Shipping & Returns
Shipping & Returns
We take care with every Saela order, from packing through to delivery. Below you’ll find the key information about shipping, order issues and returns.
Shipping
Order Processing
Orders are prepared for dispatch as quickly as possible. Once your order has been shipped, you’ll receive a confirmation email with tracking information so you can follow its journey.
During launches, promotional periods and public holidays, processing times may be slightly longer than usual.
Pre-Orders
Products purchased during a pre-order period will be dispatched from the estimated shipping date communicated at the time of purchase.
If your order contains both pre-order and available products, your order may be held and shipped together once all items are available.
Shipping Rates
Available shipping methods and rates will be displayed at checkout based on your delivery address and order value.
Tracking Your Order
Once your order has been dispatched, you’ll receive an email containing your tracking information.
Please allow some time for tracking updates to become available after your parcel has been collected by the carrier.
Incorrect Shipping Details
Please check your delivery information carefully before completing your order.
If you notice an error after placing your order, contact us as soon as possible. We’ll do our best to update the details before your order is dispatched, however changes cannot be guaranteed once an order has entered fulfilment.
Returns
Change of Mind
We do not offer refunds or exchanges for change of mind.
Please choose carefully before completing your purchase.
Faulty, Damaged or Incorrect Items
If your order arrives damaged or faulty, or you receive an incorrect product, please contact us within 7 days of receiving your order.
Complete our Returns Request Form and provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
- Photographs of any damage, where applicable
Once assessed, we’ll arrange an appropriate resolution, which may include a replacement, repair or refund in accordance with Australian Consumer Law.
Product Reactions
Every person’s skin is unique and individual responses to skincare can vary.
If you believe you have experienced an adverse reaction to a Saela product, discontinue use and contact us within 14 days of first using the product.
Please complete our Returns Request Form and provide the requested information so our team can review your experience.
Australian Consumer Law
Nothing in our returns process excludes or limits any rights you may have under Australian Consumer Law.
For complete information, please refer to our Returns & Refunds Policy.
Need Help?
If you have a question about an existing order, delivery or return, our team is here to help.