Delivery methods and charges
Delivery Areas
5th Element Wellness delivers both nationally and internationally. We aim to reach our customers wherever they are to ensure they enjoy our top-quality wellness products.
Delivery Charges
Delivery charges are calculated based on the size and weight of the items, and the delivery location. The total delivery cost will be displayed at checkout. We offer free delivery for orders above $130.
Delivery Times
We aim to provide next-day delivery for orders within Australia, provided the orders are placed before our daily cut-off time. For international orders, delivery times will vary depending on the destination. Please note that delivery times are subject to the terms and conditions of our delivery partners and we cannot guarantee the same.
Tracking Your Order
Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can use this number on our delivery partners’ websites to track the status of your delivery.
Failed Deliveries
If you are not at home at the time of delivery and the courier is unable to leave the package safely, a card will be left at your address with details of how to collect your order or arrange a re-delivery. If the order is not collected within the courier’s stipulated timeframe, it may be returned to us and a re-delivery fee may apply.
Damaged or Lost Orders
5th Element Wellness is not responsible for any damage or loss of items once they have been collected by our delivery partners, AusPost or our third-party courier. If you experience any issues, please contact the relevant courier service directly.
Change of Address
Please ensure your delivery details are correct at the time of placing your order. We are unable to redirect orders once they have been dispatched. If delivery is made to an incorrect address, a re-delivery fee may apply.
International Shipping
We are proud to offer international shipping to select destinations. Delivery costs and times will vary depending on the destination. Please note that international orders may be subject to customs charges and delays, which are beyond our control.
Please note that all delivery times are estimates and 5th Element Wellness is not responsible for delays due to weather, delivery carrier factors, customer error, holiday-related delays, customs delays, or any other unforeseen factors.
For any further queries related to our delivery policy, feel free to contact us.
Returns Policy
14 Days Return Policy
We want to make your online shopping experience as easy as possible. We are happy to provide a store credit or refund for any items that are unopened and unused within 14 days of purchase and have not been marked as, “Sale”, at the time of purchase, unless it is faulty. Contact us at reception@5ew.com.au
FAULTY PRODUCT
Something not quite right? If you have received a product that you believe to be faulty, please contact us! Email reception@5ew.com.au with a detailed description, and any photos you are able to send through.
INCORRECT ITEM or DAMAGED ON ARRIVAL
If you have received a damaged item, or something that you didn’t order, please take a photo, and contact us at reception@5ew.com.au within 7 days of receiving your order.
CHANGE OF MIND
We all change our mind sometimes! If you have changed your mind about an item you have ordered, we’ll need to receive it back to us in the same condition it was delivered to you: unopened, in its original packaging and unused. Return shipping is at the customer’s expense.
Delivery Delay or Unfulfilled Order Policy
Order Confirmation:
Once you place an order with us, you will receive an order confirmation email. This email will contain details such as the order number, the list of items ordered, and the expected delivery timeframe.
Delivery Delay:
If the delivery of your order has been delayed beyond the stated delivery timeframe in your order confirmation, we kindly request you to wait an additional 3-5 business days, as minor delays may occur due to reasons such as shipping carrier delays, weather conditions, or high order volumes.
Order Not Received
If you have not received your order after the additional 3-5 business days have passed, please contact our customer service team. Provide them with your order number and any other relevant details. They will investigate the issue and strive to resolve it as soon as possible.
Investigation Process:
Once we receive your complaint, we will begin an investigation with our shipping carrier. This process may take up to 14 business days. We appreciate your patience and understanding during this time.
Resolutions:
After our investigation, if it is determined that your package has been lost in transit, we will either resend the items to you at no extra cost or provide you with a full refund.
Backordered Items
An item is considered “backordered” when it is not available for immediate shipment because it is not currently in stock. However, you can still order these items, and we will ship them to you as soon as they become available.
Delivery Timeline: We endeavour to dispatch backordered items within 1-2 weeks of your purchase date. However, these timelines are estimates, and actual delivery dates may vary based on our suppliers’ ability to restock these items.
Notification of Delay: If there is a delay beyond the provided 1-2 week estimate, we will notify you via email with updates regarding the new expected delivery date.
Shipping of Backordered Items: Backordered items will be shipped to you as soon as we receive them. This means your item could be dispatched within the 1-2 week timeframe or earlier if we receive the stock ahead of schedule.
No Cancellation: Please note that once an order for a backordered item has been placed, it cannot be cancelled. We understand this might create inconvenience in certain circumstances, but this policy allows us to manage our inventory and ensure that all customers receive their order in the shortest possible time.
Incorrect or Defective Items Policy
Incorrect Items: If you have received an item that is different from what you ordered, please contact our customer service team within 7 days of receiving your order. Provide them with your order number, a description of the incorrect items, and any other relevant details.
Defective Items: If you receive a product that is defective or damaged, please get in touch with our customer service team within 7 days of receipt. Include your order number, a description of the defects, and preferably photos documenting the issue.
Return Process: Once we receive your complaint, we will provide you with a return label for you to ship the item back to us. Please return the item in its original packaging, if possible.
Investigation: Upon receipt of the returned item, we will conduct an investigation. If the item is indeed incorrect or defective, we will either send a replacement at no additional cost or issue a full refund to your original payment method, based on your preference.
No Refund or Replacement: If the product returned is determined not to be defective or incorrect, or if the damage is deemed to be caused by misuse or mishandling by the customer, no refund or replacement will be provided. The item can be sent back to you, but the customer may be responsible for the shipping cost.
Health and Safety: Due to health and safety regulations, we cannot accept returns of opened or used supplement products, unless they are incorrect or defective.
