Shipping, Packaging & Production

At Natural Symphony, every order is carefully prepared to ensure your products arrive safely, beautifully, and in perfect condition.

Packaging

We use protective, hygienic packaging suitable for bath, body, skincare, candles, wellness products, and apparel.

• Fragile items are carefully cushioned to minimise damage during transit• Temperature-sensitive products are packed appropriately to maintain quality• All items are presented with a clean, premium finish in line with our brand

Made-to-Order Apparel

Our Sadist That Cares™ hoodies and apparel are professionally made to order, created specifically for you.

This approach allows us to:

✔ Maintain premium quality

✔ Ensure attention to detail

✔ Reduce unnecessary waste and overproduction

Production & Shipping Timeframes

Made-to-Order Apparel

Please allow approximately 14 business days for production before your item is shipped.

Once dispatched, estimated delivery timeframes are:

• Australia: 3–8 business days (location dependent)• International: 10–21 business days (subject to customs processing)

Other Products

Bath, body, skincare, and wellness products are typically dispatched within 1–3 business days from Queensland, Australia.

If your order includes both made-to-order apparel and other products, your items may be shipped together once apparel production is complete, unless otherwise required due to the location of delivery.

Shipping Methods

We use trusted carriers including Australia Post and DHL for reliable domestic and international delivery.

Tracking details will be provided once your order has been dispatched.

Shipping Costs

Shipping is automatically calculated at checkout based on:

• Parcel size and weight• Delivery location• Selected shipping method

Important Information

• Natural Symphony is not responsible for delays caused by postal carriers, customs processing, or external production factors• International customers are responsible for any applicable duties, taxes, or import fees• Please ensure your delivery details are correct at checkout, as we are unable to redirect parcels once shipped• Due to the custom made-to-order nature of our apparel, production begins shortly after purchase — please choose sizes and colours carefully

Returns & Refunds Policy

At Natural Symphony, we take great care in selecting, preparing, and packing every product to ensure it arrives in perfect condition.

Due to the nature of our wellness, skincare, bath, and body products, we are unable to accept returns for:

• Change of mind• Hygiene reasons• Items that have been opened, used, or tampered with.

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, or refund if a product:

• Is faulty or defective

• Is not as described

• Is not of acceptable quality

• Is unfit for its intended purpose

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

To assist us in resolving your issue quickly, please include:

• Your order number• Clear photos of the item and packaging• A brief description of the issue

We will assess your request and provide an appropriate resolution in line with Australian Consumer Law.

Exchanges

We do not offer exchanges for change of mind.

Exchanges will only be provided where required under Australian Consumer Law.

Approved Returns

If a return is approved, items must be:

• Unused and in original packaging (unless faulty)

• Accompanied by proof of purchase

• Returned in accordance with instructions provided by our team

Once assessed and approved, Natural Symphony will cover return postage costs for faulty or defective items.