FREQUENTLY ASKED QUESTIONS / TERMS & CONDITIONS
These Frequently Asked Questions form Aroma Queen's TERMS AND CONDITIONS
and it is assumed that by completing an order you have read and are agreeing to adhere to them.
SERVICE WITH A SMILE:
At Aroma Queen we strive to offer professional, friendly service, and as such our workplace is a happy one. On the very rare occasion that a customer chooses to be rude in their dealings with us, their account will be de-activated and they will be asked to purchase elsewhere.
AROMA QUEEN RESERVES THE RIGHT TO REFUSE SERVICE TO ANY CUSTOMER, AT OUR DISCRETION.
AROMA QUEEN IS AN AUSTRALIAN WEBSITE
All prices quoted within this website are in Australian dollars (inclusive of GST), and all freight costs quoted are for shipping WITHIN AUSTRALIA ONLY. We're very sorry but we cannot ship overseas due to the high expense / long delays, and as many of our products are not suitable for international air shipping.
1 PLACING AN ORDER
How is postage calculated?
We post via Australia Post, and all postage costs are calculated depending on the total weight of the items in your order, and your postcode - once you have entered your postcode on the shopping cart page you will see the postage cost for the items currently in your cart.
As a handy tip, you may be able to add additional small items (eg incense or essential oils) without increasing the postage cost, if it doesn't move the weight into a heavier bracket: just try adding items or changing quantities to get better value for money on your shipping costs. Australia Post's minimum weight for a parcel is now 'under- 500g', so it's usually more economical to purchase a number of small items as often they can be posted for the same cost as just the one. Feel free to play with the items and quantities in your shopping cart to get a sense of shipping costs, before committing to place your order.
Will I receive a confirmation when I place my order?
You will! Our system automatically sends an email notification as soon as your order has been placed, which confirms your delivery and order details - please do check that everything looks correct and let us know ASAP if you spot any problems. We will also send a separate email confirmation once your order has been shipped, which will include Australia Post tracking details if your package is of a trackable size. If you do not receive these confirmation emails, please check your SPAM folder first as many emails end up in there. If you haven't received anything within a few hours just email us with your details and we'll confirm whether everything has gone through correctly - you may have entered the wrong email address when placing your order.
Can I change an order once it has been placed?
Please make sure everything in is correct before placing your order, as your payment will be automatically finalised as soon as you confirm your payment details which means we're unable to make adjustments or add items to your order. If you've realised there is a problem before we've packaged and posted your order, we may be able to alter the order if there's an issue - just email us with your requirements and we'll do our best to sort it out for you. Email us at - [email protected]
Can I change my log in information?
Once you've registered we are unable to change your login email address, so if you have made an error or changed your email we recommend you re-register from scratch with the correct address the next time you need to place an order. If you'd like to change your password just send us an email and we can set your registration to prompt you for a new password the next time you log in (or you should be able to do this yourself from the MY ACCOUNT screen, if you're logged in). Any other information, such as shipping address details etc, can be easily adjusted or updated when you're placing an order.
Do you offer wholesale pricing?
AROMA QUEEN IS NOT A WHOLESALER.
Please scroll down to Section #6 - WHOLESALE ENQUIRIES: we are not wholesalers and so are unable to offer significant discounts. As we only sell online we aim to keep our prices as low as possible, for all of our customers, every day, and this generally doesn't allow for room to give additional discounts. Scroll down to Section #6 for more details.
How about a discount if I place a large order?
Our prices are generally as low as we can make them, however if you're looking at placing a particularly large order we offer a 5% discount for orders with items to the value of $500 or more (not including postage) - this will automatically be applied on the cart page, under 'discount'.
Many of our popular items are also available in multi-packs or larger quantities for a slightly discounted price - check each listing for options. If you're looking at a bulk amount of any product (eg volumes of a litre or more of an essential oil, or quantities of several hundred of smaller items), and it's not already listed as an option, just email us at [email protected] and we may be able to list it for you. We're sorry but we're unable to offer additional discounts on items that are already offered in larger sizes or quantities, aside from the automatic 5% discount as mentioned above.
2 PAYMENT OPTIONS
How can I make payment for my order?
