Shipping and Delivery

Australian Orders

Every order is packed with care and shipped via Australia Post with tracking included.

Domestic delivery times depend on the service selected and your location:

  • Standard delivery: 2–6 business days
  • Express delivery: 1–3 business days

Please note: Delivery times may vary due to seasonal demand, post office processing times, and local delivery conditions.

  • Free standard shipping on orders over $149
  • Orders under $149 incur a $10 shipping fee
  • Express shipping: $15

International Orders

International orders are shipped via Australia Post International Standard (with tracking).

  • Estimated delivery: 5–10 business days
  • Timing may vary due to customs processing and destination factors

Shipping Costs (Guide)

  • New Zealand & Pacific: $16–$40 AUD (up to 2kg)
  • Asia Pacific: $20–$62 AUD (up to 2kg)
  • United States & Canada: $22–$69 AUD (up to 2kg)
  • United Kingdom & Europe: $27–$76 AUD (up to 2kg)
  • Rest of world: $33–$96 AUD (up to 2kg)

Prices are indicative and may vary based on order weight and destination.

  • Free international shipping on orders over $350 AUD

Important: Customs duties, taxes, or import fees may apply and are the responsibility of the customer. If an order is returned due to unpaid charges or import restrictions, a refund will be issued for products only (excluding shipping costs).

Delivery Support

If your delivery is delayed, lost, or you have any questions, please contact us:

Email: info@zoeandhope.com.au

Returns Policy

At Zoë + Hope, we take a thoughtful, skin-first approach to everything we create and sell. Our products are designed for sensitive and reactive skin, so selecting the right routine is important.

If you’re unsure before purchasing, please reach out—we’re happy to help guide you.

Change of Mind & Incorrect Purchases

Due to hygiene considerations, we do not offer refunds or exchanges for:

  • Change of mind
  • Incorrect purchases
  • General dissatisfaction

This does not affect your rights under Australian Consumer Law.

Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 72 hours of delivery.

Please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the original packaging

Outcome:

  • Replacement or store credit
  • Prepaid return label or reimbursed shipping (with proof)

Items must be returned before a replacement or credit is issued.

Skin Reactions & Sensitivities

If you experience a reaction, contact us within 14 days of receiving your order.

Please include:

  • Your order number
  • Clear photos of the reaction
  • A brief description of your experience
  • Products must be at least 20% full
  • Claims without photos cannot be assessed
  • Return shipping costs are not covered

All cases are reviewed individually. While refunds aren’t guaranteed, we will support you and provide guidance.

Gifts With Purchase

If a refund is approved:

  • The free gift must be returned unused
  • If not returned or used, its value may be deducted from your refund

Discount Codes

  • Must be applied at checkout
  • Cannot be applied after purchase

Processing Time

Once an approved return is received, please allow up to 5 business days for processing. Refunds will be issued to the original payment method where applicable.

Need Help?

If you have any questions about returns, reactions, or your order, please contact us:

Email: info@zoeandhope.com.au