Orders and delivery

If you want to check the status of your order and are a registered user, please log in to My Account to check the progress of your order. If you want to track the shipment of your order, use the tracking number included in your shipping confirmation email and track it via the Australia Post website. For any questions about your order, please contact us, and we will be happy to assist you.

Click and Collect is temporarily unavailable.

When the service returns, it will be available at select Signature Stores; please refer to our Store Locator for participating locations. All products may be purchased via Click and Collect, with the exception of Gift Cards.

You will receive an email once your order is ready for collection. Please ensure you have this notification ready to present upon arrival at the store.

If you are unable to collect your order on the scheduled day, please notify the store of your expected collection date using the contact details provided in your collection email.

Some of our products are classified as Class 3 Flammable Liquids for the purposes of transportation. Any parcel that we ship containing these products will be packaged and labelled appropriately to comply with Dangerous Goods safety regulations.

Complimentary samples are included with all online orders.

You will be prompted within the checkout to select an offering from a collection of samples available.

You may not order more than 10 units of any item per size, and per day via the website, and your total product price paid per day may not be more than $2000 per customer. You may not order more than 10 Products with the same SKU in one calendar month.

If an order is more than these limits, we have no obligation to fulfil the order. We may update these limits from time to time.

All prices on the Aesop Australia website are inclusive of GST. The GST amount will be displayed on the invoice accompanying your shipment email.

We are pleased to offer complimentary returns and full refunds for change-of-mind purchases, provided items are in their original, unused condition. Please note that online orders cannot be exchanged directly; any Gift with Purchase must also be returned to qualify for a refund.

Return Requirements

Timeline: Requests must be made within 30 days of delivery. Once you receive a shipping label, the parcel must reach our warehouse within 30 days.

Exceptions: We accept returns outside these conditions in cases of adverse skin reactions, damaged, incorrect, or faulty items.

Point of Purchase: We only process returns for items purchased via www.aesop.com.au. Products bought at signature stores or other retailers must be returned to their original point of purchase.

How to Return

Online: Contact Customer Service to request a return and shipping label.

In-Store: Visit any Aesop store in the country of purchase for a refund via a physical Gift Card. You may also exchange for another product (with any price difference paid or credited to a Gift Card).

Click and Collect: These orders must be returned through Customer Service for a full refund. We cannot support partial refunds or exchanges for Click and Collect.

Due to currency and taxation differences, we cannot process refunds for products purchased in a different market.

Returning products received as gifts

In the event that a product you received as a gift is not suitable, we would be pleased to coordinate a refund on the original form of payment.

Please note that all returns must be made within thirty days of purchase.

To make a return, contact our Customer Service Team and with the provision of the below information:

• Order number
• Address
• Date of product purchase
• Product(s) requested to be returned
• Return reason
• Product condition (unopened, used, damaged, faulty)

For more information regarding returns, please view our returns policy.

While we strive for prompt delivery, external factors may occasionally cause delays. Most late parcels arrive within five business days of their expected date.

Before contacting us please ensure the following steps have been taken:

Verify Details: Confirm your delivery address and check for courier notifications (SMS/Email/Cards).

Search Premises: Check mailboxes and "safe places" around your property or with building management.

Monitor Tracking: Statuses may remain static between milestones; please allow five business days of no movement before reaching out.

Incorrect or Damaged Items: Should your order arrive damaged or incorrect, please contact us for an investigation.

To resolve this efficiently, please provide:

• Your Order Number
• A clear photo of all items received in a single image

Important Considerations

Processing: Orders placed after 12pm Friday or over the weekend are processed the next business day.

Exclusions: Our refund and replacement policy applies exclusively to aesop.com.au orders. For store or third-party purchases, please contact the original point of sale.

To enjoy your purchase as soon as possible, please ensure that you have entered the correct and full delivery address as we are unable to modify or cancel an order once it has been placed.

Cancelling Click and Collect Orders:

Please contact us if you wish to cancel your Click and Collect order. We are unable to amend the store you have selected to collect your order.

Should you wish to change your collection, please contact us and we will cancel and refund your order. You can then place another order, selecting your preferred store.

To support this process, please provide us with your order number (which can be found in your order confirmation).