Shipping policy

SHIPPING & DELIVERY

All orders are shipped from our manufacturing facility in Brisbane, Australia. Please ensure your shipping address is accurate when placing an order. If an order is returned due to an incorrect address, you will be responsible for the additional delivery charge to re-ship the order.

Processing & Shipping Times

  • We strive to dispatch all orders within three business days. However, during peak periods, slight delays may occur.
  • Orders are shipped Monday to Friday, excluding Queensland public holidays.
  • We use a shipping service provider nominated by La Que Pty Ltd.
  • Freight costs are calculated based on weight, volume, and destination. The shipping cost and estimated delivery time will be provided when the product is posted.

International Customers: Before placing an order, please check your country’s list of prohibited items and customs clearance requirements. La Que Pty Ltd is not responsible for items held, destroyed, or subject to additional clearance charges. Please consult your local customs or shipping agents for guidance.

Shipping times may be affected by:

  • Christmas & public holidays
  • Severe weather events
  • Lockdowns & other unforeseen disruptions
  • Customs clearance delays
  • We appreciate your patience and understanding in these situations.

Damages in Transit

We take great care in packing orders to prevent damage during shipment. However, once a parcel has been dispatched, La Que Pty Ltd is not liable for any damages incurred in transit. Please contact the shipping carrier directly for details regarding their insurance and compensation policies.

Tracking Your Order

  • A tracking number will be emailed to you once your order has been shipped.
  • Use this number to monitor your parcel’s delivery status, report issues, or request redirection/holds.
  • If you experience delays or missing items, please contact the carrier with your tracking number before reaching out to us.

Signature Requirement on Delivery

  • Except for tea products, all deliveries require a signature upon receipt.
  • Due to the value and nature of essential oils, we do not authorize parcels to be left unattended.
  • La Que Pty Ltd is not responsible for incorrect deliveries by the carrier or for parcels signed by the wrong recipient at Collection Centres.
  • If your goods are not received within the designated timeframe, please check your tracking number before contacting us or the carrier.

Returned Uncollected Parcels

  • We are not liable for items that remain uncollected within the specified timeframe set by our carriers. Additionally, we are not responsible for parcels returned due to incorrect or incomplete address information.
  • If a parcel is returned due to non-collection, you will be charged for re-shipping plus an additional 20% of the total order cost to cover checking, repacking, and return postage fees.
  • If you choose not to have the product re-sent, a refund will not be issued. Instead:
    • 20% of your order value will be deducted for return processing costs.
    • The remaining 80% will be provided as store credit, valid for one year from the original invoice date.