Shipping, Returns + Refunds

Effective Date: 01/09/2026

Shipping

Our Shipping Policy forms part of, and must be read in conjunction with, our website Terms and Conditions. It is important that you check your delivery details before completing your order. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate.

SHIPPING OPTIONS AND RATES

We ship domestically within Australia. Your orders will be dispatched and posted within 2 business days. Once dispatched, shipping time will vary depending on the type of shipping selected:

  • Standard shipping parcels are sent via Australia Post at a cost of $9.95. Standard shipping takes 2-6 days.
  • Express shipping parcels are sent via Australia Post at a cost of $14.95. Express shipping takes 1-4 days.
ORDER PROCESSING TIME

Please allow 1-2 days for your order to be processed. Once your order has been prepared and shipped, you will receive a shipping confirmation email with tracking information.

TRACKING AND CONFIRMATION

To keep you informed about your shipment's progress, we provide tracking numbers or links for all orders. Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking details. You can use this information to track your package through our website or the carrier's tracking system.

Please note that it may take a short period for the tracking information to become available after the shipment has been processed.

LOST OR DAMAGED PACKAGES

While we take great care to ensure your Thalathaea packages reach you in perfect condition, unfortunate incidents may occur during transit. In the event that your package is lost or damaged, please contact our customer support within 7 days of the expected delivery date. We will initiate an investigation and work towards a resolution, which may include a replacement, refund, or insurance claim in accordance with our Returns Policy below.

RETURNS AND EXCHANGES

We want you to be completely satisfied with your purchase. If for any reason you need to initiate a return or exchange, please refer to our dedicated Returns + Refunds Policy for detailed instructions. The policy outlines eligibility criteria, timeframes, and any associated restocking fees, if applicable.

POLICY UPDATES

This shipping policy is subject to change from time to time. Any revisions or updates will be communicated to you through our website or via email. It is recommended to review this policy periodically to stay informed about any modifications.

DISCLAIMER

Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. 

We can redeliver parcels where address is incomplete, or has been incorrectly provided, however this will incur a delivery charge of $9.95 for standard registered post or $14.95 for express post.

Please note that the delivery times specified are approximate and as provided by Australia Post. We cannot guarantee these delivery times.

By placing an order with us, you acknowledge and agree to comply with the terms and conditions outlined in this shipping policy. 

If you have any questions or require further clarification, please feel free to reach out via our Contact Form.

Returns + Refunds Policy

At Thalathaea, we want to ensure your experience is as seamless as possible. If you need to return a product, please read our policy below. This policy aligns with Australian Consumer Law and forms part of our website Terms & Conditions. 

Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

QUICK GUIDE TO RETURNS & REFUNDS

Change of Mind: Returns accepted within 14 days for store credit, refund, or exchange (unused & unopened only). No refund on delivery fees.

Damaged or Incorrect Items: Notify us as soon as possible with photos. We’ll replace or refund.

Sensitivities & Allergies: No refunds for reactions. Ingredients are listed online - please check before purchasing.

Processing Time: Returns are processed within 7 days of receiving your item.

Tracking Your Return: We recommend tracking your return. Lost items are not our responsibility.

Please email us at hello@thalathaea.com before sending any returns. 

CHANGE OF MIND

For change of mind or if you are not completely satisfied with your purchase, we are happy to provide a store credit, exchange or refund, if:

  • The item is unused, unopened, and in its original condition & packaging.
  • The return is made within 14 days of purchase.
  • The product is not a sale or clearance item (see exclusions below).

We do not refund delivery costs for change-of-mind returns. If you request an exchange, we’ll cover the cost of shipping the replacement item to you.

DAMAGED OR FAULTY PRODUCTS

While we take care to package your orders carefully to avoid any damage – sometimes damage in transit can occur. If your order arrives damaged or faulty, please contact us at hello@thalathaea.com within 7 days of receiving your order. To help us assist you as quickly as possible, could you please include the following details:

  • A clear photo of the product & packaging. 
  • Your order number and description of the issue. 
  • Once verified, we will send a replacement item at no extra cost, or provide a full refund (including original shipping costs, if applicable). 
INCORRECT ORDER RECEIVED

If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:

  • send the correct item; or
  • provide you with a refund.

NO REFUNDS OR RETURNS ON SALE ITEMS

Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered). 

If a sale item is faulty or incorrect, please refer to our Damaged or Faulty Products section above.

PRODUCT SENSITIVITIES & ALLERGIC REACTIONS

We do not accept returns, exchanges or refunds for skin sensitivities or allergic reactions.

Why? Everyone’s skin reacts differently, and we provide detailed ingredient lists on our website to help you make an informed choice.

Before purchasing, please review the ingredients carefully. If you need guidance, contact us at hello@thalathaea.com and we’ll be happy to assist. 

Please note that if you experience a reaction, immediately discontinue use and seek medical advice if necessary. 

HOW TO RETURN PRODUCTS

To return an item, please follow these steps:

  • Email us at: hello@thalathaea.com with your order details and reasons for return.
  • Pack the item securely in its original packaging. 
  • Post to: Thalathaea Returns – 1107 Pittwater Road, Collaroy Beach, NSW, 2097 
  • Keep your tracking number as we are not responsible for lost returns. 
PROCESSING TIMES FOR RETURNS

Once we receive your return, please allow:

  • 7 business days for our team to inspect and process your return.
  • 3 business days for store credits to be issued via email.
  • Refunds processed within 5-7 business days (depending on your bank).

Refunds are processed to the original payment method used at checkout.

POLICY UPDATES

We reserve the right to update or modify this Returns + Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.