Hopefully our FAQ’s below will answer most questions you have about shopping with us at The Big Natural Company! Shop for all of your Organic Makeup, Organic Skincare, Organic Beauty, Organic Tan, Organic Haircare, Natural Cosmetics and Toxin-free needs with us!
Please feel free to contact us via our Contact page, or at info@bignaturalcompany.com.au if you cannot find the answer you were looking for!
Shipping & Delivery
How much is postage?
We charge a flat rate of $9.99 within Australia.
International shipping
We ship some of our items worldwide.
Please note that the shipping costs to each country vary & we will contact you after purchase to organise shipping cost, and that all import duties, taxes & charges are unable to be included in the item and are therefore the buyer’s responsibility.
How long will my order take to arrive?
We use couriers dependant on location. Delivery is normally within 1 – 5 business days. During holiday periods orders may be delayed slightly by a day to a couple of days.
Can I have my order Express Posted?
You can send us a message at checkout to see if express post is available for your order. If we send express post, this includes Saturday delivery but this does not guarantee next day delivery. Unfortunately, we can not refund the postage cost to you if delivery does not occur next day although most of our parcels do arrive next day when using next day delivery service.
Can I request my parcel be left unattended?
Our couriers require you to sign for your delivery by default. However, if you would prefer to have your package left in a safe place you can place a note on the checkout page and write ATL (Authority To Leave). You can also add additional delivery instructions or note where you would prefer your parcel to be left and this message will be relayed to the courier.
Any packages which are requested ATL can not be replaced if they go missing, so this option is made at your own risk.
I entered the wrong delivery address
Please contact us by email or contact form as soon as possible. If we can, we will endeavour to change the delivery address. If your parcel has already been despatched by our despatch team we won’t be able to change it. We require signature on all of our parcels so it should be returned to depot and there will be the $9.99 fee to have the items re-sent to your correct address.
Return to sender fee & re-postage fee
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be $9.99.
My package seems to be lost or stuck ‘in transit’?
If your package is showing ‘in transit’ for over a week, please let us know so we can chase and lodge an investigation with the courier.
If the package is delayed because of an incorrect or incomplete address, the item will likely be returned to us. To have this package resent to the correct address, there will be a $9.99 postage fee.
I requested ‘Authority to Leave’ but my delivery was not left.
Even if you give ‘Authority to Leave’ by ticking the box at checkout the courier makes the final decision of whether to leave the parcel. If you have requested ‘ATL’ and your parcel has not been left please contact the courier or local post office to discuss this.
Combining orders & refund shipping
If you contact us as soon as possible, we will endeavour to change your order for you if your parcel has not left the warehouse. However, once an order has been processed through our system, we will be unable to make any changes or provide shipping refunds.
Orders
When will my order get despatched?
When you place and pay for your order you should receive an email confirmation within 10 to 30 minutes.
Can I change my order?
As we despatch our packages the same day we unfortunately can’t add or change your order after it has been submitted. All orders are sent to despatch and packed after they are placed to make sure the parcel arrives with you as soon as possible. If you change your mind on a purchase you can return the goods within 7 days however, we can not pay for your return postage costs.
I forgot to add my discount code!
We can not apply discount codes after orders have been placed and processed. Please contact us so we can see if we can give you another code to use on your next order with us.
Returns/Exchanges
Returns policy
Any damaged or faulty products will be replaced if we are notified within 7 days of receipt. Please email us a photograph of the product packaging and packaging slip within 7 days to info@bignaturalcompany.com.au
If you are unhappy with any of your purchases you may return them within 7 days of receipt, please notify us by email or phone and the cost of sending back the returns will be at your own expense.
We do not accept returns for:
- Underwear (for hygiene reasons)
- Sample items
Returns
In the case that you wish to return a product, please contact us and send it back within 7 days of receiving your parcel (with recipients name/packaging slip in the box). Upon contacting us we will supply the return address.
For any faulty or incorrect items, please contact us info@bignaturalcompany.com.au
Faulty or damaged items?
