Shipping & Returns
Shipping Policy
AU Shipping Within Australia
Standard Shipping
• $11 for orders under $150
• Free for orders $150+
• Estimated delivery: 3–7 business days
Express Shipping
• $14 for orders under $200
• Free for orders $200+
• Estimated delivery: 1–3 business days (WA: up to 5 business days)
Order Processing
Orders are processed within 1–2 business days. Orders placed before 10am AEST may ship the same day. Please allow additional time during sales or holidays.
Carriers
Standard: Australia Post, Couriers Please, or Aramex
Express: Australia Post Express
Delivery Schedule
Monday–Friday only. No weekend or public holiday deliveries.
Remote Areas
Deliveries to rural or regional locations may require additional time.
🇳🇿 Shipping to New Zealand
Standard Shipping
• $18 for orders under $150
• Free for orders $150+
• Estimated delivery: 5–10 business days
Express Shipping
• $33
• Free for orders $250+
• Estimated delivery: 2–4 business days
Carriers
Standard: NZ Post, NZ Couriers, or PBT Couriers
Express: DHL Express
International Shipping
We ship worldwide via DHL Express and DHL Global Mail.
Express (DHL Express)
• Cost calculated at checkout
• Estimated delivery: 3–7 business days
Standard (DHL Global Mail)
• Cost calculated at checkout
• Estimated delivery: 7–14 business days
Shipping costs vary by destination country.
Customs, Duties & Taxes
Customers are responsible for any import duties, VAT, or customs fees. Please check with your local authorities before ordering.
Shipping Restrictions
We do not ship to international PO boxes.
Important Shipping Disclaimer
All delivery timeframes are estimates only and provided by the courier. While we work hard to get your order to you as quickly as possible, shipping delays can occur, especially during high-volume periods or due to customs, weather, or carrier issues.
Artiniq has no control over third-party shipping services once your order leaves our facility and cannot be held responsible for delays, reroutes, or delivery errors caused by carriers.
We will always do our best to support you in tracking your parcel and assisting with any issues, but we are not liable for delays once the parcel is in transit.
Lost, Delayed, or Missing Orders
If your parcel is delayed or marked as delivered but hasn’t arrived, please contact the carrier first, then email hello@artiniq.com within 14 business days of the marked delivery date.
For lost or damaged parcels, contact us within 14 days of your expected delivery window.
Artiniq is not liable for confirmed deliveries or customs delays, but we’ll do our best to assist.
General Shipping Notes
- Address Accuracy: Customers are responsible for entering accurate shipping details. We do not pull addresses from PayPal or third-party systems. Inaccurate addresses may result in return-to-sender or delivery loss.
- PO Boxes & Lockers: Available for AU only where permitted by our couriers.
- Packaging: Orders are carefully packed to arrive in excellent condition.
- Processing Delays: Orders placed during sales or holidays may take longer to ship.
- Customer Service: hello@artiniq.com — we aim to respond within 24 hours on business days.
Returns & Refunds
Return Eligibility
You may return your product within 14 days of delivery if it meets all the following:
• Unopened and unused
• Sealed in original packaging
• With all labels, seals, and inserts intact
Non-Returnable Items
Returns and refunds will not be accepted for:
• Opened or used items
• Bundles, kits, or partial sets
• Travel-size products
• Digital items (eBooks)
• Sale/discounted items
• Gift cards
• Custom or limited-edition products
• Items marked “final sale”
• Gift with purchase or perks redemptions
How to Start a Return
All returns must be pre-approved before being sent back to us.
To begin the return process, simply follow these steps
- Email hello@artiniq.com with your order number and the name of the product(s) you wish to return.
- Wait for a reply authorising your return (please allow up to 48 hours during business days).
- Once approved, you will receive a prepaid return shipping label via email.
- Package your return securely using the original Artiniq box or any padded envelope/box.
- Include a copy of your receipt or packing slip so your refund can be properly processed.
- Drop off the return using the provided prepaid label and a trackable service.
Once your return has been received and processed, we’ll notify you via email. Please allow up to 7 business days for the refund to appear in your original payment method.
Important To Note
The return shipping cost and a 10% restocking fee will be deducted from your refund except where stated otherwise.
Returns sent without prior approval will not be accepted or refunded.
Prefer to use your own shipping method?
You may return eligible items using your preferred carrier. Please email us first for return approval. Returns shipped independently are still subject to a 10% restocking fee, and Artiniq is not liable for lost or damaged parcels in transit.
Refund Details
• Return shipping: Deducted from refund (unless customer uses own carrier)
• Restocking fee: 10% deducted from refund
• Original shipping cost: Non-refundable
• Timeline: Refunds are issued to the original payment method within 7 business days of return approval
Promotion Codes & Discounts
Orders placed using a promotional code will be refunded based on the final amount paid. The value of the discount will not be refunded or carried over to exchanges.
Refund Method Limitations
If your original payment method is expired or no longer valid, we will issue a store credit. Refunds cannot be issued to alternate payment methods.
Effectiveness Guarantee
Our products are concentrated, potent, and designed for results but every scalp and strand is unique. Refunds will not be issued due to lack of visible results or incorrect usage.
We’re here to help you get the most from your haircare journey. Email us at hello@artiniq.com for personalised product support.
Allergic Reactions
Due to the personal nature of our products, we do not accept returns or provide refunds for allergic reactions. Please perform a patch test before full use. If unsure, contact us before purchase.
Damaged or Faulty Items
Received a damaged or defective item?
Email hello@artiniq.com within 14 days of delivery and include:
• Your order number
• Clear photo(s) of the damage
If a return is required, we’ll issue a prepaid return label and offer a refund or replacement at no additional cost.
Order Cancellations
Orders cannot be cancelled once processed. Please review your order carefully before completing checkout.
International Returns
We currently do not accept international returns or exchanges. If your order is damaged or incorrect, please contact us within 14 days of delivery we’ll do our best to resolve the issue.
Exchanges
We do not offer exchanges at this time.
If you want a different item, please return your original order (if eligible) and place a new order.
Used or Emptied Products
We do not accept returns of used or emptied pouches. Refunds will only be issued for sealed, unused items as outlined above.
Australian Consumer Law
This policy operates in addition to your rights under the Australian Consumer Law.
You are entitled to a refund or replacement for major product faults or damage, and to compensation for other reasonably foreseeable loss. For minor issues, we may choose to replace the product or offer a refund at our discretion.
Need Support?
We’re here to help.
hello@artiniq.com
Monday–Friday (7am to 7pm)
Response within 1 business day