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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 Nourished Life ordering, shipping and returns process as well as our privacy, security and ingredients policy.

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Shipping & Delivery

*HOW DO I GET FREE SHIPPING?*

Just make sure that you have signed into your account before placing your order, once you log in your free standard AU shipping will be automatically applied to your shopping cart. Unfortunately we cannot issue a credit note or a refund if you did not sign into your account before placing your order.

Do you ship internationally?

Yes, we ship worldwide! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection.

Please note 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?

Standard AU shipping is free for all club members! Please be logged in to your account when checking out and FREE shipping will occur automatically. It is free to join our club.

If you are not a member, postage is still 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 for loyalty members is FREE for orders over $99, for orders under $99 it is a flat rate of $15 sent International Express via Australia Post. (NB: EXPRESS packages over 9kg will be charged extra postage costs.)

Do you have any smaller items that can be shipped for FREE?

Yes, all smaller items that can be sent in a regular padded bag are sent free! This includes many of our eyeliners and lip balms. For a full list of free shipping items browse here:
Unfortunately we are unable to send these items as free shipping to customers outside of Australia

How long will my order take to arrive?

*We provide same-day dispatch on all orders placed before 10am 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.

Please note that due to the peak holiday season with Australia Post, orders may be delayed by up to 48 hours.

Can I have my order Express Posted?

Yes, we also offer an Express Post option at our check-out, which includes Saturday delivery to Sydney and next business day to other states. 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 Nourished Life 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.

Can I pick up from the Nourished Life warehouse?

Yes, we love meeting our customers!

We are located at 12/20 Narabang Way Belrose NSW 2085 (across from the Belrose Super Centre) and open 9am-5pm weekdays (closed public holidays).

When you checkout choose the 'Customer Pickup' option as the Delivery Method.

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. Nourished Life 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. To have this package resent to the correct address, there will be a $9.95 postage fee

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 despatch 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. But we do offer free shipping so you can make a new order!

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, we simply 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 14 days. Please note we can not pay for your return postage in this case.
We currently offer Free Shipping, so please feel free to place another order.

What type of packaging materials do you use?

Nourished Life believes 'We Do Not Inherit the Earth from Our Ancestors; We Borrow It from Our Children'. Our recycled brown paper void fill packaging material is Eco Friendly and 100% biodegradable. We do not use plastic mailing bags around our boxes. Our outer box and other packaging is recyclable.

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 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 FAQs.

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 FAQs.

T+Cs for redeeming NL$5 on your first order?

Please note there is a $50 minimum spend in order to redeem your Nourished Life $

Spend your NL$ at the checkout. After signing in, below the “Welcome back” message at the checkout you will see a button showing your NL$ total. Click on the button to redeem them then finish your order as usual.

If you abandon your order for some reason your NL$ form today will be saved as a Gift Voucher in MyAccount.

Returns/Exchanges

What is the Nourished Life 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 and the item will be promptly replaced.

If you are unhappy with any of your purchases you may return them within 7 days of receipt for a full credit valid for 30 days.

Please note that for hygiene reasons we cannot accept any returns on underwear.

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 7 days of receiving your parcel to our warehouse at:

Nourished Life Returns
12/20 Narabang Way
Belrose, NSW
2085

For any faulty or incorrect items, please contact us at (02) 9486 3388 or , 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 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 within 7 days of receipt and we will guide you through the replacement process.

My pump isn't working, is it faulty?

The pumps used on many of the natural foundations and skin care products are special "air pumps", the do not contain the regular plastic tube, but instead use an air suction technology to pump put the products. Often these bottles need a good tap on the table to unlock any air pockets and a few good pumps to get the product flowing the first time. Please try this before returning the item.

How do I order an item that is currently out of stock, will you be getting more in?

Nourished Life is a busy buzzy warehouse with products flying off the shelves every day, we do our very best to re-order before we sell out but sometimes we cant 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. Our Binchotan Charcoal Toothbrushes come from Japan. We specialise in Certified Natural, Certified Organic, Food Grade and Certified Biodynamic products. We believe we are the strictest online beauty & health food store in Australian, click here to read more about our ingredients & buying policy.

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 lucky 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 "Voucher Code" box at check out. To use a discount code, please add the code word into the "Promotional 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.

Can I be refunded the amount of my credit, NL$ or voucher?

