Shipping
We always attempt to find the most suitable, fastest and affordable courier and post service available to ship our parcels. As such, we reserve the right to change our shipping provider at any time and for any reason, to provide you the best possible experience.
When will my order be dispatched?
Orders are dispatched within 1 business day from the date of ordering. Orders made early in the morning may sometimes be dispatched on the same day.
On very rare occasions, dispatch may be delayed. This could be around extremely busy dates (eg. Christmas) or the shipping address is not recognised (make sure you get it right!).
How long will delivery take?
In Australia, depending on where you live, the time it may take for your order to reach you may vary. However most parcels are delivered within 1-3 business days in metro areas (sometimes more to capitals further away from Sydney) and 2-7 business days in regional areas. Some remote locations may take 7-14 business days.
For overseas deliveries, time can vary greatly but can take anywhere between a few days (for New Zealand) and a few weeks. Most couriers will give you an estimated time of delivery.
Please check your tracking number provided in your shipping confirmation email as some couriers provide an estimated date of delivery.
Disclaimers:
Whilst it remains a rare occurrence, our courier may lose track of your parcel or delivery may take longer than advised above.
Please understand that this is outside of our control. If you feel like it might be the case for you, or if you have any question about your order and delivery status, please contact us. Always happy to help!
Attempted deliveries & wrong addresses:
Every courier we use will attempt to deliver the product at least once before either leaving it at your local post office, either returning it to us (RTS - Return to Sender). Couriers may also return the parcel to us if you've made an error in your delivery address.
Returned parcels that need to be resent from our warehouse to you will incur a re-delivery fee which includes both handling and shipping.
Please ensure your delivery address is correct and that you choose the "Shipping with Authority to leave" if you feel it is safe for your parcel to be left in front of your door. Alternatively, you may choose your workplace address, but please ensure your receptionist or colleagues will safely hand the parcel over to you. We cannot reimburse parcels for which the delivery advice has been signed by someone in your company or office building.
Returns for broken, damaged or expired product(s)
Your full satisfaction is important to us!
We are happy to arrange a replacement (or possibly a credit or refund) for any damaged, broken or expired products purchased through Shilu's Vegetarian.
Conditions
-
For damaged or broken product(s):
-
You will need to return them to us at the buyer's expense, un-opened, un-used, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
Please note! A broken hot sauce bottle can be messy! Do not return it if sauce has been spilled or there is broken glass. Provide photographic evidence, in the package, as indicated further below.
-
Only products damaged or broken upon arrival can be replaced, as we cannot refund or exchange products that have been damaged after the delivery has been made.
-
Please provide detailed photographic evidence of the damaged, broken or expired product within the parcel box
-
Provide us with proof of purchase
-
-
For expired products:
-
While we do our very best to keep accurate tracking of expiry dates across the hundreds of products we stock, an error can be made on rare occasions.
-
We are terribly sorry you've been sent a product that has reached its Best Before or Expiry date and we'll do our best to resolve the situation.
-
Please provide detailed photographic evidence of the expiry date along with the bottle
-
Provide us with proof of purchase
-
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, or once we have reviewed your enquiry, we will notify you of the approval or rejection of your claim or refund.
If you are approved, then a new product will be shipped to you at our expense, or your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
INTERNATIONAL ORDERS, PLEASE NOTE: We cannot replace orders damaged or lost by the couriers due to very high delivery fees. If you order from overseas, this is at your own risk. Thank you for your understanding.
Returns for 'change of mind'
If you have changed your mind about the product, we may accept to refund, exchange or provide you with store credit as long as:
-
To be eligible for a return, your item must be un-used, un-opened and in the same condition that you received it. It must also be in the original packaging and be in a re-saleable condition.
-
You will need to return the item(s) to us at your expense, un-used, un-opened and in the same condition that you received it, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
You provide us with proof of purchase
-
Note that the shipping cost cannot be refunded as this was already paid to the courier company.
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, we will notify you by email that we have received your product.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will take a fair and reasonable approach in resolving the issue.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Other return conditions:
-
Gift cards are non-refundable
-
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
We always attempt to find the most suitable, fastest and affordable courier and post service available to ship our parcels. As such, we reserve the right to change our shipping provider at any time and for any reason, to provide you the best possible experience.
When will my order be dispatched?
Orders are dispatched within 1 business day from the date of ordering. Orders made early in the morning may sometimes be dispatched on the same day.
On very rare occasions, dispatch may be delayed. This could be around extremely busy dates (eg. Christmas) or the shipping address is not recognised (make sure you get it right!).
