Services

Cancellation Policy
We appreciate your consideration for our other clients by notifying us if you are unable to attend. We require 24 hours notice or a cancellation fee of 50 percent may be charged. We are always happy to reschedule appointments.

Arrival Time
Please arrive on time. If for some reason we are running late we will do our best to contact you when we have your mobile number to advise you not to rush over.

Late Arrival
Arriving late may lessen your time spent with us. In order to get the full benefit of your treatment, please ensure you arrive on time.

Price
All prices are in Australian Dollars and subject to change without prior notice. From time to time we have Specials and Rewards, these are not to be used with any other offer.

Products and Supplies
We offer several convenient ways for you to place an order.

On-line shop
When shopping on-line you can pay by PayPal. It is also possible to order by telephone, email or fax.
We accept credit cards: Visa, Mastercard, American Express and Diners Club.
Cheque and direct deposit: Goods will be despatched following funds being cleared.
Pick-up available.

Bank Transfers
For Bank Transfers our account is: (Make sure you put your surname)
Well & Truly
CBA Drummoyne - BSB 062 157 Account 1014 8825

All pricing on our website is in Australian Dollars and is listed inclusive of 10% GST if applicable, plus delivery costs.

Phone
Call our Customer Service Reception during office hours on +61 2 9181 2888.

Fax
Send your order by fax to our number +61 2 9181 1544.

Email
Email your order.
NOTE: Do not email your credit card details. Use PayPal or call us to give the details or you can Direct Deposit to our bank account.

Pick-up
Place your order and then pick-up at 170 Lyons Road, Drummoyne. Best to call before you visit.

Delivery and Postage
Orders will be dispatched from Well & Truly as soon as payment has been received normally within 2 days.
Delivery times depend on Australia Post and generally speaking will be 1-3 days for capital cities. Country areas will need to add another 1-2 days. We will always send your order Express Post (guaranteed next business day to most areas of Australia) so order can be tracked.

Please note that if there are supply issues this may delay your order. If there are unreasonable delays you will be contacted by phone or e-mail.
If you aren't home at the time of delivery, a Post slip will be left in your mail box to inform you that the parcel is waiting at the nearest Post Office for collection.

Customers within Australia
Delivery to Sydney Metro area by Fastway Courier Service - AU$9.00 per order.
Generally we will use Express Post approx AU$8.00 up to 500g and AU$11.00 up to 1kg. Our Customer Service team can provide you with a quotation after placing your order.

As a general rule we operate on a 2-4 business* day turn around before goods leave our warehouse (from receipt of your order payment).

Please allow this plus standard Australia Post parcel delivery time from Sydney to your area. Delivery time will vary subject to your location, order size and selected method of transport. For parcel delivery timeframes to your area please check with our Customer Service team or your local Post Office.

Note: In rural and regional areas of Australia, delivery to final destinations may take several business days (Monday to Friday excluding Public Holidays).

Tip: If your parcel does not arrive within the expected time frame, please check if it has been held at your local Post Office, or alert our Customer Service Team so we can track your delivery.

Customers outside Australia (International)
Export orders require special attention. We will always aim to meet your requirements for delivery.
At the time of ordering, we will provide freight quotations and estimated time for delivery.

Freight charges are calculated subject to the method of transport (air or sea), destination, weight and/or cubic size of your parcel(s).

Our Customer Service team will provide you with a quotation at the time of placing your order.

Please note that delivery times are longer for overseas orders. Well & Truly is not responsible for actions beyond it's control and that includes items siezed by customs in your home country

International
NZ - AU$10 (Air freight up to 1kg- at cost >1kg, 3-4 work days delivery time)

US and Canada - AU$20 (Air freight up to 1kg- at cost >1kg, 4-6 work days delivery time)

UK - AU$30 (Air freight up to 1kg- at cost >1kg, 4-5 work days delivery time)

EU / Asia Pacific - AU$20 (Air freight up to 1kg- at cost >1kg, 4-5 work days delivery time)

Rest of the World - AU$25 (Air freight up to 1kg- at cost >1kg, 14-20 work days delivery time)

Delivery time
Sending your goods to you in a timely manner is always our priority. We prioritise the processing, picking and packing of orders according to the time and date we receive them. We usually operate at a 2-4 business* day processing time. However, during peak times this may be longer.

Refund and return policy
We stand by the products we sell. If you are unhappy with the quality of your purchase please contact us immediately and you may return the products for refund or exchange.
Always check the contents of your delivery against the invoice provided. If you find a discrepancy please report it to us within 5 working days of receiving your goods.

Back orders
If we are unable to complete your order due to a product shortage, you will be contacted within two days of placing your order to arrange alternate arrangements.
Depending on the estimated time of wait, you may choose to back order the item or place your order at a later date.
If you have elected to place the item on backorder, when that item arrives back into stock, we will contact you prior to dispatching the goods to confirm that you still want that product.

Additions & Deletions

We can add or delete items to/from orders once they have been placed please contact our office.

Declined Credit Cards

If a credit card is declined we reserve the right to charge administration fees as much time is spent phoning customers and orders are delayed.

Double orders

Please refrain from placing duplicate orders. If this is done then we see this as two separate orders and we will send your order twice and you will be charged twice. We cannot accept one order back for credit if this happens.

Multiple orders

If ordering bulk orders for more than one person, please include names and phone numbers for the other people.

Returns Policy

If you change your mind about a product, you can return your product to us within 14 days. However, a return due to change of mind cannot be made in relation to general medicines, food, vitamins and nutritional supplements.
Proof of purchase is required for all returns. If your return is due to our error we will pay the postage, otherwise, you must pay the postage.
Returns for credit due to change of mind must be received in original condition.
We strongly suggest any return is packaged appropriately in a box to prevent damage in transit from you to us.

Refund Policy

Refunds, where necessary, will be directly credited to your Credit Card or nominated account or credited to your Well & Truly account against your next purchase. Please read the Returns Policy for further details.