FAQ non-product specific

To see if we ship to your country, please see drop down country list in Cart.
1. Add product and go to cart.
2. “Estimate Shipping” should be displayed at the bottom.

If a country is not listed, it means we do not ship to the selected destination country.

AUSTRALIA
2-5 days . Regional addresses may have a longer delivery time than metro addresses.
Express post: 1-2 days.

USA
6-10 days

NEW ZEALAND
3-8 days

UK/ WESTERN EUROPE
9-15 days

CANADA
9-15 days

ASIA PACIFIC
9-12 days

REST OF THE WORLD
7-18 days

We base our warehouse operations in Australia to ensure the highest quality control and visibility at every step, guaranteeing that our products consistently meet your expectations. We appreciate your patience and understand the eagerness for faster delivery which is why we're excited to offer a flat rate express shipping option to the U.S and U.K, bringing you Zilch quality without the wait.

Customs Clearance Note: Please keep in mind we cannot control any time frames or details when your package is clearing customs within your country. Due to security measures, a parcel will be scanned by customs once it enters and then scanned once cleared. Please be patient and understand that neither ourselves nor the courier company can provide any details on this.

The most convenient way to find out where your parcel is, is by clicking the link in your shipped order email. It will contain a tracking number and a link to our courier’s website.

If you notice there have not been any new scans lately, please call the courier in your region for an update. Their local number can be found by clicking on the tracking link and going to their website – DHL eCommerce or Australia Post International.

Once the item has cleared customs in your country, the parcel will then move into your local postal service for the final delivery to you. To get a more detailed update on your parcel’s location, please use your tracking number with your local postal service.

Example: If you live in France, a parcel will be delivered to you via La Poste once it enters your country.

Our warehouse operation hours are Monday to Friday 8am – 4pm.

Fast shipping: Same day, or next day shipping.

Processing times may sometimes be delayed in high volume periods such as sales, new products, or closures such as public holidays.

You will receive tracking once your product has been dispatched. If you are concerned your order hasn’t been shipped, please contact us at info@zilchformulas.com.

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. 

We are not responsible for, and do not collect the above charges at the time of purchase and cannot give you an estimate of the cost – charges vary around the world.

As an international customer (Non Australian, Non U.S), please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. Orders may be returned for various reasons including: non-payment of tariffs, incorrect address, unclaimed at post office, etc.

If you refuse the shipment from us and choose to abandon the shipment, the item will be sent back to us. To claim a refund (minus a 15% restocking fee, minus postage fees) you will need to let us know that you are not claiming your item and lodge a return request. Please be aware that this return time frame can be as long as 90 days; your refund will not be processed until the item is back in the warehouse. Once an item is on the way back to us, we have no way of tracking where it is, or getting information from couriers on its location as there are not tracking details given when a product is returned to sender.

Please triple check all shipping details listed is correct is correct prior to completing your order.
Due to our fast shipping policy, your order is pulled from our system every hour, and we will not be able to update your delivery address once your order has been placed.

We are not responsible If your parcel is returned to us or missing due to an incorrectly entered address.

Zilch Formulas cannot be held responsible / liable for lost or stolen packages. The customer will have to file any claim(s) with carrier for stolen and/or lost shipments.

No refund will be offered if the shipping address has been entered incorrectly and the product has been delivered to incorrect address.

Our Refund Policy applies to all purchases made on the website www.zilchformulas.com
Due to the health risks from tampering, all products are sold on a “No Return Basis” unless faulty.

We are unable to accept returns or exchanges for products other than those purchased directly from us at www.zilchformulas.com unless the product is not of acceptable quality and/or the product does not match the description we provide (for example on its label or packaging). Both of these are statutory guarantees provided under the Australian Consumer Law.

If the product fails to meet a statutory guarantee referred to above, please contact us at info@zilchformulas.com and we will provide you with a remedy. Otherwise, if you purchased your Zilch Acne Formula from a department store, speciality retailer, other online store or elsewhere, please process your return with the original company of purchase in line with that store’s return policy.

All refund requests must be made within 14 days of receiving the product.

Refunds will be issued in your original payment method.

No refund will be offered if the shipping address has been entered incorrectly and the product is lost in transit, or if you have changed address or are not available to pick up item.

All return shipping costs are the responsibility of the purchaser.

Zilch Formulas cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.

Our refund policy is: For all returns/refunds (change of mind, medical reasons, shipping and customs etc) there is a 15% restocking fee that applies to original product purchase amount minus any shipping fees.

For any requests for returns under our Refund Policy please contact info@zilchformulas.com.

Change of mind

We do not provide refunds for change of mind purchases.

At our discretion, special consideration may be given in exceptional circumstances. The goods must be in saleable condition, whereby the product is unused, unopened and supplied with all original packaging. Please ensure that you package the product appropriately so it does not get damaged in transit.

We appreciate that your understanding that we are unable to offer refunds for circumstances where-by the product has not been suitable for the consumer or individual taking/using the product. We do not and cannot guarantee results. Because the product is not a individualised treatment, we are not able to take into account any sensitivities or allergies you may have.

Faulty

All our products are triple wrapped post-manufacturing, and the factory bottle seal is checked before packing.

In the unlikely event of a faulty/damaged product, as stated by consumer guarantee, you may request to have the product replaced. Only if there is a major fault with the item, will the consumer guarantee of a refund apply.

We do not provide refunds for change of mind purchases.

At our discretion, special consideration may be given in exceptional circumstances. The goods must be in saleable condition, whereby the product is unused, unopened and supplied with all original packaging. Please ensure that you package the product appropriately so it does not get damaged in transit.

We appreciate your understanding that we are unable to offer refunds for circumstances where-by the product has not been suitable for the consumer or individual taking/using the product. We do not and cannot guarantee results. Because the product is not an individualised treatment, we are not able to take into account any sensitivities or allergies you may have.

All our products are triple wrapped post-manufacturing, and there is a factory safety-seal.

In the unlikely event of a faulty/damaged product, as stated by consumer guarantee, you may request to have the product replaced. Only if there is a major fault with the item, the consumer guarantee of a refund will apply.

We are unable to offer a money-back guarantee.

Although we really stand by the quality of our product, we would never try to claim that it would work for everyone, as that would be gimmicky marketing, and we’re not into that.

We are also an ARTG listed product, and therefore are not able to offer guarantees due to strict advertising guidelines.

If the product has not worked well for you, we encourage you to email us at info@zilchformulas.com so we can see if we can help further in any way.
Dr. Vivian also offers consultations at her clinic if you would like to discuss alternate options in detail.

We are unable to accept refunds after bottles have been opened. Please see our refund policy here.

Afterpay is available to customers in Australia, New Zealand, UK and Canada.

Payment methods include Credit Card, Apple Pay, Google Pay, Shop Pay , Paypal and AfterPay (Afterpay available in Australia, United Kingdom, New Zealand and Canada).

Our currency for Zilch Formulas defaults to Australian Dollars in Australia and NZ, USD in the U.S, GBP in the UK and USD for the rest of the world.

A: If you believe an error has occurred with your payment, please contact us on info@zilchformulas.com and we will review your order details and the payment transactions.

Please make sure you send through your order number or any details you have used on your order so we can review the details quickly for you, including any screenshots.

If your order has failed, your bank statement may show "pending". This cost will not go through, and money will not be taken out of your account. Please check again with 2-5 business days to check that the pending payment has disappeared.