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FAQs

Can I make changes to my order after I've placed it?

Once you've placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

I made a mistake on my delivery address on my order, what do I do?

If your orders hasn't yet been shipped, we may be able to amend the delivery address. Please get in contact with our customer service team as soon as possible to let them know the issue. Please ensure you have the order number included in your message.

My order is missing an item, what do I do?

Please contact our customer service team via the contact form or call on 1300 650 981 (business hours are Mon-Thurs 9am-5pm AEST, Fri 9am-1pm AEST). Please be sure to include your order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Are your products tested on animals?

Australis do not test on animals in any way. All of our suppliers are certified.

I have received a faulty item in my order, what do I do?

We would like to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our customer service team with your order number, the faulty item's name and number and a description of the fault. If you can include images, that would be even better. We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

How much does delivery cost?

It will cost $9.95 to ship your Australis goodies if your order is less than $100. Orders over $100 do not incur a delivery fee. For international delivery, shipping is calculated to the country of destination. All Orders have authority to leave without signiture is automatically checked, unless stated otherwise in order. 

Are your products Vegan?

Our range is 100% Cruelty Free and we endeavour to make our products vegan where possible. Ingredients are listed on every product page and Vegan Friendly products will have the Vegan logo. 

I'm not sure what shade I need, can I have some samples?

We do not have any free samples to send out. However, we have testers available on all of our cosmetics stands in Priceline, Big W and selected Pharmacies.

What is your returns policy?

We are happy to offer a store credit, exchange, or refund on an item you've purchased from us - simply contact us within 30 days of your order date. If you have changed your mind about a product you have ordered, we'll need to receive it back to us unopened and unusued, in the original packaging. If the item is faulty or damaged please contact us with a detailed description of the issue along with a photo if possible. If an incorrect item has been received, please take a photo and contact us within 7 days of delivery. In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.

Collaborations

I am a blogger and would like to feature your product.

Click here to go to our contact form. Please select ‘Collaboration Opportunities’ as the reason in the drop down menu and fill in your collaboration request. Please remember to include your blog or Youtube link, as well as links to your social media channels. Your request will be reviewed by our PR team and successful applicants will be contacted.

Can you sponsor an event we are holding?

Click here to go to our contact form. Please select ‘Sponsorship & Donations’ as the reason in the drop down menu and fill in your sponsorship request. Your submission will be reviewed by our Brand team and successful requests will be contacted.

Can you provide product for our goodie bags?

Click here to go to our contact form. Please select ‘Sponsorship & Donations’ as the reason in the drop down menu and fill in your donation request. Your submission will be reviewed by our Brand team and successful requests will be contacted.

Do you have any free samples?

We do not have any free samples to send out. However, we have testers available on all of our cosmetics stands in Priceline, Big W and selected Pharmacies.

We are a brand that would like to work with you, who should we contact?

Click here to go to our contact form. Please select ‘Collaboration Opportunities’ as the reason in the drop down menu and fill in your collaboration request. Your request will be reviewed by our Brand team who will be in touch if there’s a suitable opportunity to work together.

How do we speak to your PR team?

Click here to go to our contact form. Please select ‘PR Enquiries’ as the reason in the drop down menu and fill in your PR enquiry. Your submission will be reviewed by our PR team, who will be in touch.

I am a makeup artist, can I get your products wholesale?

Click here to go to our contact form. Please select ‘Wholesale Enquiries’ as the reason in the drop down menu and fill in your wholesale enquiry. Our Customer Care team will then be in touch.

Payments & Promos

What payment types do you accept?

We accept the following payment types:

  • Credit Cards (Visa & Mastercard)
  • PayPal
  • AfterPay

The promo code I'm trying to use isn't working, can you help?

If you have a promo code, you will need to enter it on the shopping bag page. You need to enter the code exactly as it was given to you, without any spaces. Click 'Apply Code' after you have entered it.

If you are still having trouble with the code, please check the following:

  • You can only use one discount/promo code per orders. This applies to our free shipping codes too
  • Promo codes will always have an expiry date, check it hasn't expired in the Terms & Conditions
  • Terms & conditions of each code will be different so please read them carefully to ensure they are applicable to the items you are trying to purchases

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. Our payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assured that your credit card information is secure every time you make an oder.

My credit card details are not being accepted, what's wrong?

Please check the following:

  • You have enough funds in the credit card you are trying to use
  • There are no spaces in your credit number
  • You have completed all fields required
  • Your name appears exactly the same as on the card

If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact us.

What is PayPal and how does it work?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe & easy method of payment without disclosing your credit card or other financial information to the merchant. You simply need to sign up for an account and follow the prompts. For more information, please visit www.paypal.com.

What is AfterPay and how does it work?

Afterpay offers simple instalment plans for online shoppers, allowing a purchase to be paid for in 4 equal instalments, due every fortnight, interest free! First-time customers provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy!

After you check out, the goods will be shipped to you by us. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

Afterpay is available to all people who:

  • Live in Australia, NZ and USA
  • Are at least 18 years old
  • Are capable of entering into a legally binding contract
  • