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Here are some of the most frequently asked questions about our online store.

General FAQs

What payment types do you accept?

  1. Cash or card for local pick-ups
  2. Bank transfer (preferred method) or card over the phone for postage orders.

Can I click and collect?

Yes, click and collect is available during business hours. You'll receive a notification for when the order is ready to collect.

Where do you ship/deliver to?

We can ship/post to any address in Australia. Unfortunately, we don't currently ship overseas.

Shipping & collection FAQs

How much is shipping?

We ship/post across Australia (nationwide) at a flat-rate $15 express via Australia Post.

When will my order be dispatched/sent?

All orders received before 12pm Brisbane time, will be dispatched/sent same day. We use Express Post from Australia Post.

Where can I find my tracking info?

Tracking will be provided via text message, usually later in the afternoon.

Can I combine my online order with my prescription order?

Yes. There's two ways you can organise:

  1. For pick up at Carina...TBA
  2. For add to my postage...TBA

Order issues

What if my order/product arrives damaged?

If your order arrives and the box looks damaged, please don’t open it. Instead, snap a quick photo or video of the damage and email it to info@essencedispensary.com.au. Or upload via our form below.

We’ll review it straight away, and if the damage happened during transit, we’ll usually send you a replacement right away.

I received the wrong order, what can I do?

Please email, call or text us as soon as possible!

Email: info@essencedispensary.com.au.
Call: 07 3398 3420
Text: 0427 537 814 (text only number)

What's your policy/process for returns or warranty issues?

Generally, we don’t accept returns due to “change of mind”. Particularly for returns of any scheduled items/medicines—prescribed or over the counter.

If a product is faulty, Essence Dispensary may use the manufacturer’s warranty to arrange an exchange or repair, depending on whether the fault is considered minor or major under Australian Consumer Law. Please notify Essence Dispensary of the issue and return the product within 7 days of purchase.

See our "Helpful links" section below for more info.

Helpful links

  • Returns & exchanges

    We care about making sure you’re happy with your purchase. While your rights under Australian Consumer Law and the Office of Fair Trading always apply, we’ve created a returns policy that goes the extra mile—giving you more options and peace of mind. We're here to help find the best solution quickly and fairly.

    Find out more 

  • Warranty policy

    If you receive a faulty product, we’ll work with the manufacturer to organise an exchange or repair in line with Australian Consumer Law. Just let us know within 7 days and follow the steps below to return your item.

    Find out more 

  • Contact us

    Our team is focused and ready to help!

    We're open Monday to Friday.
    Mon-Wed & Fri: 9am-5:30pm
    Thurs: 9am-7pm

    Call, visit, or email 
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