COVID-19 UPDATE

Due to COVID19 our Australian and international shipping is taking much, much longer than usual. We are all having to be so much more patient. Unfortunately this is out of our control and we appreciate your understanding while the world moves through these unpredictable, unprecedented and evolving times. We will continue to send the orders out within 1 - 2 business days and provide you with all the tracking information that we have, but we can not guarantee when they will arrive. 

How is shipping perfume different from other products?

As many of our perfumes have an alcohol base, according to IATA international shipping guidelines it means they are considered a ‘dangerous good’. We know it seems funny to think that your favourite perfume is a ‘dangerous good’! This means we have to work with shipping and freight companies that specialise in working with ‘dangerous goods’.  One of the restrictions for this type of product is they can’t travel by air, and so need to go via road, rail or sea. This means they can take longer than other products to make their way to their destination. We appreciate your understanding and patience. As always, we provide you with all the tracking information that we have, so you can follow its progress.

When will I receive my order?

We always endeavor to get your order out as soon as it comes in but please allow 4 – 5 business days in Australia, and internationally will depend on international shipping conditions and your location. As always, we provide you with all the tracking information that we have, so you can follow its progress.

If you need express delivery, please contact us directly on hello@sensoriam.com and we will work with your request.

These estimates are subject to change and given as indications only.

We do not ship orders on Saturday, Sunday or public holidays. 

Currently, during COVID times, shipping times have been unpredictable and longer than usual. We apologise for this, and always endeavour to keep you updated. 

If you are in Sydney, our Scent Station is available by appointment in our Bondi office for you to come and sample and/or pick up orders if that is faster for you. 

How do I change the shipping address?

As we prepare and ship orders within 1 - 2 business days of the order, we can only accept a change of shipping address up to 8 hours after an order has been received by our system. Send an email to hello@sensoriam.com within 8 hours of ordering with your Name, Order Number, current shipping address and your new shipping address and we will make that change. Any requests received outside of that 8 hours after ordering, we can not guarantee we can make that change. 

How do I know if my order has been successful?

You will be sent a confirmation email within 24 hours once you have submitted your order. If you don’t receive a confirmation email then please contact us at hello@sensoriam.com 

We provide you with all the tracking information that we have, so you can follow its progress.

Can I change or add to my order once I have submitted it?

As we prepare and ship orders within 1 - 2 days of the order, we can only accept a change to an order up to 8 hours after an order has been received by our system. If you decide you would like to change your order, please email hello@sensoriam.com within that 8 hour period and we will endeavour to assist you with your request. Any requests received outside of that 8 hours after ordering, we can not guarantee we can make that change. 

Are there any other expenses with international orders?

We love to send our incredible natural perfume products all over the world. It is one of our missions to help as many people as possible find their favourite natural perfume. Shipping perfume internationally has restrictions due to perfume with an alcohol base being considered a ‘dangerous good’ under IATA international shipping guidelines. 

What happens with lost packages, delays or damage?

We encourage you to please choose carefully. We do not give refunds or exchange for change of mind purchases, or have an unwanted gift. In order to ensure product integrity, we are unable to resell your returned products.

All of the minisets are a great way to sample the perfumes to ensure you choose the one that is right for you. 

If you accidentally selected the incorrect product when ordering online, please contact us immediately at hello@sensoriam.com in order for us to rectify the selection if we can. Sensoriam does not refund for incorrect purchases, and is not responsible for incorrect orders placed by you. However, if approved, you may return the product as long as it is unopened and in its original packaging. You will be responsible for the return postage fees.

If you received the incorrect product or there was damage to the product in transit, please contact us at hello@sensoriam.com within 48hrs of receiving the product for approval to return or exchange. We may require you to send us photographic evidence of the damaged product, or delivery error for insurance purposes. If approval is granted, Sensoriam will refund initial postage fees charged.

For all instances, please contact Sensoriam within 48hrs of receipt of purchase in order for us to be able to process your return or exchange smoothly. All products must be returned within 14 days of receipt of purchase and also accompanied by the original purchase receipt.If you have any questions about Returns or refunds feel free to contacts us at hello@sensoriam.com 

Return Process:

• Email us at hello@sensoriam.com with your receipt and all details of why you would like to return your product.
• Return the goods to us in their original condition within 14 days of delivery. Please ensure that the parcel is properly sealed and secured and ensure our email correspondence is contained in the parcel along with the original invoice details. This is to ensure the logistics team that receives the returned goods can identify it easily and have it assigned to your account.
• We will process the return within 5 to 10 business days of receipt of the goods and contact you via email.

Tracked deliveries that cannot be delivered because you are unavailable will be shipped again at your expense or cancelled. We cannot be held responsible for lost packages or delays although we will do our best to sort it out with the shipping company.

We always endeavour to have our website up to date in regards to stock availability. However, it is subject to change as our brands modify their range and stock availability. If one of the items that you have ordered is temporarily or permanently unavailable, we will send you an email as soon as we know. You will then have the option of modifying or cancelling your order. In case of a cancellation because of the temporary or permanent non-availability of items, we will give you a full refund as quickly as practicable. 

What type of packaging materials do you use?

Our boxes are made from 100% recycled paper products. The inner filling is recycled paper. The satchel delivery bag that your box is delivered in is made from biodegradable materials.