FAQ

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About Sassy Organics

Where are you located?
Sassy Organics is located in South East Melbourne, Victoria.

Do you have a physical store?
Unfortunately, we don’t have a physical location just yet. We are purely an online store.

Can I pick up my order?
We don’t offer parcel pick-ups just yet but are considering it for the future. You can sign up for the Sassy Organics newsletter here to be notified when we offer pick-ups and other updates to our shipping and handling processes.


Delivery

When will my order be shipped?
We ship twice a day to ensure a quick delivery. If your order is placed before 1 pm, it will be shipped the same day (before 5 pm). If your order is placed after 1 pm, it will be shipped the following business day. Please note that we don’t ship on the weekend and public holidays, due to the closure of Australia Post.

What carrier do you use?
We use Australia Post for all orders (domestic and international). Thanks to, Australia Post’s carbon-neutral parcel delivery service all Sassy Organics orders are carbon neutral. 

How long will it take for my order to arrive?
Sassy Organics is in Melbourne, so this will depend on your distance from us. The following are approximate delivery times according to Australia Post’s calculator.

Standard shipping
Adelaide, Canberra and Sydney: 2-3 business days 
Brisbane and Hobart: 2-4 business days 
Country Victoria: 4 business days 
Melbourne: 2 business days 
Perth: 6 business days 

Express shipping
Postcodes within the Express Post delivery network - next day delivery * 

Postcodes outside of the Express Post delivery network - see here. 

*The next business delivery day is applied from the time that Australia Post ships your parcel. You can learn more here. 

Do you offer free shipping?
We sure do! Enjoy free standard shipping on all orders over $100. A flat fee of $7.95 applies to orders under $100.


Do you offer express shipping?
Yep! Express shipping is $14.95. Be sure to select this option at checkout. In most cases, if your postcode falls within the Express Post delivery network, your express parcel will be delivered the next business day. For postcodes outside of the Express Post delivery network, there is no guarantee that your parcel will be delivered the next business day. You can see a full list of postcodes, which are outside of the Express Post delivery network here. 


Will I receive a tracking number?
Once we process your order, you will receive a dispatch email from Sassy Organics containing your tracking number and the items shipped. You will also receive an email from Australia Post with tracking details.

What if I am not home when my delivery arrives?
All parcels sent by Sassy Organics require a signature on delivery. If you are not home, a card will be left for you to pick up your parcel from your nearest post office. At the checkout, you can request that your parcel be left at home, without a signature on delivery. Please note, however, we cannot be held responsible if your parcel goes missing.

Can I change my delivery address after my order was shipped?
Yes, you can. After your order has been shipped, you will receive an email from Australia Post with your tracking details. You will be able to request a change of address via this email. Please note: you will need to create an account or log into your existing account with Australia Post to complete the parcel redirect process.
 

Do you ship internationally?
Currently, Sassy Organics only ships to New Zealand, USA, Canada, UK, Ireland, Singapore and Hong Kong. The final delivery cost is based on the weight of your parcel and it will be displayed at the checkout. Please note that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer’s responsibility.

Please check with the customs office in your country to determine what these additional costs will be before proceeding with the purchase. You can also learn more by visiting Australia Post guidelines for New Zealand, USA, Canada, UK, Ireland, Singapore and Hong Kong.


Returns and refunds 

Do you offer returns?
We have a 30-day returns policy if your item does not meet the consumer guarantee, in accordance with Australian Consumer Law or if you have simply changed your mind. You can learn more by visiting Sassy Organics Returns and Refunds Policy.


What if I am simply not happy with my product?
Sassy Organics has a 30-day returns policy for change of mind. Meaning, if you are not satisfied with your purchase, you are welcome to return it to us within 30 days of when you received it. We can provide either an exchange or a full refund, excluding original delivery costs. Please note that all returned products must be unopened, in their original box and packaging, sealed and unmarked, suitable for restocking and sale as a brand-new item.  Any product returned which is received damaged, opened, used or otherwise blemished will not qualify for a refund and will be held until the buyer pays for redelivery. If the product has been opened, we are not able to provide a refund, unless the item is faulty and does not meet the consumer guarantee, in accordance with Australian Consumer Law.


How long does it take to get a refund?
As soon as we have received your product/s and we are satisfied with the condition of the products, we will process a refund and provide a confirmation email. Please note that it may take a day or two for your refund to appear in your account.


