Can I return something I’ve purchased?

We are happy to offer an exchange, or refund on an item you’ve purchased from us – simply contact us within 14 days of your order date.

Change of Mind

If you’ve had a change of heart about an item you have ordered, we’ll need to receive it back to us unopened and unused, in the original packaging.

Faulty Item

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

Incorrect Item/Damaged on Arrival

If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Please don’t dispose of the item until we’ve had a chance to chat with you!

HERE’S HOW IT WORKS

1. Get in touch
To request a return, please contact us at customerservice@totalessence.com.au

2. We’ll get back to you
One of our team members will contact you via email with instructions on how return your item.

3. Pack & Send
Pack up your item carefully, so it reaches us safely . You can re-use your packaging, or a similar sized box if you no longer have it. Please note that you are responsible for any costs associated to shipping your return, as well as ensuring your return arrives safely back to Total Essence. If you paid for shipping at the time of your initial purchase, these costs will not be refunded.

4. Then what happens?
We will process your exchange or refund within 5 business days of your return arriving back to us.

All refunds will be made by way of the original payment method.