Last updated: 21 November 2025
At Waterlily, we create slow skincare with intention and care. Each product is handcrafted fresh in our Botanical Laboratory in Brisbane, Australia. This Shipping Policy outlines how we process and deliver your order.
Our products are made in small batches to ensure quality and freshness.
Processing typically takes 5–7 business days.
Orders placed on weekends or public holidays will begin processing on the next business day.
During peak periods such as sales or seasonal launches, processing times may extend slightly.
Orders within Australia are shipped from Brisbane via Australia Post.
Estimated delivery timeframes:
Standard Shipping: 3–7 business days
Express Shipping: 1–3 business days
Delivery times are estimates provided by the carrier and may vary by location.
International orders are shipped using DHL Express or Australia Post International Standard, depending on destination.
Estimated delivery timeframes:
DHL Express: 3–7 business days
Australia Post International Standard: 6–15 business days
International shipments may be subject to customs duties, tariffs, taxes, or import fees, which are the responsibility of the customer.
A tracking number will be emailed to you once your order has been dispatched.
Track your shipment using:
Australia Post: https://auspost.com.au/mypost/track
DHL Express: https://www.dhl.com/track
Shipping costs are calculated at checkout based on location, service type, and the size of your order.
Occasional promotional offers may include free or reduced-rate shipping.
If your parcel is delayed, lost, or arrives damaged, please contact us at {{ your email }}.
We will lodge an investigation with Australia Post or DHL.
Replacements or refunds can be issued once the carrier’s investigation is complete.
Waterlily cannot replace or refund orders marked as “delivered” by the carrier.
Please ensure all delivery details are correct when placing your order.
If a parcel is returned to us due to an incorrect address or failure to collect, we can resend it once additional shipping costs are paid.
In the unlikely event that you receive an item that is damaged, incorrect, or faulty, please contact our Customer Care team at enquiries@waterlilyskinbodyspa.com.au or call +61 7 3390 3988 so we can arrange a refund or replacement for you.
If you have any questions about shipping or need assistance with your order, our Customer Care team is here to help.
You can reach us at:
📧 enquiries@waterlilyskinbodyspa.com.au
📞 +61 7 3390 3988
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We acknowledge the Traditional Owners of the land where we work, and recognise their continuing connection to land, waters and culture. We pay our respects to their Elders past, present and emerging.
© Waterlily Australasia 2025