F.A.Qs...
PRODUCTS
Are your items Cruelty-Free?
Yes.
Cruelty-Free means > a product or product ingredients have not been tested on animals. All hand-made products that has been is created at Stella Hacienda is Cruelty-Free and manufactured in small batches. The ingredients used for Stella Hacienda's products are specifically sourced for being Cruelty-Free and organic.
Are your products Vegan?
No.
Most of our products contains beeswax and honey - sourced from local beekeepers.
Do your products contain palm oil?
No.
We do not produce any items containing palm oil.
PAYMENT
What payment types does your online store accept?
The Stella Hacienda online store is connected with the Square Payment system.
Square accepts payments using Credit/Bank Debit Cards.
ORDERS
How can I contact Stella Hacienda about my order?
It is best to reply to your order confirmation email. Otherwise, please contact Stella Hacienda via email - including all relevant details about your order.
Can I add to my order after it has been placed?
No.
Due to the manner in which we process and dispatch orders, we are not able to add items to your order once it has been submitted.
You will receive an automatic confirmation email of your order.
Please check your emails.
What happens if you are Out-Of-Stock of an item I have ordered?
If the online store at Stella Hacienda is temporarily out of stock of an item that you have ordered, I will contact you within 24 hours and offer you a choice:
i) a refund; or
ii) to wait for more of the product to be made; or
iii) select another product (of similar price).
How do I know if Stella Hacienda has received my order?
Should you not receive the confirmation email it could mean -
i) your order may not have been confirmed; or
ii) the email has been sent your Junk/Promotions email folders instead.
If there is no evidence of a confirmation email - contact Stella Hacienda as soon as possible and I will attempt to rectify this issue.
POSTAGE & DELIVERY
Where is my order?
All customers will receive a confirmation email immediately after your order is placed on the website. The customer will receive a second email stating that your order has been packed and posted via Australia Post Services - with a link to Australia Post to track your order.
If you have not received an order confirmation email, please check your junk/promotions folders and ensure that enquiries.stellahacienda@gmail.com is added to your 'safe email' list - so to avoid missing important email updates.
Customer orders leave my home business within 2-3 working business days after order has placed via online shop.
What are your postage costs?
Australia Post postage costs >
Parcel Post Delivery: $10.95 flat fee - or FREE for orders over $120.00.​
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Overweight orders may attract a surcharge. This cost is calculated at checkout.
Do you post your products internationally?
Currently No.
Stella Hacienda is a small regional home business which proudly makes hand-made organic products in small batches.
If demand for our products increase - then there just may be a possibility in future to expand our delivery to include international orders.
How long will it take to receive my order?
Stella Hacienda aims to post your order within 2-3 working days from my home business based in Toowoomba, Queensland, Australia.
Delivery time >>>
Please allow 7 - 14 days for delivery from when an order has been processed by Postal Staff at an Australian Post Customer Centre.
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With the following targeted shipping times, plus 2-3 days for dispatch.
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Toowoomba region: 1-2 business days
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Brisbane, Sydney, Canberra, Melbourne: 2-5 business days
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Hobart, Adelaide, Perth: 5-10 business days
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Other NSW, VIC, ACT & QLD towns: 3-7 business days
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SA, WA, TAS and NT major towns: 5-10 business days
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Regional and remote areas: 8-15 business days
All orders are sent by Regular Post via Australia post with tracking.​
I made a mistake concerning my address details. Can I change it?
We cannot make any changes after your order has been finalised. Once your order has been posted you will receive tracking information from Australia Post and a prompt to log into www.auspost.com.au/mypost - this is where you can redirect your package.​
What materials do you use to package online orders?
Stella Hacienda uses environmentally responsible packaging and postal products. The business uses recycled shredded paper or honeycomb paper to cushion and protect your selected products from potential damage during transit. The postal box or package is sealed with biodegradable cellophane tape.
Stella Hacienda strives to recycle all packaging materials that have been sent to this business.​
My package has not arrived. What should I do?
Firstly, please check the assigned Australian Post tracking for your order.
If your package has not arrived, please do the following steps before contacting us:
Step 1. > thoroughly check the front and sides of your property.
Step 2. > ask other people that reside at your premises if they have received or
collected your package.
Step 3. > if possible, ask your neighbours if they have mistakenly received your
package.
Step 4. > check with your nearest Australian Postal Office to see if your package has
been delivered there for safe keeping.
If these steps do not resolve your issue or if your order is missing in transit, please email us about your concern - including an attachment of your confirmation email which shows your order details. We will then launch a 'Missing Parcel' investigation with Australia Post. Please note - this may take 10 - 20 days business days to obtain the necessary answers.
What is a 'Safe Drop'? Why has my order not been Safe Dropped?
A 'Safe Drop' is when Australia Post leaves your package in a safe spot at your premises. If you are happy for have your order Safe Drop, please click the section box that says "authority to leave package" at the online checkout.
If you have a preferred spot for Australia Post to leave the package, please leave a note in the "delivery instructions" section box at the online checkout.
NOTE: Not all addresses are suitable for this service (eg. apartments, PO Boxes, or Parcel Lockers). If your selected Safe Drop location appears to be too exposed to weather or too visible to street traffic, the delivery person will take the package to the nearest local Post Office for safe keeping.
If you provide authority to leave your order, please note that we cannot accept responsibility if your package is lost or stolen after delivery has been made.
Can I pick up my order from your Home Business?
No. Local pick-up is not available.
RETURNS & EXCHANGES
How do I return an item?
If you have ordered an item that is not quite right, please read the details outlined in the Return Policy page. (The Return Policy page is located on this website footer - at the bottom of the page).
Do you offer exchanges?
Stella Hacienda does not offer exchanges. However, you are welcome to return (certain) items to us for a refund and place another order.
Items that cannot be returned due to hygiene reasons, are the following:
> bath products;
> deodorant products;
> skincare products;
> perfume products;
> make-up products;
> leather cleaning and conditioning products.
Please Note: Stella Hacienda does not cover Return Postage costs for 'change-of-mind'.
An item is missing - or - my order details are incorrect.
How do I resolve this?
Please respond to your order confirmation email, explaining the issue and attach a photo/video of the concern. Stella Hacienda will assess the issue.
I think my product is faulty. What should I do?
Please respond to your order confirmation email, explaining the issue and attach a photo/video of the concern. Stella Hacienda will assess the issue.
Stella Hacienda adheres to the Australian Consumer Law for consumer guarantees and returns.
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I have had a bad reaction. Can I return the product?
If you are concerned that you may be experiencing a reaction to one of the products that you have purchased from us, I strongly recommend that you discontinue using it. ​Due to hygiene reasons, Stella Hacienda cannot accept returns of products that have caused an unexpected reaction or sensitivity. Please check your product labels carefully for ingredients that may cause sensitivity.
PROMOTIONS
How do I find out about Stella Hacienda's sales, promotions, workshops, or events?
All sales, promotions, and upcoming and events are publicly announced on the Stella Hacienda's website and the Facebook page.