Frequently Asked Questions

If you have any questions you should find the answer below. If you still can’t find what you are looking for, drop us a line through our Contact Us page and we will get straight back to you.

ORDERS

How will my order be confirmed?

Once you have finalised and submitted your order at the checkout, you will be sent an email to confirm your order was successful and on its way.

Can I cancel or change an order after it has been submitted?

Unfortunately you cannot change or cancel an order after you have submitted it because as soon as we receive an order we pack and send it to ensure we provide our customers with same day shipping. However once you receive your order, you can return it within 14 days for a full credit. Please keep in mind though that we are unable to pay the return shipping costs for change of mind returns. For more information on returns please see our Returns Policy page.

Where do I enter a discount code for my order?

You enter your discount code at the checkout. Click on the heading at the top of the checkout page that says “Click here to enter your code”. Once you have entered your discount code and clicked “Apply Coupon”, the discount will automatically be applied to your order.

I forgot to add my discount code?

Unfortunately we are unable to apply discount codes after an order has been submitted.

What materials do you use for packaging orders?

 We strive to be as environmentally friendly as possible and ensure we don’t use any plastic in our packaging and use recycled materials where possible.

• Our boxes are made from kraft cardboard and are produced locally.
• We use kraft paper masking tape that is plastic free and has a pH neutral adhesive.
• Biodegradable cellulose tape.
• Natural jute biodegradable twine to secure our packages. 
• Geami Greenwrap is used instead of plastic bubble wrap to keep your order safe. It is a webbed thick paper that is made out of recycled or forestry initiative certified materials and is biodegradable, compostable and recyclable.
• We use Bio Fill as a void filler in your package. It is made from potato and corn starch and is 100% biodegradable. It dissolves completely when it comes in contact with water and doesn’t leave a residue. It is even compostable and can be used on your garden to improve the soil structure. 

SHIPPING & RETURNS

Do we ship internationally?

At this stage, we don’t ship internationally. This is something we hope to offer in the near future.

How do I qualify for free shipping?

To qualify for free shipping you have to be a member and your order has to be $60 or more. 

How much is shipping?

If you are a member and spend $60 or over, shipping is free. If you are a member and spend under $60, it is a flat rate of $9.90. If you are a non member, shipping is charged at a flat rate of $9.90 despite the order value. At the checkout you will be advised of your shipping charges if there are any.

Do you offer Express Shipping?

Yes we sure do!  Express shipping is charged at a flat rate of  $15.  If you would like your order express shipped, simply select the option at the checkout. 

How do I track my order?

You can track your order through your member portal under the Orders section.  You will also be emailed a tracking number and details on how to track your order once it has been shipped. 

How long will my order take to arrive?

We endeavour to provide same day dispatch on all orders that are placed before 10am on weekdays.  Metro orders should be received within 1 to 3 business days and rural orders may take up to 7 days, depending on how remotely you live.  

What happens if I entered an incorrect address for my order?

Unfortunately we can’t change any details on your order once it has been submitted. If you have entered the incorrect address, the order will make its way back to the us at the Complete Wellness Store within 2-4 weeks and we will then re-send it to you at the correct address free of charge.

Returns & Exchanges

What is our Returns Policy?

You can find out full returns policy here.

How can I return an item?

If you have changed your mind or if you ordered the wrong product, you must return the item to us within 14 days of receipt and you will get a full credit that is valid for 60 days. The product must be unused and in its original packaging. You are responsible for paying the return shipping costs. Please return items with your packing receipt to:

Complete Wellness Store Returns
17 Cape Nelson Way,
Springfield Lakes, Qld 4300

What do I do if an item is damaged or faulty when I receive it?

In the instance of an item arriving faulty or damaged, please take a photograph and email it through to us at info@completewellnessstore.com.au within 7 days of receipt. All damaged or faulty items that we have been notified about within 7 days of receipt will be replaced immediately at no extra cost to you.

Can I return items that I bought on sale?

No, items that were purchased when they were on sale cannot be returned or exchanged.

There was an item missing from my order or an incorrect item had been sent to me?

If you receive your order and an item is missing or you received the wrong item, please email us at info@completewellnessstore.com.au and will fix the issue as soon as possible. 

Member Account

How do I become a member?

