Please read our Shipping Policy and all information on our website carefully before purchasing. When ordering take extra care making sure you have ordered the correct products at the time you need them. We do not have the facility to change orders or refund for incorrect orders and appreciate our customers taking responsibility for their ordering.
When can I change my order?
You can change your order at anytime. Any cancellations or changes to orders we need 12 hours notice or charges may apply. Please email us at [email protected] if you want to make changes or cancellation to your order.
For Auto-Deliveries, you can change the period between orders as often as you like. Simply log in-to your account at www.stayloyal.com.au and you will be able to update, cancel, or push back your next delivery. You can also update your payment details, delivery address and instructions through the “Member Login” page or simply just email, [email protected] and we will do the rest for you.
If an Auto Delivery has been cancelled, we can not place a new order for customers due to all card details being deleted for card security reason. Customers will either need to place a new Auto Delivery order on the website or if you have difficulties you can call us on 1300 30 70 57 and Tracey will help you with your order. If your preferred choice is via telephone, please have your Visa or MasterCard handy. Do NOT email your card details. Sharing card information through emails is a major security risk for any credit card holder.
Incorrect order received
If you receive an incorrect or incomplete order, please immediately email us through photos of the way you received the order and the label number so that we can pass this onto the warehouse to get your order rectified as quickly as possible. As the warehouse is a separate company from us, if you do receive an incorrect product they may contact you to arrange pickup of the incorrect order and send out your correct order as soon as possible. If you open the bag we will need to make arrangements with you for payment.
What happens if we run out of stock?
If there is a disruption to supply (we have done everything we can to make sure there isn’t a disruption) we will contact you and go through the options with you. You may either select a replacement item to be delivered or may choose to skip that delivery and wait for the product to become available again.