Shipping & returns

Place your order before 2.00pm any weekday and we’ll ship the same day.

6 October 2021 - Update

State and Regional lockdowns continue to cause unprecedented delivery demands with all carriers! Delays at depots are causing the majority of problems, with many depots being short staffed and unable to process parcels within reasonable timeframes. Carriers and customers are reporting parcels not moving in:

  • Greater Sydney
  • Greater Melbourne
  • And with deliveries that go via Sydney, eg to Canberra

We are working business as usual and we are dispatching your SimplyClean orders same day, Monday to Friday.

Whilst we cannot control these delivery time delays, here is what you can do to help

  1. Check your parcel tracking regularly*. This is sent to you by email when we dispatch. 
  2. Allow for the predicted time delays. The system is completely swamped and is definitely not working normally.
  3. Follow up all redelivery notices quickly. You're in luck...they want to deliver your parcel! 
  4. Finally, do contact us if we can help further.

 *We have noticed that the tracking is not systematically being kept up to date by any of our shipping services, so don't be alarmed if it looks like your order hasn't left yet. We promise it has.

Shipping Australia-wide 

We are thrilled to offer delivery options for all regions; vital in these times where many of you face restrictions on getting out and about to shop.

We've worked to make shipping costs affordable, with the majority of cities and states served by flat-rate shipping, and with the opportunity for retail customers to earn free shipping when your order value is over a certain amount. Please refer to the information below.

Retail Customer Shipping Rates by State/Territory/Area 

  • NSW, Brisbane & South QLD 
    $10 flat rate for orders under $120. 
    Free shipping for orders over $120*. 
    Free pickup in Lismore.
  • VIC & ACT
    $10 flat rate for orders under $120. 
    Free shipping for orders over $120*. 
  • Rest of QLD, Adelaide & TAS
    $15 flat rate.
    Free shipping for orders over $150*.
  • Perth
    $20 flat rate.
    Free shipping for orders over $180*.
  • Rest of SA, WA & NT
    Live postal rates.

Delivery times

Delivery times have lengthened across the country generally, because of COVID-19. Australia Post and various freight companies have cut staff or have staff working split shifts to minimise contact. This, combined with the sheer increase in online ordering, is causing delivery delays. We cannot control these time delays but we know you'll be eager to receive your SimplyClean parcel, so we always have your order on the road the same or next business day. 

All SimplyClean products are manufactured in the Northern Rivers region of NSW and are shipped directly from our factory. Australia is a vast country, so depending where you live, delivery can take some time, particularly at the moment.  

In normal times you can expect the following approximate delivery times for your SimplyClean:

  • Brisbane and South QLD in 1-4 business days.
  • Sydney, Melbourne, Canberra and Adelaide in 2-10 business days.
  • Regional centres in NSW, VIC, ACT and QLD, and TAS, in 5-10 business days.
  • Rural areas of NSW, VIC, ACT, QLD, SA, WA and NT in 5-10+ business days.

We are sorry if your order takes longer to reach you and really appreciate your patience.

  • Did you know that couriers are not allowed to deliver to post office boxes, and parcel lockers? For this reason your parcel will come with Australia Post to these destinations.

Returns policy

You may return most new, unopened items within 14 days of delivery. They must be returned in saleable condition.

Incorrect or defective items

If the return is as a result of our error – ie you received an incorrect or defective item – this must be reported to us within 14 days of receipt and you will receive a full refund.

In certain situations – for instance, if you decide to keep the product – we will issue you with a store credit.

If the return is because of our mistake, we will also pay the return shipping costs. Please supply product photographs for us to process these returns, along with batch information (printed on the container, or on stickers for bulk items) and give us as much detail as needed about the problem.

Change of Mind

If you are cancelling an order or returning products because you have changed your mind, we will issue you a refund minus a 2.5% charge. This will cover the payment processing fee we have paid to a 3rd party when processing your order. If this is a larger order, we will also charge an unpacking and restocking fee of up to 4%, or $5, whichever is the greater and reflects the work required.

If you initially elect to collect an order from our warehouse but subsequently do not collect it, we will remind you by email and text message. If you live at a distance we will happily send your order if you pay the shipping cost that applies to your order. If you do not collect, or pay postage for your order and we do not hear back from you we will return stock to our shelf after 1 month.

Not sure? Ask us

If you are unsure if an item is eligible for return, please contact us and we can talk about it.

Refund timeline

You should expect to receive your refund within four weeks of giving your package to the return shipper – in many cases you will receive a refund more quickly. This time period includes:

  • the transit time for us to receive your return from the shipper (5 to 10 business days),
  • the time it takes us to process your return once we receive it (3 to 5 business days); and,
  • the time it takes your bank to process our refund request (5 to 10 business days).

How to return an item

If you would like to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and then click the Return Item(s) button. Send us the item and we'll notify you via e-mail of your refund once we've received and processed the returned item.

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