Purchasing FAQs

Ordering online

Managing your Blackmores account

Promotional voucher codes

Payment

Shipping

Blackmores Subscribe

Cancelling and Returns

Ordering online

1. Do you accept back orders for out of stock products?

No, we currently do not have a back order system in place. If an item is out of stock, it will be displayed as unavailable on the website and vice versa if the product has become available you’ll be able to add it to the shopping cart.

2. Can I place an order over the phone?

No. We currently do not accept orders over the phone. If you need assistance completing your order please email onlinesales@Blackmores.com.au.

3. What are the expiry dates on the products sold?

The products sold on Blackmores.com.au have expiry dates of between 6 months to 3 years to give you a suitable amount of time to use them.

4. Are there restrictions on how many units I can purchase?

There are restrictions on the number of infant formula products that can be bought at any one time. The maximum number of products from the Infant Nutrition range that can be purchased are limited to six units per day per product type. There is a transaction limit of $500 per order on all orders.

Managing your Blackmores account

1. I have forgotten my account name and/or password. What do I do?

Please go to the login section located in the main navigation at the top of the page. When the login dialogue is displayed select forgot my password and we’ll email you a new password to the email we have on file for your account. Please follow the unique link provided in the email to set up a new password. Please keep your data safe and do not share your login details or re-use other passwords you may use for other sites.

2. How do I view or edit my account details?

Please login to your Blackmores account via the main navigation bar at the top of the page and go to Profile to view or edit your details.

Promotional voucher codes

1. I have a voucher code. How do I use it?

Once you have selected the products you want to purchase and added them to the cart you will go to the checkout. Simply enter the code under the voucher code field and apply to ensure you receive the discount. Please enter the voucher code exactly as it has been provided to you otherwise it will not work and the discount will not be applied. Shipping fees are not included in the discount and will be added in the checkout as applicable. The total amount due to be paid will be clearly spelt out before you commit to order from the Blackmores website. Please note that when you choose to set up a subscription to Blackmores Subscribe, the discount will be applicable to the first and ongoing orders even if you decide to pause and then resume your order. When you resume your service, the same discount will apply as per your initial order - you won’t lose the discount. However, if you modify the contents of the subscription, the initial discount will be removed. You can apply a new voucher code if you have one.

3. Is there an expiry date on my voucher?

Yes, all Blackmores vouchers have an expiry date and this is made available where the voucher code has been promoted. We are unable to extend voucher expiry dates.

Payment

1. What forms of payment do you accept?

We accept Visa, MasterCard or PayPal. Please have your PayPal login handy to complete your order.

2. How do I pay for a subscription to Blackmores Subscribe?

When you choose to set up a subscription with Blackmores Subscribe, you will be charged for the initial order which will be posted to you as per our standard shipping terms. During checkout you can select how many weeks you want in between orders, 4, 6, 8, or 10 weeks. Once you select the number of weeks that suit your needs the next delivery date will be displayed and we will email you in advance before your next order is about to be processed so that you can modify if need be. Once the order is processed, your nominated payment method will be charged in accordance with our Terms of Purchase.

3. What if there is a problem with my payment method?

If there is a problem with your nominated payment method and payment cannot be processed, we will email you alerting you of the problem. If payment cannot be processed the next day your order will be automatically paused. We recommend that you get in touch with your bank to find out more details about the failed transaction. If you wish to add or select a different payment method, please login to your account and update your payment details as necessary. We will process your order in accordance with our Terms of Purchase and we will email you when your order has been processed and the goods are ready to be shipped to you.

4. Are there any hidden fees?

No. When you choose to set up a subscription with Blackmores Subscribe, you will be made aware of the product charges plus any relevant shipping fees as applicable. Please keep in mind that if you are located outside Australia orders may be subject to import taxes, customs duties and fees levied by the destination country including additional charges for customs clearance. Please note that all these fees must be borne by you, the recipient. Blackmores has no control over these charges and cannot predict what they might be. Moreover, customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Blackmores is not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Blackmores, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase as we are unable to issue a refund.

