Shipping policy
Last updated: 27 July 2025
At The Lotion Pty Ltd, we’re committed to getting your order to you safely and promptly. This Shipping Policy outlines how and when your order will be processed, shipped, and delivered.
By placing an order on thelotion.com.au, you agree to the terms below.
Processing Times
Orders are typically processed within 1 to 2 business days, excluding weekends and public holidays.
During sales, product launches or promotional periods, processing may take up to 3 to 4 business days.
Once dispatched, you’ll receive a shipping confirmation email with tracking information.
Shipping and Delivery
We ship from Victoria, Australia, using Australia Post and other trusted carriers.
Standard shipping usually takes between 2 to 7 business days.
Express shipping usually takes between 1 to 3 business days.
If international shipping becomes available, delivery may take between 7 to 21 business days depending on the destination.
Delivery timeframes are estimates only. Delays caused by carriers, weather, holidays, or customs are outside our control.
International Orders
We currently ship within Australia only. If international shipping is enabled in future, any customs duties, taxes, or import fees will be the responsibility of the recipient.
Order Tracking
Once your order is dispatched, you will receive an email with your tracking number.
Tracking updates may take up to 72 hours to appear.
If your tracking hasn’t updated after that time, please contact us at info@thelotion.com.au and we’ll investigate.
Undeliverable or Returned Parcels
If a parcel is returned to us due to an incorrect address, failure to collect, or refusal at delivery, we will contact you to arrange redelivery. Additional postage costs may apply.
If you choose not to have the order resent, a refund will be issued minus shipping fees.
Delays, Loss or Non-Delivery
Once dispatched, The Lotion Pty Ltd is not liable for delivery delays caused by the shipping carrier or external circumstances.
If your parcel has not been delivered within 14 business days, please contact us and we’ll assist with tracking or initiate a claim.
We may offer a replacement or store credit, subject to investigation and discretion.
Damaged Parcels
If your parcel arrives damaged, please email info@thelotion.com.au within 48 hours of delivery.
Include your order number and clear photos of the damaged product and packaging.
We will assess and may offer a replacement or store credit where appropriate.
Authority to Leave (ATL)
If you choose the Authority to Leave option at checkout, your parcel will be left at your address without signature.
The Lotion Pty Ltd is not liable for loss, theft or damage once the parcel is marked as delivered.
Shipping Limitations
We do not ship to PO Boxes for express deliveries, freight forwarding addresses, or areas deemed undeliverable by our carriers.
Need Assistance?
For any questions about your delivery, shipping method, or parcel status, please reach out to:
Email: info@thelotion.com.au