frequently asked questions
How long do I have to return my purchase?
Items must be returned within 7 days of original dispatch date in its original condition and include all original packaging. Please allow 10 working days from the day you return your product for your account to be credited or your exchange to be re-delivered. This return policy is applicable for change of mind and lack of expertise for use of product, however a restocking fee of 15% (or $15 whichever is greater) of the original purchase price will be deducted.
How long does it take for me to receive a refund?
Please allow 10 working days from the day you return your product for your account to be credited.
How will I be refunded?
Refunds are issued through the same transaction method used to make the original purchase.
How do I send my items back for exchange or return?
Please download and fill out the Returns Form or contact us at ecustomerservice@adoretanning.com to initiate the returns process.
We recommend you utilise registered post as we do not take responsibility for items not received if you attempt to send an item via non-registered post. Please enclose a copy of your tax invoice and mail the product in a secure package to:
Adore Tanning Store Returns
C/- BSB Pacific Pty Ltd
15 Production Drive
Campbellfield VIC 3061
What if my item is faulty?
Items will be inspected by our Product Assessments team and if the item is deemed faulty due to manufacturing, we will replace or refund the product free of additional freight & re-stocking charges.
Do you place items on back order?
Any out of stock items totalling less that $100 (including GST) will not be back ordered unless requested by the customer. Any back orders will be delivered free of charge.
Do you offer a warranty on your products?
We stand by all of brand specific warranties and these may vary across each brand. Please contact us at ecustomerservice@adoretanning.com if you have any further questions or have a concern with a purchased item.
I need personal assistance with my order. Who can I contact?
Our Customer Service Team is happy to assist you with your order. Please call 1300 867 826 (GMT+10) or email us at ecustomerservice@adoretanning.com
What are cookies?
Cookies aren’t just for eating. Cookies are alphanumeric identifiers that make it possible for us to recognise your browser when you visit by using cookies, we can personalise your return visit and save you time during checkout. However, in order to enjoy the benefits of being a registered user, your browser must be set to accept cookies so they are not used unless you have a setting for them.
How do I create an account?
Creating an account is quick and easy! Simply click on the ‘My Account’ and then on “Register” buttons, which are located on the top right hand side of the page. You will then be prompted to a new page where you will fill in your details as requested before clicking ‘Register’. VOILA!, your account has been created and you should receive a confirmation e-mail to the address you registered with. HAPPY SHOPPING!
How do I update my details on my account?
Please sign into your account by clicking on the ‘My Account’ tab located at the top of the page. You will then be prompted to a new page where you can view orders, update your account details and more.
I’m having problems ordering through your website. What can I do?
Our website is best supported by Internet Explorer and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please call our Customer Service team on 1300 867 826 or email us at ecustomerservice@adoretanning.com
What payment types do you accept?
Adore Tanning accepts all major credit cards including AMEX & Debit Cards.
Do I need an ABN to shop on Adore Tanning?
Some professional brands require an ABN to purchase their products. If you are wanting further information, please call our Customer Service team on 1300 867 826 or email us at ecustomerservice@adoretanning.com
Is it safe to use my credit card on your site?
Adore Tanning uses world-class secure payment gateways and data encryption so your credit card and payment details will always be secure.
Can I place my order and pay later?
Payment is due in full prior to dispatch of goods.
Are your prices in Australian Dollars (AUD)?
Yes, all pricing is in Australian Dollars.
Do you match prices if I see an item on sale elsewhere?
No, but we do our best to ensure we have competitive prices.
Do your prices include GST?
Yes, all prices include GST.
How long does delivery take?
All orders placed by 1pm will be shipped same day. Customers can expect to have their correctly completed order delivered within 1-5 working days, subject to the final destination. A business day is Monday through to Friday, excluding weekends and public holidays.
Will I have to sign for my delivery?
Yes, however you may nominate to have the parcel left without a signature (e.g. on your door step) at your own risk. Otherwise we suggest delivery to a home or business address where someone is available to sign for delivery during business hours. Customers are responsible to have someone at the delivery address to sign for and accept the delivery. Cost for re-delivery attempts will be passed to the customers of the delivery address if unattended at the time of delivery.
What is the postage & handling charge on orders?
Please see Delivery and Shipping for all shipping details.
How do I change my shipping address after my order has been placed?
Your shipping address can be changed as long as your order has not left the warehouse. To change your shipping address, contact our Customer Service team as soon as possible on ecustomerservice@adoretanning.com or call 1300 867 826 (GMT+10).
My items haven’t arrived yet. What can I do?
Please allow up to five business days for your order to arrive. We will make every effort and use all reasonable endeavours to deliver your order on time and intact; however some matters are beyond our control. We will not be liable for such delays, lost shipment or transit damage. If you have not received your order within the expected delivery time frame specified or in a damaged condition, please contact our team at ecustomerservice@adoretanning.com or call 1300 867 826 (GMT+10) quoting your order number.
I have received the wrong order. What do I do?
Any incorrect, missing or damaged items received must be reported to ecustomerservice@adoretanning.com within 24 hours of you receiving the delivery, by email only. If item(s) received is not what was ordered, please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by you of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter. You will not be charged for re-delivery of items under this clause.
Do you ship internationally?
We currently ship only within Australia and to New Zealand.
Do you ship to PO Boxes or Parcel Lockers?
We do not deliver to PO Boxes or Parcel Lockers.
How do I know it is safe to shop with you?
Your personal details are kept confidential at all times and your information will never be sold to anyone outside of our business. For added security AdoreTanning uses world-class secure payment gateways and data encryption to ensure your personal details, passwords and payment information will never fall into the wrong hands. Protecting your privacy and practicing discretion is important to us so if you feel that this has been mistreated or you simply wish to contact us about our policy please do at ecustomerservice@adoretanning.com
Can I view the status of my order?
You can keep up to date with the status of your order by clicking on the ‘My Account’ button located at the top of the home page and the selecting the option ‘Orders’ This will then take you to the Orders page, this page includes every order you’ve placed at Adore Tanning and outlines the status of your order/s.
How do I update my shipping and billing address?
You can update and add to your address details but clicking on the ‘My Account’ button located at the top of the home page and selecting the option ‘Profile Details’. To edit the current address just re-enter your new details over the existing address and click ‘save’ located at the bottom of the page, once you have completed updating. Underneath the billing address details it will ask you if this is the same address as the shipping- if you require an alternate address for shipping please select ‘no’ and enter your shipping address and click ‘save’ once you have completed your details.
I’ve forgotten my password. What should I do?
Click on the link ‘Forgot Your Password’ on the ‘Sign In’ page, this will then ask you to enter your email address and an email will be sent to the address containing a link to verify your email address. When you click on that link your email address will be verified and you will then be emailed a new password.
How will I know you have received my order and when will my payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Payment will be deducted as soon as you complete your purchase. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will only charge your credit card for the value of the items in stock.
Do I need to create an account to place an order?
You do not need to create an account to place an order however by registering with us you will be able to enjoy the following benefits through your account:
- Track your orders and review past purchases
- Save your address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status.
How do I know if a product is in stock?
All items are in stock unless “Sold Out” is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