Choose from the following payment options:
VISA OR MASTERCARD
Credit card payments are processed through our secure payment gateway, and will be approved immediately if all is in order. Do make sure you double check all details are correct before confirming your payment as if there is an error your order will not be processed. Sorry - AMEX / DINER'S CLUB cards are NOT accepted.
If you'd prefer not to enter your account details via our secure gateway, we recommend making payment by BANK DEPOSIT:
DIRECT BANK DEPOSIT
Direct deposit bank payments can be made to our National Australian Bank account either over the counter at your local NAB branch, or through internet banking. Our account details will be provided when you checkout if you choose this option (and can also be found on your order confirmation). Bank Deposit payments usually take around two days to clear.
PLEASE NOTE - IF YOU ARE NOT READY TO MAKE AN IMMEDIATE DIRECT DEPOSIT PAYMENT:
By placing a direct deposit order we assume that you are ready to make immediate (or fairly quick!) payment to complete your order, and that your payment will be received within one to two business days. If you are not in a position to make your payment for some time, we ask that you wait until you are ready to make a payment and then place your order at that time, instead of placing an order in advance. As we have many fake orders placed by people who have no intention of actually making a payment, if we receive a direct deposit order and no payment or responses to emails etc, your account will be automatically de-registered and you will not be able to place orders from Aroma Queen in the future.
PAYPAL - ORDERS PAID BY PAYPAL WILL INCUR A 2.4% PAYPAL SURCHARGE
A Paypal Surcharge (calculated as 2.4% of the total value of your order, including shipping) will be automatically added to your total when paying by this method, due to the increasing costs and issues associated with Paypal payments - see below. The Paypal Surcharge figure, which represents only some of the fees charged to us by Paypal, will be reflected on your invoice and email confirmations under the 'Discount / Adjustment' field. To avoid this surcharge just choose either VISA, Mastercard or Bank Deposit as your payment method - these do not incur any surcharge.
If you choose to pay by Paypal, you will be redirected to Paypal's website to login and make payment for your order. After making payment, please wait until you have been redirected back to our website, before closing your screen.
Why do we add a surcharge for Paypal?
Paypal charges every business transaction fees as well as a percentage of every sale. Most sellers pass this fee on to their customers in the form of higher prices for everybody, but as it's important to us that we offer the best prices possible we only pass the surcharge on to those who choose to pay via Paypal. This way anyone choosing our alternate payment methods (Credit Card or Direct Deposit) will not be penalised by higher prices. Recent legislation has come into effect to ensure no business charges exorbitant payment fees; while Paypal transactions are not actually covered by this legislation, we still ensure that we pass on as low a surcharge as possible (not even covering the entire fee we are charged), as well as offering clear alternatives to enable you to avoid these fees.
How does AQ ship orders, and how often? Can you ship via Express?
HOW DO WE POST?
We ship our orders via Australia Post. Postage costs are calculated depending on the weight of your order and your postcode, which you can check on the CART page without committing to an order - just enter your postcode in the Calculate Shipping box.
All full-postage items (shipping of $8.40 or over) are sent with Australia Post tracking. You'll receive email confirmation with your tracking number as soon as your order is in the post so you can follow its progress on www.auspost.com.au. Bear in mind that we are in a regional area so shipping does take a little longer than when posting between capital cities. If there are any unforeseen delays to sending your order, we will contact you.
HOW OFTEN DO WE POST?
We typically post two to three times each week - generally Mondays and Fridays around lunchtime, and another day inbetween. During busier times such as the lead up to Christmas we usually post daily. While we always aim to get your order on its way to you as quickly as possible, as we are in a regional area not near a post office, we cannot offer to rush an order or guarantee an exact posting time, so if you're in a hurry we do recommend allowing as much extra time for delivery as possible.
CAN WE SHIP VIA EXPRESS?
We are unable to offer an Express Post option as we are in a regional area, outside the Australia Post Express Post zone.
To minimise the risk of your package being stolen after delivery to your premises if you're not at home to accept it, we generally mark packages as DO NOT SAFE DROP. If this is a problem for you please see below on how to request your order be marked as 'safe' to safe-drop.
PLEASE NOTE: Aroma Queen uses Australia Post's PARCEL POST service as standard, however orders shipped with standard postage are not covered for loss or breakage. If you're concerned about your package arriving, or being broken during transit, you may choose to add either SIGNATURE ON DELIVERY, or SIGNATURE + INSURANCE to your standard shipping cost, for added peace of mind. Scroll down for more information.
