At Spice Zen we aim to make it simple and hassle free for you to order, pay, receive and enjoy our products. Below are some basics about how you can purchase our products.
Ordering
- Select the products you want to purchase and add them to the cart
- This will include any products ordered through the subscription service
- Please review your order from the cart and make any changes
- Our delivery charge to Australian and New Zealand locations is fixed except for some bulky items or delivery to regional & remote locations. We will contact you if your order requires supplementary shipping charges. We will notify you by email. Our carriers usually delivery the parcel within 5 business days in Australia and 14 business days in New Zealand after shipment
- Our delivery charge to most destinations in USA is fixed, except for some bulky items. We will contact you if your order requires supplementary shipping charges. We will notify you by email. Our carrier delivers within 21 business days after shipment for most destinations in USA. You can be confident of your order amount when you proceed to payment
- Delivery period can be impacted for regional and remote locations or in exceptional circumstances
- We don't have a pre-determined shipping charge to other countries at this stage. Please email us your requirements if you want the parcel shipped to other locations and we will respond with the shipping charges
- Once you are sure of the order, proceed to payment.
Payment
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We have secure online payment facility through Braintree (a Paypal company) integrated with our website
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We also accept payments over the phone with credit card, which will be processed through Square. We recommend online payments for security reasons
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We accept all major credit cards including American Express, Visa and Mastercard. We also accept Visa and Mastercard debit cards
- We accept payments made through Apple Pay and Google Pay
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We do not charge any credit card fees
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We do not accept other payment options currently but expect to expand them in future
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Products will only be shipped when we receive full payment, including delivery charges.
Dispatch
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You will receive an email confirmation of your Order on receipt of the payment. Please note that this is not a guarantee that your Order has been accepted by Spice Zen
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We aim to process, pack and ship your Order within 3 business days. You will receive updates on the status of your order
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One of the updates on the status of your order will say "Awaiting Shipment" – this is your confirmation that Spice Zen has accepted your Order
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Sometimes due to unforeseen circumstances we may not be able to dispatch your order – we will contact you within 2 business days of placing the Order if this is the case and organise to ship alternative products or refund your payment.
Shipping & Delivery
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We try to use couriers that deliver your order quickly. However some destinations have limited courier options
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An update on the status of your order saying "Shipped" means that your order has been dispatched. This email will also contain the tracking details for your order
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The couriers we use deliver parcels within 2-3 business days to all Australian capital city locations
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It can take longer for regional, remote and overseas destinations
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For orders below $120, our standard instructions do not require the courier company to get receipt confirmation. We instruct the courier company to get receipt confirmation for any single parcel over $100 in value, unless you authorise otherwise
- Please provide a street address for shipping. Delivery to a PO Box is usually not possible. The Sydney metro $60 free shipping option is not available for PO Box addresses. Please provide any special delivery instructions when you check out. We will request the courier company to the extent this is possible
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Please contact us if for any reason your Order is delayed or not received. Obviously this is beyond our control but we will try to follow up with the courier company on your behalf.
Refunds
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Spice Zen complies with NSW and Australian consumer law. You can seek refund or replacement of goods as specified under the law
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You have the option of replacement product or a refund in case you receive damaged or incorrect goods
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The refunds are usually processed within 10 business days of receipt of returned goods
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The refunds will only be processed to the card that was used to pay for the Order.
Please click the link for Spice Zen’s detailed Terms of Use.
Please click the link to see how Spice Zen will use your private information and your cookies. (Privacy Policy and Policy on Cookies)
Your Consent
By using our website, you consent to our Terms of Use, Privacy Policy and Policy on Cookies.
Changes to our Ordering & Shipping, Terms of Use, Privacy Policy and Policy on Cookies
If we change our Ordering & Shipping, Terms of Use and Privacy Policy or Policy on Cookies, we will modify these pages and update the modification date below.
The above policies were last modified on 8 January 2019
We aim to delight our customers. We welcome your help to improve our products and service. Please contact us if you wish to discuss any issue or provide feedback on:
Phone: 0490 88 57 00 or +61 490 88 57 00 (if calling from overseas)
Email: info@spicezen.com.au
Website: www.spicezen.com.au
Postal: PO Box 8, Roseville NSW 2069 Australia
