Frequently Asked Questions
Will Face of Australia products be restocked after they are sold out?
Unfortunately, once items are sold out they will not be restocked. Alternatives for your much loved products can be found here.
Which payment methods do you accept?
We accept payments safely and securely via Paypal, Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
Is your site secure?
Yes. We use the latest TLS encryption technology so all your details and payment information are protected to the highest industry standards.
This website is handled by Shopify - they are PCI compliant - allowing businesses to accept secure credit card payments online 24/7 from customers around the world.
What is your return policy?
We like to keep our customers satisfied. If you have a problem regarding your order, please contact us as soon as possible. We have a 30 day return policy if for some reason the item you have purchased is defective upon receipt. We will provide a full refund (including postage) in such cases where the item(s) is not fit for the purposes to which it was intended.
We cannot accept returns for products once they are opened, used and/or damaged by the customer. Due to health and safety concerns, we cannot accept returns for any cosmetics unless they are un-opened, unused and in their original packaging or defective in some way.
The customer is responsible for payment of return shipping fees. We reserve the right to decline any returns if the above guidelines are not followed. For purchases where a shipping charge was paid, there will be no refund of the original shipping charge unless a full refund has been granted for a defective item.
Can I get a refund for items on sale?
Products which are purchased during our clearance sales are non refundable.
Are the items you stock genuine?
Yes! We purchase our stock directly from cosmetic manufacturers and/or their official distributors. We have very strict guidelines about where we source our products from to ensure the highest quality.
What if the item I was sent is faulty?
Customer satisfaction is our number one priority. In the rare event that your item(s) is faulty or has arrived broken or damaged, we will provide a full refund upon return of the item(s) to us.
I entered the wrong address. Can I change my address after I have placed my order?
Unfortunately, we cannot change a shipping address after an order has been placed. However, we can cancel the order and you may re-purchase the items using the correct address.
Can I cancel an order once it has been placed?
Yes, you can provided that you do so as soon as possible. Once we have dispatched your order, there is no way to cancel. We will refund the full cost of your order if you cancel it before we post it out to you.
How can I get in touch?
You can e-mail us directly at firstname.lastname@example.org or come and say hello to us on Facebook. We'd be happy to hear from you!