Does AQ ship outside Australia?
Sorry - AROMA QUEEN ONLY SHIPS WITHIN AUSTRALIA. Shipping internationally from Australia is generally very expensive and very slow, plus many of our products are not suitable for airmail shipping as they are classed as 'flammable goods'. If you're an overseas customer, please don't attempt to place an order on our site - if you're a NZ customer please email us your order list so we can give a shipping quote. Email us at: [email protected]
Will my package be left at my home or will I need to pick it up?
We ship by Australia Post, so if you're usually around to accept packages then your order should be delivered to you as normal. However we’ve recently seen a rising number of thefts from items 'safe-dropped' by Australia Post when a customer is not home for delivery, and because of this we have changed our shipping policy to mark all larger or higher value packages, or orders with a unit address, as ‘DO NOT SAFE DROP’ for their own safety (Note - it is at Australia Post's discretion whether they follow these instructions or not). This means that if your premises are unattended during a delivery attempt, a card should be left and you’d be required to pick the parcel up from a local Post Office within a set timeframe. If this is a problem for you, just add a note when placing your order, requesting that we mark it as SAFE TO LEAVE if unattended. While parcels of a trackable size are shipped with tracking, which means that Australia Post can use GPS co-ordinates to confirm exactly where your package has been left, if you request for us to mark your package as safe to safe-drop, neither Aroma Queen or Australia Post can be held responsible for items lost or stolen after delivery to your premises.
Can I request to have my order 'Safe Dropped', or 'Left if Unattended'?
According to Australia Post, 'Safe Dropping' means that if you are not at your premises to receive the package, the delivery contractor will determine whether it is 'safe' to leave your package unattended: this can be because you have a history of having parcels safely left at your address, or because they see fit to leave it (whether on the top step, out of sight, or otherwise). There is nothing particularly 'safe' about this method as obviously anybody can remove the package after it has been left. This is why we mark all larger packages as 'DO NOT SAFE DROP' unless instructed otherwise, as it's really important to us that you receive what you've ordered. (Note - it is at Australia Post's discretion whether they follow these instructions or not).
We are happy to add the instructions "SAFE TO LEAVE IF UNATTENDED" (or similar instructions) on your parcel if required*, however if you do request your package be left unattended we cannot be held responsible should it go missing. If the item is a trackable size Australia Post are usually able to confirm exactly where the package was delivered using GPS co-ordinates, however if the item is stolen after being left at your address neither Australia Post or ourselves can be held accountable for the missing item.
* PLEASE NOTE:
If your order is a particularly valuable one or contains an amount of heat-sensitive items such as essential oils, we reserve the right to use our discretion to NOT to add a 'Safe To Leave Unattended' note on your order to ensure the safest delivery of your order.
We are also unable to add this type of instruction to items posted with receipted delivery / insurance as we are unable to insure or receipt a package unless it's signed for. Australia Post is usually very reliable, and we package all breakable items as well as possible, but sometimes things can go wrong despite our best efforts. Ultimately, if you do not choose the Receipted Postage + Insurance option your package will NOT be covered if lost or broken by Australia Post during transit.
'Signature on Delivery', or 'Signature + Insurance' Options
Aroma Queen uses Australia Post's PARCEL POST service as standard. Orders with shipping of $8.40 and over are trackable, however these are not covered for loss or breakage. If you're concerned about your package arriving, or being broken during transit, you may choose to add either SIGNATURE ON DELIVERY, or SIGNATURE + INSURANCE to your standard shipping cost, for added peace of mind.
To add either option, cllick the appropriate choice in the CALCULATE POSTAGE box on the cart page, and it will be added to your cart at cost - additional to standard shipping charges. To remove the option from your cart, check the REMOVE box next to that item in your shopping cart, then click RECALCULATE*.
SIGNATURE ON DELIVERY*: (additional $3.00 fee) adds Australia Post's RECEIPTED DELIVERY service, however is not covered for loss or breakage.
SIGNATURE PLUS INSURANCE**: adds RECEIPTED DELIVERY as above (additional $3.00 fee) PLUS Australia Post 'Extra Cover' Insurance for loss or breakage (charged at $1.50 for every $100 item value, or part thereof – capped at a maximum total extra charge of $7.50 for both Signature/Insurance fees). Insured orders MUST be sent with receipted delivery - we are unable to split these charges.