Any items that arrive to you damaged or faulty will be replaced if you email or call us within within 7 days of receipt. Please email us a photograph of the packaging slip, product and packaging within 7 days at info@bignaturalcompany.com.au and we will help you through our processes for replacing.
I have received an incorrect item or there is an item missing?
In the unlikely event that there is an issue with your order please email a picture of your packing slip, packaging and the goods to info@bignaturalcompany.com.au within 7 days of receipt and we will talk you through replacing or any issues such as back order.
Out of stock
We order stock frequently, so if there is any delay in the return of any stock it is most likely that the supplier is also out of stock. We will be back in stock as soon as the product is available to us. If the item is available from another merchant it could be old stock, as such we would advise waiting for it to return to stock on out site, or emailing us to see if we know how long the wait will be. Please send us a message if you would like to purchase on back order.
Ingredients
Where do your products come from?
Our products come from various countries across the world including UK, Europe, Australia, New Zealand, Canada and America and most of which are certified: natural, organic, food grade and biodynamic. We believe our knowledge in toxic and harmful chemicals makes us able to provide you with only the best natural organic and pure products. We believe we are one of the most thorough health and beauty store because of what products we will and won’t allow in our store.
Pricing
Currency
All prices on our website are listed in AUD, Australian Dollars.
Discount Codes & Vouchers
Can I buy a gift card?
Absolutely. Gift Vouchers will be emailed to you within 1 hour of completion of your order.
The voucher is contained in an email which you can simply email, forward or print in order to give it to the recipient.
If you don’t use up the whole amount on your voucher in one transaction, please send us an email (on the contact us page) so we can provide your remaining balance on a new voucher.
Gift Vouchers are valid for 2 years from date of purchase and can be used in sales and promotions.
Credit, Vouchers & discount codes – how to use
Enter the code that you have into the box at the check out. If you have any problems with the code please contact us via the Contact Us page.
Where can I find discount codes?
We offer discount codes in our subscription emails (see the black bar at the bottom of the page), occasionally in our subscription boxes and on our social media pages (see bottom of the page). We are unable to back date discounts on orders placed before any promotion.
Email Privacy
Do you share my email with anyone else?
We never share your email with any third parties. We use your email to send you your order details, provide your tracking code or if you sign up to our email newsletters you will keep up to date with offers and news when we send those to you!
Account
Forgotten password
Not to worry - just pop your email address into our Forgotten Password form. If there is an account under the entered email address you will automatically receive an email to create a new password.
Subscription Boxes
When will my Subscription Box arrive?
Subscription boxes are sent at the same time every month, during the first week.
Can I cancel my Subscription?
You may cancel your monthly box at any time, just email to let us know you no longer wish to continue your subscription!
Please feel free to email us if you have any questions.
Shipping & Returns
SHIPPING
How much is postage?
Shipping is charged at a flat rate postage charge of $9.95.
Who will delivery my order?
Your order will be shipped via Australia Post or another courier delivery service provider.
Why have I only received some of my items when I ordered more?
Subject to the availability of all Ordered Products, it may be necessary to arrange more than one delivery for your order.
How long will it take to ship my order and when will I receive it?
We will endeavour to ship goods as soon as possible, however, despatch and delivery times quoted are estimates only and on occasion delays may occur.
Can you ship my order overseas?
Worldwide shipping for our international customers is calculated on receipt of order. Before your order is accepted and processed we will confirm delivery costs via email in English. If you don’t accept delivery costs or if we do not receive an email response within 7 days your order will be cancelled.
RETURNS
Return & Exchange
You can cancel your order before it has been delivered or within 7 working days from the date you receive the goods by sending us an email (info@thebignaturalcompany.com.au) to tell us of the cancellation and consequently by returning the goods promptly to us at your expense in their unused, as new, saleable condition and in the original product packaging (except for items which are non returnable - above).
To cancel, you must inform us via our Contact page providing us with your order number and proof of purchase.
In the unlikely event that the goods you have purchase are damaged we may offer an exchange or refund as appropriate in accordance with your legal rights.
