FAQ
Can I pick up my order?
If you live in Tasmania you are able to select local pickup when placing your order.
Pickup is available from our Richmond Store 16 Bridge St. Open 10-4 Dailyor from our Salamanca Market site on a Saturday Open 8-3
How much is shipping?
we offer rate $10 AUS wide for parcels weighing up to 500g
we offer rate $15 AUS wide for parcels weighing between 500g-5kg
we offer rate $20 AUS wide for parcels weighing between 5kg -10kg
Can I exchange an item?
Yes, we allow the exchange within 7 days of items that are unused, and in the same condition that you received it.
Exchanges (change of items) will take place once we receive the original package.All exchanges are sent out on a standard service.
If a customer is returning a package, we advise to use an insured, priority mail, as if the package is lost on its return to us, it is not our responsibility.
You will be responsible for paying for your own shipping costs for returning the original item.Please contact us if you wish to exchange an item.
Can I return an item?
Yes, we accept returns within 7 days of items that are unused and in the same condition that you received it.
We will not refund your money but instead issue store credit. You are liable for return shipping costs.
Returns (in-store credit) will take place once we receive the original package from purchaser back in our store safely, undamaged and eligible (above terms).
Returns can take up to 7 days to process, so don’t be alarmed if you’ve tracked your return as delivered but haven’t heard from us yet.
Please email us if you wish to exchange or return an item.
What payment methods do you accept?
PayPal, Visa, Visa Debit, MasterCard, American Express, After Pay.
Why do my products differ slightly?
All our products are handmade in small batches in our Richmond studio in Southern Tasmania.
We use certified organic, natural, pure and minimally processed ingredients, as much as possible.
Please be aware that because of this there may be slight changes to the texture, smell and colour of the products from time to time, this occurs usually because of seasonal variation and changes in which season the plant was harvested.
We prepare our own infused oils, you may at times find small pieces of herbs in your products. We do double filter our oils, but sometimes the tiny pieces sneak through! Please be aware..
I have allergies can I use your products?
Many of our products contain nut oils and butters such as sweet almond and shea butter. While many of our products are incredibly nourishing to sensitive skin, it is recommended that you patch test your skin with our products and discontinue if you develop any irritation.
How do I store your products?
Our products (especially candles, balms and creams) need to be stored in a dry, cool place, out of direct sunlight.
How long will my product last?
Our skincare products will last a minimum of 12 months once opened, we recommend you use a clean and dry hand or a spatula to remove the product from its packaging.
Our candles will last a minimum of 12 months once opened, we recommend you keep lid on candle while not in use and to burn candle correctly, please read our tips on candle care.
Do you accept refunds?
Please choose carefully as we are unable to exchange or refund items if you change of mind.
However, if there is an issue with your candle please email us direct at kylie@richmondbotanicalsco.com.au
While we do double check all of our order before shipping, human errors can occur.
If you receive an incorrect item, please do not open the product and contact us immediately.
You must contact us within 5 business days.
What happens if my product is damaged or faulty?
If you believe you have received an incorrect, damaged or faulty product, please contact us with photographic proof for review.
If approved for return, once the item has been received, please allow 2-3 business days to be processed.
The amount will be refunded via the payment method used for the original order.
Please allow up to 7 business days for the refund to reach your account.
What happens if my candle doesn’t burn properly?
If you believe you have a faulty item see above.
Our candles have been rigorously tested and if you follow our candle care guide your candle will burn properly.