You can join up to become a member by clicking on the large JOIN button on the banner of our homepage or by clicking here. It is simple and easy and will only take a minute or two or your time and then you can enjoy the member benefits that include earning loyalty reward points.

Does it cost anything to become a member?

No, it is completely free!

What benefits do I get if I become a member?

Our members receive:

  • 15% off their first order.
  • Free shipping on orders over $60.
  • Earn loyalty reward points on all purchases and these can be used for discounts on future orders.
  • Earn reward points for reviewing products.
  • Be the first to know about new products and amazing sales.
  • Stay in the loop with the latest natural health and beauty news with our quarterly newsletter.
  • Enjoy member only discounts and promotions.
I forgot my password?

If you forget you password simply click on the ‘Forgot your password?’ link on the sign in page and you will automatically be sent an email to your nominated email address, to re-set your password.

How can I change my address?

Log into your member account and click on the Addresses button on your dashboard. There you can easily edit your address.

 

Discount Codes & Loyalty Rewards

How do I earn loyalty rewards?

To earn loyalty reward points you must be a member and signed into your member account when you place your order. You can sign up quick and easily here or by clicking on the large JOIN button on our homepage banner. Once you are a member you can start earning reward points on all your purchases. Each product has its own reward point value which is clearly stated under the price on the products description page. You can also receive reward points for leaving reviews on products that you have purchased.

To do this, simply leave a review under a product when you are logged into your account. You will automatically earn 20 reward points for each product you review, both positive and negative reviews will earn reward points.

What is the value of the loyalty reward points?

When earning loyalty rewards points on products, each $1 value of the product is worth 1 reward point and this is rounded up not down, for example if an item is worth $9.95 you will earn 10 reward points. When redeeming your reward points that you have earned for a discount on your order, each 100 reward points is worth a $1 discount, for example if you have 520 reward points to use they would equal a $5.20 discount on your order.

Is there a minimum order value to be able to use my reward points that I have earned?

Yes, you have to spend $50 or more to be able to redeem your reward points for a discount.

How do I see how many reward points I have in total?

You can view how many reward points you have in total by logging into your member account and clicking on Points & Rewards. There you will see the total number of points you have to use and also the individual breakdown of the points you have earned and redeemed in the past and the specific dates it occurred.

 

How do I use my reward points?

When you are at the checkout, at the top of the page it will state how many points you have in total and the exact $ value of your points eg “Use 535 points for a $5.35 discount”. To redeem these points for the $ value discount on your order, click on the Apply Discount button and the discount will automatically be applied to your order.

Can I use only some of my reward points for a discount?

No, you have to redeem all of your reward points at once, you cannot use only some of your reward points.

Do I have to be signed into my member account to receive reward points when I place an order?

Yes, you have to be signed into your member account to receive reward points for your order. If you aren’t signed in when you place your order you won’t receive any reward points and unfortunately we aren’t able to allocate points to your account after the order is placed if you weren’t signed in.

How do I enter a discount code on my order?

You enter your discount code at the checkout. Click on the heading at the top of the checkout page that says “Click here to enter your code”. Once you have entered your discount code and clicked Apply Coupon, the discount will automatically be applied to your order.

Reviews

How do I receive reward points for leaving a review?

To do this, simply leave a review under a product when you are logged into your account. You will automatically earn 20 reward points for each product you review, both positive and negative reviews will earn reward points. We will not remove negative reviews, unless they breach the ACCC guidelines.

Review guidelines

To comply with the ACCC and the Competition and Consumer Act 2010 we have to actively monitor all reviews posted onto our website and remove any reviews that are offensive, appear fake or misleading, or are defamatory or irrelevant. We may also have to edit your review to ensure it complies with the ACCC guidelines and this would involve removing defamatory, offensive or irrelevant words. Your review should be based on your own personal experience and should not offer any medical or professional advice to other consumers.

Reviews should not be posted on products which were faulty or damage when you received them. We will not edit or remove a negative review, unless it breaches the ACCC guidelines, to ensure our review sections are a true and correct reflection of our customer’s personal experiences. Any repeated misuse of our review section may result in your membership being cancelled. If you would like further information on our review guidelines or for a copy of the ACCC guidelines you can email us at:

info@completewellnessstore.com.au.

Is my review anonymous?

Yes, your review will be only have your first name listed publicly.