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Shipping Policy

A legal disclaimer

Natural Symphony operates in accordance with Australian Consumer Law (ACL) and all applicable online retail and e-commerce regulations. By placing an order through our website, you acknowledge and agree to the following:

  1. Accuracy of Customer Information
    Customers are responsible for providing accurate contact, delivery, and billing details. Natural Symphony is not liable for delays, loss, or failed delivery resulting from incorrect or incomplete information supplied by the customer.

  2. International Customs, Duties & Import Regulations
    For international orders, the customer (importer) is solely responsible for complying with the laws, regulations, and import requirements of their destination country.

    • Any customs duties, taxes, import fees, or clearance delays are outside Natural Symphony’s control and are the responsibility of the customer.

    • Natural Symphony will not reimburse costs incurred due to customs processes or refusal of goods by foreign authorities.

  3. Product Descriptions & Compliance
    We take reasonable steps to ensure all product descriptions, ingredient listings and images are accurate. However, international buyers must confirm their country allows the import of cosmetics, natural body products, skin/hair care items, or oils.
    Natural Symphony is not responsible for parcels seized, returned or destroyed by customs due to local restrictions.

  4. Shipping Timeframes
    All estimated delivery times — domestic and international — are guidelines only and based on information provided by Australia Post and third-party couriers.
    Natural Symphony cannot guarantee exact delivery dates and is not liable for delays caused by postal services, customs processing, or events outside our control.

  5. Risk of Loss After Dispatch
    Once an order has been shipped and a tracking number issued, risk of loss or damage transfers to the customer.
    We will assist with courier investigations, but we cannot guarantee outcomes, compensation, or replacement decisions made by the carrier.

  6. Returns, Refunds & Consumer Guarantees
    Natural Symphony complies with Australian Consumer Law.

    • We will replace, refund, or repair goods that arrive faulty or not as described.

    • Change-of-mind returns may not be available on personal care or cosmetic products for hygiene and safety reasons.

    • International return shipping costs are the customer’s responsibility unless the product is deemed faulty.

By proceeding with a purchase, you confirm that you understand and accept these conditions.
For any questions regarding shipping, customs concerns, or product suitability, please contact us before placing your order.

Shipping Policy

Domestic (Australia)

  • Processing time
    Orders placed Monday–Friday are typically processed within 1–2 business days (excluding public holidays and weekends).
    We will send you a confirmation email once your order has shipped.

  • Shipping method & partners
    We use trusted couriers such as Australia Post or comparable domestic carriers to deliver within Australia.

  • Delivery timeframes

    • Major cities (e.g. Brisbane, Sydney, Melbourne, Perth, Adelaide): usually 2–5 business days after dispatch.

    • Regional or remote areas: 3–10 business days, depending on destination and courier coverage.

  • Shipping costs
    Shipping costs are calculated at checkout based on the weight and dimensions of your items, and the delivery location. We aim to keep shipping fees as reasonable and transparent as possible.

  • Order tracking
    Once your order has shipped, you will receive tracking information via email so you can monitor delivery.

  • Lost or damaged goods
    If your parcel is lost or arrives damaged, please contact us within 7 days of receiving it. We will liaise with the courier service to lodge a claim, and work with you to arrange a replacement or refund where appropriate.      International Shipping

  • Availability
    We offer international shipping from our base in Brisbane, QLD, Australia to most countries worldwide (subject to customs, import restrictions, and shipping carrier coverage).

  • Processing time
    International orders are typically processed within 1–3 business days.

  • Shipping cost & customs duties/taxes
    Shipping costs will be calculated at checkout, based on the weight, size, and destination country.
    Please note that any customs duties, taxes, or import fees imposed by the destination country are the responsibility of the recipient.

  • Delivery timeframes
    International delivery can vary depending on destination, customs, and carrier — typically 7–21 business days. For some distant or remote locations, it may take longer.

  • Customs & import regulations
    You are responsible for compliance with your country’s customs regulations and any import taxes/fees that may apply. We are not liable for delays or additional charges due to customs clearance.

  • Order tracking & insurance
    We provide international tracking where available. If you wish to insure your parcel for additional protection (e.g. for high-value orders), please contact us prior to shipping to arrange this (additional fees may apply).

  • Lost or delayed parcels
    If your parcel is lost or delayed, please contact us within 30 days of the expected delivery date. We will assist with tracking and liaising with the courier—but please note that international shipping sometimes carries risk of delays or loss beyond our control.                                                                                 Returns & Exchanges (International and Domestic Items)

  • If you receive a damaged or incorrect item, please contact us immediately with photos of the item and packaging. We will assess the issue and offer a replacement or refund.

  • For all other returns (non-faulty), return shipping costs are at your expense and the buyer is responsible for customs charges on international returns.

What to include in the Shipping Policy

International Shipping — Where We Ship

We are pleased to offer international shipping from our base in Brisbane, QLD, Australia to most countries worldwide, subject to the following conditions:

  • We ship to any destination where a reliable courier or postal service is available from Australia (e.g., via Australia Post or other recognised carriers), and where import of personal-care, natural-body/hair-care, and cosmetic-type goods is legally permitted.

  • We exclude destinations currently under high-risk status, sanction restrictions, or those where international parcel services are suspended. (We review and update this list regularly — if your country becomes restricted, we may be unable to ship until further notice.)

  • When ordering, if you are based outside Australia, you must ensure your destination country’s customs regulations allow import of our product types (body, hair care, cosmetics, natural oils, etc.).

What We Require From You (the Customer / Importer)

  • Please provide a valid full address and contact phone number for customs/ delivery purposes.

  • Be aware that you may be responsible for local import duties, taxes, customs fees, or additional charges imposed by your country — we are not liable for these.

  • Understand that delivery times to international destinations vary — they depend on destination country’s customs, local courier coverage, and sometimes external factors (e.g., customs clearance, local holidays).

When International Shipping May Be Restricted or Delayed

We may be unable to ship to or shipment may be delayed if:

  • The destination country is on a carrier-sanctioned/ high-risk list (e.g. due to conflict, sanctions, or shipping/safety limitations).

  • Local law or customs regulations prohibit or restrict import of cosmetic, natural lotions / oils / hair & body products, or require special registration/licence.

  • The customer’s address is incomplete, or cargo restrictions (size/weight) exceed the limits for standard international parcels.

  • Incorrect or incomplete customs declarations — we will always declare the parcel contents; mis-declaration may lead to seizure, return, or fines.

✅ What This Means for Natural Symphony & Our Customers

  • You’ll be able to offer international shipping to the vast majority of countries worldwide, which helps expand your potential market.

  • For customers ordering from overseas, you need to advise them upfront about possible customs, duties, and that compliance with local import laws is their responsibility.

  • Internally, you should monitor global events & carrier advisories — occasionally countries may become restricted, or shipping services may be suspended.

  • For certain high-regulation markets (especially those with stricter cosmetic / chemical laws), you may need to check local import rules before dispatching packages.

Please contact us at info@naturalsymphony.com.au before your purchase if youa re unsure, we are here to help! 

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