My order arrived damaged
Oh no, we’re sorry to hear that! We pack each order with the utmost care but, due to the large volume of parcels Australia Post handles, damage can occur. If your order arrived in a not-so-perfect condition, please send a quick email to info@sassyorganics.com.au with photographs of the damaged product. We may also ask that you take your parcel to your local Australia Post office for them to inspect, so we can then lodge a claim. In any case, we aim to have this sorted for you as soon as possible.   

 

Promotions and discount codes

My discount code is not working
If your discount code is not working, please send us a quick email at info@sassyorganics.com.au or use the help form (on the bottom left corner of each page) and we will look into it straight away. It helps to provide us with the name of the discount you’re using and the error message you’re receiving. Please note that you can only use one discount code at a time.
 

Am I able to use 2 discount codes at the same time?
No, you are only able to use one discount code at a time. If you have signed up to the Sassy Organics newsletter and received a discount code, but you also have another code (i.e. a weekly promotion code), we suggest you use the weekly promotional code first and use your welcome discount code next time you shop with us.


I have signed up to the Sassy Organics’ newsletter, but I have not received a discount code.
If you have signed up to the Sassy Organics newsletter, you should receive an email you’re your welcome discount code within minutes. Please check your spam folder. If you still haven’t received your email and code, please send us a quick email at info@sassyorganics.com.au or use the help form (on the bottom left corner of each page) and we will look into this straight away. Please note that if you are already on our mailing list and are trying to sign up again, you will not receive an email in this instance. Also, if you were previously subscribed to our mailing list and you unsubscribed, then you won’t be able to subscribe again.
 

I can’t see your weekly promotions
Our weekly promotions & discount codes can be found in the Weekly Offers section.


Can I use a discount code on the Sassy Organics gift voucher?
Unfortunately, a discount code cannot be used when purchasing a gift voucher.


Payment options
Sassy Organics offers a secure checkout and a range of payment options including Master Card, Visa card, American Express, PayPal, Afterpay and zipPay.

You can learn more about zipPay here.

You can learn more about Afterpay here.

 

Our recycling program

What recycling program do you run?
Sassy Organics introduced a Recycling Program via TerraCycle ®, which turns plastic beauty packaging into new products such as picnic benches, kids’ playgrounds and garden bed boxes. To date, TerraCycle ® has collected billions of pieces of waste across 21 countries and raised over 44 million dollars for charities worldwide.  You can learn more about our recycling program here.


How do I participate?

1. First, check to see if your council already has a program to help locals recycle their empty personal care products.  

2. If not, simply start collecting the empty products in a recyclable box – your original Sassy Organics delivery box works great.  

Note: The products need to be as empty as possible. TerraCycle ® recommends cutting the packages or using a tool to scrape out as much product as possible. That said, you DON’T need to wash or rinse the packages – just be sure they’re fully empty.  
 

3. Once you’ve collected a couple of months’ worth, or a full box, of packaging, write your name, phone number, email and address on a piece of paper and put it INSIDE the box. This way we know who to give the $10.00 store credit reward to! 

4. Tape up your box and send it to the following address: 

​
Sassy Organics Recycling Program 

PO Box 2665 

Dunearn 

Vic 3175 

5. Receive your confirmation email and your $10.00 store credit on your Sassy Organics account (don’t have an account yet? Create one here). If you have any questions send us an email at info@sassyorganics.com.au. We’re more than happy to help.  

You can learn more about TerraCycle ® program and what product packaging is accepted here

 

Rewards

How do I accumulate rewards?
You accumulate rewards by simply shopping with us! For every dollar spent you will earn rewards, which can be used towards your next purchase. Essentially, you receive 5% off your order (in rewards value) each time you shop with us.

Here is an example of how you will be rewarded.

1.Spend $100.00 and receive $5.00 in rewards value

2.Spend $200.00 and receive $10.00 in rewards value

3.Spend $300.00 and receive $15.00 in rewards value and so on
 

After placing an order with us, you will receive an email that contains your rewards value based on your last order. To check your reward point balance at any time, go to your Sassy Organics account and check your balance under Voucher/Rewards.


How do I check my reward balance?
To check your rewards balance, log into your Sassy Organics account and under Voucher/Rewards you will see your rewards balance.

How do I use my rewards?
First, you will need to log into your Sassy Organics account to see and use your rewards. When you get to the checkout page, on the left side of the page, under Payment Details you will see the Rewards program and credit available. You can choose to apply the entire or partial amount as a credit towards your order. You can learn more about Sassy Organics Rewards Program here.

