Shipping & returns
We ship domestically within Australia. Your orders will be dispatched and posted within 5 business days. Once dispatched, shipping time will vary depending on the type of shipping selected. Standard shipping parcels are sent via Australia Post at a $10 flat-rate shipping fee for any orders under $100. Orders $100 and over will receive free shipping. Standard shipping takes 5-7 days. Express shipping parcels are sent via Australia Post.
We ship within New Zealand. Your orders will be dispatched and posted within 5 business days. We offer standard international shipping via Australia Post at a $20 flat-rate shipping fee. We are unable to provide free shipping for International orders at this stage.
If you request a parcel be left unattended, you acknowledge that you do so at your own risk. Once a parcel has been delivered to your nominated address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address. If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as Australia Post will return to sender if you do not make these details clear.
We can redeliver parcels where the address is incomplete, or has been incorrectly provided, however this will incur a delivery charge. Please note that the delivery times specified are approximate and as provided by Australia Post. We cannot guarantee these delivery times.
RETURNS POLICY
When you receive your order, please thoroughly inspect all Products and notify Innour of any defects within 5 business days of delivery. If you do not notify Innour within 5 business days of delivery, you will be deemed to have accepted the Product.
In order to initiate a return for faulty/damaged Products:
- Send us an email/enquiry to hello@innour.com.au. Please provide your order number and a photograph of the Product for assessment.
- If your Product is approved for a refund or exchange, pack and seal the item/s in their original packaging and post the parcel back to us at the address we provide via registered post (as we cannot be responsible for parcels lost or damaged in transit)
- We will organise your refund or replacement within 14 days of receiving your return. Please note that timeframes for replacement items are subject to stock availability.
The sale of any discounted Products is final unless the item is proven to be damaged or faulty.
REFUND POLICY
If your Product is faulty or damaged during transit, a replacement or refund of the purchase price (minus the cost of shipping) will be issued to you.
To request a refund due to the above, please contact us via hello@innour.com.au within 5 business days of receiving your order and provide your order number and a photograph of the Product for assessment.
If your Product is approved for a refund or exchange you will be contacted regarding next steps. Refunds or exchanges for physical Products will also be approved or denied at our sole discretion.
Change of Mind
We are unable to provide refunds or exchanges for change of mind, due to health and safety measures. Additionally, we are unable to provide refunds or exchanges where the incorrect Product has been purchased, so please ensure that when you place your order, you have made a careful selection when it comes to flavour and size.
FAQs
Does Innour offer free shipping?
Yes. Free shipping will be provided for orders over $100, Australia-wide.
Orders under $100 will incur a $10 flat-rate shipping fee.
Where is my order?
Please allow up to 48 hours for your order to be processed once you have made your purchase. We will send email about the status of your order
and tracking details will be sent to you once your package has been sent to Australia Post.
If you have received an update on your order within 48 hours of
making your purchase, please email hello@innour.com.au and our team will be in touch.
If you would like to check the status of your delivery at any time you may use Australia Post’s online tracking service.
How can I track my order?
Once your Innour order has been processed and shipped, you will receive a tracking number from our shipping partner - Australia Post.
Follow the directions on your confirmation email or notification to track your package. This tracking service is provided and managed by Australia Post. If you do not receive tracking information for your order, please email us at hello@innour.com.au
My package was damaged on arrival, what do I do?
If your product is faulty or damaged during transit, a replacement or refund of the purchase price (minus the cost of shipping) will be issued to you.
To request a refund due to the above, please contact us via hello@innour.com.au within 2 days of receiving your order and provide your order number and a photograph of the product for assessment.
If your product is approved for a refund or exchange you will be contacted regarding next steps.
Does Innour offer free shipping?
Yes. Free shipping will be provided for orders over $100, Australia-wide.
Orders under $100 will incur a $10 flat-rate shipping fee.
Where is my order?
Please allow up to 48 hours for your order to be processed once you have made your purchase. We will send email about the status of your order
and tracking details will be sent to you once your package has been sent to Australia Post.
If you have received an update on your order within 48 hours of
making your purchase, please email hello@innour.com.au and our team will be in touch.
If you would like to check the status of your delivery at any time you may use Australia Post’s online tracking service.
How can I track my order?
Once your Innour order has been processed and shipped, you will receive a tracking number from our shipping partner - Australia Post.
Follow the directions on your confirmation email or notification to track your package. This tracking service is provided and managed by Australia Post. If you do not receive tracking information for your order, please email us at hello@innour.com.au
My package was damaged on arrival, what do I do?
If your product is faulty or damaged during transit, a replacement or refund of the purchase price (minus the cost of shipping) will be issued to you.
To request a refund due to the above, please contact us via hello@innour.com.au within 2 days of receiving your order and provide your order number and a photograph of the product for assessment.
If your product is approved for a refund or exchange you will be contacted regarding next steps.