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Frequently Asked QuestionsFrequently Asked Questions

Thank you for taking the time to go through our FAQs.

With our long company history, we've compiled a list of commonly asked questions and answers to help and guide you when shopping with us. If you need more assistance, please do not hesitate to drop us an email at support@greenorganics.com.au
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General Information
Why shop with Green Organics Beauty?
Are your products genuine brand and fresh?
How do I change my personal details, such as my address and phone numbers?


Security & Payment
Is it safe to purchase in your online store?
What Payment Options are available?
Are my details secure?
My Credit Card Transaction will not go through at checkout. I keep getting an error message.


Delivery Information
When will I recieve my parcel after I have placed my order?
What happens if my parcel delivery doesn't arrive?
Are there any shipping /handling charges?
How do you package your items?
Do you deliver to PO BOX addresses?


Order Information
Are gift sets, value packs, starter kits considered as 1 product item or multiple items?
How can I track the status of my delivery?
What is your refund / exchange policy?
Can I make changes or Cancellation to my order?
How do I redeem my gift voucher / claim my discount promotions?
Reward Points, Reward Vouchers & Gift Certificates

How do I earn reward points?
How do I claim my reward points to Vouchers?
How do I use my reward vouchers?
What if I return an item and I use a Green Organics Voucher / Certificate as part of the payment?
Why are my reward points not credited after my purchase?
What are the Terms and Conditions for using vouchers?
What are the Terms for using a Green Organics Gift Certificate?


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General Inforamtion
Why should I shop with Green Organics? (Back to Top)
Click here to find out everything we stand for:
Our Mission
Our Purpose
Our Slogan
Our Promise
Our Rewards

Click here to visit our missions page


Are your products genuine brand and fresh? (Back to Top)
100% genuine. Our reputation is built on your complete satisfaction

How do I change my details, such as my address, and phone numbers?(Back to Top)
It’s so easy. Simply log in to your member area and click onto the heading that says change your personal details. From there you can change your details such as your address, telephone, postal address password etc.

Security & Payment
Is it safe to purchase at Green Organics Beauty store? (Back to Top)
We would not put your security at risk and and have taken all security measures to ensure your shopping experience is safe, happy and most importantly, SECURE. We secure your online transactions with 256 bit SSL certificate issued by GeoTrust.

What Payment Options are available? (Back to Top)
Green Organics will accept payment in the following forms:

Credit Cards
All credit card information is sent directly to our merchant account processing company, EWAY, through a highly secure 256-bit SSL certificate using HTTPS.

Bank Cheques / Personal Cheques / Money Orders
Please make cheque payable to "Green Organics P/L - (invoice #)". Once cheque is received and cleared, your purchase will be sent to you immediately.

Electronic Funds Transfer / Bank Transfer
One of our Green Organics staff will contact you with banking details for you to perform the electronic transfer.

CLICK HERE TO FIND OUT OUR SECURE PAYMENT METHODS


Are my details secure? (Back to Top)
We do not share the information gathered through this web site or any personal information with any other 3rd party. The personal information that is collected from either the signup process, one on one visits, telephone conversations or pickup request process is utilized solely for making the Green Organics user experience more enjoyable. Please read our PRIVACY POLICY for more information.

My Credit Card Transaction will not go through at checkout. I keep getting an error message.
Possible reasons includes:
* Incorrect credit card details was inputed. Please check the name, card number and expiry date corresponds exactly to that shown on your card.
* The BILLING ADDRESS is different to the address for your credit card. In step 2 of the checkout procedure, you are asked to check and confirm your billing address. Make sure your billing address is the same address as it is on your credit card.
* Your credit card may have expired.
* Your credit card may have reached its limit.

If in doubt, please contact your credit card provider for more details




Delivery Information
When will I recieve my parcel after I have placed my order? (Back to Top)
Normally within 1 - 2 business days for Australian customers.

For remote areas, it may take between 5 - 15 business days.

International customers outside of Australia may take between 5 - 21 business days.

CLICK HERE to check our delivery times.


What happens if my order delivery doesn't arrive? (Back to Top)
Deliveries can take up to 7 business days for major cities and 21 working days for remote areas of Australia. If your order has not been receieved by this time, please contact us by telephone on 02 8095 9256 or email us at support@greenorganics.com.au with your order invoice id. As all deliveries within Australia are sent via express post (with tracking), we will immediately put a trace through for you to track the item location.

