FAQs

 

1) How can I contact your customer service team? 

For customer service inquiries, please contact info@dejavuapothecary.com or you can use the chat box at the bottom left of your screen.

2) I emailed your customer service team. When will I receive a response? 

Our customer service team aims to respond to all e-mails within 24-48 hours.

3) How long will shipping take? 

All the orders are dispatched within 1-3 business days from our warehouse after receiving the order. 

Shipping time estimates depend on your country and the shipping type you've selected at checkout. 

For more information, please refer to our Shipping Policy

4) Do you offer Returns and Refunds? 

Yes, we do. Please check our Refund Policy to learn more. 

5) What if I receive a damaged product? 

Please email info@dejavuapothecary.com right away with including photos of the damaged item. The pictures of the product must show that the product is unused, and within 7 days of receiving your package.

6) Will customs and taxes be included in the product price? 

Extra charges like Import tax, duties and related Customs fees (if applicable) are determined and charged by the Customs office of the destination country and the cost is not covered in payments you made to us. Please contact your local Customs office directly for further details. 

By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

International customers (outside Australia) are responsible to pay any applicable inbound duties, taxes and any other fees outlined by local Customs authority. Apart from the UK & EU, these taxes are covered in your shipping costs.

7) Do you offer discounts and promotions? 

Yes! Make sure to sign up for our email list to receive news on special offers. We also offer specials on social media, so make sure you follow us on Instagram, too!

8) Why hasn't my tracking number been updated? 

Your tracking number may take 12-24 hours to update from pre-shipment status, so don't worry if you don't see it right away.

9) Is it possible to change or cancel an order? 

Please contact our team immediately if you need to change or cancel your order, but we unfortunately cannot make any changes or cancel your order after it has left our warehouse. 

10) Are there any exchange rates?

    While our website shows multiple currencies to give you an idea of the price in your currency, all of our transactions are based in USD. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. The transactions fees thereafter depend on your bank or credit card policy.

    11) Is your jewellery safe for sensitive skin?

    Yes, our jewellery is safe for most skin types. Although the silver, gold and surgical steel we use has little to no nickel (some pieces are completely nickel-free), we do advise fully reading each item's description which will have the details for each piece.