FAQs

Frequently Asked Questions (FAQ)
Below you will find a list of our most commonly asked questions. Hopefully this answers any questions you have about the Love
Your Health ordering, shipping and returns process as well as our privacy, security and ingredients policy.
Shipping & Delivery
Do you ship internationally?
Yes, we ship worldwide. Please note that the shipping costs to each country vary. The cost will be will be shown at checkout upon
selection.
Please note however that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs.
These charges are the buyer’s responsibility. Please check with the customs office in the destination country to determine what
these additional costs will be before proceeding with purchase.
How much is postage?
Postage is FREE for all orders $99 and over within Australia. If your order is under $99, we charge a flat rate of $9.95 within
Australia.
Postage to New Zealand is a flat rate of $15 sent International Express via Australia Post. (NB: EXPRESS packages over 9kg will
be charged extra postage costs.)
How long will my order take to arrive?
*We provide same-day dispatch on all orders placed before 1pm each weekday. We use Australia Post e-parcel which takes
approximately One to Three days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to Seven
working days to Western Australia.
Can I have my order Express Posted?
Yes, we also offer an Express Post option at our check-out. Please note that selecting this Express Post option does not guarantee
next day delivery. While we will send it using the Australia Post Express service, sometimes Australia Post can still take up to 3
days. We can not refund the postage cost to you if Australia Post do not deliver the next day.
Packages to WA that are particularly heavy – over 2kg – will incur an additional charge for Express Shipping.
How can I track my order?
Once your order is dispatched you will receive an email with your tracking number. To track your order, simple enter this number into
the Australia Post tracking website. This link is also in the email.
Can my parcel be left on my doorstep if I am not home?
Australia Post will require you to sign for your Love Your Health packages by default. However if you would prefer to have your
package left in a safe place such as your doorstep or letterbox, you can select the ATL (Authority To Leave) option at checkout. You
can also provide delivery instructions which will be included on your package.
Any packages marked ATL can not be replaced if they go missing, so this option is at your own risk.
What happens I entered the wrong delivery information?
Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes
are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but Australia Post will eventually
return the package to us. Love Your Health will cover the return fee from Australia Post and we will also cover the cost to resend the
package out to you.
Do I have to pay the return to sender fee and a new postage fee if my package is not delivered?
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 $9.95
What happens if I have an old address on my Pay Pal Account?
We only use the shipping address you add when placing the order. If no shipping address is added, we will use the billing address
you added, so no need to worry if your Pay Pal address is wrong.
What if my package goes missing?
If your package has been ‘stuck in transit’ for longer than expected please let us know so we can lodge a ‘missing package
investigation’ with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up
to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us, Love Your Health will
cover this additional cost to re-send the package once the correct address is provided.
I gave ‘Authority to Leave’ but the postman did not leave my package as requested.
Even if you give ‘Authority to Leave’ by ticking the box at checkout we cannot guarantee that it will be left as requested. Your local
postman makes the final decision of whether to leave the parcel as instructed. If you have ticked ‘ATL’ and your postman has not left
the parcel, please call your local post office to discuss this.
Can you combine my orders and refund my shipping?
Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed
through the system to allow for our same day dispatch policy. We want to get your goodies to you as fast as possible, so our
warehouse processing times are very strict. Once an order has been processed through our system, we are unable to make any
changes or provide shipping refunds.
Orders
How do I know if my order has been successful?
You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go
through, we will send you an email to let you know and give you some easy payment options.
Can I change or add to my order once I have submitted it?
Unfortunately no changes can be made to your order once you have submitted it as it will hold up our same day service promise.
This means that as much as we would love to add to your order or change an item in your order that we simple can’t. All orders are
packed as soon as they are placed for speedy delivery. If you have changed your mind on an item you have ordered, you are free to
send it back for a credit note within 30 days. Please note we can not pay for your return postage in this case.
I forgot to add my discount code?
Unfortunately we can not apply discount codes after orders have been placed and processed. But if you have forgotten to apply a
code, please e-mail us so we can supply you with a new discount code which will be valid for 3 months to use on your next order.
What is AfterPay?
Customers can choose to pay for their order in 4 interest-free instalments. Our payment partner for this service is AfterPay. All you
need is a credit card for instant approval, there is no application form or fee.
To get started simply choose the AfterPay payment option at the bottom of our Checkout.
After you check out we’ll pack and ship your order as usual and you will have three remaining payments to make to AfterPay, one
every fortnight.
Find out more in the AfterPay Explained Page
How do I make my remaining AfterPay payments?
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date.
Otherwise AfterPay will automatically deduct the instalments from your debit or credit card every fortnight. AfterPay charges a fee
for late payment. Find out more in the AfterPay Explained Page
Returns/Exchanges
What is the Love Your Health returns policy?
Any items that arrive broken or faulty will be replaced if we are notified within 7 days of receipt. For items that arrive broken or
damaged, please email us a photograph within 7 days at [email protected] and the item will be promptly replaced.
We understand, sometimes you order something and its not what you expected. That’s ok providing you get them items back to us
in the same condition they were received within 30 days of receipt we will refund you your money.
Once the package is received we will refund you via the same method of payment by which you paid. You will receive the full
amount minus any shipping fees (unless we shipped something to you in error) If 30 days have passed we are sorry to say we
cannot accept the return. Please note that we do not accept returns on sample items.
How do I return an item?
To return a product, please send them back within 30 days of receiving your parcel to our warehouse at:
Love Your Health Returns​
4 Blue Jay CCT
Kingscliff
NSW 2487

