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The following information contains the Terms & Conditions of your use of this online store.
Please read the Privacy, Advice, Returns, Payment and Shipping sections carefully.
Has my item been added to the shopping cart?
Once you have clicked on the "add to cart" button to place an item in your shopping cart basket, your page will refresh and the item will be added to your cart. Look for the shopping cart basket in the top right column of your screen. Click on the Edit Cart link for a more detailed view of your cart.
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How do I get to the checkout?
Locate the shopping cart basket in the top right column of your screen, and click the "Checkout" link. This will take you directly to the secure checkout for completion of your purchase.
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How do I edit my items?
Locate the shopping cart basket in the top right column of your screen. Click the "Edit Cart" link. You will be able to remove items, or change the quantity you want to order.
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Why isn't my Gift Certificate working?
In April 2010 Pukka's online store underwent a large upgrade to a new system. If you have a Gift Certificate that was issued prior to April 2010, the voucher number won't be recognised in the new shopping cart checkout. Please Contact Us and a new voucher number will be issued to you.
If you are using a recent Gift Certificate number, please ensure you are entering it in the Gift Certificate field (not the Voucher field) and that you enter all digits including the dashes (-) between the numbers.
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How do I check the shipping cost on my items?
Please note that within Australia shipping is charged at a flat rate of $10.90, and is FREE for all orders over $100. For shipping outside of Australia, please email pukka@pukkaskincare.com with a list of the products you would like to order, your contact details, full name, and your delivery address. Outside Australia, delivery is by Registered, Express or Insured Air Mail (whichever is most secure yet efficient and cost-effective for your particular location). Charges are calculated both by the weight of your products, the size of the parcel, and the location for delivery.
Please note: Pukka does not deliver to all countries. If in doubt, please review your country's import restrictions, or contact Pukka directly. In addition, some countries may charge import duty taxes, which are your responsibility. No tax is charged for deliveries outside of Australia. For estimated delivery costs, please visit Australia Post.
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How do I know my order has been received?
You will receive an order confirmation email to the address you entered in the secure checkout. Please be sure to type your email address correctly or Pukka will not be able to contact you regarding your order.
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How do I track my order? Has it been shipped?
You can check the status of your order by logging in to your Member's area. If you can't find the information you need, please Contact Us.
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When will my backorder arrive?
Sometimes a product is unavailable for several days. This is usually because it has sold out and new stock is yet to arrive, or new stock is yet to be ordered. If you order a product that is not available immediately, your order will be processed, but not dispatched until the missing product is ready - then everything will be sent together.
If you require one of the other items in your order urgently, you should place it in a separate order so that it can be dispatched to you as normal.
If you are unsure about placing an order for an 'out of stock' item, please Contact Us and we can give you up-to-the-minute information on the expected availability of the item you require.
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How do I create an account?
In the side column of the online store you will see a Members box. In this box you can click on the link to go to the secure log in / account creation page. Simply enter your details, tick the Subscribe box to receive Pukka's eNewsletters, and that's it!Once you have created the account, you can use this for future purchases where the items you place in your basket will be saved even if you leave this online store and come back later.
If you are a member with a discount for all purchases, you will need to log in first to ensure the discount is applied to your purchase.
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I forgot my password.
On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.
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Do you ship to my country?
Pukka delivers to most countries that have a reliable postal service, and allow importation from Australia. Please note that perfumes cannot be shipped outside of Australia.
Orders for delivery outside of Australia must be placed via email. To place an order, please email pukka@pukkaskincare.com with a list of the products you would like to order, your contact details, full name, and your delivery address. Outside Australia, delivery is by Registered, Express or Insured Air Mail (whichever is most secure yet efficient and cost-effective for your particular location). Charges are calculated both by the weight of your products, the size of the parcel, and the location for delivery.
Pukka does not deliver to all countries. If in doubt, please review your country's import restrictions, or contact Pukka directly. In addition, some countries may charge import duty taxes, which are your responsibility. No tax is charged for deliveries outside of Australia. For estimated delivery costs, please visit Australia Post.
