FREQUENTLY ASKED QUESTIONS

Welcome to Charlotte meentzen(Aust), our number one priority is your satisfaction. Most customer questions should be answered here and if not, please don't hesitate to contact us, one of our friendly staffs will be there to assist you.

General Information

Are all price include GST?

Yes, all the price onlin are GST inclusive

We know you are australian ditributor, Can I come to your shop and purchase something there?

Yes, you definitely can! We are located at 86/ 515 Kent st. Sydney. the business hours are Monday - Friday 10am-6pm, Saturday 12pm-5:00pm (Public Holidays not included).

Can I pick up an order? Where is the pick-up centre?

Yes, You can pick up an order in Sydney on the address above.

Order Information

How long will it take to process my order?

Order are to be process and despatch straight away once it confirmed. Therefore it possible for you to receive the ordered products in the same day you have ordered. sometimes take 1-2 working days.

How do I place an order?

We accept orders via our online store, email, phone, fax or order in person. We will require you to provide your details such as  name, address, emaill address, and payment options. Please make sure you provide correct phone number and email address once you place the order.

How can I track my order?

To track your order, please contact us by phone or email, our friendly staff will assist you.

I didn't see an order confirmation page. Was my order submitted successfully?

Please make sure you have completed the order by hitting "PROCEED TO CHECK-OUT". By clicking the "PAYPAL CHECKOUT" button on the Order Summary page, the system will direct you to PayPal checkout page. Once you have completed the checkout process, the system will redirect you back to our website.

How do I cancel my order?

Simply email us to activeherbalbeauty@hotmail.com or call us 02 9264 5858.

Payment Information

What payment methods do you accept?

We accept VISA, MasterCard, Internet Transfer.

How long does Direct Deposit / Internet Banking take to clear?

It sometimes take up to 3 business days to clear the fund. If you want to get your order processed faster, you can either use your online banking to transfer the money or you can go into any NAB bank to deposit the money over the counter. Please use your INVOICE NUMBER as reference on the payment.

Do I need to send a receipt once the payment has been made?

Yes, we recommend you to do this. This will help us to allocate your payment and release the order faster.

Do you accept Personal Cheque as payment?

Sorry, we do not accept this payment method at this moment.

Return Policy Information

What is the standard return policy?

Merchandise under our Standard Return Policy will not be refunded after 7 days from the day of delivery or pick-up. Damaged or defective products can be refund or exchange under company approval.

Why do I need to send you a photo of the damaged product?

To upload digital photos of the damaged goods will assist us with a faster exchange/ refund process.

Approximately how long will it be before a refund / credit actually appears on my bank account?

It takes approximately 2 business days to receive our company cheque in your mail box.