FAQs

 

ONLINE STORE

1. Do you have a physical retail store?

No we don’t. We’re an online business and orders can only be taken via our website at www.n-essentials.com.au. Orders must be placed before goods can be picked up as we often do not prepackage any of our products – we make to order as orders come through.

2. Do you have a showroom?

No unfortunately. We only have a factory warehouse in Melbourne where customers can drop by to collect a prepaid order that has already been packaged.

 

ORDERING AND DELIVERY

3. Do I need to create an account to use your website?

No, you don’t need to create account to browse our website. However, if you would like to place an order, then you’ll be prompted to provide your contact and delivery details during the checkout process. It’s best to register an account with us so that you can track the status of your order as well as the details of previous orders placed. We’ll also be able to send you special offers that have been tailored to your needs.

4. Can I receive wholesale prices if I register an account with you?

The prices displayed on our website are already wholesale prices for the quantities displayed. For larger bottle/pack sizes not shown, please feel free to email us with the product(s) you’re interested in and their quantities and we’ll provide a competitive quote.

5. How can I receive special offers and discount coupon codes?

Subscribe to our email newsletter to receive special offers and discount vouchers. Ensure that your email inbox will accept mail from us otherwise the newsletters will go directly to your junk email folder. So be sure to whitelist our email address.

6. When can we pick up our orders?

Please allow us a lead time of 2-3 business days for us to pack and process your order. We’ll send you an email to advise that your order is ready for collection. Please do not arrive to collect your order before you receive this email. If you’d like to pickup at a certain day or time, please contact us and we’ll do our best to accommodate. Pickups are only available Monday to Friday from 9am to 5pm. We’re not open over the weekends or public holidays.

7. How long will my order take to ship to me?

Delivery times will vary depending on where the delivery address is. For delivery within Australia, see our Shipping Times reference table. Shipping times to overseas destinations will take longer and will depend on how long your local Customs Authority takes to process your consignment.

8. Do you ship to my country?

Yes we ship to all over the world. Our website is able to automatically calculate shipping costs during the checkout process.

9. How much are shipping costs?

Shipping costs depend on the total weight of your order as well as the delivery postcode. During the checkout process and before you proceed to payment, our website automatically calculates the shipping costs when you place items into the shopping cart and enter in the delivery postcode.

10. Do you offer free shipping?

Only as part of special promotions that we offer from time-to-time. Subscribe to our email newsletters to be eligible.

11. I would like to change my contact and address details. How do I do that?

Simply sign into your account in the top right hand corner and select the “Account” link also in the top right hand corner.
Once in your account, to change your contact name, email or password, click on the link “Account Settings”. If you’d like to change your billing or shipping address details, click on “Addresses”.

12. How do I get a copy of my receipt and/or invoice?

A copy of your tax invoice will be included with your order and can be downloaded online by logging back into your account and looking for the relevant order.

13. Do you take phone orders?

Yes we can take phone orders for an admin fee of $15 per order.

14. What are your payment options?

For Australian customers, we accept credit card payments and bank deposits. We also accept cash payment on pick up from our warehouse in Melbourne.

For International customers, we only offer payment by credit card.

15. Do you accept Paypal or Afterpay payments?

No as Paypal and Afterpay merchant fees are relatively high. We would like to keep costs to a minimum so that we can pass on the cost savings to our customers.

16. Do you have any cancellation fees? 

Yes we charge a cancellation fee of 5% for all credit card prepayments. This is to cover the unexpected costs of cancelled orders where a pre-payment was made via credit card. No cancellation fee applies for payments made via bank deposit or via cash.

 

PRODUCTS

17. Do you have a printed catalogue or price list?

No we don’t. We turn over our stock fairly quickly and printed material will become obsolete as soon as it comes off the press!

18. Do you have samples?

We have small bottles on our website that customers can purchase to use as samples or for testing purposes.

19. How do you package your products?

Essential oils: small sizes up to 100ml are packaged in amber glass bottles whilst sizes 250ml, 500ml and 1 litre are packaged in lacquered aluminium bottles. Larger sizes will be in plastic jerry cans, cubes or drums. However, we reserve the right to change our packaging without notice.

It is advisable that after purchasing large pack sizes of essential oils that the oils are immediately decanted into smaller dark-coloured glass or lacquered aluminium bottles. Note that some essential oils such as lemongrass, thyme, cinnamon leaf and cinnamon bark, are not suitable for storing in aluminium bottles that are not internally lacquered with an epoxy phenolic coating. These oils have constituents that can cause the aluminium to be damaged and leach into the oil.

For more information about our essential oils, please refer to our Essential Oils and Carrier Oils Information Guide.

Carrier/Vegetable oils: packaged in amber plastic bottles or plastic jerry cans or cubes

For more information about our carrier oils, please refer to our Essential Oils and Carrier Oils Information Guide.

Other liquid goods: packaged in amber plastic bottles or plastic jerry cans or cubes

Butters: packaged in clear, resealable, ziplock, stand-up pouches or plastic poly bags for larger blocks

Clay powders: packaged in clear, resealable, ziplock, stand-up pouches or plastic poly bags for larger blocks

Salts and other dry goods: packaged in clear, resealable, ziplock, stand-up pouches or plastic poly bags for larger blocks

20. How best to store your products?

The majority of our products are perishable and as such, it is advisable to store them in a cool, dark place or even better if possible, in the refridgerator.

21. Are your products suitable for cooking or for ingesting?

We’re a skincare company and are not licensed to sell anything for internal consumption. Irrespective of the licensing, our products are not suitable for taking internally.

22. Why can’t I see an “Add to Cart” button in some product listings?

The “Add to Cart” button is not available when a product is out of stock. And unfortunately at the moment, the system won’t be able to send an email notification to notify you when the product is back in stock. This is a feature that we hope to implement in the near future.

 

Last updated: 1 October 2019