//Frequently Asked Questions
Frequently Asked Questions2018-05-10T18:50:06+00:00
How much is postage?2018-05-16T08:45:57+00:00

We offer flat rate shipping of $9.96. All parcels regardless of their weight and shipping location fall into our flat rate shipping fee.

Do you offer free shipping?2018-05-16T08:46:13+00:00

No, however, we may advertise flash free shipping sales from time to time. If you aren’t on our mailing list, you can easily join so that you know when these specials occur. Click here to join

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Can I upgrade my shipping to Express Shipping?2018-05-08T16:47:09+00:00

Yes, simply select your shipping preference at checkout.

Can I collect from the Additive-Free Lifestyle warehouse?2018-05-16T08:44:48+00:00

Yes, local pickup is available. Our warehouse is located in Ormeau (Northern Gold Coast).

If you wish to collect your order simply select local pick up at checkout (only available to QLD customers). You will receive an email from our warehouse staff when your order is ready for collection, at this time pick up can be arranged. Please note our pick-up times are between 10:00 am – 1:00 pm Monday through Friday.

Additive-Free Lifestyle

Level 2, Suite 10
10 Burnside Road
Ormeau, QLD, 4208

Please note we are not a shop front and don’t take walk-in customers. If you have any question you can email us at warehouse@additivefreelifestyle.com.

How long will my order take to arrive?2018-05-16T08:41:52+00:00

All packages are posted using Australia Post e-parcel, and delivery times can vary depending on location.

QLD to WA, TAS, NT, SA – 5-6 Business Days
QLD to SYD – 4 Business Days
QLD to QLD – 1-4 Business Days

Small items such as diffuser bracelets and cookbooks are sent via Australia Post regular mail, receipted delivery. You will be provided with a tracking number via email.

To find out your expected delivery time click here.

 

How can I track my order?2018-05-16T08:39:22+00:00

Once your order has been packed and dispatched you will be emailed your Australia Post tracking number. To track your order, simply enter your tracking number into the Australia Post tracking website.

What happens if I’m not home?2018-05-16T08:38:08+00:00

Australia Post will require a signature on delivery for your Additive-Free Lifestyle order UNLESS stated otherwise. If you would like your order left please write a note on your order.

ATL (Authority To Leave) means you are giving Australia Post permission to leave your parcel WITHOUT a signature. We recommend if choosing this option to provide a preference of where you would like your parcel left. (near letterbox, on the veranda).

A package marked ATL will NOT be replaced by Additive-Free Lifestyle if they go missing, selecting this option is at your own risk.

I have not received my order?2018-05-16T08:36:35+00:00

Please check your tracking number, you can find this number in your Australia Post email when your order is marked as shipped.

If your package hasn’t arrived within the recommended delivery time frame or is “held in transit” for longer than expected please email us at warehouse@additivefreelifestyle.com as soon as possible, so we can follow this up and help locate your package. We may need to lodge a ‘missing package investigation’ with Australia Post. This process can take up to 2 – 4 weeks to locate.

If your order has been marked as delivered please contact your local Post Office.

If your package was ‘damaged in transit’ the item will be returned to us. In which we will reship your order at our earliest convenience free of charge.

If your package was delayed due to ‘incorrect address’ or ‘incorrect details’ at the fault of the customer, the item should be returned to us. To have this package resent to the correct address you will be charged the flat rate shipping price of $9.95.

My package wasn’t left as requested?2018-05-10T18:42:59+00:00

Australia Post reserves the right to make the final decision on whether it is safe to leave the parcel as requested. Please talk to your local post office if this occurs.

How do I know if my order has been successful?2018-05-10T18:44:13+00:00

You should receive a confirmation email once you have placed and paid for your order. Please check your others and junk folders and the confirmation email can sometimes appear in there.

How can I pay for my order?2018-05-10T18:46:13+00:00

We’ve many payment options available and it’s important to us to provide safe and secure payment options online.

1. Secure online Credit Card payment through Stripe
2. Via Paypal with your Paypal account or credit card
3. Shop Now. Pay Later with Afterpay
4. Direct Bank Transfer

Direct Bank Transfer Terms?2018-05-10T18:47:46+00:00

When paying via direct bank transfer please use your order number on the top left hand on your invoice.

If you select this payment option at the checkout, you have 5 business days to make payment before your order is cancelled.

Once we have received payment for your order, your order status will change from ‘on hold’ to ‘processing’ and the usual packing and shipping process will commence.

How do I return an item?2018-05-16T08:29:43+00:00

Please return it within 7 days of receiving your order to our warehouse. If you have any questions regarding this process please email us at warehouse@additivefreelifestyle.com and we can assist you.

Return Shipping Address;

Additive-Free Lifestyle
Level 2, Suite 10
10 Burnside Road
Ormeau, Qld, 4208

 

Common sense prevails with returns and reasons.

I received the wrong item 🙁2018-05-16T08:25:44+00:00

If the item you received is not what you have ordered, please email us as within 24 hours of receiving your order. We ask that you send through a photo of the wrong item. And as much information as possible and we will assist you through the replacement process. Email us at warehouse@additivefreelifestyle.com.

Emails outside this time frame will be accessed on a case by case time frame.

My item was damaged when it arrived2018-05-16T08:24:09+00:00

Please email us within 24 hours of receiving your order with a photo of the damaged/broken item and we will assist you through the replacement process. Email us at warehouse@additivefreelifestyle.com.

Emails outside this time frame will be accessed on a case by case time frame. *All items need to be opened upon delivery even if they are a gift.

An item is missing from my order2018-05-16T08:22:00+00:00

If you have received your order but an item is missing, please email us within 24 hours. We will assist you through this process.

We send out missing items free of charge, but we are also happy to credit or refund too. We will ask for a photo of your order in original packing. Email us at warehouse@additivefreelifestyle.com.

Emails outside this time frame will be accessed on a case by case time frame.

Faulty Items2018-05-10T18:52:52+00:00

If an item you have received is faulty please email us at (insert email address), with details and photos and/or video of the faulty item. We will than assess your claim.

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