FAQ’s

HOW DO I MAKE A PURCHASE?

Our business is an ONLINE BUSINESS – customers need to place orders using our website. A visit to our Studio is not possible, you’ll need to visit us at an arranged venue, such as our Market Events or a Workshop Venue.  Our business has returned to being a home based business, after many years being situated in a warehouse environment, as this suits our family and gives us the opportunity to reach many more people through targeted and organised events.  Once familiar with our business we will urge you to order your supplies and book events using our website.  When using our website instructions are provided throughout the checkout process, delivery fees will be visible once you have entered your delivery location and selected your items.

Upon placing your first order you’ll be invited to register your details, note that registration is not necessary to order products for home delivery. Membership is however ‘recommended’ for you to monitor progress of an order, access order history and to receive our very best of service and for you to receive our newsletter updates from time to time.

You may view our privacy policy found at the bottom of every page of this website, prior to completing an order, so that you understand how we deal with your personal and payment card information.  We do not use your information for any other purpose other than to fulfill your order.  We may at times contact you with deals/offers as they are available in the form of a newsletter.

CAN I COLLECT MY ORDER?

Due to an increasing demand, we require all orders be placed ONLINE.

Clients wanting to collect an order can do so by making prior arrangement to collect – from our Market Stall on Sunday’s.

We prefer that customers use our website to order, even when collecting as this reserves the stock for you. Customers collecting should also phone us to ensure we ‘action your order in time’, as a precaution.  As we’ll have to bring it to market for you.

DO NOT arrive at our home studio to purchase supplies, this is NOT suitable as we have neighbours to consider.

All orders will be prepared in sequence with other orders received and will NOT be given priority under any circumstances.  Please keep an eye on your email for communication from us, this is how we’ll notify you that your order is ready.

DELIVERY COST AND LEAD TIME

Delivery Cost is based on the Combined Parcel Weight, Parcel Contents & Buyer Location – we use Australia Post for the majority of parcels, bulky goods or large parcels we can use Couriers Please or Fastway Couriers.  We’ll ascertain the most viable method for each order received.

Orders weighing over 15kg will be automatically sent by courier in most cases, you will be supplied an updated invoice after we receive your order, showing the  delivery fee.  Our website can’t calculate a courier ‘cost’ when the contents of your order weigh more than 15kg.   If ‘courier’ is displayed in your cart, choose direct deposit or pay by phone for payment, and wait for our invoice to be sent to you by email.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

You may contact us at any time for an update on order progress – preferably by email, please allow us time to respond and if you’re in a hurry, please phone us.

Clients usually receive goods within 7-10 business days of ordering, dependant on location.

We have a lead time of 5-7 business days from receiving payment of an order.  

Please do not request a RUSH ORDER, this is not possible.

Our lead time can be longer in peak seasons.  Please allow time for us to prepare your order and also for adequate delivery time – depending on your location.  We are a very busy small business and we choose not to increase our overheads and ultimately the price you pay, by NOT employing excess staff.  We run on a ‘wait your turn’ ordering system.  We may not be the fastest in terms of delivery, but customers certainly enjoy our patronage and quality of products.

AUSTRALIAN and INTERNATIONAL DELIVERY INFORMATION

AUSTRALIAN DELIVERY & METHOD OF DELIVERY

We can use a variety of methods to deliver your purchase.  Australia Post Domestic Parcel with tracking and a variety of freight carriers are utilised to fulfil your order.  The cost to you is dependent on your location and what you’ve ordered.

You may choose either FLAT RATE DELIVERY @$14.95/parcel or Australia Post Options that are visible during the checkout process.

If you are having parcels sent to a Post Office Box – you MUST choose an option through Australia Post.  We will contact you if you choose the incorrect method of delivery for your parcel.

FLAT RATE DELIVERY @$14.95 – is for small parcels being delivered Australia Wide.  Any customer can utilize this method – allowing us to ascertain the ‘best method’ of our choice, usually a courier company.  DO NOT ENTER a post office box delivery address, if you a choosing this method of delivery.  Unfortunately the Courier Companies WILL NOT and DO NOT deliver to a Post Office Box.

