Maskhead_CustomerService

CUSTOMER SERVICE

1) How can I pay for my online purchase?

We accept the following payment channels:

  • PayPal
  • Credit/Debit Cards
  • Direct Deposit

If you would like to pay by direct deposit into our bank account, please include your order number as reference and send us an email confirming that transfer has been made. Items will be shipped once funds clear in our account.


2) How much is shipping cost within Australia?

All orders are shipped from Melbourne. Shipping fees will automatically calculate based on your postal code and apply to your order at checkout.

Metro

  • Shipping for Subscription Bundles is FREE.
  • Shipping for Non-Subscription orders up to $65 is a flat fee of $9.95.
  • Shipping for Non-Subscription orders over $65 is FREE.

Regional

  • Shipping for Subscription Bundles is $9 (regional surcharge).
  • Shipping for Non-Subscription orders up to $99 is $18.95 (flat fee of $9.95 plus $9 regional surcharge).
  • Shipping for Non-Subscription orders over $99 is $9 (regional surcharge).

Check your shipping here.

 


3) What are your estimated shipping times within Australia?

  • VIC
  • Metro: Next Day
  • Regional: 2-3 Days (up to 7 days for Remote Areas)
  • QLD
  • Metro: 2-5 Days
  • Regional: 4-7 Days
  • SA
  • Metro: 1-2 Days
  • Regional: 2-3 Days (up to 7 days for Remote Areas)
  • ACT
  • Metro: 1-2 Days
  • Regional: 2-3 Days (up to 7 days for Remote Areas)
  • TAS
  • Metro: 3-5 Days
  • Regional: 3-5 Days
  • NSW
  • Metro: 1-2 Days
  • Regional: 2-5 Days
  • WA
  • Metro 3-10 Days
  • Regional 3-10 Days
  • NT
  • 3-10 Days

4) What is your return policy?

If the items you purchased are found to be faulty, please get in touch with us via email at sales@resparkle.com.au. We’re here to make life easier (not complicate it!) so we’ll work with you to resolve the issue, offer a replacement/refund.


5) How will my order be shipped?

Orders within Australia are sent via Australian Post or any of our nominated couriers. A tracking number may be provided upon request.

  • Metro: Shipping times may take 2-5 days
  • Regional: Shipping times may take 7- 10 days depending on location

6) Do you ship internationally?

We currently only ship to New Zealand. Shipping fees will automatically calculate based on the weight of your order and apply to your at checkout.

  • Shipping to New Zealand for is $11 for the first 2kg, plus $0.25 per 100g thereafter.
  • Shipping to New Zealand for orders over $150 is FREE.

For all other locations, please contact sales@resparkle.com.au for a custom quote

Please note that certain countries may have restrictions on the import of liquids. We would recommend that you check with the relevant authorities in your country.

A signature will be required upon delivery which will take between 5-21 working days to arrive depending on location. International purchases may incur taxes and duties applied by customs in the country where the order is delivered. Local taxes and duties incurred are the responsibility of the customer.


7) Why doesn’t the concentrate from the refill pod release into the bottle?

Please apply as much downward pressure as possible when twisting the pod onto the bottle and also give the bottle a gentle shake once the pod and spray is secured. The foil seal in the pod should break, releasing the concentrate. If you are still experiencing difficulties with the pod, please contact us at pearl@resparkle.com.au.


8) How do I care for Resparkle products?

To ensure durability and effectiveness of your Resparkle cleaning products, we recommend the following care:

  • Store in cool place and away from direct sunlight
  • Ensure bottles are placed upright at all times
  • Ensure the pods are kept inside the box and the box to remain right side up at all times (instructions on the box)
  • Use filtered water if possible but tap water would also work
  • Do not drop the bottle
  • Close the spray nozzle when not in use

9) Do you offer bulk or wholesale discounts?

If you are a business wanting to place a bulk/wholesale order for Resparkle, please contact us at sales@resparkle.com.au for an application form.


10) Help! I’ve forgotten my password!

Not to worry. Simply visit here and enter the email address you used to register your Resparkle account . You will receive a link shortly at that same email address to generate your new password.


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