Shipping policy

Sophia Hair Australia is operated by Cullen Beauty Group Pty Ltd (ABN: 35 689 030 948).

Shipping Options

  • Standard Shipping: $10 — estimated delivery within 5–7 business days after dispatch.

  • Express Shipping: $15 — estimated delivery within 1–3 business days after dispatch.

Shipping charges may vary depending on order weight. Your applicable shipping charge will be displayed at checkout.

Delivery timeframes are estimates, not guarantees, and may vary depending on your location and Australia Post’s delivery network.

Dispatch Times

  • Orders placed before 2pm AEST are dispatched the same business day.

  • Orders placed at or after 2pm AEST are dispatched the next business day.

Business days are Monday to Friday, excluding Queensland public holidays.

Any temporary changes to dispatch arrangements will be displayed on our website. If an unexpected delay affects your order, we will contact you.

Tracking Your Order

Once your order is dispatched, you will receive an email containing your tracking information.

For location-specific delivery estimates, please check the Australia Post website using your delivery postcode.

Delivery Delays, Missing or Damaged Parcels

Australia Post delays and other circumstances outside our reasonable control may affect estimated delivery times.

If your parcel is delayed, missing, damaged or marked as delivered but has not arrived, please email support@sophiahair.com.au with your order number and details of the issue.

You may also contact Australia Post for tracking enquiries. We will assist with investigations and provide any remedy required under applicable Australian Consumer Law.

Please check your delivery address carefully before placing your order. If an incorrect address supplied by you results in additional delivery costs, we will contact you before arranging redelivery.

Contactless Store Pick-Up

When Your Order Will Be Ready

  • Orders placed before 2pm AEST on a business day will be ready for collection after 2pm that day.

  • Orders placed at or after 2pm AEST, on weekends or on public holidays will be ready the next business day.

Any temporary changes to collection preparation times will be displayed on our website.

Please wait until you receive your ready-for-collection email before coming to collect your order.

Collection Instructions

Your ready-for-collection email will include the collection location, instructions and PIN code for our secure collection box.

When collecting:

  • Have your order number available.

  • Follow the instructions in your collection email.

  • Take only the package labelled with your full name and order number.

  • Close and secure the collection box after use.

  • Keep the PIN code confidential.

If someone collects on your behalf, please ensure they have the correct instructions and order details.

Urgent or After-Hours Collection

For urgent collection requests or collection outside business hours, including weekends, email support@sophiahair.com.au before attending.

We will confirm whether your request can be accommodated.