FAQs

Australia Post have advised our team that there is extended delays due to record volumes of orders. This is Australia Wide. You may not see visibility on your tracking, but rest assured Australia Post will continue moving their parcels as fast as they can.

Thank you for your patience.

To assist with a more enjoyable online shopping experience, we have provided answers to our most frequently asked questions below. For further clarification please reach out to us on 1300 403 035 or email us via enquiries@ozhairandbeauty.com

Our business hours are Monday to Friday 9am to 5pm. If you do contact us out of these times we will respond to you as soon as possible. 

What are your delivery charges?

The Delivery Charges are as follows:

Regular (Free over $50)

$6.95

Express

$9.95 for all orders under $50

$4.95 for orders over $50

On Demand (Sydney Metro)

$9.95: Tonight between 6pm-9pm

$11.95: Saturday between 1pm-6pm

New Zealand

 The rates are weight based and will be displayed upon checkout.

International

Our international shipping rates are displayed at checkout.

Australia Post Collection Point:

Regular (Free over $50)       

$6.95

Express

$9.95

If you would like to discuss further please feel free to call us on 1300 403 035 or email us at enquiries@ozhairandbeauty.com

What are my payment options?

We offer Mastercard, PayPal, Visa, Afterpay, Zippay, Klarna and Openpay

 

We do not accept Visa gift cards or the equivalent.

How long does shipping take?

Australia Post have advised our team that there is extended delays due to record volumes of orders. This is Australia Wide. You may not see visibility on your tracking, but rest assured Australia Post will continue moving their parcels as fast as they can.

Thank you for your patience.

  Regular Shipping Express Shipping
Sydney Metro 2 business days  1 business day 
Australia Wide

(depending on your location click here)

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

(depending on your location click here)

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

New Zealand

6-12 business days

Up to 6 business days

Please note: these delivery times are based on once the parcel has been dispatched from our warehouse in Sydney.

 

For accurate INTERNATIONAL delivery times please insert your country and postcode here

*Times are indicative as provided by Australia Post and are not guaranteed.

Where is my order?

Australia Post have advised our team that there is extended delays due to record volumes of orders. This is Australia Wide. You may not see visibility on your tracking, but rest assured Australia Post will continue moving their parcels as fast as they can.

Thank you for your patience.

Once your order is dispatched you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel.

You can also look into your tracking through the links provided below to see your updates with each new scan & an estimated delivery date.

If your parcel has been dispatched with Australia Post, Click here to see further tracking notifications by entering your personal tracking number

If your parcel has been dispatched with Seko, Click here to see further tracking notifications by entering your personal tracking number

Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at enquiries@ozhairandbeauty.com or call us on 1300 403 035.

What is your returns policy?

We gladly accept returns on products that you have purchased from us, as long as it is within 120 days and the item has not been used, however we do not offer exchanges on any of our products.

For more information regarding returns please see:

https://www.ozhairandbeauty.com/pages/returns

Can I amend / cancel my order?

We make no guarantees that we are able to cancel or make changes to your order once it has been placed.

If you wish to cancel or amend your order, please contact us as soon as possible on 1300 403 035 or via our live chat platform. Our business hours are Monday to Friday 9am to 5pm. Alternatively please email us at enquiries@ozhairandbeauty.com. If you do contact us out of these times we will respond to you as soon as possible.

If we are unable fulfil your request,  please refer to our returns policy at https://www.ozhairandbeauty.com/pages/shipping-returns

Incorrect Item Received / Missing item

If you receive a different product or a missing item other than what you have ordered, please take a photo of this product and your invoice/packing slip and send it through to our Customer Service team within 7 days of delivery. 

Please note: Do not dispose of this item until you have contacted our Customer Service team and received a response, or you will not be eligible for a refund or replacement.

 

Faulty or Leaking/Damaged Product

If you have received a faulty or leaking/damaged product, please contact our Customer Service team within 7 days with photos of the issue, your packing slip and a detailed description so we can sort this out as soon as possible for you.

Please note: Do not dispose of this item until you have contacted our Customer Service team and have received a response, or you will not be eligible for a refund or replacement.

Please understand, for any faulty goods we need to contact our suppliers and follow a specific procedure so please bare with us while we investigate. We will have an answer for you as soon as possible.

Do you price match?

Yes we do! We are happy to price match with other Australian websites. Only in some instances are we unable to.

We ask that you call us on 1300 403 035 or send us an email to enquiries@ozhairandbeauty.com and supply us with a link for the other website so we can confirm the request for you.

Do you offer gift wrapping?

 
Purchasing a Gift for someone? Why not add gift wrapping and make it a little more special! You can add this option to your shopping cart for $10.95 when you are at the checkout page.

I have not entered my address correctly on my order

It is your obligation to ensure all your address details are correct on your order for us to ship your parcel correctly.

Your parcel will be shipped as per your instructions. Once the parcel has been delivered to the provided address, we will not be held responsible.

If you wish to change the address on your parcel before it is dispatched, please contact us as soon as possible on 1300 403 035. Our business hours are Monday to Friday 9am to 5pm. If you do contact us out of these times we will respond to you as soon as possible. 

How can I track my order?

Australia Post have advised our team that there is extended delays due to record volumes of orders. This is Australia Wide. You may not see visibility on your tracking, but rest assured Australia Post will continue moving their parcels as fast as they can.

Thank you for your patience.

Once your order is picked and packed you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel. Our shipping company will provide updates with each new scan & an estimated delivery date.

To track your order Click here for Australia Post and Click here for Seko. All you need to do is enter your personal tracking number:

Feel free to email us at enquiries@ozhairandbeauty.com or call us on 1300 403 035 if you have any other questions.

Can I place an order over the phone?