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What are my payment choices?
Visa, MasterCard, American Express, Bank Deposit or Cheque/Money Order.
When paying by credit card, your card is charged immediately in real time. If your card is declined an error message will appear. You will be able to enter a different card, or correct your mistake (if you accidentally typed in an incorrect digit for example). Your order will not be submitted for processing or delivery until payment is confirmed.
If for some reason your order cannot be fulfilled, you will be contacted and refunded for the unavailable item/s, or for the entire order.
Please note that payments made via Bank Deposit or Cheque/Money Order will take one to several days to process. Orders are only sent once payment in full has been received. Details on how to pay are displayed during checkout. If payment, or communication from you about your payment, is not received within 5 business days of your order being placed, it may be cancelled, and membership benefits may be removed from your account.
If any problems are encountered in processing your order, you will be contacted by phone and/or email.
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When will my order ship and what are my shipping charges?
If all items in your order are available, payment is received in full, and your order is processed before 3pm on a business day, it will usually be dispatched that afternoon. We aim to process and dispatch all orders on the same business day they are received, and most customers in metropolitan areas of Australia receive their items on the next business day.
If your order includes items that are out of stock, your order will be processed but not dispatched until all items are ready - then everything will be sent together. If you require any of the other items in your order urgently, you should place them in a separate order so they can be dispatched quickly as normal.
Within Australia delivery is always by Express Post**, ensuring you receive your order as soon as possible. Delivery is charged at a flat rate of $10.90 to anywhere in Australia, unless you spend $100 or more on products, in which case your delivery is FREE! The shopping cart will calculate this discount automatically. Charges can be viewed in the shopping cart well before confirming your order.
Delivery times as below:
1) Almost everywhere in Victoria - 1 working day
2) Most major cities in Australia - 1 working day
3) Towns outside of major cities in states other than Victoria - 2 to 3 working days
4) Remote locations - 5 or more working days
If you are waiting for an order to arrive, and it doesn't, please check your order status by logging in to your Members area on the Pukka website, and/or contact Pukka so we can track it down. If no-one was home when delivery was attempted, your parcel may be waiting at your local post office for collection. If you spend most of your weekdays at work, it could be more convenient to use your work address for delivery.
**For delivery of any order containing sugar-cane ethanol perfumes, the parcel cannot be sent by Express Post, and will instead be delivered using Registered Post. For most customers this will only extend the delivery time by 1 to 2 days. This variance in delivery methods is due to these perfumes being classified as 'Dangerous Goods' which cannot be sent in the post unless under certain conditions.
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Privacy Policy
Pukka will never share your contact, delivery or order information with anyone, except in the following situations:
1. If you tell us to share it. For example, a particular brand may offer a special gift-with-purchase in return for joining their mailing list, or they may request information as part of a returns process.
2. Where we are required to by law.
As part of providing our service of selling and delivering beauty products, information such as your name, the products you order, your billing address, delivery address, email address and phone number are collected. All information is retained in a private database for record keeping purposes. You can request the deletion of this information at any time, just Contact Us.
In order to accept payment by credit card, we offer a secure online shopping cart for you to submit your credit card details. Your details are encrypted with 128-bit SSL and sent directly to our bank for processing. Unless you place your order by phone, no one at Pukka ever sees your credit card details. If you have any questions about credit card processing, please Contact Us.
Rewards information such as the products you have ordered in the past, and their value, are retained in order to provide you with Rewards Gift Vouchers as per the Pukka Rewards Program. You can unsubscribe from Rewards at any time, just Contact Us.
Comments submitted to Pukka via email, telephone or post, may be reproduced on this website or in promotional material as 'Customer Testimonials'. Only comments of a general nature will be reproduced, and no identifying information such as names or residential location will ever be published.
