Are your products certified as organic?
Yes! Most of our products are certified under COSMOS Organic, the most stringent organic certification available.
To see which certification a product has, just check the badges on the item’s product description page.
We are 100% transparent about what goes into our products. We proudly list our ingredients, and the percentage that are natural and organic, in every product description in our store and on every product label.
Are your product ingredients eco friendly?
Yes! We use natural ingredients, so you’re not washing pollutants down the drain into the ecosystem.
Is your packaging eco friendly?
Yes, we use recyclable sugarcane bottles. You can use our products with a clear conscience knowing they’re cruelty free, sustainably sourced and ethically made from recyclable materials.
Are your products cruelty-free?
Yes, we love animals and would never test our products on them.
Are your products vegan?
Yes, they are 100% plant based.
Is my credit card secure?
Yes! We use a leading encryption service to securely process your payment, so your credit card information is hidden even from us.
What payments do you accept?
We accept payments from Shop Pay, G Pay and all major credit card providers, including MasterCard and Visa.
Do you offer returns and refunds?
Yes. We confidently back all of our products with a 60 day money back guarantee, so if you are not completely satisfied with your product we will issue you a refund.
At Penny Black Organic, we want you to be happy and fully satisfied with your purchase. If for any reason you are not completely satisfied with our products, we offer a 60-day money-back guarantee. Please read the following refund policy guidelines to ensure a smooth and hassle-free return process:
1. Refund Eligibility:
- You must request a refund within 60 days of receiving your order to be eligible for a full refund.
- Refunds are applicable only for products purchased directly from Penny Black Organic's official website or authorized retailers. Purchases from third-party sellers are not eligible for a refund.
2. Return Process:
- To initiate the return process, please contact us by email at [email@example.com] before sending back the item.
- Ensure that the returning item is shipped to our specified return address within 60 days of receipt. Ship the item along with the original invoice to:
Penny Black Organic Returns
P.O BOX 1312
Buderim QLD 4556
3. Shipping Responsibility:
- Customers are responsible for covering the cost of return shipping to Penny Black Organic. We recommend using a trackable postage method to ensure the package's safe arrival.
- Penny Black Organic will not be held liable for any parcels lost in transit during the return process.
4. Non-Refundable Items:
- We do not offer returns or refunds for products received for free as part of promotions or giveaways.
- We do not offer refunds for products that have been used more than 50% of the total weight of the purchased product.
5. Refund Processing:
- Once we receive the returned item and verify its eligibility for a refund, we will initiate the refund process.
- Refunds will be issued to the original payment method used during the purchase. Please allow up to 5-10 business days for the refund to reflect in your account, depending on your payment provider's policies.
6. Damaged or Defective Products:
- In case you receive a damaged or defective product, please contact us immediately with photographic evidence. We will arrange for a replacement or refund, depending on your preference.
Please note that this refund policy is subject to change without prior notice. It is advisable to review the policy on our website before making a purchase.
If you have any questions or concerns regarding our refund policy, feel free to reach out to us at [firstname.lastname@example.org]. We value your satisfaction and are here to assist you in any way we can.
Thank you for choosing Penny Black Organic. Your satisfaction is our priority.
Shipping and Returns
Where are your products shipped from?
Our haircare products are handcrafted and shipped from our facility on the Sunshine Coast in Australia. We ship directly to our customers using premium carriers and eco packaging.
Do you ship Internationally?
Yes! We ship worldwide.
When will you ship my order?
We pack and ship your order within 2 business days after receipt of payment.
How much does shipping cost within Australia?
Standard: $9 (2-8 business days)
Express: $19 (1-4 business days)
FREE standard shipping for all orders over $130
How much does international shipping cost (outside of Australia)?
These vary depending where you are, so country specific pricing and delivery times will be shown on the checkout page. Orders shipped outside of Australia may attract local customs taxes and duties, which need to be paid by the customer.
When will my order arrive?
Estimated delivery times within Australia
Standard shipping: usually 2-8 business days
Express shipping: usually 1-4 business days
Estimated delivery times outside of Australia
This varies depending on your country, but most orders arrive within 10-15 business days.
Why hasn’t my tracking information been updated?
Once an order has shipped, tracking information can take 24-48 hours to update.If it’s been more than 48 hours and your order still shows no movement, we’re here to help!Email us at email@example.com
What if I used the wrong address?
Please double check to make sure to provide the correct shipping address.If your order hasn’t been shipped yet, we can update the shipping address for you.Just contact our Customer Service team at firstname.lastname@example.org
Please note: Penny Black Organic cannot be held responsible for items already shipped to addresses incorrectly provided by the buyer.
Can I cancel my order?
Yes, you can cancel your order as long as it hasn’t yet been shipped. Just contact our Customer Service team at email@example.com
Once your order has been shipped it cannot be canceled.
Do you have a money-back guarantee?
Yes, we offer a 60-day money-back guarantee. If you're not completely satisfied, we're not either. If you try our products and you don't like them, we'll happily give you your money back.