Legal
Shipping & returns
What it costs, how long it takes, where we can and cannot post, and what happens when something arrives wrong.
Last revised
How your order is dispatched
Every order is packed and dispatched from our studio in Adelaide, South Australia.
We aim to have your order on its way within 1 business day. During sale periods and the weeks before Christmas, allow up to 2 business days. Orders placed on a weekend or a public holiday are processed on the next business day.
Tracking is emailed to you as soon as the label is created. The label is often created before the parcel is physically collected, so tracking can sit quiet for a day before it moves.
What shipping costs
| Service | Where | Cost | Estimated delivery |
|---|---|---|---|
| Standard | Australia | Calculated at checkout. Free over $150 | 3–7 business days |
| Express | Australia | Calculated at checkout | 1–3 business days |
| Click and collect | Westfield Marion, or a market or event stall | Free | Ready when we email you |
| International standard | New Zealand, the United States, the United Kingdom and the European Union. Perfume oils only | $25 flat. Free over $250 | Varies by destination and customs |
Delivery windows are the carrier's estimates rather than a promise from us. Australian domestic parcels travel with Australia Post.
All prices and shipping costs on this site are in Australian dollars. The $150 and $250 thresholds are measured on the order value after any discount, and before shipping.
Shipping outside Australia
We ship perfume oils to New Zealand, the United States, the United Kingdom and the European Union.
We cannot ship eau de parfum or room sprays to any address outside Australia. If you are ordering from overseas, your order can contain perfume oils only.
International shipping is $25 flat to every destination we ship to, and free once your order passes $250.
Customs, duties and import taxes
The flat rate covers postage only. Customs duties, import taxes, GST or VAT equivalents and any carrier handling fee are set by the country you live in, are charged to you rather than to us, and are usually collected before delivery. We cannot quote them in advance, and we cannot refund them if you decline the parcel.
You are also responsible for checking that a cosmetic product can be lawfully imported to your address. Where a parcel is seized or destroyed by a border authority, we cannot refund it.
Before you order the oil instead
If you had your eye on one of the sprays and are about to order the oil version instead, know what you are getting. The oil is the same composition, but it wears closer to the skin and leaves far less of a trail than the spray does. If you wanted the spray specifically for its projection, the oil is not a substitute, and we would rather tell you now than take the order.
Click and collect
Click and collect is available on some orders. Choose it at checkout and we will email you when your order is ready. Please bring your order confirmation.
If you are collecting from a market or event stall rather than the store, a team member will hand your order over on arrival.
Delays
Dispatch and delivery both take longer during holidays, major sale events and promotional periods. Weather, carrier backlogs and national logistics disruptions also affect delivery, and none of those are within our control.
If an order is running well past its estimate, email us before you worry about it. We can see more from our end than tracking shows.
Lost parcels and parcels marked delivered
If your order looks lost in transit, email support@nextfragrance.com with your order number and we will open an investigation with the carrier. Carrier investigations take several business days. If the carrier confirms the parcel is lost, you choose a replacement or a refund.
Where tracking confirms a parcel has been delivered, responsibility for it passes to you. We will still help you chase it with the carrier, but we are not able to replace or refund a parcel the carrier has recorded as delivered, except where the Australian Consumer Law requires it.
If your building has a habit of losing parcels, choose an address with someone at it, or use a Parcel Locker.
Incorrect addresses
Please check your address at checkout. If you spot a mistake, email us straight away and we will correct it if the order has not yet been dispatched.
Where an order comes back to us because the address was wrong, the parcel was not collected, or delivery was refused, you are responsible for the cost of sending it out again.
Returns
We comply with the Australian Consumer Law. Nothing in this policy limits or excludes rights you have under Australian consumer protection legislation, and nothing below is intended to.
If a product is faulty or not as described
Contact us within 14 days of delivery and choose a refund, a replacement or an exchange. Proof of purchase may be required. Where the failure is major, that choice is yours under the Australian Consumer Law regardless of this window.
If it arrives damaged
Email us within 7 days of delivery with your order number, a photo of the item and a photo of the packaging it arrived in. We take it up with the carrier and arrange a replacement or refund. The packaging photo matters more than people expect: it is what settles the claim.
If you change your mind
We do not refund change of mind. We will exchange or refund an unopened, sealed product returned within 14 days of delivery, provided it is unused and still in its original packaging. Return postage is yours, and the original shipping cost is not refunded.
Opened fragrance cannot come back
Once a fragrance is opened it cannot be returned, exchanged or refunded, unless it is faulty. Cosmetic goods cannot be resold once the seal is broken, and there is no hygienic way around that.
This is the honest reason to sample first. If you are not certain about a scent, buy the 10ml before you commit to a full bottle, or give a bundle rather than guess someone else's taste. It costs less than a bottle you will not wear.
International orders
International orders are covered for faults, damage in transit and products not as described, on the same terms as above. We do not accept change of mind returns from outside Australia, because return postage usually costs more than the oil does.
Refunds
Approved refunds go back to the payment method you used at checkout. How long they take to appear is down to your bank or payment provider, not us.
If you paid with Afterpay, PayPal or another third-party provider, the refund is processed back through that provider, and your instalment schedule is managed by them.
Where a return is required, we inspect the item before the refund is issued. We dispute fraudulent chargebacks, and accounts that abuse the refund or dispute process may be restricted.
How to contact us
Email is the fastest way to reach us and it reaches a person, not a queue: support@nextfragrance.com.
- Next Fragrance, a business of Next Collective Pty Ltd (ACN 636 921 429)
- 297 Diagonal Rd
- Oaklands Park SA 5046
- Australia