SHIPPING & RETURNS
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.
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.
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
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.
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.
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.