If I choose standard shipping, when will my order be processed and shipped?
We want you to enjoy your products as soon as possible, so your order is processed immediately and ships out within 1-2 business days.
How long until I receive my order?
If you're shipping to an Australian address, your order will arrive in 2–10 business days*, once the order has left our warehouse. Shipments to New Zealand will arrive within 5–12 business days (based on location).
How will my order be shipped?
Carefully, because we want your products to arrive in pristine condition! For all orders shipped within Australia, we use AusPost and couriers. If you are in New Zealand, the carrier will be NZ Post.
Can I choose the shipping carrier for my order?
No, but we have a great reason why. By allowing Paula's Choice to select the carrier, we promise you'll get the most expedient option! This keeps costs down on both sides and ensures your order arrives as soon as possible.
Can I specify where to leave my package when it arrives at its destination?
Delivery location at the address given is determined solely by the delivery driver, so this portion is beyond our control. Once we issue a tracking number for your order, you can contact the carrier with any special instructions. Clients can add a note to the address as an optional delivery location (inside the gate, by the back door, on the veranda, etc.) or to hold for collection. The carrier/courier will have the final decision on where they leave the order, as they will verify the location, to make sure that it is safe to leave. If it is deemed unsafe to leave, the carrier will leave a notice for collection, so the parcel can be collected at your earliest convenience. If the parcel is held for more than 7 business days, it can be returned to sender. If a parcel is unable to be delivered as addressed or goes uncollected from the post shop, and is returned to sender by the carrier, a refund for the cost of products will be issued, plus applicable GST. We're sorry but shipping fees are non-refundable.
Can I pick up my order at the warehouse?
Unfortunately, there is no option for picking up an order at our warehouse. We offer shipping for all orders at the most cost-effective rates.
How much do I need to spend to get free shipping?
You will need to spend $45 AUD or more to receive free shipping for orders shipped in Australia or New Zealand.
As a customer in New Zealand, what additional charges am I responsible for?
We understand that knowing what to expect is important! While we wish we could give you an exact amount, these fees vary because all customs and import duties are applied when your shipment reaches the destination country. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations according to location.
All customs and import fees are solely your responsibility. By giving Paula's Choice your consent to ship an order, you assume full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If you refuse your package upon delivery and notification of these fees, Paula's Choice is unable to issue a refund for your purchase or the original shipping cost. Please contact your local customs office for details on how charges will be applied in your area.
It is required by law for online retailers to start collecting and remitting sales tax on online orders for clients purchasing from or shipping to New Zealand from Paula's Choice Australia. As a result, you will see more online retailers, just like us, collecting tax on purchases from our website. More information regarding this decision can be found HERE. Our website shows all pricing in AUD with the Australia GST of 10% included in pricing. For clients in New Zealand, you will see the increase on price once your billing and shipping details are listed. This increase is to account for the 15% GST in New Zealand, so the difference in your pricing will be 5% more due to the GST change.
***Please note: We authorise your card for the full amount of the purchase when your order is placed. This authorisation will show as pending and will fall off your account within a few days, depending on your bank. Your card will be charged the final amount when your order ships.***
We are unable accept orders placed from the following countries: Japan, Singapore, Taiwan, Vietnam, Korea, Malaysia, Philippines, Thailand, Indonesia, Cote d'Ivoire, Iran, Lebanon, Macedonia, Pakistan, Ukraine, Bhutan, Timore-leste, French Polynesia, Papua New Guinea, Soloman Islands, Tonga, Tuvalu, and Vanuatu. If you would like to see if there is a distributor in your country, please visit International Contact Information.