Shipping & Returns

AUSTRALIAN SHIPPING - $10 FLAT RATE/FREE OVER $150 AUD

Items ordered and paid for will ship after 1-3 business days depending on stock availability. We primarily ship through Australia Post. You will receive a notification via email to confirm shipment of your order, as well as tracking information.

 

INTERNATIONAL SHIPPING - $35 FLAT RATE/FREE OVER $150 AUD

Please allow up to 28 days for your order to arrive after shipping. Typically it will arrive earlier however, customs departments have the right to hold items for obligatory reasons. Additionally, further taxes and duties may be applied by customs authorities upon the arrival of goods into your country depending on the total amount of goods bought. It is not our responsibility to pay for items to be released from customs to you. 

If you would like more information on what duties and taxes may be payable by you before the delivery of your parcel, please contact your local customs authorities or check the customs department website prior to placing your order. If you choose not to pay duties on import and return your package to us, refunds will not be issued when the package is received by us - you will be given store credit for the value of purchased products only, minus any shipping paid.

 

ORDER CANCELLATIONS

We at AUKI strive to send your orders as quickly as possible. As soon as we receive your order, payment accepted and the order confirmed, it is immediately in the process of being shipped. Consequently, NO changes to your order can be made once it is placed. Of course, we will do our best to cater to you in terms of order cancellations so if you wish to cancel an order, please email us at heyhoney@auki.com.au and we will do what we can!

 

ORDER ISSUES

If your order has not been received, not what you were expecting or if you have any other issues, please contact us as soon as possible. Customer satisfaction is our number one priority and we will always make every effort to resolve any situations that come up.

AUKI currently stocks products that are 100% natural and therefore batch to batch variation is expected to occur (slight changes in color for example). We may even wish to source from a different supplier, with the aim of improving formula quality with each batch.

In the case of your product arriving broken or damaged, please contact us immediately at heyhoney@auki.com.au and we will happily replace any damaged items. All you have to do is send a photo as proof of the damage/defect. If there are any items missing from your order, please contact us within 48 hours and we will re-ship the lost item.

In the unlikely event of lost or stolen packages, the order may be re-shipped and replaced once only. Unfortunately, no refunds will be issued.

 

REFUNDS AND EXCHANGES

Customer satisfaction is our main priority and we strive to ensure that your happiness is met with every purchase. In the rare case that you are unhappy with your order, please do not hesitate to connect with us at heyhoney@auki.com.au. In most cases, due to the nature of our products, store-credit or item exchange are processed to rectify returns. Refunds may only be issued in the unlikely event of the product being returned due to allergic reaction. To be eligible for store-credit/refund, please contact us within 30 days of purchasing and send the product back (there must be 75% or more of the product left in the container in order to qualify) to us within 7 days of reaching out.

AUKI is not liable for any additional shipping costs for returns, nor are we responsible for reimbursement or compensation of lost packages that are in transit after being processed as a return without proof of delivery to AUKI.

Please note: Shipping costs for returns are directly paid to our providers and will therefore not be refunded.

 

PAYMENT

We offer secure online ordering and accept Visa, MasterCard, American Express, Discover and PayPal via Stripe.