An order with items totalling $75 would cost $4.50 to receipt / insure ($3, plus 1 x $1.50 insurance).
An order with items totalling $250 would cost $7.50 to receipt / insure ($3, plus 3 x $1.50 insurance).
Receipted Delivery + Insurance is capped at a maximum extra charge of $7.50 so you will never be charged more than $7.50 to receipt / insure your order.
Please Note: Either option requires the package to be signed for - these orders cannot be shipped with 'Authority To Leave' instructions.
* Signature on Delivery is required as mandatory for orders with an item value of $250 or more, and cannot be removed from an order over this value. You may still choose to upgrade to SIGNATURE + INSURANCE.
** If your order contains bulk glassware or Essential Oils we request you add ‘Signature + Insurance’ or we may not be able to process your order - see the listing page for each product you're purchased for more details on what we consider 'bulk'.
As always, if you have added either option to your order, you will receive a tracking number in an email once your package has been shipped. You can use this tracking number to trace the whereabouts of your parcel via the Australia Post website - www.auspost.com.au. Packages posted with Receipted Postage do generally receive extra tracking updates from Australia Post, compared to standard tracking which isn't updated as often.
Please be aware that while we always keep detailed shipping receipts and tracking information on every item posted, and package all orders as carefully as possible, unless you choose the Receipted Postage + Insurance option your package will NOT be covered if lost or broken by Australia Post during transit.
For full TERMS AND CONDITIONS of Australia Post's Receipted Delivery and 'Extra Cover' Insurance services please visit www.auspost.com.au. Please also read below - 'What if an item is damaged in the post' - for instructions on how to make a claim with Australia Post if there is a problem with your insured order. It is very important that if you receive a damaged item, you KEEP all packaging materials as Australia Post will require these in person to assess your claim.
Whoops - I gave you the Wrong Address
If you've realised you've entered an incorrect address before we have shipped your order please contact us ASAP to adjust your order.
If you supply an incorrect shipping address and the package shipped, but returned to us as undeliverable, we are happy to either:
1) Re-post to a different address at your expense (postage/handling cost only)
2) Refund the value of the items only - less 15% restocking fee* (*assuming the returned items have been received in a re-saleable condition and were not damaged during transit, and that none of your items are special orders, ie bulk sized oils (more than 10ml for essential oils, more than 100ml for carrier oils, or any non-standard item that we have had to package specially for your order). If your items are not standard sized items, or are not in a condition that we can re-sell, then we are unfortunately unable to refund for these items. Obviously postage costs will have been incurred with the initial shipment, so we are unable to refund shipping and handling costs.
If the package is not returned to us by Australia Post due to an incorrect or incomplete address we will be unable to refund you for this error, however will of course be happy to supply any available details or tracking numbers to help you try to locate the missing parcel.
There are several points in the order process where you are asked to double check that the information you have entered is correct, so to avoid issues like these the best approach is to thoroughly check that everything in your order is correct before completing it, and double check your order confirmation you'll receive immediately after placing your order.
I forgot to claim my package and it's been returned to AQ
Larger value orders, or any with a unit / duplex address etc, will be marked by us as 'DO NOT SAFE DROP' to ensure the safety of its arrival, so if you are not at home to accept the parcel it may be returned to your local post office for you to collect it. Even if your package has been marked with an authority to leave if unattended, Aus Post are still not obligated to leave the package - it is entirely at their discretion. If your package IS returned to your PO for collection, it is up to you to collect the package in a timely fashion: most Post Offices are only required to hold on to your package for five days, and after that period may return it to the sender if the package isn't collected in time.
If you do not claim a package that is waiting for collection and the package is returned to us, we are able to either:
1) Re-post it back to you at your expense (postage/handling cost only)
2) Refund the value of the items only - less 15% restocking fee* (*assuming the returned items have been received in a brand new and re-saleable condition and were not damaged during transit, and that none of your items are special orders, ie bulk sized oils (more than 10ml for essential oils, more than 100ml for carrier oils, or any non-standard item that we have had to package specially for your order). If your items are not standard sized items, or are not in a condition that we can re-sell as brand new, then we are unfortunately unable to refund for these items. Obviously postage costs will have been incurred with the initial shipment, so we are unable to refund shipping and handling costs.
