Shipping and Delivery Policy

Last updated: 22 July 2026

At SIMCO Skincare, every order is carefully selected, packed and prepared for its journey to you.

This policy applies to orders placed directly through the SIMCO Skincare online store, including products within the SIMCO MAISON collection.

1. Order Processing

Orders are generally processed and dispatched within 1–2 business days after payment has been successfully received.

Business days are Monday to Friday and exclude Western Australian public holidays.

Processing may take longer during:

• sales and promotional periods;
• product launches;
• Christmas and other peak trading periods;
• periods of unusually high order volume; or
• circumstances outside our reasonable control.

We will make reasonable efforts to communicate any significant known processing delays.

Selecting Express Post does not reduce the time required to prepare and pack an order. Express Post applies to the carrier’s delivery service after the parcel has been dispatched.

2. Australian Delivery

Australian orders are generally shipped using Australia Post.

Available delivery options may include:

• Standard Parcel Post;
• Express Post; and
• local pickup, where offered at checkout.

Available services and delivery charges will be displayed at checkout based on the order contents, delivery address, parcel weight and parcel dimensions.

Estimated delivery times after dispatch are generally:

• Standard Parcel Post: approximately 2–8 business days; and
• Express Post: approximately 1–4 or more business days.

Regional, rural and remote destinations may take longer.

These timeframes are estimates only and are not guaranteed delivery dates. Current estimates may also be displayed through Australia Post tracking.

3. Free Shipping Offers

SIMCO Skincare currently offers:

• free standard shipping on eligible Australian orders of $125 or more; and
• free express shipping on eligible Australian orders of $249 or more.

The qualifying order value is calculated after discounts and promotional codes have been applied and excludes delivery charges.

The applicable free-delivery option must be available and selected at checkout.

Some heavy, oversized, fragile or restricted products, including selected SIMCO MAISON products, may be excluded from free-shipping offers where stated on the product page or at checkout.

Free-shipping thresholds and promotional offers may be changed or withdrawn from time to time. Any offer displayed and valid when an order is placed will be honoured for that order.

4. Shipping Charges

Shipping charges are calculated at checkout based on factors including:

• the delivery destination;
• the delivery method selected;
• the combined weight and dimensions of the products; and
• whether the order contains heavy, bulky, fragile or restricted products.

The applicable delivery charge will be displayed before the order is submitted and payment is completed.

5. SIMCO MAISON, Heavy and Fragile Products

Some SIMCO MAISON products, including salt lamps, candles, glass items and other heavy or fragile products, require additional protective packaging.

These products may:

• attract a higher delivery charge;
• be unavailable for certain delivery methods;
• be excluded from some free-shipping offers;
• be unavailable for delivery to certain locations; or
• need to be sent separately from other products in the order.

Any applicable restrictions or additional delivery charges will be displayed on the product page or at checkout where reasonably possible.

We take care to package fragile products securely. Please retain the product, parcel and packaging and contact us promptly if an item arrives damaged.

6. Local Pickup

Local pickup may be available for eligible orders where the option is displayed at checkout.

Please wait until you receive confirmation that your order is ready before arriving to collect it. An order confirmation does not mean that the order has been prepared for pickup.

Please bring your order confirmation and, where reasonably requested, identification matching the name on the order.

Current collection instructions and pickup hours will be included in your pickup notification.

7. Order Tracking

Where tracking is available, a dispatch confirmation containing tracking details will be sent to the email address or telephone number provided with the order.

Tracking information may take some time to become active after the shipping label has been created or the parcel has been lodged with the carrier.

Customers are responsible for monitoring their tracking and arranging collection, redelivery or another delivery option where required by the carrier.

8. Delivery Estimates and Delays

All delivery timeframes are estimates rather than guaranteed delivery dates unless SIMCO Skincare expressly confirms otherwise in writing.

Delivery delays may occur because of circumstances outside our reasonable control, including:

• carrier network delays;
• severe weather or natural disasters;
• industrial action;
• public holidays;
• seasonal demand;
• transport disruptions;
• customs processing;
• incorrect or incomplete delivery information; or
• events affecting the destination country.

Although we cannot control carrier delays, we will provide reasonable assistance and will not exclude any rights or remedies available under the Australian Consumer Law.

Where an order has not arrived within the estimated timeframe, please check the tracking information first and then contact us if further assistance is required.

9. Incorrect or Incomplete Delivery Addresses

Customers are responsible for checking that their delivery information is complete and correct before submitting an order.

Please contact us immediately if an address needs to be corrected.

We will make reasonable efforts to update the address where the order has not yet been processed or dispatched. However, we cannot guarantee that an address can be changed once processing has begun.

Once a parcel has been dispatched, we may be unable to redirect or recall it.

Where an order is returned to us because the customer:

• supplied an incorrect or incomplete address;
• failed to collect the parcel;
• was unavailable after the carrier’s delivery attempts; or
• declined delivery,

the customer may be required to pay the cost of sending the order again, together with any applicable return-to-sender charges.

If the customer requests a refund instead, the refund will be considered after the parcel has been safely returned and inspected. Actual delivery and return costs caused by the incorrect information or failure to collect may be deducted where permitted by law.