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Security
This shopping cart has 128bit Secure Socket Layer protection, the recommended protection for internet sales. The checkout securely encrypts all payment information - just look for the 'https' at the beginning of the website address. All credit card transactions processed via this website are private and secure - no one at Pukka ever sees your credit card details, unless you place your order by phone. Please Contact Us if you have any queries about the security of your credit card purchases.
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Copyright
All content on this site, including text, icons, graphics, etc are the property of Pukka or its suppliers and are protected by Australian and International Copyright law. No part or portion of this site may be copied, sold or used in any manner, for any purpose, without consent.
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Advice & Information
The advice and information contained within this website, or submitted to you via email or post, or discussed over the telephone, is of a general nature and is not intended to constitute or replace professional advice. While every effort is made to ensure that all information provided is accurate, Pukka accepts no responsibility for any loss or damage arising from its use.
While every attempt is made to keep information up to date, giveaways, samples, Specials, product names, packaging, ingredients, prices and availability of products may change without notice.
Please be aware that every computer screen displays colours differently, therefor images, particularly of cosmetics, are intended as a guide only.
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Order Processing & Shipping
Pukka will always aim to process and ship your orders as fast as possible, however not everything in the process is in our hands or under our control.
Pukka aims to process and dispatch all orders on the same business day they are received, if they are received before 3pm, paid in full, and all products are available - however this is not a guarantee.
Pukka uses Express Post within Australia, which delivers parcels overnight to anywhere in Victoria, and most metropolitan areas around Australia - again, this is not a guarantee, and Pukka accepts no responsibility for inconvenience, loss or damage arising from delays in processing or delivery.
Pukka will not dispatch any goods ordered until payment for those goods has been received in full. Credit card payment occurs in real time while you wait, if placing an order online. In the case of payment by cheque or bank deposit, payment is not received until funds have been cleared into the Pukka bank account. This can take from one to several days.
If payment for your order, or communication from you regarding your payment, is not received within 5 business days from the date of your order, Pukka assumes that you no longer wish to complete your purchase, and your order may be cancelled. Any membership benefits may also be removed from your account, as non-payment is a breach of the Rewards Program.
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Tax (GST)
The Australian Goods and Services Tax (GST) is charged for all products except where indicated with an *asterisk (usually sunscreen products). All delivery within Australia includes GST.
For products purchased and delivered outside of Australia, no GST is charged, therefor the prices you see here will be less by approximately 9.09%
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I have a question on my charges.
All efforts are made to provide clear information on all charges for products and delivery. If you have any queries please Contact Us.
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I need a copy of my receipt/invoice
If your invoice/receipt has not been received, please Contact Us with as many details about your order as possible ie. date, order number, products ordered, delivery location, etc.
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When will my credit card be charged?
Your credit card is charged immediately in real time. If your card is declined an error message will appear. You will be able to enter a different card, or correct your mistake (if you accidentally typed in an incorrect digit for example). Your order will not be submitted for processing or delivery until payment is confirmed.
If for some reason your order cannot be fulfilled (ie. a product is out of stock), you will be contacted and refunded for the unavailable item/s, or for the entire order.
If placing your order over the phone, your card is usually charged shortly after the phone call.
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How do I find my product?
There are three ways to find the item you are looking for. 1) Browse through the Categories. 2) Use the Search tool to find the item through keywords. 3) Browse by Brand.
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What is the returns process?
Your satisfaction is of utmost importance. If you receive an item which you believe is faulty, please contact Pukka as soon as possible. In most cases, you will need to return the item for assessment, before a credit can be issued. Different brands have different returns processes. Some require you to fill out a form and provide your contact details. If postage was charged unfortunately it will not be refunded.
Please check all ingredients before purchasing, especially if you are prone to allergies. Unfortunately Pukka cannot accept returns if you have changed your mind about a product, or accidentally purchased the wrong one, so please choose carefully.
Even if you do not want to go through the returns process, if you are dissatisfied in any way, or if a product did not meet your expectations, please send in your feedback.
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How does the Rewards Program work?
Please click here for details on the Rewards Program.
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How do I contact you?
Please follow this link to Contact Us.
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