Please note - we automatically send an email with your tracking number once your package has been shipped, so you can easily follow the progress of your delivery at www.auspost.com.au. If you are expecting a delivery, please look up your tracking details on Australia Post's website BEFORE contacting us for more information, as usually this will indicate whether your package is still in transit, or is awaiting pickup at your local Post Office. Once your order is shipped it is out of our control, so the best way to ensure it arrives safely is to be aware of its progress with Australia Post.
What if an item is damaged in the post?
All of our orders are carefully packaged to avoid breakages (using recyclable materials wherever possible), and it's very rare that any of our packages encounter a problem however on occasion Australia Post can still damage a package. If you are concerned about your package being damaged by Australia Post during transit please see the RECEIPTED DELIVERY / INSURANCE option, described above.
If you're purchasing glassware, just read the top of the listing page before you place your order - as it's important to us that you are happy with your order, with some items we ask that you choose the INSURANCE option as a mandatory requirement if you're purchasing a bulk amount. If you don't choose to insure an order containing a large amount of breakable items we may be unable to process your order.
If you do receive your order damaged, please take a photo of the damaged item and email it to us at: [email protected] If the box or packaging looks like it has been treated badly we'd be grateful if you could take a photo of the packaging as well (please also keep all packaging materials until the matter has been resolved, as Australia Post may require these to make an assessment). While we will do everything we can to help sort out the problem, please do be aware that if you do not choose the Signature + Insurance option during checkout your package will NOT be covered if lost or broken by Australia Post during transit. See above - "Signature on Delivery / Insurance"
HOW TO CLAIM IF YOU HAVE INSURED YOUR ORDER:
If you have chosen Receipted Delivery + Insurance with your order and there is damage to your parcel, please ensure you keep ALL packaging / boxes etc that you received with your order. Please take a few photos as soon as you become aware that there is a problem, and send us pictures of the state of the exterior and interior packaging, as well as the broken or damaged item (email to us at: [email protected]). We will then provide the details you need to begin a claim at your local Australia Post Post Office. It is very important that you keep ALL packaging materials, as Australia Post will need to see these in person in order to process your claim - photos will not suffice.
What if my item does not arrive?
Please be aware that during peak times such as Christmas, around public holidays or during extreme weather events (floods, bushfires), postage may take longer than usual. We post from the mid NSW North Coast, which is a regional area, so postage generally takes at least a couple of days longer than packages sent between capital cities - usually around 2-5 days for Sydney or Brisbane, or up to 10 days or longer for WA or remote areas.
While we ship as soon as we can and the majority of packages arrive very quickly, from time to time deliveries do take longer than expected, for no apparent reason. Please allow at least a week after you've been notified that your package has been shipped. If your package has still not arrived, firstly check the tracking number provided on your shipping confirmation email by entering it on Australia Post's website (http://www.auspost.com.au) to see whether it is still in transit or has been marked as delivered, or is even awaiting pickup at your local post office. This tracking number can be used at your local PO to chase up the item if it hasn't arrived safely, and can also be used to open up an Aus Post investigation into the package's whereabouts - though if it still shows as 'In Transit' you should wait at least a fortnight before contacting Aus Post as it's not uncommon for a package to take that long to arrive, and they will not investigate a missing package unless at least two weeks has passed since posting. We're always happy to provide printed shipping receipts, which we keep for each item posted, or to chase it up at our end if you have problems with your local PO, but we are not able to do anything about a missing package until a reasonable time has passed.
Please note: once your item has been posted it is the responsibility of Australia Post and we cannot be held accountable should it go missing - of course we will do everything to ensure that your package will arrive safely, including shipping with tracking, keeping thorough shipping receipts which include a copy of your address, and marking larger packages as 'DO NOT SAFE DROP' (though this is still at Australia Post's discretion). But if you are concerned about whether your package will arrive safely or have had problems at your address before, please see above for how to arrange for your package to be posted with 'receipted delivery' and insurance for an extra fee. If you do not choose the Receipted Postage + Insurance option your package will NOT be covered if lost or broken by Australia Post during transit.
Can you post to someone for me as a gift?