 

Gift Vouchers

How do I purchase/send a gift voucher?
You can purchase Sassy Organics electronic vouchers here.

Simply add your nominated voucher to a cart and proceed to the Checkout page. You will then be asked to personalise your voucher by adding the sender’s and recipient’s name, the recipient’s email, time and date when the voucher is to be sent and your message that will appear on a gift voucher. You will then proceed to a checkout, where you can finalise and pay for your order.
 

Can I select a time and date when the voucher is to be delivered?
Sure! Before finalising and paying for your order, you will have the option to add a time and date of gift voucher delivery.

How do I redeem my gift voucher?
When you get to the Checkout page, on the right-hand side, you will see a spot for a voucher (just below discount). Click on ‘Voucher’ and enter both the Voucher Code and Secret Code from your voucher email and press enter.

Then, on the left side of the page, under the Payment Details section, click on Redeem Voucher. Your gift voucher with available gift card credit will come up and you can select the amount of credit that you want to use. You can use the entire amount during a single transaction or spread it over several orders.

My voucher code is not working
Please send us a quick email at info@sassyorganics.com.au or use the help form (on the bottom left corner of each page) and we will follow this up straight away. It will help if you provide us with your name, email, voucher code & secret key and describe the error message you’re receiving.


Organic certification

What is organic?
Organic produce has been produced according to certain production standards.  Before a product can be labelled organic, a Government-approved certifier inspects the farm where the food is grown to make sure the farmer is following all the rules necessary to meet organic standards. The basic principle of organic farming is to achieve optimum quantities of produce and food of high nutritional quality without the use of artificial fertilisers or synthetic chemicals. It does not use genetically modified foods, growth promoters or hormones.  

A key factor is that organic farming is consistent with sound moral and ethical principles; it benefits the environment, the air and the soil, our children and farmers.  It stores more carbon in the soil and there is less wildlife and environmental damage from fertilizer and pesticide run off.  Organic farmers are rearing animals with care and attention to their welfare.  They are allowed to roam free as animals should and are given the opportunity to grow and develop in the most natural and humane way possible. 

 

What is certified organic?
In Australia, organic certification is performed by several organisations that are accredited by the Department of Agriculture, Fisheries and Forestry (DAFF), formerly the Australian Quarantine and Inspection Service (AQIS) under the National Standard for Organic and Biodynamic Produce. Currently there are 7 registered DAFF accredited certifying bodies.

In Australia, there are seven organics certification companies that have been approved by AQIS:

Australian Certified Organic (ACO) is Australia’s largest certifier for organic and biodynamic produce and has over 1500 operators within its certification system. ACO is a not for profit fully-owned subsidiary of Australia Organic Ltd. Certified organic mean that the product contains over 95% certified organic content and can be labelled ‘organic’ or ‘certified organic’ on the front of the product, and the logo can be displayed on the front too! The remaining ingredients (5%) must still comply with the requirements of the organic Standards e.g. non-gmo, non-synthetic, non-irradiated, non-nano, etc.  ACO reviews all ingredients used in products to ensure they comply with the organic Standards.

What does it 'made with organic ingredients' mean?
Products under 95% certified organic content cannot be labelled ‘organic’ or ‘certified organic’ on front, the regulated claim is ‘Made with certified organic ingredients’. 
 
What does ACO stand for?
Australian Certified Organic (ACO) is Australia’s largest certifier for organic and biodynamic produce and has over 1500 operators within its certification system. ACO is a not for profit fully-owned subsidiary of Australia Organic Ltd. ACO provides certification services to operators from all sectors of the organic industry. Certification ensures compliance with national production standards and allows trace back of all products to their origin.
 

What does COSMOS stand for?
COSMetics Organic and natural Standard (COSMOS) as an approved certifier for Organic and Natural cosmetics as well as cosmetics raw materials, following an accreditation process through the International Organic Accreditation Service (IOAS). The product must not be called “organic”, for example, “organic shampoo”, unless it is at least 95% organic, measured as a percent of the total product. For products that are less than 95% organic, it is allowed to make reference to the organic ingredients on the label and in promotional literature, such as “Shampoo with organic jojoba oil”.

 
What does USDA Organic stand for?
In order to label a product as, "Organic" the product must have the following characteristics. 
  • The product contains at least 95% organic ingredients.
  • The remaining 5% ingredients can be non-organic allowed ingredients. 
  • Ingredient exception - any agricultural ingredients in the product must be organic unless not available.
  • An "Organic" product is allowed to wear the USDA Organic Seal. ​