FAQ

Shipping & Delivery

At Herbana we believe in getting your toxin-free goodies to you as quick and as sustainably as we can. Everything is picked and packed either that day or the next business day and we send all our orders 100% plastic free in gorgeous recycled boxes with paper tape (read more about that here!)

All orders are shipped from Perth (Monday – Friday)

Australian Orders

For most destinations, you will receive your order within 2-5 working days however, some remote destinations may take a little longer.

Standard Shipping – AUD $10

Express Shipping – AUS $15

International Orders

Most destinations worldwide will be delivered to within 5-10 working days, however remote destinations may tale a little longer depending on customs regulations within your country. Unfortunately Herbana cannot guarantee these exact shipping windows.

Deliveries are made during normal business hours.

All international deliveries must be signed for.

New Zealand – AUD $15

All Other Countries – $ AUD20

Tracking your order online

Upon dispatch of your order, a consignment note number will be emailed to you for ease of reference. You may track the progress of your shipment at any time, via the designated shipping companies’ website tracking facilities.

International Shipping Charges, Duties & Taxes

Our retail prices and shipping charges exclude any local customs duties or taxes/VAT. Customs duties and taxes are additional fees charged by local authorities and vary country to country. All additional fees are the responsibility of the customer. Herbana encourages customer to source this information prior to purchase. Unfortunately, Herbana is unable to provide information relating to the cost of unexpected taxes or duties as these charges vary and are beyond our control.

China Deliveries

Customers from China can place an order up to 1000 Chinese Yuan Renminbi (equivalent to approximately $200 AUD depending on the exchange rate at the time) due to importing regulations.

Exchange Rate

International Orders will be charged in Australian Dollars (AUD) as per your order confirmation. The final transaction charge to your account may vary slightly due to momentby-moment exchange rate fluctuations.

Frequently asked questions

Australian Deliveries

To ensure that your order arrives safely we require Australia Post to get a signature on delivery. If you do not want this option and are happy for Australia Post to leave your order on your doorstep or in your letterbox, you can select the ‘Authority To Leave’ option at checkout. You can also provide delivery instructions in the comments section which will be included on your package.

Please note that Australia Post use their digression with deliveries and if there is nowhere safe to leave the order, they may take your order to the closest post office.

Any packages marked ‘Authority To Leave’ are at your own risk and cannot be replaced if they go missing.

International

All international deliveries must be signed for.

Australia Post use their discretion with deliveries and if there is nowhere safe to leave the order, they may take your order to the closest post office even if you gave the ‘Authority To Leave’ your parcel. We cannot guarantee that your parcel will be left when requested. If you have ticked the ‘Authority To Leave’ and your postman has not left your parcel, please call your local post office to discuss this.

Unfortunately, we cannot change or correct any order information once your order has been processed. Please ensure that the correct post codes and street addresses are entered and that if you have sent your package to an office building, please add your company name to avoid your package being sent back to us.

If the incorrect address was entered, sometimes this can delay an order by up to 3-4 weeks as the parcel will eventually be returned to us. Herbana covers the return cost of the parcel back to us, but we may request payment to resend this out to you.

Unfortunately, due to the nature of being an e-commerce store that endeavours to pick and pack your orders as fast as we can to get them out to you, our orders are immediately processed through our warehousing system. We are unable to make any changes or provide shipping refunds once an order has been processed.

Returns & exchanges

We understand that not every product you purchase online will suit your needs. Because of this we accept returns for store credit on products that are unopened, unused and in the same condition that they were bought as per the Australian ACCC Consumer guarantee guidelines. These goods must be returned in a sellable condition with packaging and seal intact.

Please email customer service at orders@herbana.com.au with your request and we will guide you through the returns process.

Products must be sent back within 7 days from original receipt of goods. Your proof of purchase / order information must also be included in the return.

We strongly advise to return your order with tracking as we can’t be responsible for items that go missing before they reach us.

Please note we don’t refund delivery costs.

Any Herbana Dollars earned on your returned item will be deducted from your account.

Please note that excessive and unreasonable returns may be declined at our discretion.

For hygiene reasons we cannot accept returns on personal care without a seal (face, body hair and essential oils, underwear or intimate products (including but not limited to Hannahpad and menstrual cups).

If you are unsure whether a product can be returned, please contact us. Any item that is returned that doesn’t meet these criteria’s will be returned to the customer at their shipping expense. We are always happy to take a look at photos and answer questions before you return a product.

If your item is damaged or faulty please contact us at orders@herbana.com.au within 48 hours of receiving with a photograph of the damaged item and we will organise for a replacement to be sent out.

If for any reason there is an issue with your order and you have been sent out an incorrect product or there is a product missing, please email the following information to orders@herbana.com.au so that we can guide you through the replacement process.

  • Order number
  • Item ordered
  • Incorrect item that you received

We choose our products carefully and disclose all ingredients. It is not uncommon for people with sensitivities to react to a variety of natural ingredients in natural and organic products. Unfortunately we are unable to accept returns for any opened or used product due to allergy, sensitivity, reaction or simply because you don’t like it. We put the full list of ingredients on the website so please look at these carefully before purchase. We are very happy to answer any questions about our product range if you need advice so please email us with any of your questions.

If you believe you have had an allergic reaction to a product, please take a photo of the reaction and email it through to us.

Orders

Once an order is placed and paid for you should receive an order confirmation email. If for any reason the payment didn’t go through we will send you an email to let you know and provide some payment options for completion.

Unfortunately once an order has been placed no changes can be made. As much as we would love to add to your order or change an item we simply can’t as all orders are processed through our warehouse system immediately.