No problem at all - when you check out, just enter your own information and address when you register / login, but click "Deliver to another address" and enter your friend's name and address as the 'Delivery' address. Pop a message in the "Additional Information" box when you place the order (or send us an email) to let us know it's a gift and that you don't want the invoice included with the order - you'll have an email copy for your own reference, which you'll receive as part of your confirmation email after your order is placed. You'll also receive a shipping confirmation email which includes tracking information, so you can check whether your gift has arrived. If you'd like a special note put in with the package just let us know the text and we'd be happy to add it.
Aroma Queen Gift Vouchers are available if you can't decide - CLICK HERE. We also offer personalised Greeting Cards to add to an order if it's a gift - CLICK HERE. Or take a look at our PACKS, KITS & GIFT IDEAS section where we list a number of items that make excellent gifts - very handy for a bit of inspiration if you're stuck.
Can I pick up my order if I live nearby?
We're very sorry, but we can't offer local pickup. We specialise in online sales only and so do not have a shopfront. As we are not insured for customer visits, we're unable to offer pickup from our premises.
4 RETURN POLICY
PLEASE DO NOT RETURN ANY ITEM BEFORE BEING GIVEN AN AUTHORISATION NUMBER: See Below.
We have done our best to describe all of our products as accurately as possible. All photographs are taken by ourselves of the actual items available, and where there may be a natural variation in size or style of a certain product, we outline this in detail in the item description. If for some reason you are unhappy with your purchase or find fault with an item, please contact us to rectify the matter and we should be able to easily sort it out for you.
We do ask, however, that before purchasing you read ALL details from the listings (descriptions, item dimensions etc), and double check that everything on your order confirmation is correct, as we cannot accept returns unless there is an actual fault with an item. We can not accept returns for change of mind as many items are not designed to stand up to being shipped multiple times back and forth, and so cannot be resold.
Faulty items will of course be replaced or a refund given on their return - see below.
What if an item is faulty or not as described?
If you've received an item and there's a problem with it, please get in touch and we should be able to easily fix the problem.
If you have received an incorrect item it may just be a simple human error, which is usually very easily rectified. Please keep all original packaging, and send us a photo of the item received and we'll either arrange for its return (at no cost to you) or if it's a similar item that you'd be interested in keeping, let us know and we can organise for you to purchase it at a slightly discounted price. Once we know what you'd prefer to do we can organise to send through the correct item or give a refund as appropriate.
If the item received is damaged or faulty please send us through a photo of the item, and we'll do our best to resolve the issue for you as quickly as possible - usually by a replacement item. (Please don't be offended if we ask for a photo - many of our suppliers require this when we contact them about a fault). We only sell items that we'd be happy to use ourselves, which are intended to last for a reasonable and fair period of use (while this is a flexible timeframe depending on the item, 'reasonable and fair' is also based on the item's value - a lower priced item would not be expected to last as long as a more valuable one, for instance). If your item fails within a reasonable period of time, under normal usage as outlined in its listing or instructions, then send us a photo and as much information as you have available, and we'll do our best to sort it out for you. Email us at: [email protected]
If, after you have contacted us, a return is required we will supply you with an authorisation number and simple instructions on how to return your item. Please do NOT return any item unless you have been given an authorisation number - we cannot accept returns unless they are pre-approved and an authorisation provided to accompany your returned item.
What if I've changed my mind about an item after I've received it?
Please choose carefully as we are unable to exchange items once you have received them, unless they are faulty or not as described: many of our products do not have tamper proof seals, or are not designed to be posted several times back and forth as they are likely to eventually be damaged, and so cannot be resold. Thus we're very sorry, but we cannot accept returns for change of mind.
The best approach is to make sure you only purchase an item you are sure about. It's really important to us that you are happy with your buy: nobody - including us - wants you to receive an item that is not what you expected. If you are unsure about a product when making your purchase, firstly please thoroughly read the item description. We always do our best to cover most information (including dimensions etc) in great detail. While the accompanying photos do form part of the description, please do not make assumptions based on the photos alone: the actual size may not be clear from the photo, and some items have natural variations which are described in each listing, and so the item you receive may not be identical to the one in the picture. If you're not comfortable with that, you're probably best not buying that item.