AUSTRALIA POST PARCEL or AUSTRALIA POST EXPRESS DELIVERY OPTIONS

If you are choosing Australia Post to deliver your items, please choose carefully.  This is the method we choose unless your items are not suitable for delivery utilising this method, we do reserve the right to alter the method if we’ve established that a better service can be offered.  Choose Express Post wisely, your item must fit within the parameters suggested by the method you choose (it has to fit into the bag with adequate packaging).  If you choose an express option at checkout, this does not mean express service from us, rather it is the method of delivery for your parcel.

FREE DELIVERY is suitable for orders that are valued at over $150, this method excludes parcels over 15kg and delivery locations situated  in the Northern Teritory, Far North Qld, Rural Western Australia and some other remote rural areas. All metropolitan areas of Australia are included.

Our normal processing time applies and all orders are packaged in order of receipt and sequence.  RUSH ORDERS – are not possible please see ‘How Long Will It Take to Receive My Order’ above for more information.

All parcels will be delivered by a traceable means – so that we can provide proof of delivery to our clients and to any other third party as required.

Delivery cost is to cover the cost of delivery ONLY and we also charge a small fee to cover the cost of packaging materials.  We do use recycled packaging materials where possible in an effort to keep costs down for our clients.  Whilst all effort is made to package items correctly for transit – it is possible that items inevitably get damaged in transit.  Each instance will be negotiated on a case by case basis depending on the circumstance.  This is not a frequent occurrence thank goodness.

 

INTERNATIONAL DELIVERY

Delivery of International Parcels will be via Australian International Air Mail.

Please complete your purchase selecting International Delivery via checkout.

Note – Some items are not able to be sent internationally. These items will be notified on a case by case basis and removed from your order.

All international orders will have the delivery/shipping amount calculated manually based on the parcel weight and delivery location/region – the fee is calculated using the best method and a new invoice will be sent to you including delivery charges.  International Buyers must pay for goods using PAYPAL.  Instructions will be provided.

PAYMENT OF INTERNATIONAL ORDERS

Payment of all internationally delivered orders must be completed by PAYPAL.

COLLECTION OF GOODS AND SERVICES TAX (GST) –

Prices quoted in the list view of this website – do not include GST, this will be added and visible during the checkout process. We are required to Collect GST, on behalf of the ATO. All prices are quoted in Australian Dollars. There will be no GST applied to international orders.

WEBSITES SECURITY?

When purchasing from Simply Natural Soap Making Supplies, card payment details are transmitted through an application programming interface. Card Details are NOT hosted by Simply Natural Soap Making Supplies after processing – giving our customers added security when transacting with us.

When completing an order, you’ll be transferred to our payment intermediary to complete payment using the Encryption methods offered by these larger institutions, you’ll then be directed back to our secure website to confirm your order. All information is transmitted using secure networks.  Please also view our privacy policy.

OUR REFUND POLICY

Please choose carefully. We are not required by law to give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described or are different to the product purchased on the website.

We shall not be liable for any damages or costs of any type arising out of or in any way connected with your use of our services or products.

We are not responsible for damage to items that have clearly occurred during transit, you will be compensated in this event for the cost of the ‘product’ and each claim will be negotiated with the client directly, we will normally refund the cost of the product ONLY. Whilst all effort is made to package items correctly, no responsibility will be taken for any subsequent loss encountered by our client, as a result of damage/loss incurred during transit.

The cost of delivery is NON REFUNDABLE in any instance, should a refund be granted for your delivery, the cost of the product or portion of lost product, will be either refunded or redelivered.

