ELEVEN Hydrate My Hair Duo

• $12.95 for orders under $100.
• $8.95 flat rate for orders under $150.
• Free standard shipping (Australia only) for orders of $150+.
• For standard deliveries within NSW, please allow 2–4 business days from the fulfilment date, and 3–8 business days for all other states.
• For the most up-to-date information on delivery speeds and coverage, please check with Australia Post.

• Orders up to 5 kg: Express delivery rate of $18.50.
• Orders over 5 kg: Not available.
• For express deliveries within NSW, please allow 1–2 business days from the fulfilment date, and 1–4 business days for all other states.

Delivery estimates vary by destination (metro vs regional/remote) and carrier network conditions. Remote or regional areas may take longer than metro estimates. Severe weather or network disruptions can also cause delays.

• New Zealand: Flat rate $35 (AUD) up to 5 kg.
• USA: Due to tariff changes on goods into the US, we are not currently able to sell to US-based customers.
• Customs duties, taxes and import charges (if applicable) are payable by the recipient.
• Aerosols, flammables and other restricted items cannot travel by air and are not eligible for international shipping.
• EverEscents and Clever Curl products are not eligible for international sales.

Fulfilment and delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these periods.

We aim to have orders fulfilled within 24–48 business hours, excluding Saturdays, Sundays and public holidays. This also includes warehouse closures when 7 business days’ notification is provided.

Orders submitted after 11:00 am on Friday may not be processed until the next business day.

Tracking: As soon as your order ships, you’ll receive an email with your tracking link/number.

• Use the link to view delivery updates or enable notifications.
• If your order ships in multiple parcels, you’ll receive a separate tracking number for each parcel.
• See your orders & tracking in your account: You can log in at https://account.haircaresuperstore.com.au/ using the same email used at checkout to view previous orders and live tracking details.

All deliveries are made with Authority to Leave (Safe Drop). If the driver deems the location unsuitable, a card-to-collect will be left and your parcel taken to your local Post Office or collection point. Risk in the goods passes on delivery to your address or upon collection, whichever occurs first.

Signature on delivery isn’t available. We don’t offer a “signature required” option. If the driver considers the location unsuitable for Safe Drop, a card-to-collect will be issued and the parcel taken to your local Post Office or collection point.

If your parcel is delayed, missing or shows as delivered but can’t be found, please contact us at customerservice@haircaresuperstore.com.au and lodge an AusPost enquiry so we have a case to reference:

1. Lodge enquiry: Submit a Missing or Lost Item enquiry with Australia Post. You’ll get a case/reference number. helpandsupport.auspost.com.au
2. Tell us the case ID: Email the case/reference number to our team so we can add notes and escalate with our AusPost business support as needed.
3. We stay responsible to you: We’ll keep you updated and provide the appropriate remedy once AusPost’s investigation is finalised.

We deliver to PO Boxes, Parcel Lockers and Australia Post Collection Points. Where available, you can select a collection point at checkout.

We process orders quickly and can’t guarantee address changes once an order is placed. Please double-check your shipping details at checkout.

If a parcel is returned due to incorrect/incomplete address, refusal, or non-collection, we’ll contact you to arrange re-delivery (additional postage may apply) or a refund in line with our Return & Refund Policy.

Hazardous goods are items that can cause problems during transportation (e.g., explosive, flammable, or corrosive). Safety regulations prohibit many HGs from being shipped by air. We do not offer Express Delivery for parcels containing HGs as they may be air transported; however, we can deliver them by Regular Delivery.

If your order arrives damaged or appears missing in transit (not delivered by the carrier), please contact us within 30 days of the delivery estimate and include clear photos and your order details. We’ll assess and resolve in line with our Return & Refund Policy.

Once a parcel is delivered to your address or collected from a pickup location, we’re not responsible for loss, theft or damage occurring after delivery. Consider using a secure delivery address or collection point if you won’t be home.

Wherever possible, we use minimal and recyclable packaging to protect your products while reducing waste.

We will not request any further payments once you’ve completed your order. Beware of communications asking you for shipping payments and do not engage with suspicious emails or SMS.