How long will delivery take?
In Australia, depending on where you live, the time it may take for your order to reach you may vary. However most parcels are delivered within 1-3 business days in metro areas (sometimes more to capitals further away from Sydney) and 2-7 business days in regional areas. Some remote locations may take 7-14 business days.
For overseas deliveries, time can vary greatly but can take anywhere between a few days (for New Zealand) and a few weeks. Most couriers will give you an estimated time of delivery.
Please check your tracking number provided in your shipping confirmation email as some couriers provide an estimated date of delivery.
Disclaimers:
Whilst it remains a rare occurrence, our courier may lose track of your parcel or delivery may take longer than advised above.
Please understand that this is outside of our control. If you feel like it might be the case for you, or if you have any question about your order and delivery status, please contact us. Always happy to help!
Attempted deliveries & wrong addresses:
Every courier we use will attempt to deliver the product at least once before either leaving it at your local post office, either returning it to us (RTS - Return to Sender). Couriers may also return the parcel to us if you've made an error in your delivery address.
Returned parcels that need to be resent from our warehouse to you will incur a re-delivery fee which includes both handling and shipping.
Please ensure your delivery address is correct and that you choose the "Shipping with Authority to leave" if you feel it is safe for your parcel to be left in front of your door. Alternatively, you may choose your workplace address, but please ensure your receptionist or colleagues will safely hand the parcel over to you. We cannot reimburse parcels for which the delivery advice has been signed by someone in your company or office building.
Returns for broken, damaged or expired product(s)
Your full satisfaction is important to us!
We are happy to arrange a replacement (or possibly a credit or refund) for any damaged, broken or expired products purchased through Shilu's Vegetarian.
Conditions
-
For damaged or broken product(s):
-
You will need to return them to us at the buyer's expense, un-opened, un-used, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
Please note! A broken hot sauce bottle can be messy! Do not return it if sauce has been spilled or there is broken glass. Provide photographic evidence, in the package, as indicated further below.
-
Only products damaged or broken upon arrival can be replaced, as we cannot refund or exchange products that have been damaged after the delivery has been made.
-
Please provide detailed photographic evidence of the damaged, broken or expired product within the parcel box
-
Provide us with proof of purchase
-
-
For expired products:
-
While we do our very best to keep accurate tracking of expiry dates across the hundreds of products we stock, an error can be made on rare occasions.
-
We are terribly sorry you've been sent a product that has reached its Best Before or Expiry date and we'll do our best to resolve the situation.
-
Please provide detailed photographic evidence of the expiry date along with the bottle
-
Provide us with proof of purchase
-
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, or once we have reviewed your enquiry, we will notify you of the approval or rejection of your claim or refund.
If you are approved, then a new product will be shipped to you at our expense, or your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
INTERNATIONAL ORDERS, PLEASE NOTE: We cannot replace orders damaged or lost by the couriers due to very high delivery fees. If you order from overseas, this is at your own risk. Thank you for your understanding.
Returns for 'change of mind'
If you have changed your mind about the product, we may accept to refund, exchange or provide you with store credit as long as:
-
To be eligible for a return, your item must be un-used, un-opened and in the same condition that you received it. It must also be in the original packaging and be in a re-saleable condition.
-
You will need to return the item(s) to us at your expense, un-used, un-opened and in the same condition that you received it, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
You provide us with proof of purchase
-
Note that the shipping cost cannot be refunded as this was already paid to the courier company.
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, we will notify you by email that we have received your product.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will take a fair and reasonable approach in resolving the issue.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Other return conditions:
-
Gift cards are non-refundable
-
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
PRIVACY POLICY
SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
We only collect this information to deliver the products you have ordered, to update you on your delivery status, for customer support purposes and for marketing purposes.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing: With your permission, we may send you emails about our store, new products and other updates. You can unsubscribe from these emails at any time by following the 'Unsubscribe' link in the footer of the email.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info AT shilusvegetarian.com.au or via our contact page.
SECTION 3 - DISCLOSURE
We will not disclose your personal information with anyone unless required by law to do so or if you violate our Terms of Service.
SECTION 4 - WIX
Our store is hosted by a CMS who provides us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through their data storage, databases and their general application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then our CMS stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Google analytics
Our store uses Google Analytics to help us learn about who visits our site, what pages are being looked at and other website performance metrics which help us optimise your experience and guide marketing activities.
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
By browsing our website, cookies will be installed on your computer. These are designed to improve your experience as a visitor and/or customer and to help us with our marketing activities.