Nothing set out above supersedes our Terms and Conditions. The above should be read in conjunction with our Terms and Conditions.
Please feel free to contact us via our Contact page, or at info@bignaturalcompany.com.au if you cannot find the answer you were looking for!
Shipping & Delivery
How much is postage?
We charge a flat rate of $9.99 within Australia.
International shipping
We ship some of our items worldwide.
Please note that the shipping costs to each country vary & we will contact you after purchase to organise shipping cost, and that all import duties, taxes & charges are unable to be included in the item and are therefore the buyer’s responsibility.
How long will my order take to arrive?
We use couriers dependant on location. Delivery is normally within 1 – 5 business days. During holiday periods orders may be delayed slightly by a day to a couple of days.
Can I have my order Express Posted?
You can send us a message at checkout to see if express post is available for your order. If we send express post, this includes Saturday delivery but this does not guarantee next day delivery. Unfortunately, we can not refund the postage cost to you if delivery does not occur next day although most of our parcels do arrive next day when using next day delivery service.
Can I request my parcel be left unattended?
Our couriers require you to sign for your delivery by default. However, if you would prefer to have your package left in a safe place you can place a note on the checkout page and write ATL (Authority To Leave). You can also add additional delivery instructions or note where you would prefer your parcel to be left and this message will be relayed to the courier.
Any packages which are requested ATL can not be replaced if they go missing, so this option is made at your own risk.
I entered the wrong delivery address
Please contact us by email or contact form as soon as possible. If we can, we will endeavour to change the delivery address. If your parcel has already been despatched by our despatch team we won’t be able to change it. We require signature on all of our parcels so it should be returned to depot and there will be the $9.99 fee to have the items re-sent to your correct address.
Return to sender fee & re-postage fee
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be $9.99.
My package seems to be lost or stuck ‘in transit’?
If your package is showing ‘in transit’ for over a week, please let us know so we can chase and lodge an investigation with the courier.
If the package is delayed because of an incorrect or incomplete address, the item will likely be returned to us. To have this package resent to the correct address, there will be a $9.99 postage fee.
I requested ‘Authority to Leave’ but my delivery was not left.
Even if you give ‘Authority to Leave’ by ticking the box at checkout the courier makes the final decision of whether to leave the parcel. If you have requested ‘ATL’ and your parcel has not been left please contact the courier or local post office to discuss this.
Combining orders & refund shipping
If you contact us as soon as possible, we will endeavour to change your order for you if your parcel has not left the warehouse. However, once an order has been processed through our system, we will be unable to make any changes or provide shipping refunds.
Orders
When will my order get despatched?
When you place and pay for your order you should receive an email confirmation within 10 to 30 minutes.
Can I change my order?
As we despatch our packages the same day we unfortunately can’t add or change your order after it has been submitted. All orders are sent to despatch and packed after they are placed to make sure the parcel arrives with you as soon as possible. If you change your mind on a purchase you can return the goods within 7 days however, we can not pay for your return postage costs.
I forgot to add my discount code!
We can not apply discount codes after orders have been placed and processed. Please contact us so we can see if we can give you another code to use on your next order with us.
Returns/Exchanges
Returns policy
Any damaged or faulty products will be replaced if we are notified within 7 days of receipt. Please email us a photograph of the product packaging and packaging slip within 7 days to info@bignaturalcompany.com.au
If you are unhappy with any of your purchases you may return them within 7 days of receipt, please notify us by email or phone and the cost of sending back the returns will be at your own expense.
We do not accept returns for:
- Underwear (for hygiene reasons)
- Sample items
Returns
In the case that you wish to return a product, please contact us and send it back within 7 days of receiving your parcel (with recipients name/packaging slip in the box). Upon contacting us we will supply the return address.
For any faulty or incorrect items, please contact us info@bignaturalcompany.com.au
Faulty or damaged items?
Any items that arrive to you damaged or faulty will be replaced if you email or call us within within 7 days of receipt. Please email us a photograph of the packaging slip, product and packaging within 7 days at info@bignaturalcompany.com.au and we will help you through our processes for replacing.
