1. Overview
Esoterance is an Australian-based skincare business located in Melbourne, offering handmade, ethical skincare products to customers both domestically and internationally.
These Terms apply to all visitors, users, and others who access or use the service. If you disagree with any part of the terms, then you may not access the website or purchase products from us.
2. Orders and Payments
You do not need to create an account to make a purchase on our website. By placing an order, you agree that:
- All information you provide is accurate and complete.
- You are authorized to use the payment method selected.
We accept Credit and Debit Cards via Google Pay and Apple Pay. All transactions are processed securely through third-party payment processors.
3. Product Information
All products sold on our website are physical skincare products that are handmade. Please note that due to the nature of handmade production, variations in texture, color, or scent may occur.
4. Shipping & Delivery
Orders are typically processed and shipped within two weeks, as all products are handmade to order.
- Within Australia: $5 flat-rate shipping. Free shipping on orders over $100.
- International Orders: Shipping costs vary depending on the destination country.
- Tracking: All orders include tracking information, which will be sent once your order is dispatched.
- Shipping Availability: We currently ship only to selected countries. If you are unsure whether we ship to your location, please contact us before ordering.
5. Returns
We believe strongly in our products and their quality and want you to be completely happy with your purchase. If you are disappointed in any way; or should you receive damaged or faulty product; or receive an incorrect order, please contact us within 30 days of purchase via email at contact@esoterance.com. All refunds will be made by method of payment. We cannot accept returns on gift cards and sale items (unless they are damaged or faulty).
We’re happy to offer an exchange or refund on any current product or gift, as long as it’s in its original condition (unopened and unused), you’re within 30 days of purchase, and you have a valid receipt.
- In some circumtances you do need to return the product to us, but we do need proof via pictures or video of damaged/faulty product. we’re happy to help with an exchange for another product or a gift card.
- Please note, we’re unable to accept returns on discontinued clearance items.
- Gift cards are non-refundable, as outlined in the terms and conditions printed on the card.
If returning via post, please contact our Customer Service team prior to sending the goods back. The following information is required when returning your goods via post:
- Confirmation email containing your Order Number;
- Invoice containing your Delivery Number;
- List and description of goods to be returned; and
- Reason given for returning goods.
If returning via post, please note:
Consider using a carrier that offers both traceability and insurance.
It may take up to 10 working days for your parcel to reach us.
Returned items will be processed within two (2) working days of receipt.
Reasonable care must be taken when packaging the parcel so that goods are not damaged in transit.
6. Personal Information
We collect personal information such as your name, address, and contact details solely for the purpose of processing and shipping your order. Your data is handled in accordance with our [Privacy Policy].
We do not sell or share your personal information with third parties for marketing purposes.
7. Third-Party Services
We use secure third-party payment platforms (Google Pay and Apple Pay) to process transactions. These services have their own terms of use and privacy policies, which we recommend reviewing.
8. User-Generated Content
You may be able to post product reviews or comments on our website. By doing so, you agree not to post anything abusive, unlawful, or offensive. We reserve the right to remove any content that violates these standards.
9. Modifications
Esoterance reserves the right to update prices, shipping policies, terms, and any content on the website at any time without prior notice. Continued use of the website constitutes acceptance of any changes.
10. Governing Law
These Terms are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes relating to these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.
11. Contact Us
If you have any questions about these Terms of Service, please contact us at:
