How can we help?

Frequently Asked Questions


What if I want to speak to someone?

We welcome you to contact us with any questions, concerns, or feedback. We will get back to you within 48 business hours, usually sooner.

Please note that inquiries sent on Fridays or over the weekend will likely receive a reply the following Monday.  

Can I cancel my order?

Once an order is placed, we are unable to alter or cancel at this time. Please keep this in mind as you enjoy your shopping experience on our site.


What does pre-order mean?

This means you are buying a product now that is not yet available and ready to be shipped. When you pre-order a product, we will always provide approximate availability of stock on the product page.

When will I receive my pre-ordered product?

It will be shipped out as soon as the product is available and ready to be shipped.

If I order an available product with a pre-order product, when will my order be shipped?

In most cases your order will be sent once the pre-order product has arrived, so there could be a short delay. If there is any unexpected delay with pre-order products that have not be specified on the product page, we will ship available products immediately.


Once subscribed, am I locked in?

Definitely not! Your minimum order commitment is two months in 30 day increments. After this time, you can edit, pause, or cancel your order.

Can I change the frequency of my subscription?

You sure can! After your first two orders have come out you can edit your orders to have them come out every 30, 60 or 90 days

I don’t need any more product right now, should I pause or cancel my subscription?

You should hit pause. This means you can resume your subscription and retain 15% off your orders without needing to commit to a further two orders if you start again. 

I can’t figure out how to manage my subscription.

Managing your subscription is easy, you simply need a customer account on our website. If you haven’t already, create a customer account using the email address you used to set up your subscription.

Your account can then be accessed any time by clicking ‘My Account’ at the top of the website.

If you get stuck, email us at


Who do you use for shipping?

At this stage we are only using Australia Post.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that we have received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What do you charge for shipping?

For the full outline of our shipping charges, please see here.

How quickly will you fulfil my order?

We aim to have all orders placed by 1pm on a business day sent out on the same day. However, we are a small business and sometimes this may not be possible. We appreciate your understanding for any short delays.

My package is delayed or lost, what do I do?

Argh! We understand the frustration! Please access your tracking number (emailed to you at fulfilment) and track your item here first. Should it seem lost, please reach out to Australia Post and lodge a claim, then contact us letting us know your order and claim number. Once we receive that, we will work together to come to the best resolution.

Returns & exchanges

Can I return and exchange my order?

If for any reason you are dissatisfied with your purchase, we will be glad to offer an exchange on all products returned to us within 14 days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition. The cost of shipping for exchanges will be at the customer’s expense. 

Unfortunately, we cannot accept returns or exchanges for any food items (this includes all of the blends on this site).

Please note, due to hygiene regulations, we do not exchange or refund items if an item is returned in non-saleable condition (that is, it is open and or used). We also do not accept any refunds or exchanges on sale items.

What if my product arrives faulty or damaged?

We hope this doesn’t happen as we take great care to make sure your products are well packed. But, accidents happen! 

If your product arrives faulty, damaged or isn’t what you ordered, please email us at with all relevant information and photographic proof within 14 days of receipt.

Please return your items in their original packaging, in the same condition they arrived in, including the shipping carton.

Please ensure your return package has a tracking number and relevant insurance, as The Holistic Ingredient will not be liable for items lost in transit. Once you’ve provided the relevant returns information, we will be in touch to arrange your refund  or exchange. We will reimburse the return shipping cost to the credit card used for your purchase.

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