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FAQ'S AND SHIPPING
We use Australia Post as our delivery partner. Some deliveries delay may occur due to reduced number of workers in Australia Post distribution facilities, reduction in air freight capacity and passenger flights. Please refer to the Australia Post websitefor the latest update.
All items have Authority To Leave
All articles are sent with authority to leave, so if you will not be present to accept your delivery or you feel that your address is unsafe to have a parcel left unattended, we recommend sending your order to a work address.
During checkout, at the right side of your screen you will see a section where it says Gift card or discount code. Please enter your promo code inside the box and press apply.
We’ve partnered with Route - a package protection and tracking solution company - to give our customers the best possible delivery experience and peace of mind. Route allows you to insure your parcel, making it easy for you to recoup your costs if your parcel gets lost, stolen, or damaged during transit.
You have the option to choose if you would like this additional service at checkout.
We endeavour to replace or provide refund for faulty/defective items (items that do not match their product description and/or have manufacturing defects) ourselves within 3-4 business days after being notified. However, once the parcel leaves our warehouse to Australia Post for sorting and delivery, we will not take responsibility for any parcels that gets LOST/STOLEN/DAMAGED AT TRANSITas that is outside our control and management. Therefore, we highly recommend purchasing Route shipping insurance so you're covered if your parcel somehow gets damaged during transit, lost or stolen.
Please click here to understand what lost, stolen, and damaged items Route will cover.
Route is pretty quick at resolving claim issues.
If you paid for Route protection during checkout, please click hereto file a claim for a parcel that you believe has gone missing, been damaged during transit or stolen.
Absolutely yes. Please use the "virtual consultation" function found on the right bottom corner of our website or reach out to us directly and one of our product experts will get back to you to assist you. We will listen to your concern and help you pick the right product(s).
As an official stockist for all the brands we represent, we do not sell products in commercial quantities. For any orders of commercial quantities, our customer service team may reach out to verify before processing. Brains Street reserves the right to cancel any orders that might not be purchased for personal use.
FREE Standard Shipping for orders over AUD50.00 and FREE Express Shipping for orders over AUD125.00 within Australia.
We offer FREE International Standard Shipping to New Zealand for orders over AUD110.00.
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Our Shipping Rates In Detail:
Within Australia
1. For orders under AUD50.00
- Express Shipping - $10.00
- Standard Shipping -$7.00
2. For orders over AUD50.00 to AUD124.99
- Express Shipping - $5.00
- Standard Shipping - Free
3. For orders over AUD125.00
- Free Standard & Express Shipping
To New Zealand
1. For Orders Under AUD110
- Standard Shipping $15.00
To Hong Kong, Indonesia, Japan, Malaysia, Macau, Singapore, South Korea, Philippines, Thailand or Vietnam
- All orders (up to 1kg) - Standard Shipping $30.00
Yes, we do:-)
If you place your order before 12noon, we generally process on the same day. Otherwise, we will process your order before 12noon the next business day.
We use Australia Post as our shipping partner.
Within Australia
Most orders within metro VIC are delivered within next business day with Express Shipping and 2-3 business days with Standard shipping. All orders to regional Australia including Perth and Darwin will be delivered within 7 business days via Standard shipping and 5 business days via Express Shipping.
To New Zealand, Hong Kong, Indonesia, Japan, Malaysia, Macau, Singapore, South Korea, Philippines, Thailand or Vietnam
If your delivery address is outside of Australia, you may be subject to import duties and taxes (including VAT), which are levied once a delivery reaches your destination country. Any such additional charges must be borne by you.
You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for information.
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Please note that this is just an estimate therefore, please refer to Australia Post website for more details on delivery timelines.
We work as hard as we can to meet all delivery estimates, but sometimes there may be delays - e.g. postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached at hello@brainsstreet.com if you have any queries regarding your delivery.
We currently ship to Australia, New Zealand, China, Hong Kong, Philippines, Indonesia, Japan, Malaysia, Macau, Singapore, South Korea, Thailand and Vietnam. We are working on making our products available to customers globally very soon. Please contact us on hello@brainsstreet.com if you would like us to organise a special shipping arrangement for your order.
You will be charged in AUD.
While we take great care to ensure all the items are packed and delivered to you, we can make honest mistakes at times. If some of the order items are missing, please let us know within 7 DAYS by giving us a call at 1300 660 002 or emailing us at hello@brainsstreet.com. We endeavour to resolve your concern as soon as possible.
In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction, discontinue use of the product immediately and email us at hello@brainsstreet.com.
All reactions must be reported within the first 48 hours of use. Brains Street reserves the right to request a Doctors letter and/or photos of the reaction in order to confirm that it was caused by one of our products.
Allergy returns must be less than 20% used upon arrival back with us.
Brians street reserves the right to issue you a refund (minus any shipping costs) or a store credit matching the RRP of the product.
Please note that all instructions, ingredients, opinions and suggestions regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding the safety of certain ingredients please contact your doctor or you can contact us for further information.
You can be eligible for a return for change of mind, your item must be UNUSED, UNOPENED and in the same condition that you received it. It must also be in the original packaging. Please contact us at hello@brainsstreet.com within 30 days of your purchase. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Please check our Returns & Refunds page for more details.
We will ONLY pay for the return shipping if the goods are damaged or faulty. Please refer to our Returns & Refunds page for more details.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded unless it is damaged or faulty.
We do not store any payment details including customer's credit card details. Therefore, your information is always secure. In addition to that, our website is built on a secure platform which is regularly updated to counter any online threats.