Unfortunately credits, NL$ and vouchers must be redeemed at checkout. We cannot apply these after the fact and these cannot be redeemed for cash.

Security & Privacy

Will my email be shared with a Third party?

Nourished Life 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. Nourished Life 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. Nourished Life has a dedicated IT team that manages and monitors our servers and regularly test security systems and processes.

Subscription Boxes

When will I receive my Deluxe Sample Subscription Box?

Subscription boxes are sent at the same time every month, during the second week.

The initial despatch notification refers to the Information Card that you receive explaining how the box works.

To find out when your first box is, please see below

Ordered before 3rd August - September Box
Ordered before 3rd September - October Box
Ordered before 3rd October - November Box
Ordered before 3rd November - December Box

How do I change the shipping address for my Deluxe subscription box?

There is two ways you can change your address.

1) If you have an account log in and click on the Subscription section. There you can change the name and address for the recipient, be it yourself or your friend or family member if it was a gift.

2) Or if you prefer simply send us an email. If you have more than one subscription be sure to provide the old and new addresses so we change the right one!

How do I cancel my Subscription?

You may cancel your monthly box at any time, just email or call us to let us know you no longer wish to continue your subscription!

User Account & Loyalty Program

What is the difference between a user account and the Loyalty Club?

There is now no difference between these, everyone who previously set up a user account has been upgraded to a Loyalty Club member! If you are not yet an account holder, you can join for free here:

Related Links:

How do I know if I am already a Loyalty Member?

The easiest way to find out is to pop your email address into our Forgotten Password form. If there is an active account with that email address we'll send you an email so you can create a new password for yourself. The reset link we send you will only be active for 15 minutes.

I forgot my password!

Not to worry. Just pop your email address into our Forgotten Password form. If there is an active account with that email address we'll send you an email so you can create a new password for yourself. The reset link we send you will only be active for 15 minutes.

No one else can see your password, not even us, so this is the only way to get a new one. Nice and safe!

My details are correct but I still can't log in!

Too many incorrect sign in attempts will lock you out of your account for 20 minutes. It's one of the ways we ensure your account remains safe.

If you would like to create a new password please reset it here. We'll send you an email with instructions for creating your new password (the reset link will only be active for 15 minutes).

Can I change my payment details?

Yes! Next time you are placing an order at the Checkout click on the pink 'Change credit card' link below your saved details. Then you can enter the new card and the details will be saved when you complete your order.

Can I delete my payment details?

Yes, we can do that for you. Get in touch with us, providing your name and email address used on the account, and we'll delete them.

You can still have an account with no saved payment details. And if you feel like adding new ones later there is a tick box at the bottom of the checkout to save them.

How do I change an address saved on my account?

The address details that you use at the checkout are saved in your account. Simply check-out as usual by singing in, enter your new address details, and they will be saved when you complete your order.

How do I change my email address on my account?

This isn't possible, yet. We're working on it, so if you would like us to let you know when this is possible just drop us a line.

Can I Get NL$ on old orders placed before I set up an user account?

Unfortunately we can not back date NL$ on old orders placed. Instead we are giving all new members a bonus NL$5 which is automatically added to each account upon joining. Everyone who has already been an account holder has had their NL$ back dated to the date they joined + their bonus NL$.

I can’t see my $NL at the checkout?

Check that you are still signed in by looking for the “Welcome back” message below the Checkout heading. Below this you should see a button for redeeming your NL$.

If you don’t see that button there are a few possible reasons:

a) You don’t have any NL$ remaining - check your MyAccount page Club section.
b) If you do have NL$ and you recently abandoned the checkout your NL$ may have been saved as a voucher - check the Club section fo your MyAccount page. This is a security feature to ensure NL$ don’t get lost when the checkout is abandoned.
c) If none of the above apply there may be some data stored on your computer from your previous visit to the checkout that is affecting your visit today. Navigate back to the homepage, clear your browser cache and try again.
d) If none of the above work please contact us.

Please note, there is a $50 minimum spend in order to redeem your Nourished Life $

How do I spend my NL$?

Spend your NL$ at the checkout. After signing in, below the “Welcome back” message at the checkout you will see a button showing your NL$ total. Click on the button to redeem them then finish your order as usual.

If you abandon your order for some reason your NL$ form today will be saved as a Gift Voucher in MyAccount.

Please note there is a $50 minimum spend in order to redeem your Nourished Life $

Can I just spend some of my NL$ and keep the rest for next time?

