FAQs
How long do I have to return my purchase?
Items must be returned within 7 days of original dispatch date in its original condition and include all original packaging. Please allow 10 working days from the day you return your product for your account to be credited or your exchange to be re-delivered. This return policy is applicable for change of mind and lack of expertise for use of the product, however, a restocking fee of 15% (or $15 whichever is greater) of the original purchase price will be deducted.
How long does it take to receive a refund?
Please allow 10 working days from the day you return your product for your account to be credited.
How will I be refunded?
Refunds are issued through the same transaction method used to make the original purchase.
How do I send my items back for exchange or return?
We recommend you utilise registered post as we do not take responsibility for items not received if you attempt to send an item via non-registered post.
Please enclose a copy of your tax invoice and mail the product in a secure package to;
MOROCCAN TAN RETURNS
C/- BSB Pacific Pty Ltd
15 PRODUCTION DRIVE
CAMPBELLFIELD VIC 3061
What if my item is faulty?
Items will be inspected by our Product Assessments team and if the item is deemed faulty due to manufacturing, we will replace or refund the product free of additional freight & re-stocking charges. Please allow 7-10 business days after the product is received for your item to be assessed.
Do you place items on backorder?
Any out of stock items totalling less than $100 (including GST) will not be backordered unless requested by the customer. Any backorders will be delivered free of charge.
Do you offer a warranty on your products?
We stand by all brand-specific warranties, these vary across each of the brands we stock, we encourage that you check with our team in line with the brand you have purchased.
I need personal assistance with my order. Who can I contact?
Our Customer Service Team is happy to assist you with any questions you may have! We are available via LIVE CHAT or phone +61 3 9463 8920 during business hours Mon-Fri or you can email us anytime sales@moroccantan.com.au
What are cookies?
Cookies aren’t just for eating. Cookies are alphanumeric identifiers that make it possible for us to recognise your browser when you visit, by using cookies, we can personalise your return visit and save you time during checkout. However, in order to enjoy the benefits of being a registered user, your browser must be set to accept cookies so they are not used unless you have a setting for them.
How do I start a new account?
Please click on ‘Sign Up’, which is located on the top right-hand side of the page. You will then be prompted to a new page where you will find ‘create a new account’ fill in your details as requested before clicking ‘create my account’. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.
How do I update my details on my account?
Please click on the ‘My Account’ tab located at the top of the page. You will then be promoted to a new page where you can view orders, update your account details and more. Choose the option ‘Your Account Details’ from the menu on the right-hand side, then change your details as needed, followed by clicking on the ‘update my details’ button to ensure your details have been saved.
I’m having problems ordering through your website. What can I do?
Our website is best supported by Chrome and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please call our Customer Service team on +61 3 9463 8920 or chat to one of our experts via LIVE CHAT or email us at sales@moroccantan.com.au
What payment types do you accept?
Moroccan Tan accepts all major credit cards* including AMEX*, Debit cards, Afterpay and Zip.
Is it safe to use my credit card on your site?
Moroccan Tan uses world-class secure payment gateways and data encryption so your credit card and payment details will always be secure.
Can I place my order and pay later?
Payment is due in full prior to dispatch of goods.
Are your prices in Australian Dollars (AUD)?
Yes, all pricing is in Australian Dollars.
Do you match prices if I see an item on sale elsewhere?
No, but we do our best to ensure we have competitive prices.
Do your prices include GST?
Yes, all prices include GST.
How long does delivery take?
All orders placed by 1pm will be shipped the same day. Customers can expect to have their completed order delivered within 1-5 working days, subject to the final destination. A business day is Monday through to Friday, excluding weekends and public holidays.
Will I have to sign for my delivery?
Yes, however, you may nominate to have the parcel left without a signature (e.g. on your doorstep). Otherwise, we suggest delivery to a home or business address where someone is available to sign for delivery during business hours. Customers are responsible to have someone at the delivery address to sign for and accept the delivery. Cost for re-delivery attempts will be passed to the customers of the delivery address if unattended at the time of delivery.
What is the postage & handling charge on orders?