EXPRESS POST DOES NOT REQUIRE SIGNATURE ON ARRIVAL AND IT'S NOT INSURED. IF YOU REQUIRE SIGNATURE ON ARRIVAL, OR IF YOU REQUIRE INSURANCE, PLEASE LET US KNOW AND WE WILL MAKE ALTERNATIVE SHIPPING ARRANGEMENTS FOR YOU. ADDITIONAL CHARGES WILL APPLY

For International customers, all packages are sent via normal Australia Post Air Mail (there is no tracking or insurance). If you require tracking and insurance, please contact us to make alternative shipping arrangements. Additional charges will apply.

All items purchased from Green Organics Pty Ltd are made pursuant to delivery arrangements. This means we are not responsible for any loss or damage attributed to Australia Post or couriers handling.

Are there any shipping /handling charges? (Back to Top)
For Australian Customers Only -
Shipping is charged at a flat rate of $7.90 per order delivery via express post. (Up to 3kg)

FREE Express Shipping for orders over $99 (Up to 3kg)

For New Zealand, Hong Kong and Unite States Customers Only -
Shipping charge will be according to the weight of the parcel

Click Here for full shipping information

How do you package your items? (Back to Top)
To ensure that the product you receive will be exactly the same as it is when it leaves our warehouse, all products sent to you will be boxed with shredded paper and foam, or wrapped in a thick layer of bubble wrap. Foam and shredded paper is used to fill in empty gaps to ensure stability of the products. Some products will be tapped to ensure the cap does not come loose or fall off during transit.

Do you deliver to PO BOX addresses? (Back to Top)
YES, we do deliver to PO BOX addresses. At Green Organics, we deliver your goods Australia-Wide! Orders placed before 3:00pm will go out by EXPRESS POST COURIER. Delivery usually takes 1 - 2 business days within Australia. We reserve the right to reject sending to PO BOX addresses if the order is too large. For large orders, we may deliver to a physical address.

To ensure. FAST DELIVERY and SAFE ARRIVAL. Please provide us with the correct shipping address.


Order Information
Are gift sets, value packs, starter kits considered as 1 product item or multiple items?(Back to Top)
Each item associated with a product code is considered to be 1 product item. A Gift Set is 1 product item. A value pack is 1 product item. A Starter Kit is 1 product item.


How can I track the status of my delivery?
(Back to Top)
We want you to have full control and access to the status of your delivery. You can pin point the exact status by.

1. Logging into your account
2. Going to your personal member area
3. Clicking onto the 'My Orders' link
4. Click onto 'Order Details'

You may encounter one of 4 different status alerts and each are decoded as follows:
Awaiting Payment - If you selected to pay by cheque or Bank Transfer (EFT) at checkout, we are still waiting for payment to be received and cleared by our bank. Once payment has been received and funds have been cleared, the status will be updated.
Payment Success - Your order and payment has been received and still pending to be sent.
Shipped - Your product has left our warehouse and is heading your way via courier or Express Post. Turn around time is normally 1 - 2 business days within Australia. 5 - 21 business days for international customers.
Out of Stock - Waiting for Supplies - The product that you have ordered is currently out of stock. When stock arrives, it will be sent out immediately. If multiple products are purchased, it is to our discretion whether to to first send out the products in stock and a post (back order) delivery will be done when the out of stock item arrives in our store.
Cancelled - You have informed us to cancel your order. The order will not be sent



What is your refund / exchange policy? (Back to Top)
We want you to be completely satisfied when you are shopping with Green Organics Australia. I'm completely fed up with all the stories that I hear with companies making it so difficult for customers to claim their money back because of all the strict refund criterias that are forced onto customers. I myself have experienced such bad experiences with other companies and I want to make sure with our money back offer, you clearly know everything up-front where there are no sneaky fine prints and no over-the-top conditions.

Simply, we offer a full 30 days money back guarantee on all our products. Yes ALL OF OUR PRODUCTS. We only have 3 criterias

1. We require the goods returned to us to be in its original condition (Unopened & original package).
2. We require the good/s to be returned to us within 30 days from the date of purchase.
3. We require that you complete a RMA form stating
- Nature of Return
- Reason
- Whether you like a refund, credit or exchange

How To Use RMA Form:
Please send an email to support@greenorganics.com.au to obtain your RMA Form and Number

All returns should be sent to us with your RMA number to:
PO BOX 20841 Sydney NSW 2002


Can I make changes or Cancellation to my order? (Back to Top)
Changes and cancellation can only be made before your product is shipped out from our warehouse.

