Shipping & Delivery
Your box of self-care will be sent via standard post using Sendle or Australia Post. 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).
Standard Shipping
Receive FREE standard postage and handling (within Australia) on all orders $119 and over. Unless there is a sale promoting free standard shipping of a different dollar value.
Shipping charge is a flat rate of $14.95 per consignment for all orders under $109.
Please allow between 5 - 7 business days for delivery from date of dispatch to Queensland Australia. Out of state delivery please allow 7 - 14 business days from date of dispatch.
Express Shipping
We now offer Express Shipping via Australia Post or Sendle Express (within Australia) for a flat rate of $19.95 per consignment. Australia Post advise to allow 1-2 business days for same state deliveries. As we are Qld based, please allow extra days for states out of Qld. If orders are placed before 12pm, we will guarantee to have your parcel logged with Australia Post on the same business day, Monday to Friday.
Please note the above dispatch times are ONLY estimates, impacts like weather, & staff shortages may cause delivery delays from Sendle & Australia Post. This is out of our control & we ask for your patience in matters like this. Please know we monitor & will try to keep you up to date along the way until your parcel is delivered.
Australia Post Christmas Lodgement Dates:
Australia Post recommend lodgement by the following dates for delivery by Christmas (*excludes items sent to and from Perth and Darwin):
- Parcel Post: Friday 20 December**
- Express Post: Monday 23 December
- StarTrack Express: Friday 20 December
- StarTrack Premium: Monday 23 December
* Items sent to and from Perth and Darwin with Parcel Post and Express Post need to be lodged by 13 December to be delivered by Christmas.
Sendle Christmas Lodgement Dates:
Delivery Disruptions Via Sendle:
What to do if your parcel is late via Sendle:
First, visit https://try.sendle.com/en-au/tracking & 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 2 days late, you can launch an investigation into the parcel's whereabouts via the tracking page https://try.sendle.com/en-au/tracking & enter the Sendle reference number given via us. 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/
Understanding your parcel tracking updates with Sendle:
At Sendle, they prioritise your experience. Rest assured; we update the status of your order so that you can track a parcel anytime.
If in the rare case you encounter the following scenarios, here’s what they mean:
- If the parcel tracking tool sets the item as unable to deliver, this means that the driver couldn’t access the delivery location, or they used their discretion and decided it wasn’t a good idea to leave the parcel unattended. Double check your details and hit the redeliver parcel button to try again.
- If the parcel tracking tool says card left, this means that the driver attempted delivery, but no one was home, or it wasn’t safe to leave the parcel unattended. The driver left a card to inform the receiver and scanned the parcel, which will prompt an email notification to both the sender and the receiver.
- If the parcel tracking tool says the parcel has been left with agent, this means that the driver dropped off your parcel at a designated collection point near the receiver’s address. The driver left a card for instructions at the address, but you will also be notified by email.
If we don’t hear from you within five days, the parcel will be returned to the Sendler for safety. If that’s the case, all information will be published on the Sendle tracking page, so you can monitor the parcel’s journey.
What to do if you can’t find my delivered parcel from Sendle:
If you’ve noticed a ‘delivered’ tracking update on your tracking page but the parcel hasn’t been delivered yet, it could be because the parcel was scanned in advance by mistake. Don’t worry – the parcel will be with you by the end of the day.
If you can’t find the parcel: Have a look around your premises. The driver could have left it somewhere safe (but not obvious) like the back door, front gate, mailbox or garage. You might even want to check with a neighbour or colleague (if it was delivered to a work address) to see if they accepted it on your behalf.
If you’re worried the parcel is missing: Launch an investigation into the parcel’s whereabouts via the tracking page (https://try.sendle.com/tracking) using the Sendle reference number (eg S3NDL3R).
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 its on it’s 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:
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Has it been left in a safe place? This could be in your mailbox, or under or behind something.
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Has anyone else at your address accepted the item?
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Has the sender confirmed that it was sent to the right address?
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If you live in an apartment, or at an address with multiple residences, has your parcel been taken to reception or a mail room?
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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 us an online enquiry on our 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 we 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 our delivery issue form.
If you let us 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.
We do not take responsibility for orders that are lost or stolen once the parcel has been delivered to the correct delivery address if the "authority to leave" was selected at checkout.
If you are concerned about your parcel being delivered safely, we recommend to ticking the "signature on delivery" box at check out so a calling card can be left, leaving u to collect your parcel at a time convenient.
@Hairbyu we sometimes take the initiative to request "signature on delivery" with orders that are over $100 plus in total or if the delivery address is marked to apartment buildings or units. This just ensures your parcel is delivered quickly & safely.
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/