For any faulty or incorrect items, please contact us at or [email protected] and we will guide you through this
replacement process.
My item arrived faulty/damaged?
For any items that arrive broken or faulty will be replaced if we are notified within 7 days of receipt.
For items that arrive broken or damaged, please email us a photograph within 7 days at [email protected] and we will
guide you through the replacement process.
I have been sent an incorrect item/there is an item missing?
If for any reason there is an issue with your order (incomplete or incorrect), please email a picture of your packing slip to
[email protected] within 7 days of receipt and we will guide you through the replacement process.
How do I order an item that is currently out of stock, will you be getting more in?
We do our very best to re-order an item the moment it becomes out of stock but sometimes we can’t keep up. If an item you want is
out of stock, please click on the “notify when back in stock” button on the item and we will email you as soon as it is back. We
re-order stock daily so if there is a delay in any product being back, this is due to the supplier not having the stock available. We
would advise against purchasing this item elsewhere as you could be buying very old stock.
I added an item in my shopping cart and didn’t check out until a few days later, now this product is not available. Why did this
happen?
Items placed in your shopping cart, unfortunately, are not held or reserved for you until you submit your order completely, if this
happens we will contact you and offer you a refund on the item or to hold your order till the item arrives (usually 3-4 days). If it is a
free shipping item, we will send this out separately when it arrives and add a note to your packing slip to explain.
Can I return an item I bought on sale?
Items purchased on sale are not able to be returned for a refund or exchange.
Pricing & Ingredients Policy
Do you honour prices for sale items that are out of stock?
Please email us in these instances and we will assess the matter on an individual basis.
Where are your products sourced from?
We stock are range of products sourced from ethical brands that do not test on animals and share our strict ingredients policy
standards. Our products come from Australia, New Zealand, Europe, The United States & Canada. We specialise in Certified
Natural, Certified Organic, Food Grade and Certified Biodynamic products.
What currency are your prices listed?
All prices on our website are listed in local AUD
Discount Codes & Vouchers
Do you have gift cards available?
We offer Gift Cards Here.
Gift Vouchers will be emailed to you within 30 minutes of your order.​
– We can not combine gift vouchers, only one voucher can be used per transaction.​
– If you do not use your entire voucher in one transaction, please email us so we can provided you the remaining balance on a new
voucher.​
– Gift Vouchers are valid for 2 years from date of purchase and can be used for sale and promotional items.
The voucher is a PDF file and contains everything your healthy recipient needs to know. Simply forward the voucher to them or print
it on your home printer.
How do I use store credits & discount codes?
To use your store credit, please add the code into the “Coupon Code” box at check out. To use a discount code, please add the
code word into the “Coupon Code” box at check out.
How do I get a discount code?
We offer discount codes in our newsletter and on our Facebook and Instagram page. Please note that we cannot back date
discounts on orders placed prior to the promotion.
Security & Privacy
Will my email be shared with a Third party?
Love Your Health will never share your email or any other information with third party, we only use your email for order confirmation,
customer service issues or to provide your tracking code. All email addresses on our newsletter list are opt in only (we do not
automatically add your email to this list).
What type of security & payment protection do you use?
We use a 256-bit SSL security system that encodes all credit card and contact details to ensure their safety. Love Your Health uses
a state-of-the-art web server with Two firewalls. It is self-hosted at a secure data centre, we do not use any vendor-supplied
software such as third-party shopping carts or content management systems. Cardholder data is not stored on the server, only
transmitted to the payment gateway at the time of a purchase. This data transmission is encrypted. We do not use vendor-supplied
defaults for system passwords and other security parameters. Love Your Health has a dedicated IT team that manages and monitors our servers and regularly test security systems and processes.

Why Buy From Love Your Health?

Australian Customer ServiceWith a Promise to make things right

Price Match GuaranteeContact us if you see it cheaper elsewhere

Fast Free ShippingSame day shipping on orders placed before 1pm AEST. Free Shipping available over $99

30 Day ReturnsMoney back Guarantee on all purchases