5. I can’t remember my PayPal account details. What do I do?

You need to get in touch with PayPal to get access to your account and banking details. Please visit https://www.paypal.com/selfhelp/home if you need assistance with your PayPal login details, otherwise you can continue with your purchase using your credit or debit card.

Shipping

1. How are orders shipped?

All orders are managed by Australia Post. Successful orders will be shipped within one or two business days (Monday-Friday). Once your order has been collected from our warehouse, you will receive an email from Australia Post confirming that the order is on its way and will provide you with the tracking number. You can use this number to track your order on the Australia Post website https://m.auspost.com.au/view/tracking.

2. What are your domestic shipping options and costs?

For purchases over AU$70, standard shipping is free in Australia. For purchases under AU$70, a flat rate delivery fee of AU$8 applies for standard shipping. Most orders are delivered within 3-7 working days from the date we ship your order (depending on where you live in Australia).

3. How do I track my order?

It’s very important that you keep handy the 6 digit order number you are provided with upon successfully placing an online order. You would also have received this order confirmation number via email. If you are in Australia please go to https://m.auspost.com.au/view/tracking to track your order. If you are located overseas please search for your local postal authority. You will receive an email when your order is received and processing has started. You will receive a separate email from Australia Post when your order has been collected from our warehouse. This email will contain a link where you can track your parcel online. Once your order is in the hands of Australia post, they are best placed to assist you with any tracking related queries.

4. Where do you ship to?

We ship to most countries except: Afghanistan, Angola, Bahrain, Belarus, Botswana, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Congo, Republic of the Cote d'Ivoire, Cuba, Egypt, Gabon, The Gambia, Ghana, Iran, Iraq, Kenya, North Korea, Lesotho, Liberia, Libya, Malawi, Mali, Mauritania, Myanmar, Niger, Nigeria, Occupied Palestinian Territory, Rwanda, Sierra Leone, Somalia, Sudan, Swaziland, Syria, Togo, Uganda, Zaire (Democratic Republic of Congo), Zambia, Zimbabwe.

5. How long does it take for my order to arrive?

Every effort is made to ensure orders are shipped within 1-2 business days (Monday-Friday) and if you are based in Australia your order can take between 3-7 business days to arrive; sometimes it is faster and on occasion a bit longer depending on your final destination.

6. I haven’t received my order within the specified timeframe. What do I do?

If your order does not arrive within the estimated time frame please contact Blackmores consumer support via email: onlinesales@blackmores.com.au, quoting your 6 digit order number and your tracking number if you have it handy. For international orders you may need to speak with your local postal service to find out more about the status of your order.

7. I know I’m not going to be home to sign for my order. What can I do?

Within Australia, we can ship to post office boxes. If you are not at home to receive your parcel, a card will be left so that you can pick it up from your closest post office. If you know you will not be home to receive the parcel, you may authorise Australia Post to leave the parcel at your home by ticking the “Authority to Leave” option at checkout. It is only recommended to select the authority to leave option if you believe it is a secure environment for the item to be left unattended.

8. What are your international shipping options and costs?

$25 flat rate. International delivery times vary according to each country and its postal service. As a guide, most parcels will arrive to your country within 8-21 business days. Actual delivery time frames depend on the speed of your local delivery network. You can track your order online via the link emailed to you by Australia Post.

8. Do you know if the products can be lawfully imported into my country?.

Blackmores offers its Australian range of products for shipment to most countries around the world. You are responsible for assuring that the product, or products, can be lawfully imported to the destination country. When ordering from Blackmores, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; Blackmores has no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Where an order is returned to Blackmores by customs in a sellable condition, we will refund the amount less the shipping costs incurred by us to send the order to you in the first place.

Blackmores is also not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Blackmores, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase.

Please visit Australia Post International and select your country to see a limited list of prohibited products. This guide can help you determine whether you need to seek more information from your local authorities.

Blackmores Subscribe

1. How does Blackmores Subscribe work?

When you purchase online from the Blackmores store you can choose to have the same order delivered to you on a recurring basis. You select the products you want to purchase at checkout and with a tick of a box you tell us to have the very same order delivered to you again every 4, 6, 8 or 10 weeks, keeping the same pricing as your initial order. When you choose to set up a subscription, you will be charged for the initial order which will be posted to you as per our standard shipping terms. Before we process your next order we will email you in advance in case you need to make any changes. If there is no change to your order it will be processed and your nominated payment method will be charged then in accordance with our Terms of Purchase.