If you're still unsure, we also recommend you take a look through our LEARN MORE section for additional information, which may help answer your questions. We've gone to a lot of effort to put together a number of easy-to-understand information pages which answer some of the more commonly asked questions about the types of products we sell, and so many queries can be easily answered there.
After you've followed all of the steps above, if you are still unsure about a product and have a specific question about it, please contact us with your query before making a purchase, so we can ensure you are buying the correct item. (Please note, we are unable to give personal or medical advice regarding any product).
Once you've placed an order, please double check your order confirmation email to be sure everything is correct - if you notice a problem before we have packed and shipped your order we may be able to adjust it in time. Email us at - [email protected]
Why Do We Not Accept Returns For Change of Mind?
It’s very important to us that all of our customers know that when they buy from Aroma Queen they will be receiving a brand new and unused item, which has not been sent to anyone else previously, or shipped back and forth in the postal system multiple times. Many items do not travel well if continually re-shipped, and even if they still appear new may have unseen signs of damage, their packaging may be crushed, or as our essential oils do not have tamper-proof caps, the item may have even been used. We want every customer to be assured that the item they purchase has come straight from us, brand new. This is why we add so many details to each listing, to accompany photos that we have taken ourselves of the actual items, so if you’re unsure you can check before you buy. And this is also why we ask you to read each description carefully, rather than make assumptions based on a photo or title alone.
As many of our items are scent based, you'll also appreciate that scent is a very personal thing: what one person may love, another may not be so keen on! Even essential oils can change in scent from batch to batch, so do be aware that we cannot guarantee you will like any particular scent, or that it will smell the same as a product that you may have experienced before. Please be assured that we only sell the highest quality items that we have endeavoured to describe as correctly as possible, with plenty of detail, and are all items that we'd be happy to use ourselves. However we cannot refund or exchange an item because you do not like a particular product.
5 PRODUCT INFORMATION
We have done our best to describe items as accurately as possible. If for some reason you are unhappy with your purchase or find fault with an item, please contact us to rectify the matter - see RETURNS POLICY, above.
What if I'm not sure I'm buying the right thing?
To start with, we recommend you thoroughly read the item description and see if this answers your question - we try to be as detailed as possible to answer many questions that arise, including giving general information and dimensions etc; please don't rely on just the photos alone to make a decision. If you're still not sure, take a look to see if there is an answer in our easy-to-understand LEARN MORE section, which covers a broad range of topics regarding the types of products we sell. If this still hasn't answered your query, just contact us and we'd be happy to try to help if we can (please note, we are unable to give personal or medical advice regarding any of our products). Email us at - [email protected]
Can I purchase larger sizes or bulk amounts of any of your items?
Some of our popular items already offer quantity or bulk-sizing discounts in the DROP DOWN OPTIONS BOX on their page listing - just make your selection from the list before adding the item to your cart (colour choices can also be made in the same way, if applicable). Those prices are already as low as we are able to offer, however if there's a much larger size or quantity that isn't already listed (a litre or more of an essential oil, or a quantity of several hundred or more of an individual item) we'd be happy to give a quote - though bear in mind that we already keep our prices as competitive as possible which does not leave much room for additional volume discounts. Just email us with your exact requirements and we'll see what we can do - Email us at [email protected]
If you are wanting to enquire about Wholesale Pricing please scroll down to #6 WHOLESALE PRICING, below.
Whether you're a private customer or a business, we also offer an automatic 5% discount to any order whose item total is more than $500 (not including shipping) - this will automatically be applied to your shopping cart once you pass the $500 mark.
Are your essential oils 'Therapeutic Grade'?
There is no actual certification for ‘Therapeutic Grade’ or 'Aromatherapy Grade' – they're just terms that some companies use to indicate that their oils are sourced from reputable distillers, and are of good quality for use in aromatherapy - as ours are. It's also a bit of sneaky marketing to try to scare customers into not buying from anywhere else - which isn't something we agree with at all. Ultimately it is not the BRAND that makes an oil suitable for therapeutic use: it is the quality of the oil, and the plant it is derived from. All Aroma Queen Essential Oils are the highest quality, plant-based pure essential oils suitable for therapeutic use in aromatherapy. Each listing on our site describes the country of origin (which often gives an indication of the quality of the oil), the plant species (oils do vary in usefulness depending on which plant they are from) and method of distillation, which can also have an impact. On top of this, we only sell high quality oils that we would be happy to use ourselves - which is why we call them PREMIUM OILS. The only reason our oils are significantly less expensive than some of the 'big' international brands is that you're buying them directly from us, instead of paying for multiple layers of pyramid selling as with some 'known' brands. Take a look at our LEARN MORE pages for more info on this topic (this is covered in some detail in the INGESTION QUESTION blog).
