Frequently Asked Questions
General
Can I shop in person?
Yes! We have two stores in Victoria, Australia located in the Melbourne CBD and South Melbourne. See our stores page for details and hours.
Why can't I login with my store membership details?
Our in store memberships and our website are not linked. As such, a seperate account is required to be created. You are able to use the same details as you do in store as they do not conflict with each other.
Can I use my in store credit online?
At present, our online and in store point of sale system are separate systems. As such, credit received in store is not redeemable online.
Does your site display all the products you stock?
We have thousands of product lines and most are listed online. Some practitioner products are only able to be purchased in store.
Please feel free to contact us about any product you are looking for and can't find on the site.
Why can't I see any options to order practitioner products?
It is a requirement that a health questionnaire be filled out correctly and in full, and subsequently approved by our staff, before any practitioner products are able to be ordered.
Practitioner products can only be ordered as a registered account and not as a guest account.
Orders & Delivery
How soon will my order be dispatched?
Orders paid immediately at checkout (Credit Card, Paypal) Monday to Friday will be processed and shipped within 24 hours (excluding public holidays). Orders placed on weekends are processed and shipped Monday.
Off-site payment methods (Direct Deposit) are slower and those orders are processed on the day of receiving payment.
We will notify you of any delays. During promotions there may be an additional day for processing some orders.
I want to order a product that requires refrigeration. How do you handle this?
You must select an express shipping option for your order to arrive quickly to maintain effectiveness of the product.
All refrigerated products ship with ice packs.
Your order will only ship early in the week in order to avoid any freight delays that may occur from weekends or public holidays.
Where can I pick up my Click & Collect?
Order online and pick up your purchase from your preferred Evelyn Faye Nutrition store (Melbourne CBD or South Melbourne). Please wait for notification that the order is ready before attempting collection.
What if I'm not home for delivery?
By default, Australia Post orders will be sent to your local post office or collection point if you are not home for delivery. Authority to leave your parcel can be requested. Please leave a note when placing your order.
How do I track my order?
Tracking numbers are sent in your Shipping Confirmation email, sent once your order has been despatched. You can track your order by clicking the tracking link in your email or in your account.
Can I have my order delivered to a PO Box?
Yes. However, Australia Post is the only delivery option to deliver via this method.
What is Rendr?
Rendr is a fast delivery service that offers 3 hour (Rendr Fast) and Same Day / Next Day (Rendr Flexible) delivery options. This is only available to addresses within 15km of our City store. Orders placed before before 1pm weekdays are able to select from either of these options. Orders placed after 1pm will only have the option of Rendr Flexible delivery. Valid addresses will have Rendr appear as an option at checkout.
Returns
RETURN POLICY
Given that our transactions are deemed to take place in Victoria, we are bound by consumer rights and legislation as it applies in the State of Victoria
Our intention, however, is to provide a degree of customer service and deal with any consumer issue well above and beyond what is required by law, and we welcome any feedback from our customers that can assist us in improving our service.
My parcel/product has been damaged in transit. What do I do?
Any parcel which appears damaged on arrival can be refused and returned to sender at no cost to you. Please contact us so that we can take corrective measures.
Any faulty or damaged stock returned within 14 days will be replaced at no charge. Please contact us to arrange return post.
Any orders incorrectly processed by ourselves will be corrected at no additional charge or a full refund of the initial charge. Credits may be issued as required, in the form of a voucher which can be used in future purchases.
What if I wish to return an item from my order?
Any unopened product ordered incorrectly may be returned for exchange or credit if informed within 7 days of dispatch and returned in saleable condition. This policy does not include food or refrigerated products. Postage costs will be apply.
I have a faulty product. What happens now?
In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it.
If the manufacturer directs you or us to have the product returned to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.
I've been refunded. How long will it take to get to me?
A refund can take up to 10 business days to be credited back.