How do I redeem my reward vouchers / claim my discount promotions?
(Back to Top)
All promotions and discounts awarded by Green Organics can be redeemed at check out.

The procedure is as follows:
1. Select and add the products that you wish to purchase to your shopping cart.
2. Click the check out button to checkout
3. At the step 1 of the check out procedure, there will be a field at the bottom where you can enter your promotion code or discount code to claim your promotion. Enter this code into the field.
4. Click the green button "Apply Discount"
5. You will go to the following page asking you to confirm your discount.
6. Click confirm your discount button if you wish to use your discount or promotional voucher.


Reward Points & reward Vouchers
How do I earn reward points? (Back to Top)
Any product/s you purchase from 'Green Organics' earns you reward points. If you are a new customer, you will automatically get 100 reward points for simply registering an account with us.

$1 = 1 reward point (Normal Members)
Example 1: Check out amount = $72.90 | Your reward points = 73 points
Example 2: Check out amount = $34.20 | Your reward points = 35 points
Example 3: Check out amount = $88.00 | Your reward points = 88 points


$1 = 2 reward points (Silver Members)
Example 1: Check out amount = $72.90 | Your reward points = 146 points
Example 2: Check out amount = $34.20 | Your reward points = 69 points
Example 3: Check out amount = $88.00 | Your reward points = 176 points


$1 = 2 reward points (Gold Members)
Example 1: Check out amount = $72.90 | Your reward points = 146 points
Example 2: Check out amount = $34.20 | Your reward points = 69 points
Example 3: Check out amount = $88.00 | Your reward points = 176 points



How do I claim my reward points to Vouchers? (Back to Top)
1. Register to become a 'Green Organics' Member
2. Login To Your Account Member Area
3. Click on the heading 'My Reward Points'
4. Select the voucher amount you want to redeem. (Make sure you have sufficient points to claim the voucher amount).
5. Click claim voucher button and your reward points is converted to a reward voucher.

N.B 250 points minimum is required to redeem a voucher. 250 points = $5


How do I use my reward vouchers? (Back to Top)
1. Select the skin care products you want and add it to your shopping cart.
2. Click the 'checkout' button to check out
3. At STEP 1 of check out, you will be prompted to put in your voucher code.
4. Put in your voucher code and click 'APPLY DISCOUNT' button. (Your voucher code is located in the 'MY REWARDS SECTION' of your account area.
5. Your voucher will then be applied to your order where you will need to confirm to proceed with the discount.


Why are my reward points not credited after my purchase? (Back to Top)
Possible Reasons:
1. If you are paying by cheque, bank transfer or money order, your reward points will be credited once your cheque, bank transfer or money order has been cleared and payment has been confirmed.
2. Your order was cancelled - points will not be credited for cancelled orders
3. The item was returned to us for a refund - reward points will be adjusted for orders that are returned for a refund.



What if I return an item and I use a Green Organics Voucher / Certificate as part of the payment?(Back to Top)
If your returned items was partly purchased with a Rewards Voucher / Certificate, the rewards Voucher or Certificate amount will be credited back to your account. Any remaining amount will be credited against the original payment type(s). The Rewards Certificate can be used towards another purchase prior to its original expiration date.

What are the Terms and Conditions for using vouchers?
(Back to Top)
1. Reward Vouchers are non-redeemable for cash
2. Reward Vouchers are non transferable to other members
3. Reward Vouchers must be used before the expiry date
4. Reward Vouchers cannot be used at check out if the voucher amount exceeds the amount of purchase. For example, if your purchase total is $16.95 and your voucher amount is $20.00, you will not be able to use this voucher. (Note that your shipping cost is seperate from your purchase total).
5. Only one reward voucher can be used at checkout at one time.



What are the Terms for using a Green Organics Gift Certificate? (Back to Top)
* Gift certificates are not refundable
* Gift certificates are non transferable
* Gift certificates are not redeemable for cash.
* If your order exceeds the amount of your gift certificate, you must pay for the balance by credit card, cheque or bank transfer.
* Gift certificates must be used before the expiry date.







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