted at checkout.
The Herb Temple takes no responsibility in possible charges and taxes that may arise on international orders.

Which payment methods are accepted?

We accept Paypal, Visa, Mastercard and most credit cards.

You can also select Bank Transfer at checkout. You will receive our payment details via email when you confirm your order. With OSKO, your bank transfer may be instantaneous. Nevertheless, your order will be put on hold until the payment has cleared on our bank account.

How secure is shopping at The Herb Temple? Is my data protected?

We do not share your information with any other company unless we need to (such as to send you your order or send you our newsletter).

Please read our Privacy Policy to know all about how we handle your data.

What exactly happen after ordering?

Once your payment is confirmed, we will pack your order and usually send it within 1 business day. Depending on your location you will receive it within 1 or 2 days or up to 11 days for regional WA.

Do I receive an invoice for my order?

You will receive a confirmation email with the details of your order. If you need a Tax Invoice, please ask for it and we will happily provide one.

Shipping, Returns and Backorders

How long will delivery take?

Products are usually dispatched 1 business day after your order. Express orders placed before 2pm AEST will be dispatched the same day.

Delivery to NSW usually takes 1 or 2 days and up to 7 days for WA.
Regional Australia delivery can take up to 11 days.

International order may take up to 2—3 weeks.

Can I track my parcel?

Short answer: Yes

For Sendle

a tracking number is available on request.

Go to the Sendle website to track your shipment https://try.sendle.com/tracking

For Australia Post

a tracking number will be sent in your shipping confirmation email. 

Go to the Australia Post website to track your shipment https://auspost.com.au/mypost/track/

Can I order Express Post?

Short answer: Yes

Simply select Express Post at checkout.

You can also order Express Post by phone, please give us a call on +61 2 9550 1345 during business hours.

Express Post orders must be placed before 2pm AEST to ship the same business day.

Please be aware that if your order contains a mix of products in Stock and on Backorder, by default your order will ship all at once when all products are available. If you would like the products in Stock to ship straight away, please place two separate orders, or contact us so we can charge you for two separate deliveries. 

Can you deliver to PO BOX address or Parcel Locker?

Short answer: Yes

Please Select either Regular Post or Express Post at check out if you want your order to be delivered to a PO Box or Parcel Locker.

If your order is over $100 and has free delivery, please leave a note if you would prefer we use Australia Post for your parcel.

Unfortunately Sendle cannot deliver to PO Boxes. 

Sendle cannot deliver to Australia Post owned properties. This includes post offices, PO boxes, locked bags, parcel lockers or parcel collect locations. This is because Australia Post restricts delivery to these locations.

What happens if no one is home?

Sendle

If a receiver is not home to sign for a parcel, Sendle will attempt to redeliver the item for free. If the parcel cannot be delivered again, it may be left at one of 1'400 local collection points. Collection points may include newsagents or service stations. It’s important to us that every parcel completes its Sendle journey safe and sound, but we appreciate that some locations may not have nearby collection points to make this possible. If this is the case, Sendle may opt to have these parcels returned to the sender. We cannot be held responsible for a parcel returned to us. 

Australia Post

If a receiver is not home, Australia Post may decide to leave the parcel in a safe place, unless a signature is required.

Australia Post may opt to bring the parcel to the nearest collection point (Post Offices). 

It’s important to us that every parcel completes its journey safe and sound, but we cannot be held responsible for a parcel returned to us, or lost when marked as delivered in a safe place by Australia Post. 

Can I return my order?

Please choose carefully as we can not accept returns, nor refund or exchange for change of mind.

If you received the wrong products we will make it up to you as soon as we can. Please take pictures of your parcel as soon as you receive it. 48 hours after delivery we will consider that your order has arrived safely and cannot be held responsible for missing products.

Thank you for your understanding.

Receiving a damaged product

If any item received is damaged, please contact us via email within 48 hours of delivery. Beyond this, we or the freight contractors cannot be held liable for damages.

In an unlikely event that your items arrive damaged, please email us with your full name, description of item that was damaged and images of the damaged goods as received in its box within 48 hours of delivery. We will lodge an insurance claim on your behalf and will send a replacement out or give you a refund as soon as possible.

We will not acknowledge any messages or images sent to any of our social media messaging tools as all correspondence and images have to be sent to our email address. Without pictures, we cannot lodge an insurance claim on your behalf and therefore cannot offer you a replacement nor be held liable for damages.

Thank you for your understanding.

What happens if my order did not arrive?

Please contact Australia Post, Sendle or the courier that was used for your parcel. Information is on your confirmation email. You will need to quote your tracking number that was sent to you in your shipping confirmation email.

If the carrier is unable to locate your items, please contact us and we will lodge an enquiry for you.

Please check the information in these links before submitting an enquiry.

Sendle
https://support.sendle.com/hc/en-us/articles/205952747-Parcel-not-delivered

Australia Post
https://auspost.com.au/help-and-support/

What is a Backorder?

When you order a product on backorder, this means that we currently do not have the product in stock. We will endeavour to get it from our supplier as fast as possible. This will usually take a week, but can take up to 3–4 weeks.

If your order contains a mix of products in Stock and on Backorder, by default your order will ship all at once when all products are available. If you would like the products in Stock to ship straight away, please place two separate orders, or contact us so we can charge you for two separate deliveries. 

Please bear in mind that herbs are seasonal, we cannot force nature. Therefore there may be a possibility that your product will not be available for some time. If this is the case, we will get in touch and find the best possible outcome. Please understand that no refund will be issued within the first month of an order being placed. Refunds for backorders will only be issued if we are unable to supply the goods within 90 days.

Thank you for your understanding.

Backorder is what is sometimes called display to order (ODO).