Purchasing FAQs

Purchasing FAQs

Ordering online

1. How do I order goods from Blackmores Institute?

Blackmores Institute membership is for healthcare professionals. If you are not a healthcare professional and would like to learn more about natural health and wellbeing, we encourage you to visit the Blackmores website. Membership to the Blackmores Institute website is currently unavailable for EU residents.

2. Do you accept back orders for out of stock goods?

No, we currently do not have a back order system in place. If an item is out of stock, it will be displayed as unavailable on the website and vice versa if the item has become available you will be able to add it to the shopping cart. Although rare, there can be some overlap between ordering an item and it going out of stock. If this occurs and your order has been placed, we will do our best to contact you to let you know of this issue.

3. Can I place an order over the phone?

No. We currently do not accept orders over the phone.

4. Are there restrictions on how many units I can purchase?

There is a transaction limit of $500 per order on all orders.

Managing your Blackmores Institute user account

1. I have forgotten my username and/or password. What do I do?

Please go to the login section located in the main navigation at the top right of the page.

When the login page is displayed select "forgot my password" and we’ll email you a new password to the email we have on file for your account. Please follow the unique link provided in the email to set up a new password. Please keep your data safe and do not share your login details or re-use other passwords you may use for other sites.

2. How do I view or edit my Profile details?

Please login to your Blackmores Institute user account via the main navigation bar at the top right of the page and go to My Profile to view or edit your details.

Promotional voucher codes

1. I have a voucher code. How do I use it?

When you have selected the goods you want to purchase and added them to the cart you will go to the checkout. Simply enter the code under the voucher code field and click Apply to ensure you receive the discount. Please enter the voucher code exactly as it has been provided to you otherwise it will not work and the discount will not be applied. The total amount due to be paid will be clearly spelt out before you commit to order from the Blackmores Institute website.

2. Is there an expiry date on my voucher?

Yes, all Blackmores Institute vouchers have an expiry date and this is made available where the voucher code has been promoted. We are unable to extend voucher expiry dates.

Payment

1. What forms of payment do you accept?

We accept Visa and MasterCard.

2. What if there is a problem with my payment method?

If there is a problem with your nominated payment method and payment cannot be processed, we recommend that you get in touch with your bank to find out more details about your failed transaction. We will process your order in accordance with our Terms of Purchase and we will email you when your order has been processed and the goods are ready to be shipped to you.

Shipping

1. How are orders shipped?

All orders are managed by Australia Post. Successful orders will be shipped within one or two business days (Monday to Friday) as long as there are no issues. When your order has been collected from our warehouse, you will receive an email from Australia Post confirming that the order is on its way and will provide you with the tracking number. You can use this number to track your order on the Australia Post website https://m.auspost.com.au/view/tracking.

2. What are your Australia shipping options and costs?

Standard shipping is dependent on the weight and size of your order. Most orders are delivered within 3 to 7 working days from the date we ship your order (depending on where you live in Australia).

3. How do I track my order?

It’s very important that you keep handy the 6 digit order number you are provided with on successfully placing an online order. You would also have received this order confirmation number via email. Please go to https://m.auspost.com.au/view/tracking to track your order. You will receive an email when your order is received and processing has started. You will receive a separate email from Australia Post when your order has been collected from our warehouse. This email will contain a link where you can track your parcel online. When your order is in the hands of Australia Post, they are best placed to assist you with any tracking related queries.

4. Where do you ship to?

Blackmores Institute ships to healthcare professionals in Australia.

5. I live in the European Union (‘EU’) or United Kingdom ('UK') and want goods shipped to me. Why can’t I purchase your goods?

Blackmores has reviewed the sale of its goods to the EU + UK and at this time is not taking orders from healthcare professionals located in the European Union (‘EU’) or United Kingdom ('UK') or shipping to the EU or UK. We regret any inconvenience caused.

6. I live in the European Union (‘EU’) or United Kingdom ('UK') and want goods shipped to the EU or UK. If you do not sell or ship goods to healthcare professionals located in the EU or UK, where can I buy your goods?

Unfortunately at this time we are unable to provide you with an alternative place to purchase our goods.

7. How long does it take for my order to arrive?

Every effort is made to ensure orders are shipped within 1 to 2 business days (Monday to Friday), however, your order can take between 3 to 7 business days to arrive; sometimes it is faster and on occasion a bit longer depending on its final destination in Australia.

8. I haven’t received my order within the specified timeframe. What do I do?

If your order does not arrive within the estimated time frame please contact Blackmores Institute HCP support via email: [email protected] quoting your 6 digit order number and your tracking number if you have it handy.

9. I know I’m not going to be home to sign for my order. What can I do?

We can ship to post office boxes. If you are not at home to receive your parcel, a card will be left so that you can pick it up from your closest post office. If you know you will not be home to receive the parcel, you may authorise Australia Post to leave the parcel at your home by ticking the “Authority to Leave” option at checkout. It is only recommended to select the authority to leave option if you believe it is a secure environment for the item to be left unattended.

Cancelling and Returns

1. What is your return policy?

We do not accept returns for simply changing your mind after purchase, unless we otherwise specify, such as where you cancel your order before we dispatch the goods, and we send you confirmation of the cancellation. Despite the above, nothing in these Terms of Purchase alter any rights you may have under the Australia Consumer Law. Please ensure you retain proof of purchase of purchasing goods from our Site and the goods in question if you are looking at returning your goods. For further details, please email [email protected] and ensure you have your 6 digit order number handy which was emailed to your nominated email upon successfully processing your order.