FAQ
Can I pick up my order?
If you live in Tasmania, you can select local pickup at checkout.
Pickup is available from Salamanca Market, Site 98, on Saturdays between 8:30am and 2:30pm. We also offer pickup from Sandy Bay at other times by arrangement. Please contact us via the contact form or email hello@richmondbotanicals.co to organise.
How much is shipping?
We offer flat-rate shipping Australia-wide, based on packed order weight:
• Under 500g: $10
• 500g–5kg: $15
• 5kg–10kg: $20
Orders over $100 ship free.
Can I exchange an item?
Yes. We offer exchanges for change of mind within 14 days of delivery, provided the item is unused, unopened, and in the same condition you received it.
Exchanges are processed once we receive the original item. Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we are not responsible for items lost in transit.
Returns can also be dropped off at Salamanca Market, Site 98, on Saturdays between 8:30am and 2:30pm.
Please contact us via the contact form or email hello@richmondbotanicals.co before returning an item so we can assist.
Can I return an item?
Yes. We accept returns for change of mind within 14 days of delivery, provided the item is unused, unopened, and in original condition.
Once received and inspected, refunds are processed within a reasonable timeframe (usually within 7 business days). Return shipping costs are the responsibility of the customer, unless the item is faulty.
Returns may also be dropped off at Salamanca Market, Site 98, on Saturdays between 8:30am and 2:30pm.
Please contact us via the contact form or email hello@richmondbotanicals.co before returning any item.
This policy does not limit your rights under Australian Consumer Law. You are entitled to a repair, replacement or refund for faulty or misdescribed products.
What payment methods do you accept?
We accept PayPal, Visa, Visa Debit, MasterCard, American Express, and Afterpay.
Why do my products differ slightly from batch to batch?
All of our products are handmade in small batches in our studio in Southern Tasmania.
We use natural, minimally processed ingredients wherever possible. As a result, slight variations in colour, texture, or scent may occur due to seasonal changes or differences in plant harvests.
We also prepare our own infused oils. While these are double-filtered, very fine botanical material may occasionally remain.
I have allergies. Can I use your products?
Many of our products contain nut oils and butters, including sweet almond oil and shea butter.
If you have allergies or sensitive skin, we recommend reviewing ingredient lists carefully and performing a patch test before use. Discontinue use if irritation occurs.
How should I store your products?
Store products in a cool, dry place, away from direct sunlight. This is particularly important for candles, balms and creams.
How long will my product last?
Skincare products have a minimum shelf life of 12 months after opening when stored correctly. Use clean, dry hands or a spatula to avoid contamination.
Candles have a minimum shelf life of 12 months. Keep the lid on when not in use and follow our candle care guidelines for best performance.
What if my product arrives damaged or faulty?
While natural variation is normal, products should arrive in good condition and perform as intended.
If you believe you have received an incorrect, damaged, or faulty item, please contact us at hello@richmondbotanicals.co with a photo and a description of the issue. We will assess the matter in line with Australian Consumer Law.
What if my candle doesn’t burn properly?
Our candles are extensively tested for performance when used according to our candle care guidelines.
If you experience issues despite following the care instructions, please contact us with details and photos where possible, and we will review the issue.