General

Q: Are you still able to deliver amidst the on-going COVID-19 pandemic?

A: Yes, CHARMILLA HERATH is open and still able to turn around fast deliveries. Couriers are deemed an essential service and can continue to deliver.

We continue to send out orders on time. However, there are currently significant COVID-related delivery delays throughout the Australia Post and other delivery carriers, so please be patient with us.

Products

Q: Are animals harmed in the making of your products?

A: No animals are harmed in the creation of our products. We are always 100% vegan + cruelty free and no animal testing of any kind whatsoever!

Q: Are your products safe to use when pregnant?

A: Our products are made with the best ingredients that are not harmful to people, planet or animals. However, everyone is unique therefore we recommend that you read our ingredients list carefully and speak with your doctor.

Q: Are your products safe on the skin?

A: Yes, all of our products are safe to use. We make every effort to formulate without using harmful or toxic ingredients and
whenever possible use naturally derived ingredients or nature identical ingredients.

Orders

Q: How do I Know if my order has been placed?

A: Once your order is placed and payment is processed by our system, you will receive a confirmation email with details about your order.

Q: Can I cancel my order?

A: Once your order has been placed you have 1hr to cancel by emailing us. As we
process orders daily once an order is processed by our system and despatched by
our delivery partner, we are unable to cancel it. If your order has not been despatched yet, we may be able to stop the order. Please contact us at
concierge@charmillaherath.au as soon as possible if you wish to cancel your
order.

Payments

Q: What payment methods do you accept?
A: We accept major debit and credit card payments such as Visa, MasterCard,
Discover and American Express. You are also able to pay using major payment
systems such as Paypal and Square.

Q: What currency will my order be processed?

A: All payments within our website are processed in Australian Dollars (AUD). Our website may allow different currency selection, but all payments are processed by our website in Australian Dollars. If you are paying using another currency, your financial institution will process and convert your payment based on the current exchange rate plus service fee if applicable.

Delivery & Order Tracking

Q: How to track my order?

A: You will receive an email with your unique tracking url and tracking number
once your order has been fulfilled and despatched. To track your parcel, just click
on the unique tracking url within the email.

If you haven’t received the email containing your unique tracking url within 72 hours, you should contact us immediately at concierge@charmillaherath.au.

Returns

Q: Do you accept returns?

A: If you are less than happy with our products, please always write to us so we can discuss with you and see how we can help. Shoot us an email at concierge@charmillaherath.au.

Unfortunately, we do not offer refunds or returns on opened or used products
and do not offer exchanges. Likewise, we cannot offer refunds/returns on
personalised goods as these are made to order, specifically for you. This does not affect your statutory rights.

Q: What should I do if I receive an incorrect product or have an item missing from my order?

A: In the event that your package arrives but is not the one that you’ve ordered or has an item missing from your order, please contact us as soon as possible at
concierge@charmillaherath.au. We will provide instructions on how we will
resolve it. We will happily replace, exchange, or issue a credit or refund depending
on the situation and how you wish to resolve the issue.