Frequently Asked Questions
Everything people usually ask before they order. If your question is not here, email info@purelyorganic.com.au and we will come back to you within 1 to 2 business days.
Shipping and delivery
How much is shipping?
Shipping is free on all orders over $150. Under $150 we charge one flat rate anywhere in Australia: $14.95 standard or $24.95 express. Nothing is priced by weight, so a heavy order of liquid cleaners costs the same to ship as a light one. The exact cost is always shown at checkout before you pay.
How quickly is my order dispatched?
In-stock items are dispatched within 1 to 4 business days. Backorder and pre-order items are dispatched within 5 to 10 business days. If your order contains both, we ship it together so it arrives in one parcel with less packaging.
How long does delivery take?
Typically 3 to 14 business days after dispatch, depending on where you are. Regional and remote areas can take a little longer. These are estimates from our couriers, not guarantees.
Where do you ship from?
We hold stock in our own warehouses in Perth and Melbourne, and your order is allocated to whichever is closer to you.
Do you ship internationally?
Not yet. We currently ship within Australia only.
How do I track my order?
You will get a shipping confirmation email with tracking as soon as your order leaves us. If the tracking has not moved, or your order has not arrived inside the estimated window, email us and we will chase the courier for you.
Ordering and payment
What does PRE-ORDER mean on a product?
It means the item is reserved for you from an incoming shipment rather than sitting on our shelf today. You are paying to hold it. Pre-order items dispatch within 5 to 10 business days, and if you order other things at the same time we send everything together.
Can I change or cancel my order?
Email us as soon as you can. We pack quickly, so we cannot promise it, but if the order has not gone out we will fix it.
What payment methods do you accept?
All major credit and debit cards, plus Shop Pay, PayPal and Google Pay at checkout.
Returns and refunds
Can I return something if I change my mind?
Yes, within 30 days of delivery, as long as the item is unused, unopened and in its original packaging, with proof of purchase. Return postage for a change of mind is at your cost, and we recommend a tracked service because we cannot be responsible for parcels lost on the way back.
Is there anything I cannot return?
For health and safety reasons we cannot accept change-of-mind returns on opened or used consumables. That includes cleaning liquids, refills, candles, incense and personal care, or any item where the seal is broken. This does not affect your rights if something is faulty.
What if my order arrives damaged or faulty?
You are covered by the Australian Consumer Law. Email us with your order number and a photo and we will arrange a replacement, refund or repair at no cost to you. Please do not send anything back before you have heard from us.
How long do refunds take?
Approved refunds are processed within 5 to 10 business days of us receiving the returned item. Your bank or card provider may take a few days longer to show it.
About the products
How do you decide what to stock?
Everything is measured against the Pure Standard before it earns a place: what is actually in it, how well it works, how it is packaged, and whether we would use it in our own homes. We are a retailer rather than a manufacturer, so we tell you what we found rather than what a brand claims.
What does Refillable mean?
It means the product has a larger refill available, so you buy the bottle once and top it up rather than repurchasing the packaging every time. You can browse everything refillable using the Lifestyle filter on any collection page.
Are your products safe to use around pets or during pregnancy?
It depends entirely on the product, so please do not treat the whole range as one answer. Some essential oils that are perfectly fine for people are not suitable around cats, dogs or birds. We tag products under the Concerns filter for Pet Safe, Kids and Pregnancy Safe, Allergy and Sensitivity, Asthma and Respiratory, and Fragrance Free, which is the best place to start. Always read the label on the product itself, and if you have a specific health concern or an unwell animal, check with your GP or vet rather than relying on a filter.
How do I find vegan, cruelty free or plastic free products?
Use the Lifestyle filter on any collection page. You can filter by Vegan, Cruelty Free, Plastic Free, Refillable and Australian Made, and the counts tell you how many products match before you click.
Services
What is the Refill Club?
A box of low-tox refills delivered on a rhythm that matches how fast your household actually gets through them, so you stop reordering the same things. It is not open to everyone yet. You can join the waitlist for founding member pricing and a discovery item in your first box.
What is the Low-Tox Home Consult?
We go through your home room by room and give you a plan, so you do not have to read another ingredient list. Remote consults are available Australia-wide from $129. In-person consults are Perth metro, $595.
Still stuck?
Email info@purelyorganic.com.au. A real person reads it, usually within 1 to 2 business days.