Frequently Asked Questions
General
How do I become a member?
To become a member, simply sign up to receive our emails. This is the only way to get exclusive member-only discounts and offers. Please note that creating an online account does not automatically subscribe you to these emails—you must opt in separately.
Can I shop in person?
Absolutely! You can visit our two store locations in Victoria, Australia—one in Melbourne CBD and the other in South Melbourne. Check our Stores page for addresses and opening hours.
Why can't I login with my store membership details?
Our in-store memberships and website accounts are not linked, so you'll need to create a separate online account. However, you can use the same details as your in-store membership if you prefer, as they won’t conflict.
Can I use my in store credit online?
Currently, our online and in-store systems operate separately, so any store credit received in-store cannot be redeemed online.
Does your site display all the products you stock?
Our website features most of the thousands of products we stock, but some practitioner-only products are only available for in-store purchase. If you're looking for a specific item and can't find it online, feel free to contact us!
Why can't I see any options to order practitioner products?
Practitioner products require a completed and approved health questionnaire before they can be ordered. Additionally, these products are only available for purchase through a registered account and cannot be ordered using a guest account.
Orders & Delivery
How soon will my order be dispatched?
Orders paid at checkout via Credit Card or PayPal (Monday to Friday) are processed and shipped within 24 hours, excluding public holidays. Weekend orders are processed and shipped on Monday.
Orders using off-site payment methods (such as Direct Deposit) will be processed once payment is received.
We’ll notify you of any delays, and during promotional periods, processing may take an extra day.
I want to order a product that requires refrigeration. How do you handle this?
To maintain product effectiveness, refrigerated items must be shipped via express delivery, which you’ll need to select at checkout.
We pack all refrigerated products with ice packs to preserve their quality during transit. For added protection, these orders are only shipped on Mondays and Tuesdays to prevent delays over weekends or public holidays.
Where can I pick up my Click & Collect?
You can pick up your Click & Collect order from either of our Evelyn Faye Nutrition stores—Melbourne CBD or South Melbourne. Please wait for a notification confirming that your order is ready for pickup before coming to collect.
What if I'm not home for delivery?
If you're not home for delivery, Australia Post will redirect your order to your local post office or collection point. You can request 'Authority to Leave' for your parcel by adding a note during checkout.
How do I track my order?
Once your order has been dispatched, you'll receive a Shipping Confirmation email with a tracking number. You can track your order by clicking the tracking link in the email or by checking your account.
Can I have my order delivered to a PO Box?
Yes, you can have your order delivered to a PO Box. Please note that Australia Post is the only delivery option available for PO Box deliveries.
What is Rendr?
Rendr is a fast delivery service offering two options: Rendr Fast (3-hour delivery) and Rendr Flexible (Same Day/Next Day delivery). These services are available only within 15km of our City store.
Orders placed before 1pm on weekdays can choose between both options, while orders placed after 1pm will only have the Rendr Flexible delivery option. Valid addresses will see Rendr as a delivery option at checkout.
Returns
RETURN POLICY
As our transactions are governed by the laws and consumer rights in Victoria, we adhere to all relevant legislation in the state.
However, our goal is to provide exceptional customer service and exceed legal requirements. We are committed to resolving any issues and welcome feedback from our customers to help us continually improve our service.
My parcel/product has been damaged in transit. What do I do?
If your parcel appears damaged upon arrival, you can refuse it and return it to the sender at no cost to you. Please contact us so we can resolve the issue.
For faulty or damaged items returned within 14 days, we will replace them at no charge. Please reach out to us to arrange return shipping.
In the case of any errors made by us in processing your order, we will correct it at no additional cost or issue a full refund. We may also provide credits in the form of a voucher for future purchases, if necessary.
What if I wish to return an item from my order?
Unopened products ordered incorrectly can be returned for exchange or credit if you notify us within 7 days of dispatch and the item is returned in saleable condition. Please note, this policy does not apply to food or refrigerated products. Postage costs will apply for returns.
I have a faulty product. What happens now?
If the product you received is faulty upon arrival or develops a fault, you may be eligible to return it.
If the manufacturer instructs you or us to return the product to them, an agent, or a third party, you will need to follow their directions and adhere to the manufacturer’s return policy. The manufacturer will then handle any refund, repair, or replacement in accordance with their policy.
I've been refunded. How long will it take to get to me?
Refunds can take up to 10 business days to be credited back to your account, depending on your payment method.
