Shipping Policy
AJX Group of Companies Pty Ltd is happy to accept returns on any unused and unopened items within 30 days of receipt. Please contact us for any items that need to be returned.
EMAIL: info@shopajx.com
MY PRODUCT IS FAULTY OR IT ARRIVED DAMAGED:
We take extreme care to ensure the items are packaged securely to arrive in excellent condition. Any claims for carrier damaged items must be submitted to us within 30 days after receipt of your delivery. If you think your product is faulty, please call us so we can assess the issue. It is also helpful if you take a photo of the faulty or damaged item and email it to us at: info@shopajx.com for us to review. All returns must not be more than 20% used. In most cases, we’re happy to provide a refund, replacement, exchange or store credit.
I MAY HAD A REACTION TO A PRODUCT:
It is always important to use products as directed on the label, but in the extreme case your skin becomes irritated or shows signs of an adverse reaction, stop using the product immediately and fill out our Reaction Form (no later than 14 days from purchase date). If our skin therapist identifies that the product purchased caused a skin reaction we will provide a refund, exchange or store credit once the product has been returned to us. AJX Group of Companies Pty Ltd is governed by each brand’s own policy and procedure in relation to the handling of an adverse reaction. Photographic evidence is required to substantiate an adverse reaction claim, these photos can be emailed to us. After all, we’re here to help you achieve happy skin! Allergy returns must not be more than 20% used.
I ORDERED THE WRONG PRODUCT OR I DON’T LIKE THE LOOK OF WHAT I ORDERED
Accidents happen and we will accommodate you as best as possible. If you have incorrectly ordered an item, please email us at: info@shopajx.com. We’re happy to provide a replacement, exchange or store credit. The product will need to be returned and received by us in pristine condition, unopened, unused and in the original packaging not damaged in any way otherwise a fee may be incurred. All shipping charges for the product/s returned to us and replacement products sent out are the responsibility of the customer.
HOW TO RETURN PRODUCTS:
- Firstly, please contact us for a return authorization:
EMAIL: info@shopajx.com - Products are then to be returned within 30 days of purchase to:
AJX Group of Companies Pty Ltd
RETURNS
139B Fox Street
St Albans VIC 3021
Australia
We do not accept makeup or perfume items for return due to incorrect product selection or the product was not what you expected. If the item is unused and unopened and has been authorised by AJX Group of Companies Pty Ltd, we’ll provide a replacement, exchange or store credit.
Any refunds will be processed to the same payment method used for the initial order payment, and may take up to 10 business days to appear on your statement depending on your financial institution. When the refund is processed, you will receive an email notification from AJX Group of Companies Pty Ltd for your records.
Returns that are not authorised may experience delays in processing. Returns that are received with proper authorisation will be refunded within 7-10 business days of receipt.
Please note that original shipping charges are not refundable and that return shipping charges are the responsibility of the customer except in the case of carrier damage or an error by AJX Group of Companies Pty Ltd. Should you have received free shipping for your order, we will withhold $11.98 for the shipping charge we incurred. If you received a gift or discount based on the total amount of your order and you return a product thus reducing the qualified amount, gifts need to be returned and discount will be deducted from the refund amount. If a gift is not returned only a store credit will be issued.
POST INSURANCE
Piece of mind that if there is any damage to your goods, or it is lost whilst it is in the couriers hands, it is covered via transit cover postage insurance, and the damaged/lossed goods will be replaced or reimbursed.
This protection is added to all orders, automatically. If you do not wish to insure your parcel, you have the option prior to completing your order to remove it.
Please note that standard practice when there is damage, or suspected loss to a parcel is an investigation. This is launched by us, with the courier that is responsible for your delivery. Investigation timeframes are between 5-14 business days. Most investigations locate late parcels, and result in a late, but sucessful delivery. Investgations into loss or damage are not limited to parcels only with postage insurance, however, once any investigation is completed and closed without locating a lossed parcel, an order with postage insurace will then be replaced or reimbursed. Investigations must be launched within 45 days of parcel dispatch date
AUTHORITY TO LEAVE WITHOUT A SIGNATURE
You can authorize for your parcel to be delivered without a signature. Absolute Skin and the courier companies will NOT be held liable for parcels that are lost (due to incorrect delivery address supplied, stolen or damaged at the delivery address).
DISPATCH
Orders are dispatched promptly provided we have all the items on your order in stock. Orders received on weekends and public holidays will be dispatched on the next business day. If we experience any delays in processing your order, we will let you know. It is your responsibility to ensure you provide the correct address details when you place your order. Parcels that are returned to us due to an incorrect address on the order, will incur a delivery charge to be resent.
International Orders are shipped with Australia Post Pack & Track. This is a trackable service and requires a signature on delivery.
INTERNATIONAL ORDERS
| LOCATION | ESTIMATED DELIVERY TIMES | CHRISTMAS DELIVERY DEADLINE |
|---|---|---|
| New Zealand | 8-13 business days | 4th December |
| Asia Pacific | 9-13 business days | 3rd December |
| Western Europe | 10-20 business days | 26th November |
| North America & Middle East | 10-15 business days | 30th November |
| Rest of the world | 10-20 business days | 26th November |
*All customs charges and duties are the responsibility of the customer.
*We do not ship Dermalogica or ASAP Skin Products Internationally.
*Please double check the address you have provided for your order is correct. If a parcel is returned to us due to insufficient address details, we will refund the products and withhold the shipping charge.
*Delivery timeframes are guides, not guarantees. Parcels delivered outside of the delivery timeframes can be returned, at your expense, in line with our returns policy.
*To calculate the number of days you could expect to receive your parcel, please use the Australia Post Delivery Times Tracking Tool which provides a delivery estimate for both Standard and Express Post. Use postcode 4217 in the “from” field.