Insurance for goods in transit is now automatically allocated to every parcel we deliver, irrespective of the delivery method chosen by our client.  Note that we will require documented evidence of any such damage to your parcel, within 48 hours of you accepting delivery, in order to proceed with a recovery claim on your behalf.    In this event – you will be asked to supply us with an email stating that you intend to make a claim, within the time limit stated above, you’ll need to include photographic evidence of the damage incurred and a description of the damage.  We will then contact you for further information.  Unfortunately, in the event of an insurance claim, there is normally a period of time required to negotiate same and we will endeavour to carry this out as fast as possible for our client.  Please keep in mind that we are dealing with third parties to verify your claim and are reliant on all parties supplying the information in a speedy manner.

SECURITY POLICY – also refer to our Privacy Policy

When purchasing from Simply Natural Soap Making Supplies, card details are transmitted through a secure server using St George Bank and the E-Way payment processing facility. Payment card details are not hosted by Simply Natural Soap Making Supplies after processing.

DISCLAIMER

Data and information is provided for informational purposes only, and is not intended for any other commercial or non-commercial purposes. Neither us nor any of our data or content providers shall be liable for any errors or delays in the content, or for any actions taken in reliance thereon. By accessing our web site, a user agrees not to redistribute the information found therein. We provide customized links to select companies for your convenience only. We do not endorse or recommend the services of any company. We shall not be liable for any damages or costs of any type arising out of or in any way connected with your use of our services or products. Our advice is generalised and should not be relied on in place of a Doctors treatment and advice, if you have a medical problem or issue we advise you to see your Doctor. Our products are supplied in good faith – for their intended use and we do not warrant or guarantee the use of same for any purpose. We are not responsible for damage to items that have clearly occurred during transit. Whilst all effort is made to package items correctly, no responsibility is taken for any damage or loss.

IF YOU EXPERIENCE PROBLEMS PLACING YOUR ORDER –

PLEASE PHONE 0435 083 588 during business hours

PAYMENT OPTIONS –

If in doubt of how to pay for your order, please contact us for assistance.

DIRECT DEPOSIT

Details – also are supplied on our Tax Invoice
Bank: ST George Bank
BSB: 114-879
Account Number: 446 496 231
Account Name: Simply Natural Soap Making Supplies

CREDIT CARD – VISA / MASTERCARD

When purchasing from Simply Natural Soap Making Supplies, we utilize ‘E-Way or Paypal” – these companies offer third party payment processing facilities to handle your payment card information, giving you added security. No payment card information is handled by us or hosted on our server. Your payment details are not stored. Credit Card payment is the quickest and easiest way to send money to us.

PAYPAL PAYMENTS – are INSTANT

Goods will be despatched – when your payment has cleared.

AFTERPAY – purchases

We offer this service for our customers as an option that you can choose enabling you to buy now and pay later.  Customers should read the terms and conditions found on the Afterpay website for further information about this service.  Your purchase will be delivered under our normal delivery terms and conditions.  There are no additional charges for this method of payment  You will complete payment of your purchase using Afterpay.

OUT OF STOCK PRODUCTS

We do our best to maintain our inventory and mark items “out-of-stock” on our website. There are times where there may be fewer items in stock than what you may have ordered. In the event when an item you have purchased and paid for is unavailable, on a case by case basis, we can either:

1. place the out of stock item on back order and ship out to you when it becomes available

2. offer a refund for what is owing

3. you can choose an alternative product(s) from our website of the same value.

We will email you to notify the status of your order along the way.  We understand that this may be an inconvenience to you and we do apologise beforehand – should this situation arise.

WHOLESALE PRODUCT INFORMATION

Wholesale pricing of supplies, for you to make product, can be achieved by purchasing the particular item – in a bulk quantity. If we don’t have the pricing displayed for the product that you’re looking for, please request a quote for the item.

We do also make customised orders/product for a variety of customers and urge you to contact us, so that we can discuss your requirements in detail.

We are looking for stockists and distributors that want to resell our product range and welcome all enquiries from retail outlets and business persons that are interested in our range of natural soaps, soap making kits & ingredients.  Please contact us by email with your business details and requirements.  We will furnish you with our Wholesale Terms & Conditions.