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FAQ'S AND SHIPPING
We use Australia Post and Aramex Australia as our delivery partner. Some deliveries delay may occur due to reduced number of workers in our shipping partners distribution facilities, reduction in air freight capacity and adverse weather conditions.
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.
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
To be eligible to receive $10 cash back code for every $200 spend;
1. Your order needs to be more than $200 in one single order. Multiple orders cannot be combined.
2. You need to create an account on our website by clicking the login button at the top right of the screen and then clicking the sign up button.
The cash back code will be emailed to you once you have created an account with us. Please remember to check your spam folder as well if you don't see an email come through.
Our cash back code is not redeemable for cash. They are valid for 60 days from the issue date, therefore, please use them before they expire.
We currently ship to 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.
Once the parcel gets picked up by Australia Post for sorting and delivery, it is outside of our control and authority.
As parcels sometime gets lost or damaged during transit, Parcel Protect covers you for full value of the amount you paid for your items if they get damaged or lost on its way to you.
We will send you a replacement item in as early as 2-3 business days from the day we get notified.
Within Australia
We use Australia Post as our shipping partner. Their delivery timelines can get updated anytime therefore, please click here to find out their most updated estimated delivery times for different states and territories.
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.
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 ask@brainsstreet.com if you have any queries regarding your delivery.
Most late parcels arrive within 5 business days of their expected delivery date.Please check your tracking here first to see if anything has changed.
First Things First
If your parcel is delayed, we recommend checking the items listed below first for your peace of mind.
1. Tracking
If your item was sent using a tracked service you can track it to check the status.
2. Card or notification received
Your item may have been delivered to the Post Office. Check if a notification card is in your letterbox or under your door, or if you’ve received an email, app or SMS notification.
3. Accepted on your behalf
Please check if someone else at home or work accepted or signed for the item on your behalf. If you live or work in a large building, please check with building management or the mailroom to see if they have it.
4. Delivered to a safe place
Please check if your item has been left in a safe place. This could be under or behind something, or in your mailbox.
5. Address details
Please check the address details that you provided us while placing your order. You may have made a mistake and provided a wrong address when addressing the item.
6. Known service delays
If you are sending or waiting on an item from overseas, you can check for any known international delays by viewing Auspost international updates.
If your parcel doesn’t get to you after 5 days of the initial expected delivery date, we can raise a case with Auspost for you and get them to investigate what happened to your parcel. They usually take 5-8 business days to come back to us with an update. If they do find your parcel during that time, they will deliver it to you and if they can’t find it, we will confirm it as lost and send you a replacement parcel or provide you a refund.
Should your item be lost or damaged, and you haven’t purchased Extra Cover, the maximum compensation you may be entitled to is up to $100
If the item/s you purchased is valued over $200, you should purchase Package Protection Cover which covers you for loss or damage for up to $5,000.
Yes, we do provide compensation for lost or damaged items for all of our customers.
Should your item be lost or damaged in transit and you haven't purchased Parcel Protect, the maximum compensation you may be entitled to is up to $100.
If the item/s you purchased is valued over $200 and you have purchased Parcel Protect, you will be covered for the full amount you paid for your items that were lost or damaged.
Yes, we do.
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.
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.
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.Â
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.Â
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 price you paid for 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 the item is damaged or faulty.
No, 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.