Can I Ingest / Swallow / Drink / Cook with your Essential Oils?
Lately we've been seeing a disturbing trend of various companies telling Australian customers that it's safe to ingest essential oils. In Australia it's an accepted guideline that essential oils are NOT to be ingested or eaten, even when diluted, unless specifically prescribed for you and your condition by a qualified aromatherapy practitioner (ie not somebody trying to sell you oils). Essential oils are generally toxic and must be treated with respect; they are also not 'food grade' items regardless of their quality, and as such all care must be taken when using them. Ingesting larger amounts of essential oils, or even prolonged ingestion of small amounts, can be fatal. Adherence to guidelines in the US and other countries tends to be much more lax than in Australia, and some international companies that are now reselling here are unfortunately not adhering to Australia's accepted health guidelines - which is in turn confusing many local, or 'party-plan' resellers who aren't aware of our guidelines.
Because your safety is of paramount importance to us, we stress that we DO NOT recommend ingesting ANY essential oil - if this is your intention please do not buy from Aroma Queen. For more detailed information on this topic, please read our INGESTION QUESTION blog (CLICK HERE).
6 WHOLESALE ENQUIRIES
While we're happy to provide stock for resale, AROMA QUEEN is not a wholesaler and we cannot supply our products at hugely discounted wholesale prices. Because we only sell direct via the competitive online market we aim to keep our prices as low as possible every day for all of our customers, and so don't have a huge markup on our products like some retailers may. This means that we do not have room to offer massive discounts like those you'd expect from a wholesaler.
Many resellers buy from us at our standard price, or in the bulk sizes/quantities which are already offered on some popular products, to resell to their own customers in a store setting where the customer doesn't have to factor in shipping costs, can see the quality in person, and can take their purchase with them immediately. So if you're interested in a particular product for resale, please firstly check its listing to see if there's a bulk discount already offered. If not already listed, and depending on which items you are looking at, we MAY be able to consider a bulk discount (with at least a minimum of 10pcs per item with things such as jewellery, or a quantity of several hundred or more for inexpensive items such as inhaler sticks) - if you'd like to discuss this with us further, please send us a detailed list of exactly which products you are considering, as well as exact quantities, and we'll see if we may be able to accommodate in some way. Email us at: [email protected]
We also offer a 5% discount for all website orders with items to the value of $500 or more (not including postage), which will automatically be applied on the cart page.
The advice within this website is general and not specific to individuals and particular circumstances. Before using herbs, essential oils or other natural treatments, check all cautions and restrictions. Aroma Queen cannot be held responsible for any injury, damage or otherwise resulting from the use of any treatments or products within this website. Do not attempt self-diagnosis or self-treatment for long periods or for serious problems, without first consulting a qualified medical practitioner. Always seek professional medical advice if symptoms persist.
Aroma Queen is committed to providing you with the best possible customer service experience. Aroma Queen is bound by the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.
Collection of your personal information
There are many aspects of the site which can be viewed without providing personal information, however, for access to future Aroma Queen customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or providing sensitive information in the recovery of your lost password.
Sharing of your personal information
We take privacy very seriously and will never onsell or provide personal information to third parties, aside from the necessity of occasionally hiring other companies to provide services on our behalf - including but not limited to managing our website design and information, or provide freight shipping directly to our customers. Those companies will be permitted to obtain only the personal information they need to deliver the service. Aroma Queen takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
Use of your personal information
For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are at this Site.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.
Accessing Your Personal Information
You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know.
All copyright ownership for text and images within this site is retained by AROMA QUEEN. Use, reproduction or links to these items without express permission is prohibited. We do not authorise any resellers to use any product images from our site, for resale on their own website or any other selling medium.
PO Box 221
Urunga NSW 2455
Ph: (02) 6655 4950
Email: [email protected]
ABN 61 705 182 643