The Blackmores Subscribe service is flexible. Login into your Blackmores account, go to Blackmores Subscribe and select to edit the delivery address, next delivery date and your preferred payment method. We will notify you in advance when your order is about to be processed, if you do nothing we'll ship the products to you as per the original schedule. If you choose to modify your order please note that any discount that may have been initially applied will be removed. When we email you to notify you that your order is about to be processed, please let us know within 48 hours whether you need to make any changes to your order by login into your Blackmores account and updating your Blackmores Subscribe settings. If the Blackmores Subscribe settings have not been updated within the 48 hour time frame we will process your order as per the original schedule. Once the order has been processed it cannot be cancelled nor can we issue a refund.

2. How much does it cost to set up a subscription with Blackmores Subscribe?

Nothing, zero, zilch, nada. Blackmores Subscribe is a free service for Blackmores members to help you stay in the path to better health and wellbeing, naturally.

3. How do I set up a subscription with Blackmores Subscribe?

Visit the Blackmores website www.blackmores.com.au and either log in or create a new account by signing up as a new member - it only takes 5 minutes. Add your preferred products to the shopping cart and just before you complete payment a Blackmores Subscribe option will be presented. Tick the box if you want to set up a subscription and select the number of weeks you want between deliveries. Your selection can be 4, 6, 8 or 10 weeks and the next delivery date will be displayed. We will send you a reminder email prior to your next order date notifying you of your upcoming order.

4. Is there a minimum period to subscribe with Blackmores Subscribe for?

No. You can modify your delivery date at any time. Please be sure to login to your Blackmores account to modify your Blackmores Subscribe settings at least 10 days prior to your next delivery in Australia and 21 days if your order is being shipped overseas to ensure your order is not processed and your account is not charged. Do not worry if you do not update your Blackmores Subscribe settings, we will email you before we process your next delivery and you have 48 hours to login to your account and modify. Please consult your healthcare professional before long term use of these supplements. Before placing your order please confirm that you have considered if this product is appropriate for your condition.

5. I do not have a Blackmores account, can I set up a subscription with Blackmores Subscribe?

No. You need to create a new Blackmores account. It’s easy and it will only take 5 minutes and you can also join via the checkout.

6. Can I modify a subscription with Blackmores Subscribe?

You certainly can. Login to your Blackmores account via the main navigation bar at the top of the page and select Blackmores Subscribe from the drop down menu. Select the subscription you want to modify and select to edit the delivery address, next delivery date and your preferred payment method. Please be sure to modify your Blackmores Subscribe settings at least 10 days prior to your next delivery in Australia and 21 days if your order is being shipped overseas to ensure your order is not processed and your account is not charged.

Do not worry if you do not update your Blackmores Subscribe settings in advance. We will notify you in advance when your order is about to be processed, if you do nothing we'll ship the products to you as per the original schedule. If you choose to modify your order please note that any discount that may have been initially applied will be removed. When we email you to notify you that your order is about to be processed, please let us know within 48 hours whether you need to make any changes to your order by login into your Blackmores account and updating your Blackmores Subscribe settings. If the Blackmores Subscribe settings have not been updated within this time frame we will process your order as per the original schedule. Once the order has been processed it cannot be cancelled nor can we issue a refund .

7. How can I see my order history?

Login to your Blackmores account and go to Blackmores Subscribe in the drop down menu and you will see your history including active or cancelled orders.

Cancelling and Returns

1. What is your return policy?

We do not accept returns for simply changing your mind after purchase, unless we otherwise specify, such as where you cancel your order before we dispatch the goods, and we send you confirmation of the cancellation. Despite the above, nothing in these Terms of Purchase alter any rights you may have under the Australia Consumer Law. Please ensure you retain proof of purchase of purchasing products from our Site and the goods in question if you are looking at returning your goods. For further details, please email onlinesales@blackmores.com.au and ensure you have your 6 digit order number handy which was emailed to your nominated email upon successfully processing your order.