For change of mind on an item you are able to send it back to us unopened and unused for a credit note within 7 days of receipt. Please see our returns and exchanges section.

“The greatest threat to our planet is the belief that someone else will save it.” – Robert Swan, Author.

Sustainability is a value we are super passionate about and we nerd out on researching ways our business can perform better from an environmental stand point. For all our orders we use environmentally responsible packaging and are 100% plastic free with our parcels, even the tape our boxes use is made from paper. Our mailer boxes are all made from recycled packaging and we also reuse packaging that is sent to us. Please reuse, recycle or compost your packaging accordingly.

If you receive any white ‘plastic beans’ in your orders these are corn-starch peanut. We don’t buy them, sometimes we receive them from suppliers and repurpose them in your orders. These are biodegradable and dissolve over time or in water.

You can read more about us and our ethics here.

Ingredient Policy

Every product in the Herbana store is hand selected using a strict set of criteria that we call The Herbana Standard. Read more about it here.

We stock a range of ethical brands with a focus on fair trade, sustainability, brands that do not test on animal and that all have a strict ingredient policy that aligns with The Herbana Standard.

Our products come from all over but we do have a focus of stocking 50% Australian brands and only the best international labels that specialise in Certified Natural and Certified Organic products. We look for brands with organic certifications, award winning product lines in natural beauty and for brands who share our philosophy for giving back and philanthropy. Read more about our ingredient and buying policy here.

Security & Privacy

User Accounts & Loyalty Program

If you have an account you are already part of the Herbana Rewards Club. If you don’t have an account, you can create one when you purchase at the checkout, or at any time here.

Your sign up discount code is in your ‘Welcome’ email. If you cannot find your email (please check your junk folder first) you can also find a copy of the code saved in your ‘My Account’. Please contact us if you are unable to find your code and we will be happy to help.

Your newbie 10% off Herbana Rewards offer is valid for 7 days from the date you joined and you must be signed into your account to use this 10% offer code. To redeem your discount, go to the checkout and type your code into the Discount Code field and hit the Apply button. You should then see that your discount has been applied to your cart value.

You discount code is only valid if applied to your cart before purchase and cannot be applied after your order has been placed. If you experience a problem adding the discount code to your cart, please try again. Some browsers don’t allow for copy/paste so try entering the code in manually.

After you have joined Herbana Rewards you will be able to start earning points to redeem dollars off your future orders. We have a points system that equates to your Herbana Dollars (for every $20 AUD spent you receive $1 Herbana Dollar.)

Every $1 you spend earns 10 points
200 points = $1 Herbana Dollar

Herbana Dollars are earnt on every purchase that is processed through the website at checkout. Your Herbana Dollars will be calculated on the total amount after all discounts, credits and vouchers are redeemed.

To see how many points you have earnt go the ‘My Account’ section of the website.

Herbana Dollars can also be earnt when you review your past product purchases and when you Refer A Friend. In the ‘My Account’ section, you will be able to see all your past purchases and will be able to review your products for Herbana Dollars. You will also be able to Refer A Friend earning you Herbana Dollars when they place their first order.

If you have forgotten your password, click the ‘forgot my password’ link when trying to sign in and just pop your email address into the Forgotten Password Form. If there is an active account with this email address you will be sent an email so you can create a new password for yourself.

This is the only way to get a new password as no one can see your password but yourself, not even us ☺

We can’t merge accounts so please pick one and keep it as your primary account.

No, receiving our emails doesn’t necessarily mean that you have a Herbana Reward account. If you are unsure, please email us and we will be happy to help search to see if you have created a Herbana Account.

Unfortunately we are unable to backdate and add Herbana Dollars to old orders places. If you would like to sign up for an account now, you will be able to receive a 10% offer code for joining ☺

Your Herbana Dollars need to be used within 6 months of receiving them, after this time they will automatically expire.

Unfortunately not as the Herbana Dollars were given out to the account that purchased the gift voucher so they are unable to be doubled up when the gift voucher is redeemed.

Unfortunately we are unable to add points to your account on our system after, they are accrued automatically at checkout. Sorry!

Unfortunately we are unable to refund any Herbana Dollars that weren’t applied to your order at checkout.

Review Information

To write a review, you must have purchased the product from the Herbana online store under your account. Herbana Dollars are accrued when you review one of your products.

All you need to do is login to your account and review to earn your Herbana Dollars!

The system automatically adds 10 points to your account for every review made and you can see your points going up on your ‘My Account’ page where your points and their equivalent Herbana Dollars are displayed.

Here you will also be able to see what products you have bought and what products are still to be reviewed. Points are accumulated for both positive and negative reviews. All you can see on the review is your first name so the reviews are totally anonymous.

We are required by the ACCC & Australian Law to monitor all reviews on our website to ensure that they are genuine. Please read our “Review Guidelines” for more information on this. Any reviews that breach our review guideline will be deleted and any Herbana points accrued taken off the associated account.

Herbana is required to monitor all publicly posted product reviews on our website in accordance with Australian law and the ACCC guidelines. We are required to remove any reviews that appear fake, defamatory, offensive or irrelevant.

We may need to edit your review in parts to ensure that it complies with the ACCC guidelines, that means the removal of any words that are perceived as offensive, rude or irrelevant or any words that relate to causing or curing a disease or medical condition. This also includes reviews that state a product resulted in disease or a medical condition (including allergic reactions).

All reviews on our website are anonymous to the public. We want to encourage our customers in sharing their honest reviews – all the good as well as the bad. This way it is easier to shop as a customer and from our point of view, we get an honest read about the products we are stocking for future buying purposes.