SHIPPING & RETURNS
SHIPPING POLICY
Shipping Methods:
We currently ship Australia wide. We offer standard shipping via Australia Post for domestic orders within Australia.
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Processing Time:
Orders are typically processed and dispatched within 1-2 business days of payment confirmation.
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Shipping Rates:
Domestic shipping rates are calculated based on the weight of the package and the destination postcode.
Free shipping may be offered for domestic orders above a certain order value, as specified on our website.
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Estimated Delivery Times:
Domestic orders usually arrive within 2-5 business days after dispatch, depending on the delivery location.
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Order Tracking:
Tracking information will be provided via email once your order has been dispatched. You can track your order using the provided tracking number on the carrier's website.
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Delivery Address:
Please ensure that the delivery address provided during checkout is accurate and complete. We are not responsible for orders delivered to incorrect or incomplete addresses provided by the customer.
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Delivery Issues:
In the event of any delivery issues or concerns, please contact our customer service team within 7 days of the estimated delivery date so that we can assist you promptly.
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Lost or Damaged Shipments:
While we take utmost care in packaging and shipping your orders, we are not liable for any lost or damaged shipments once they have been dispatched. Please contact the carrier directly to file a claim for lost or damaged items.
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Returns and Exchanges:
For information on returns and exchanges, please refer to our Returns Policy available on our website.
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Contact Information:
If you have any further questions or require assistance regarding shipping, please don't hesitate to contact our customer service team via email at admin@nayki.com.au
RETURN & EXCHANGE POLICY
For purchases made other than via nayki.com.au, please consult with the retailer where you purchased the product for their returns policy. We only accept returns of products purchased through our website.
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Change of Mind
Unfortunately due to hygiene reasons we do not accept returns or exchanges on items for change of mind. Once a parcel has been shipped all orders are final.
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Order Changes and Cancellations
If you have placed your order in normal shopping periods (9am - 5pm) please reach out to us directly at admin@nayki.com.au within 2 hours of placing your order with your change request. We will do our best to accommodate your request.
Once an order has been processed, we are unable to make any changes or cancel your order.
Errors in address
Please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, or other delivery issues if an error has been made in the shipping information on your order. However, we work directly with our shipping providers to help resolve address issues where possible. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you will be responsible for any return shipping fees.
Faulty or Incorrect Products
If you have received an incorrect product or you feel the product you received is faulty, please reach out to us directly at admin@nayki.com.au within 24 hours of your parcel being delivered. Please include photos of the item you received and your order number.
Please note a product is considered faulty if there is a breakage or physical fault with the product - not because the product does not meet your expectations.
Please do not dispose of the product, so we can assess your claim. We are unable to assist with items after 30 days and without a photo of the broken items and/or package.
Please note return postage is the responsibility of the purchaser.
Once we received a return parcel, we will assess the item and will verify if your item qualifies for a replacement or refund. We will contact you via email with the next steps.
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Consumer Guarantees
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.
In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
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If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange
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If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, Australian Consumer Law may not apply, and Nayki may choose not to provide a refund or exchange.
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Please note that different skin types and conditions may react differently to particular products or natural ingredients. It is essential to closely review ingredients to help identify sensitivities to ingredients - as individual allergies, perceived results or reactions to a specific ingredient as listed may not be considered a product failure under Australian Consumer Law and Nayki may choose not to provide a refund or exchange.