If you wish to delete your cookies, please visit your browser's user instruction manual.
SECTION 8 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
SECTION 9 - CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info AT shilusvegetarian.com.au or on our contact page.
Shipping
We always attempt to find the most suitable, fastest and affordable courier and post service available to ship our parcels. As such, we reserve the right to change our shipping provider at any time and for any reason, to provide you the best possible experience.
When will my order be dispatched?
Orders are dispatched within 1 business day from the date of ordering. Orders made early in the morning may sometimes be dispatched on the same day.
On very rare occasions, dispatch may be delayed. This could be around extremely busy dates (eg. Christmas) or the shipping address is not recognised (make sure you get it right!).
How long will delivery take?
In Australia, depending on where you live, the time it may take for your order to reach you may vary. However most parcels are delivered within 1-3 business days in metro areas (sometimes more to capitals further away from Sydney) and 2-7 business days in regional areas. Some remote locations may take 7-14 business days.
For overseas deliveries, time can vary greatly but can take anywhere between a few days (for New Zealand) and a few weeks. Most couriers will give you an estimated time of delivery.
Please check your tracking number provided in your shipping confirmation email as some couriers provide an estimated date of delivery.
Disclaimers:
Whilst it remains a rare occurrence, our courier may lose track of your parcel or delivery may take longer than advised above.
Please understand that this is outside of our control. If you feel like it might be the case for you, or if you have any question about your order and delivery status, please contact us. Always happy to help!
Attempted deliveries & wrong addresses:
Every courier we use will attempt to deliver the product at least once before either leaving it at your local post office, either returning it to us (RTS - Return to Sender). Couriers may also return the parcel to us if you've made an error in your delivery address.
Returned parcels that need to be resent from our warehouse to you will incur a re-delivery fee which includes both handling and shipping.
Please ensure your delivery address is correct and that you choose the "Shipping with Authority to leave" if you feel it is safe for your parcel to be left in front of your door. Alternatively, you may choose your workplace address, but please ensure your receptionist or colleagues will safely hand the parcel over to you. We cannot reimburse parcels for which the delivery advice has been signed by someone in your company or office building.
Returns for broken, damaged or expired product(s)
Your full satisfaction is important to us!
We are happy to arrange a replacement (or possibly a credit or refund) for any damaged, broken or expired products purchased through Shilu's Vegetarian.
Conditions
-
For damaged or broken product(s):
-
You will need to return them to us at the buyer's expense, un-opened, un-used, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
Please note! A broken hot sauce bottle can be messy! Do not return it if sauce has been spilled or there is broken glass. Provide photographic evidence, in the package, as indicated further below.
-
Only products damaged or broken upon arrival can be replaced, as we cannot refund or exchange products that have been damaged after the delivery has been made.
-
Please provide detailed photographic evidence of the damaged, broken or expired product within the parcel box
-
Provide us with proof of purchase
-
-
For expired products:
-
While we do our very best to keep accurate tracking of expiry dates across the hundreds of products we stock, an error can be made on rare occasions.
-
We are terribly sorry you've been sent a product that has reached its Best Before or Expiry date and we'll do our best to resolve the situation.
-
Please provide detailed photographic evidence of the expiry date along with the bottle
-
Provide us with proof of purchase
-
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, or once we have reviewed your enquiry, we will notify you of the approval or rejection of your claim or refund.
If you are approved, then a new product will be shipped to you at our expense, or your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
INTERNATIONAL ORDERS, PLEASE NOTE: We cannot replace orders damaged or lost by the couriers due to very high delivery fees. If you order from overseas, this is at your own risk. Thank you for your understanding.
Returns for 'change of mind'
If you have changed your mind about the product, we may accept to refund, exchange or provide you with store credit as long as:
-
To be eligible for a return, your item must be un-used, un-opened and in the same condition that you received it. It must also be in the original packaging and be in a re-saleable condition.
-
You will need to return the item(s) to us at your expense, un-used, un-opened and in the same condition that you received it, within 7 days of the purchase date. Beyond 7 days of the purchase date, we unfortunately cannot offer you a refund or exchange.
-
You provide us with proof of purchase
-
Note that the shipping cost cannot be refunded as this was already paid to the courier company.
What's next?
Contact us at info@shilusvegetarian.com.au within 7 days of receipt or through our contact page.
Once your returned product has been received and inspected by our team, we will notify you by email that we have received your product.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will take a fair and reasonable approach in resolving the issue.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Other return conditions:
-
Gift cards are non-refundable
-
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.