Support & FAQ

Originals is an online store that sources authentic beauty and personal-care products direct from Australian brands and authorised retailers, then ships them to customers in Sri Lanka and the Maldives. Every item we sell is a genuine Australian product — no grey-market stock, no counterfeits.

We buy direct from Australian brands and authorised retailers in Australia. The product you receive is exactly the one sitting on shelves in Sydney or Melbourne. We keep your Australia Post tracking number and the Sri Lanka Customs receipt as proof of origin — keep the Customs receipt that comes with your parcel; it's the clearest paper trail of where the product came from.

Door-to-door, expect 10–14 business days. Roughly 2–3 days for us to dispatch from Australia, 5–7 days in transit, and 2–4 days for Sri Lanka Customs clearance and local delivery. Customs delays during holidays or peak periods can extend this — we'll keep you updated by email if anything looks unusual.

Shipping is based on the parcel's weight and your destination. You'll see the exact options and prices at checkout once you've selected an address. We use Australia Post for all international shipments — you get a tracking number as soon as we dispatch.

Yes. Sri Lanka Customs charges import duty, VAT, and other levies on most beauty and personal-care products. This is separate from your order totaland payable directly to Customs (or the post office on their behalf) when your parcel arrives. We can't pre-pay it for you.

At checkout we show an estimate based on the current Sri Lanka Customs tariff and the HS code of each item, so you have a good idea of what to expect. The final amount is determined by Customs at clearance and may differ if rates change or the assessment varies.

Email us at hello@getoriginals.lk before payingand forward the assessment notice. We'll work through it with you and the customs agent. The estimate is calculated from the official tariff but Customs has the final say at clearance, so occasionally the figure shifts.

Sri Lanka Customs collect duties only at airports, government post offices, and courier service Customs points. Sri Lanka Post or your courier will send you a notice of arrival by SMS or registered letter with the amount payable. You pay there (or online where available) and collect the parcel.

Anyone asking you to transfer money to a private bank account is a scam. Originals will never ask you to pay duty to us — it goes directly to Customs.

Yes. We ship to the Maldives and shipping options will appear at checkout once you select a Maldivian address. Customs and import rules differ from Sri Lanka — your local post office will tell you any duties payable on arrival.

All orders are charged in Australian Dollars (AUD) through Stripe. We display prices in Sri Lankan Rupees (LKR) by default for convenience using a daily-updated exchange rate, but the actual charge to your card is in AUD. Your bank may apply a small currency-conversion fee on its end — check with your card issuer if the converted amount differs from what you see on the receipt.

We accept all major credit and debit cards (Visa, Mastercard, American Express) through Stripe. Payment is taken at the time you place the order. We don't currently accept bank transfers, cash on delivery, or local Sri Lankan payment methods.

Beauty and personal-care products are difficult to return across borders for hygiene and customs reasons, so we don't accept general returns. We will make it right if:

• The product arrives damaged, broken, or leaking
• You receive the wrong item
• The product is past its expiry date on arrival

Email us at hello@getoriginals.lk within 7 days of deliverywith photos and your order number, and we'll arrange a refund or replacement.

First, check the tracking link in your shipping notification email — most delays are at the Sri Lanka Customs hub and resolve within a few days. If the tracking has been stuck for more than 7 business days, or hasn't updated in over 14 days, email us at hello@getoriginals.lk with your order number and we'll lodge an inquiry with Australia Post.

If your order hasn't shipped yet, email us at hello@getoriginals.lk immediately with your order number — we'll cancel it and refund the full amount. Once it's left Australia we can't recall it, but we can usually still fix small issues like address typos if Customs hasn't cleared it yet.

Yes. All payments are processed by Stripe — we never see or store your full card number. Stripe is PCI-DSS Level 1 certified, the highest level of payment-card security. The connection between your browser and our checkout is encrypted with HTTPS.

Email is the fastest way: hello@getoriginals.lk — we reply within one business day. You can also use the form on our Contact page, which goes to the same inbox.