These charges will not apply where the delivery problem resulted from an error by SIMCO Skincare or where doing so would conflict with the Australian Consumer Law.

10. Authority to Leave and Safe-Drop Deliveries

Where the customer or carrier selects an authority-to-leave or safe-drop option, the parcel may be left at the nominated address without a signature.

Customers should provide a secure delivery location and carefully consider whether authority to leave is suitable for their address.

If tracking states that a parcel has been delivered but it cannot be located, please:

• check around the property and any nominated safe place;
• ask other members of the household;
• check with neighbours, reception or building management where appropriate;
• check for a collection card or message from the carrier; and
• contact the local post office or carrier.

Please contact SIMCO Skincare if the parcel still cannot be located so that we can assist with an investigation.

A carrier’s delivered scan will be considered as part of the investigation but will not automatically prevent us from reviewing the circumstances.

11. Delayed or Lost Parcels

A parcel may be considered delayed before it is considered lost under the carrier’s investigation process.

Please contact us if tracking has not updated for an unusual period or the parcel has not arrived within a reasonable time.

We may ask the customer to confirm:

• the delivery address;
• whether another household member received the parcel;
• whether any safe place, Parcel Locker, post office or collection point has been checked; and
• any other information reasonably requested by the carrier.

SIMCO Skincare will submit or assist with a carrier enquiry where appropriate.

The available resolution will depend on the outcome of the investigation and the circumstances. It may include a replacement, refund or another suitable remedy.

Nothing in this section limits rights or remedies available under the Australian Consumer Law.

12. Parcels Damaged During Delivery

Please contact us as soon as reasonably possible if a parcel or product arrives damaged.

Email contact@simcoskincare.com.au and include:

• your name and order number;
• a description of the damage;
• clear photographs of the product;
• photographs of the internal and external packaging; and
• a photograph of the shipping label where reasonably possible.

Please keep the damaged product and all packaging until we confirm whether they are required for assessment or a carrier claim.

Photographs help us investigate and resolve the matter, but a customer does not automatically lose their consumer rights solely because photographs or original packaging are unavailable.

Damaged or faulty products will be handled in accordance with our Returns, Refunds, Exchanges and Cancellations Policy and the Australian Consumer Law.

13. International Shipping

International delivery is available only to the countries and regions offered at checkout.

Available international destinations may change because of:

• carrier service availability;
• customs requirements;
• product restrictions;
• dangerous-goods regulations;
• sanctions or trade restrictions;
• temporary postal suspensions; or
• other circumstances outside our reasonable control.

Not every SIMCO product can be shipped internationally. Products containing liquids, fragrances, oils, electrical components or other restricted materials may be unavailable for certain destinations.

International delivery timeframes vary according to the destination, service selected, customs processing and the local postal network.

International delivery estimates begin after the order has been processed and dispatched.

14. International Customs, Duties and Taxes

International orders may be subject to import duties, taxes, tariffs, customs-clearance fees or other charges imposed by the destination country.

Unless these charges are expressly collected during checkout, they are the responsibility of the recipient and are not included in the product price or delivery charge paid to SIMCO Skincare.

SIMCO Skincare cannot guarantee the amount of these charges or provide individual customs advice.

We will accurately declare the contents, value and country of origin of an international order where required. We cannot mark a commercial purchase as a gift or declare an artificially reduced value.

Where an international parcel is refused, abandoned or returned because the recipient did not pay applicable charges or complete customs requirements, any refund will be considered after the parcel has been safely returned to SIMCO Skincare.

Original delivery charges, return charges, customs charges and other costs incurred because of the refusal or non-collection may be deducted from the refund, except where the issue resulted from our error or where the Australian Consumer Law requires otherwise.

15. International Delivery Restrictions

Customers are responsible for checking whether the products they order may be lawfully imported into their destination country.

SIMCO Skincare may cancel and refund a product that we cannot lawfully or safely dispatch to the nominated destination.

If an international parcel is returned because of:

• an incorrect or incomplete address;
• failed delivery attempts;
• failure to collect the parcel;
• refusal to pay customs charges;
• failure to satisfy local import requirements; or
• refusal of delivery by the recipient,

we will contact the customer after the parcel has been returned.

The customer may be required to pay any additional delivery and return costs before the parcel is dispatched again.

16. Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

We will do our best to assist, but changes and cancellations cannot be guaranteed after an order has been processed, packed or prepared for dispatch.

Once a parcel has been dispatched, it cannot ordinarily be cancelled or recalled.

After delivery, an order may be returned only where it qualifies under our Returns, Refunds, Exchanges and Cancellations Policy or where rights apply under the Australian Consumer Law.

17. Split Deliveries

An order may occasionally be sent in more than one parcel because of product size, weight, fragility, stock location or shipping restrictions.

Where this occurs, the customer will not be charged an additional delivery fee unless the additional charge was clearly disclosed and accepted before the order was placed.

Separate tracking details may be provided for each parcel.

18. Contact Us

For questions about shipping, tracking or delivery, please contact:

SIMCO Skincare
Email: contact@simcoskincare.com.au
Website: www.simcoskincare.com.au

Please include your name, order number and a brief description of how we can help.