We are more than happy for you to phone us on 1300 40 30 35 to place your order over the phone. Our business hours are Monday to Friday 9am to 5pm. If you do contact us out of these times we will respond to you as soon as possible. 

Payments for Afterpay, Zippay, Klarna or Paypal are unable to be processed over the phone. If you wish to use these payment options on your own device we can walk you through the steps whilst on the phone.

 

I am having trouble using my discount code

If you are having trouble using your discount code please be sure of the following:

• The discount code has not expired.

• The voucher is for a one time use only.

• Only one discount code is used per order. 

 

Please also note that codes from third party companies are not valid codes. 

 

If you are still experiencing difficulties after checking the above, please contact us enquiries@ozhairandbeauty.com

Can I pick up my order from the warehouse or QVB/Miranda salon?

 
Don’t want to wait for your items to be delivered? Why not pick up from our Caringbah Warehouse, Sydney QVB Salon or Westfield Miranda Salon.
 
OPTIONS:
 
  • Caringbah Warehouse: 5-7 Resolution Drive, Caringbah NSW 2229

 

  • Sydney QBV Salon: Queen Victoria Building, 95-97-LG1/76/455 George St, Sydney NSW 2000

 

  • Westfield Miranda Salon: Level 2, 2098/600 Kingsway, Miranda NSW 2228
 
Order before 12.30pm and your parcel will be ready for collection on the same day after 3.30pm at your preferred location. 
 
Once you place your order you will receive an order confirmation email.
 
Please note:
 
You will receive an email notification when your order is ready for collection.
If you do not meet the 12.30pm cut off time then your order will be ready for collection the following business day.
 
If the order cannot be fulfilled, head office will contact you as soon as possible. 

What is a Virtual Hair, Skin & Beauty Consultation?


A Virtual Hair, Skin & Beauty Consultation is a free, 30-minute session (via Facetime, Zoom or Skype) with one of our lovely qualified Hairdressers or Beauty Therapists. This session allows you to show us your concerns via video allowing us to accurately diagnose and give you expert advice and recommendations tailored to your needs.
 
Click here to book your free sessions.
 
If you have any questions before you wish to book please call us on 1300 403 035 or email us at enquiries@ozhairandbeauty.com
 

What is an Australia Post Collection Point?

Choose from 4500+ convenient & free local collection points including supermarkets, pharmacies, Post Offices and 24/7 Parcel Lockers Australia-wide.

Enjoy greater peace of mind with a delivery location of your choice!

Can parcels be ‘safe dropped’ with Australia Post?

All of our parcels are sent with safe drop enabled. In some instances, the delivery driver will deem it unable to be safe-dropped and will leave it at the nearest post office for collection. This decision is made at the driver’s discretion.

Can I return my online purchase to QVB/MIRANDA salon?

Yes! Please contact Head Office to arrange the return before you go to the salon so that we can provide you with the accurate information in regards to your returns reason.

What are the warranty periods?

All products do come with a manufacturer’s warranty. Every product has a different warranty period. You may find this in the product's description.

If the warranty does not appear please phone us on 1300 40 30 35 or email us at enquiries@ozhairandbeauty.com

The item I want is out of stock, what should I do?

We receive stock daily from our suppliers so anything out stock will be replenished within a few days. Get into contact with us for further updates.  

Issues ordering multiple of the same item.

Our website will not allow you to purchase multiples of the same item if we do not have the stock on hand.

If you require multiple items please contact us and we can make special arrangements to get the desired quantity in from our supplier.

Do you offer any promotions?

We offer exciting promotions for each month. Please see link below.

https://www.ozhairandbeauty.com/pages/june-promotions?top=promotions

Can I change the details on my account?

You will be able to change your address by logging onto your account and accessing the “View Address” page.

Sadly we are not able to change the billing address.

You are more than welcome to phone our customer service team on 1300 40 30 35 for assistance.

Are your products genuine?

We are an Australian company based in Sydney and all of the products that are

sold on our website are 100% genuine. We do not sell any fake or copy

products as we can guarantee the authenticity of all products we sell as

these are backed up by genuine Australian Warranties.

Are your products cruelty free/vegan?

We do stock a wide range of cruelty free and vegan products.

Please check our website and feel free to contact us for recommendations as we are more than happy to help! 

https://www.ozhairandbeauty.com/collections/ethical-beauty

Can you recommend products or help me with my hair or beauty problem?

Yes definitely. We will answer any of your hair and beauty questions. Contact us through the chat, phone or click on contact us and tell us your problem, and we will assist you with recommendations. 

Do you offer trade discounts or accounts?

Oz Hair & Beauty already offers competitive prices direct to the public and we

are not able to offer any trade discounts or trade accounts.

 

The only range of items we are able to offer a trade discount on is Tangle Teezer

(https://www.ozhairandbeauty.com/collections/tangle-teezer).

 

Please call us on 1300 403 035 or email us at enquiries@ozhairandbeauty.com

Do you have a rewards/loyalty program?

Our loyalty program is currently under maintenance. Subscribe to our newsletter to keep up to date with our latest perks & rewards.

How do I use live chat?

Click on the 'Help/Support' icon you see in the bottom right hand corner of the screen and enter key words for what you need help with. If nothing relevant comes up, fill in your details and start chatting with a member of our lovely customer service team.

We are here to help!

Skin Reactions and Allergy Issues

If you do happen to have a reaction to one of our products, discontinue the use of the product immediately and please contact our Customer Service team with photos and a description of the issue.

Please note: Returns due to allergies must be less than 25% used upon return, or you will not be eligible for a refund or store credit.

Please understand, for any reactions or allergy issues, we need to contact our suppliers and follow a specific procedure so please bare with us while we investigate. We will have an answer for you as soon as possible.