Our Products, and Returns & Refund Info
Our products are made in small batches to ensure quality and freshness. Patch testing prior to use is always recommended with our skincare and washes. We do not accept returns or refund for change of mind on any items we sell, or if you feel the products do not suit your skin type. Whilst we cannot please everyone, we do our best to offer both a natural and fragranced range of products that are suitable for most skin types.
With our range of skincare we recommend that it is always stored in a cool, dark place, and in hot or tropical climates refrigeration may be required. When applying the skincare always use clean fingers, and if the skincare is packaged in a jar not a pump bottle, a small cosmetic spatula can be used to take the cream from the jar if desired. Our natural skincare is best used within approximately 3 months after opening for optimum results.
We are confident that you will be satisfied with your purchase, however, should you have any queries in relation to our items and products, or the list of ingredients for a particular product, please do not hesitate to contact us via email. If you have purchased a product from us and have a concern, please alert us via email within 5 days of receiving the goods. We may require you to return the item/s (at your own expense) if you feel there is an issue with the quality. Photographic evidence of goods will be required. Once they have been returned to us in their unused and original condition, we will then assess the issue further and will contact you via email. Every single product and item goes through a quality control process; we will never send out products that are damaged in any way. Our assessment in regards to any issues will be acted upon fairly and our decision will be final.
If a particular product you want to purchase is out of stock, please feel free to send us an email and we will happily give an estimated time frame of when it will be available.
None of our products are tested on animals.
*DUE TO COVID-19, THE ESTIMATED DELIVERY TIME FRAMES FOR INTERSTATE FREIGHT HAVE BEEN LENGTHENED WITH INCREASE VOLUMES OF PARCELS AND REDUCTION IN AIRFREIGHT & TRANSPORT CAPACITY THEREFORE PLEASE ALLOW AT LEAST 7 - 14 BUSINESS DAYS FOR YOUR PACKAGE TO ARRIVE FROM TASMANIA DURING THIS TIME. THIS ISSUE IS OUT OF OUR CONTROL AND WE THANK YOU FOR YOUR UNDERSTANDING. Packages will be sent by standard post (generally through Australia Post) and will amount to a small flat fee of $12.95 Australia wide. Any orders over $100 qualify for free shipping. All orders over $200 will receive free shipping and a small gift to say 'thank you' for your support. Orders are usually posted out within 1-2 business days.
We take great care in protecting your purchased items for their journey to you and cannot take responsibility for any damage or loss caused by the courier service. If you feel your package has been damaged in transit please forward all complaints to Australia Post.
We do not send our packages internationally due to the incredibly high costs of postage and import duties and taxes. We apologise for this inconvenience.
LOCAL PICK UP is available when purchasing our products through our online store for those in (southern) Tasmania. Just select 'Local Pick Up' and no delivery fee will be charged. One of our beautiful stockists; Exquisite Style in Richmond, just 30 minutes from Hobart is open 7 days a week from 10-4pm and have their doors open for you to collect your parcel from. You can find them in the courtyard behind Sweets 'n' Treats; Shop 5, 50 Bridge Street, Richmond. You'll be notified by email once your parcel is ready to be collected (usually within 24 hours). Proof of purchase may be required showing your order confirmation number. Collection must be made within 7 days of purchase. While you're there, make sure you browse around Hayley's store, featuring her own jewellery and artwork. There is also a range of clothing, bags & purses and many more gorgeous gifts.
Orders & tracking numbers
Orders that have been submitted online cannot be cancelled or refunded. Once payment has been received and your package is ready to be dispatched, you will receive an email with your tracking number. You can use this number to track where your parcel is in the delivery process. Parcels will generally be sent out within 1-2 business days after an order has been placed. If your order is to be delivered to mainland Australia, please allow at least 5-7 business days for your package to arrive from Tasmania. *DUE TO COVID-19, THE ESTIMATED DELIVERY TIME FRAMES FOR FREIGHT HAVE BEEN LENGTHENED WITH INCREASE VOLUMES OF PARCELS & REDUCTION IN AIRFREIGHT CAPACITY THEREFORE PLEASE ALLOW AT LEAST 7 - 14 BUSINESS DAYS FOR YOUR PACKAGE TO ARRIVE FROM TASMANIA DURING THIS TIME. THIS ISSUE IS OUT OF OUR CONTROL AND WE THANK YOU FOR YOUR UNDERSTANDING. The stretch of water between this small island and the mainland slows down the process of postage significantly, so please be patient while your order makes its way to you. Please see the above statement in 'Our Products' in regards to the unlikely event of quality control issues; we take pride in our products and will never send you damaged goods. We do not accept refunds or returns for change of mind, or take any responsibility for damaged goods in transit that is out of our control.
We do our best to look after the earth that we've been given. Where possible we may reuse postage boxes and packaging material to keep your products safe in transit. Most of our packages will consist of recyclable materials; cardboard, tissue paper and wood shavings. Any pellets we may use are water soluble and biodegradable. We ask that you consider reusing or recycling any packaging too. Our vessels and jars can also be up-cycled; the candle and bath soak jars are especially great for storage or for displaying your freshly cut flowers. Our diffuser jars can be also used for freshly cut flowers or you can reuse them by purchasing one of our fragrance diffuser refills with reeds.
Secure online checkout
Your credit card details are never kept by Salamanca Skincare Company. The website and checkout uses the SSL certificate provided by Shopify. Please see our Privacy & Disclaimer page here.
All images are copyright and joint property of Salamanca Skincare Company and Chelko.