MoroccanTan currently offers a flat rate of $15 AUD on shipping for all orders under $60*
Free Shipping is available on orders over $60*
*This is limited to Solutions, Disposables and Marketing products.
$29 AUD for Retail Master Kit, Apprentice Kit.
$49 AUD for ProV Mobile Kit, Pro V Intro Kit.
$149 AUD for Professional Salon Kit + Moroccan Tan Clean Air Extraction + Spray Station.
Orders are shipped through Star Track Express, TNT Express or Australia Post.
How do I change my shipping address after my order has been placed?
Your shipping address can be changed as long as your order has not left the warehouse. To change your shipping address, contact our Customer Service team as soon as possible on +61 3 9463 8920.
My items haven’t arrived yet. What can I do?
Please allow up to five business days for your order to arrive. We will make every effort and use all reasonable endeavours to deliver your order on time and intact. However, some matters are beyond our control. We will not be liable for such delays, lost shipment or transit damage. If you have not received your order within the expected delivery time frame specified or in a damaged condition, please contact our team at sales@moroccantan.com.au or call +61 3 9463 8920 quoting your order number.
I have received the wrong order. What do I do?
Any incorrect, missing or damaged items received must be reported to sales@moroccantan.com.au within 24 hours of you receiving the delivery, by email only.
If the item(s) received is not what was ordered, please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by you of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter.
You will not be charged for re-delivery of items under this clause.
Do you ship internationally?
Moroccan Tan is available internationally. For information on all our international distributors please contact our team at sales@moroccantan.com.au or call +61 3 9463 8920.
Do you ship to PO Boxes?
We do not deliver to PO Boxes.
How do I know it is safe to shop with you?
Your personal details are kept confidential at all times and your information will never be sold to anyone outside of our business. For added security, Moroccan Tan uses world-class secure payment gateways and data encryption to ensure your personal details, passwords and payment information will never fall into the wrong hands. Protecting your privacy and practising discretion is important to us so if you feel that this has been mistreated or you simply wish to contact us about our policy please do at sales@moroccantan.com.au
Why can’t I view pricing?
You will have to create an account to receive a username & password. Once you have created an account you will be able to view pricing and start shopping.
How do I create an account?
Creating an account is quick and easy! Simply click on the ‘Sign Up’ button that is located at the top right-hand corner, you will then proceed to a page that requires you to fill in your personal details and also shipping details. Once you have filled out all the relevant details click on ‘Create my Account’, VOILA!, your account has been created. You will also receive a confirmation email that will include your account details. HAPPY SHOPPING!
Can I view the status of my order?
You can keep up to date with the status of your order by clicking on the ‘My Account’ button located at the top of the home page and then selecting the option ’Orders’ This will then take you to the Orders page, this page includes every order you’ve placed at Moroccan Tan and outlines the status of your order/s.
How do I update my shipping and billing address?
You can update and add to your address details but clicking on the ‘My Account’ button located at the top of the home page and selecting the option ‘My Profile’. To edit the current address just re-enter your new details over the existing address and click ‘Save’ located at the bottom of the page, once you have completed updating. Underneath the billing address details it will ask you if this is the same address as the shipping- if you require an alternate address for shipping please select ‘no’ and enter your shipping address and click ‘save’ once you have completed your details.
I’ve forgotten my password. What should I do?
Click on the link ‘Forgotten Password’ on the ‘Login’ page, this will then ask you to enter your email address and an email will be sent to the address containing a link to verify your email address. When you click on that link your email address will be verified and you will then be emailed a new password.
How will I know you have received my order and when will my payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Payment will be deducted as soon as you complete your purchase. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will only charge your credit card for the value of the items in stock.
Do I need to create an account to place an order?
You do need to create an account to place an order and by registering with us you will also be able to enjoy the following benefits through your account:
+Track your orders and review past purchases
+Save your address and card details for faster shopping
+Manage your account details, order history and email preferences and see order status.
How do I know if a product is in stock?
All items are in stock unless “Sold Out” is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
How is my information used and stored?
We promise to respect your privacy. Any interaction with this site will be discreetly and confidentially handled. To view our Privacy Policy click here.
What are the Terms & Conditions?
To view our Terms & Conditions click here.
