Your box of self-care will be sent via standard post using CouriersPlease or Australia Post with authority to leave in a safe place unless requested otherwise. All orders are shipped from Queensland, Australia. We endeavour to dispatch orders which are in stock within the same business day of receiving confirmation of payment. Once your order is picked up from our warehouse you will get a notification via email or text message. (Same day dispatch of your order is only guaranteed when order confirmation is received by 12pm AEST, Monday to Friday, excludes weekends & public holidays).
Shipping is charged as a flat rate of $14.95 AUD per consignment for all orders under $119 AUD.
Queensland Residents: Allow 5 - 7 business days from date of dispatch.
Out of State Delivery: Allow 7 - 14 business days from date of dispatch.
Eligibility for Free Shipping: Receive Free Standard Shipping & Handling across Australia on all orders $119 AUD and above.
Promotional Exceptions: This offer is subject to change during promotional periods. If a sale is in effect that promotes free standard shipping at a different dollar value, those terms will apply.
We are excited to offer Express Shipping within Australia through Australia Post for a flat rate of $19.95 per consignment.
Delivery Information:
Order Processing:
Important Notes:
Tracking Your Parcel:
You can track the progress of your parcel any time using the tracking number provided from @HairByU.
CouriersPlease will provide updates at the following milestones:
• When we are notified that you have a parcel to collect
• When your parcel is picked up from the sender
• When it arrives at our depot
• When it’s out for delivery
• When it’s delivered or taken to a Collection Point
When to Expect Your Parcel:
Transit times vary depending on distance and location. As a general guide:
• Metro to metro: 1-3 business days
• Across the country (e.g. east to west): Allow a few extra days
• Regional or remote areas: May take longer
• During peak periods (like Christmas): Allow an extra week
Keep in mind that delivery time includes more than transit. It also accounts for order processing, time at the depot and additional time if redelivery or collection is needed.
While CouriersPlease work hard to deliver on time, all timeframes are estimates and can be affected by weather, traffic or unexpected delays.
For updates that may impact your parcel, check their homepage.
If Your Parcel Is Delayed:
Rest assured that most delayed parcels arrive within 24 to 48 business hours of the original estimate. If something doesn’t seem right, contact CouriersPlease via their Virtual Assistant.
Receiving Your Delivery:
When your parcel is out for delivery, the driver will bring it to your door and knock or ring the doorbell, unless the sender has requested contactless delivery.
If You're Not Home:
If no one’s home at the time of delivery, they will look for a safe place to leave your parcel. If there’s nowhere suitable — for example, if you live in an apartment, unit, or if the front door is in a high traffic area — or if the sender has requested a signature, we’ll take it to a nearby Collection Points*.
Collecting Your Parcel from a Near Collection Point:
CouriersPlease partner with HUBBED to offer more than 3,000 Collection Points across Australia.
If your parcel is sent to a Collection Point they will let you know. If your sender has provided us with your email address, we will send you an email within 24 hours. Otherwise, we’ll leave a hardcopy delivery slip.
Arranging a Re-Delivery:
If your parcel has been taken to a Collection Point you can request a re-delivery within 6 days.
If You Still Have Questions:
Feel free to contact CouriersPlease or visit their Help Centre for more information. You can also lodge an enquiry with the Virtual Assistant indicated by the chat icon in the bottom right corner of the website. Select Assistance with a Delivery and follow the prompts.
Once you lodge your enquiry the CouriersPlease team will get back to you as soon as possible.
Delivery Disruptions Via Australia Post:
What to do if your parcel is late via Australia Post:
First, visit https://auspost.com.au/using-our-tracking-service & enter your tracking number info – you’ll probably find that it's on its way and will be with you soon. If your parcel is more than 10 days late, you can visit https://helpandsupport.auspost.com.au/s/missing-or-lost-item and launch an investigation into the parcel's whereabouts.
What to do if you can’t find your delivered parcel from Australia Post:
If your parcel was sent using one of our trackable services and is showing as ‘delivered’ but you haven’t received it, there are a few things you can check:
Has it been left in a safe place? This could be in your mailbox, or under or behind something.
Has anyone else at your address accepted the item?
Has the sender confirmed that it was sent to the right address?
If you live in an apartment, or at an address with multiple residences, has your parcel been taken to reception or a mail room?
If you’re at work, check with reception or the mail room, or ask if your workplace redirects mail to a Post Office Box.
If you’ve checked these things and still can’t locate your item, send Australia Post an online enquiry on their late or missing item form.
The online enquiry form asks for the details we need to help with your enquiry as quickly as possible.
Delivery location photo
When Australia Post leave your parcel in a safe place, the driver usually takes a photo of where they left it. You can view the delivery location photo, if there’s one available, by entering your tracking number on our late or missing item form. It’s even easier to check delivery location photos if you’ve got the AusPost app.
If the delivery location photo doesn’t help you find your parcel, or there’s no photo available, you can complete the late or missing item form to submit an enquiry. If the photo shows that your parcel has been delivered to the wrong address, you can complete the form to submit an enquiry. You can get faster help enquiring online, as we can share your enquiry directly with the relevant driver and delivery centre.
Missing or stolen parcel
If your delivery location photo shows that your parcel was delivered correctly but it’s no longer there, contact your local police to report a stolen parcel.
If your parcel was delivered to an unsafe location, and you think it’s been stolen, send an online enquiry on the Australia Post delivery issue form.
If you let Australia Post know your parcel was delivered to an unsafe location, we’ll make note of it so drivers don’t leave parcels there for future deliveries.
If you are still not satisfied & need more help, please contact our customer support team for more assistance: https://www.hairbyu.com.au/form/contact-us/