You must spend all of your NL$ at once, you can’t split them. But you can save up your NL$ for another day.

Will my NL$ ever expire?

No, never :)

Do I get NL$ when redeeming a gift voucher?

No. Because points are issued when the gift voucher was purchased they won’t be issued again when it is redeemed.

Can I use my NL$ to buy sale items?

Yes!

Can I use my NL$ in conjunction with a discount code?

Yes!

Can I use my NL$ in together with a Gift Voucher or Credit Note?

Not yet. We will be supporting this in the future.

How will I know when I have changed membership level?

We will send you an email when your level has changed. This may be a few days after your latest order.

How do I receive my extra rewards when my membership level changes?

Your bonus NL$ and free shipping codes will be deposited in your MyAccount.

I forgot to sign in before ordering! Can you add these points to my account?

We would love to! But unfortunately we physically cannot add extra points to your account

So sorry for the inconvenience.

I forgot to apply my NL$, can you refund me?

Unfortunately we are unable to refund you for any NL$ that were not applied to an order! As the NL$ continue to accumulate, it is impossible for us to remove these from your account. Your NL$ won't expire so you can definitely use them towards your next order, or keep accumulating them!

Can I place Multiple Orders In The Same Day To Increase My Membership Level?

Unfortunately our system will not allow your membership level to change within a small timeframe.
Orders valued under $100 that are placed within a 72 hour period, will only be considered as one order

How Do I Get Free Shipping As A Member

Free Shipping for Club Members is automatic for Standard Post within Australia. You no longer require a discount code.

Be sure to sign into your account before placing your order to receive free shipping

Unfortunately we cannot issue a credit note or a refund if you did not sign into your account before placing your order.

How do I earn NL$ for referring a friend?

Invite your friends to join Nourished Life and you will get NL$1 automatically added to your account when they place their first order!

Sign in and follow this link to start referring!
www.nourishedlife.com.au/myaccount-referrals.html

Can I use my $5NL to buy something for $5 or under

There is a minimum spend of $50 to use your $NL

T+Cs for redeeming NL$5 on your first order?

Please note there is a $50 minimum spend in order to redeem your Nourished Life $

Spend your NL$ at the checkout. After signing in, below the “Welcome back” message at the checkout you will see a button showing your NL$ total. Click on the button to redeem them then finish your order as usual.

If you abandon your order for some reason your NL$ form today will be saved as a Gift Voucher in MyAccount.

Reviews

Review guidelines

To comply with Australian law and ACCC guidelines, we are required to monitor all publicly posted product reviews on our website and in accordance with the law, remove any reviews that appear fake, offensive, defamatory or irrelevant. This includes reviews that state a product resulted in disease or medical condition (including allergic reactions) or breaches TGA guidelines.

We may edit your review in part to ensure it remains within these guidelines, this includes the removal of words that may appear offensive, rude or irrelevant.

Please note that reviews should be based on your personal experience using the full size product (not samples which can vary in consistency) and should not offer medical or professional advice to customers. Reviews should not be given on items which are faulty or have arrived broken or damaged. If you have received a faulty item please contact us for a replacement.

If are free to contact us at for any further clarification on review monitoring and for a copy of the Australian legal guidelines.​

How do I earn NL$?

All you need to do is log into your account and review to earn NL$!

We automatically add NL$.10c to your account for every review posted when you are logged in. This is valid for both positive and negative reviews. Your first name (or you can use a nick-name) will appear but all reviews are anonymous to the public.

In accordance with Australian Law & ACCC guidelines we are required to monitor reviews to ensure they are genuine. Any misuse of this service may warrant the deletion of reviews and $NL revoked. Please see our "Review Guidelines" for further information on this.

Is my review anonymous?

All reviews entered on the website are anonymous to the public. This is to encourage honest reviews, we want to know all the good as well as the bad.

Will my negative review also earn NL$?

Yes! Of course, ALL reviews will earn the same amount of NL$.

We want to encourage honest feedback so customers can make informed purchasing decisions.

Why can't I post more than 1 review on a product?

Our website only allows you to post one review per product per IP address, this is to stop false or repetitive reviews which can skew the rating of a product to be misleading - whether positively or negatively.

Please let us know if we've missing anything or feel free to call or email us anytime if you have any questions.

"I love the being able to read all the product reviews before I buy and LOVE, LOVE the rewards program."

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