I have received an incorrect item or there is an item missing?
In the unlikely event that there is an issue with your order please email a picture of your packing slip, packaging and the goods to info@bignaturalcompany.com.au within 7 days of receipt and we will talk you through replacing or any issues such as back order.
Out of stock
We order stock frequently, so if there is any delay in the return of any stock it is most likely that the supplier is also out of stock. We will be back in stock as soon as the product is available to us. If the item is available from another merchant it could be old stock, as such we would advise waiting for it to return to stock on out site, or emailing us to see if we know how long the wait will be. Please send us a message if you would like to purchase on back order.
Ingredients
Where do your products come from?
Our products come from various countries across the world including UK, Europe, Australia, New Zealand, Canada and America and most of which are certified: natural, organic, food grade and biodynamic. We believe our knowledge in toxic and harmful chemicals makes us able to provide you with only the best natural organic and pure products. We believe we are one of the most thorough health and beauty store because of what products we will and won’t allow in our store.
Pricing
Currency
All prices on our website are listed in AUD, Australian Dollars.
Discount Codes & Vouchers
Can I buy a gift card?
Absolutely. Gift Vouchers will be emailed to you within 1 hour of completion of your order.
The voucher is contained in an email which you can simply email, forward or print in order to give it to the recipient.
If you don’t use up the whole amount on your voucher in one transaction, please send us an email (on the contact us page) so we can provide your remaining balance on a new voucher.
Gift Vouchers are valid for 2 years from date of purchase and can be used in sales and promotions.
Credit, Vouchers & discount codes – how to use
Enter the code that you have into the box at the check out. If you have any problems with the code please contact us via the Contact Us page.
Where can I find discount codes?
We offer discount codes in our subscription emails (see the black bar at the bottom of the page), occasionally in our subscription boxes and on our social media pages (see bottom of the page). We are unable to back date discounts on orders placed before any promotion.
Email Privacy
Do you share my email with anyone else?
We never share your email with any third parties. We use your email to send you your order details, provide your tracking code or if you sign up to our email newsletters you will keep up to date with offers and news when we send those to you!
Account
Forgotten password
Not to worry - just pop your email address into our Forgotten Password form. If there is an account under the entered email address you will automatically receive an email to create a new password.
Subscription Boxes
When will my Subscription Box arrive?
Subscription boxes are sent at the same time every month, during the first week.
Can I cancel my Subscription?
You may cancel your monthly box at any time, just email to let us know you no longer wish to continue your subscription!
Please feel free to email us if you have any questions.
Shipping & Returns
SHIPPING
How much is postage?
Shipping is charged at a flat rate postage charge of $9.95.
Who will delivery my order?
Your order will be shipped via Australia Post or another courier delivery service provider.
Why have I only received some of my items when I ordered more?
Subject to the availability of all Ordered Products, it may be necessary to arrange more than one delivery for your order.
How long will it take to ship my order and when will I receive it?
We will endeavour to ship goods as soon as possible, however, despatch and delivery times quoted are estimates only and on occasion delays may occur.
Can you ship my order overseas?
Worldwide shipping for our international customers is calculated on receipt of order. Before your order is accepted and processed we will confirm delivery costs via email in English. If you don’t accept delivery costs or if we do not receive an email response within 7 days your order will be cancelled.
RETURNS
Return & Exchange
You can cancel your order before it has been delivered or within 7 working days from the date you receive the goods by sending us an email (info@thebignaturalcompany.com.au) to tell us of the cancellation and consequently by returning the goods promptly to us at your expense in their unused, as new, saleable condition and in the original product packaging (except for items which are non returnable - above).
To cancel, you must inform us via our Contact page providing us with your order number and proof of purchase.
In the unlikely event that the goods you have purchase are damaged we may offer an exchange or refund as appropriate in accordance with your legal rights.
Nothing set out above supersedes our Terms and Conditions. The above should be read in conjunction with our Terms and Conditions.