Orders are shipped Monday to Friday between the hours of 9am and 5pm. This excludes weekend days and public holidays. Our team will process your order within 48 hours, we will then hand it over to our nominated carriers.  Any courier delays are fully beyond our control here at Sepoe and may affect your orders arrival time.

Once your order has been shipped, you will receive a confirmation email with a tracking number and link to follow your parcel’s progress. If you haven’t received this email or need further assistance, please contact us at hello@sepoe.com.au and we will be happy to help. 

Unfortunately, we start processing your order as soon as it's placed. We are unable to change or cancel orders once they are made. If you no longer require your order, please email us at hello@sepoe.com.au and we will try our hardest to assist.

Unfortunately, we are unable to make any changes to your order once you have placed it however if you email us at hello@sepoe.com.au with your order number, one of our team will be able to advise the best next steps to take.

We don’t offer free shipping at this time. Shipping is calculated at checkout, with standard shipping available for $10 and express shipping for $15. We are always exploring ways to bring more value to our customers, so stay tuned for updates.

We are so sorry to hear that your order has arrived damaged. Please email us within 14 days of delivery at hello@sepoe.com.au with your order number and a photo of the damage. We will do our best to resolve the issue quickly and ensure you’re taken care of. 

We are sorry for the mistake. If you have received the wrong product, please email us within 14 days of receiving your order at hello@sepoe.com.au with your order number and photo of the item. We will work quickly to resolve the issue and make it right. 

If you have any concerns about your order, please email us first at hello@sepoe.com.au. While we don’t offer returns or exchanges due to hygiene reasons, we’re happy to discuss any issues and find the best solution for you. 

The entire SEPOE range is vegan and cruelty free. 

We take allergic reactions very seriously and we are sorry this has happened to you. For us to be able to investigate properly, we require a photo of the reaction and a letter from your doctor confirming it was caused by our product. The doctor’s letter is extremely important, we can’t assist without it.

At this stage, SEPOE does not offer worldwide shipping. We are currently focused on delivering across all of Australia while we ensure the best possible experience for our customers. We are working hard behind the scenes to expand our shipping options- stay tuned for updates! 

Right now, SEPOE is available exclusively online through our website. This helps us keep quality high and the experience personal. Be the first to know if that changes by signing up to our newsletter or follow us on Instagram and TikTok. 

You can unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of any of our promotional emails. It’s that simple. If you have any trouble, just reach out to us at hello@sepoe.com.au- we are happy to help.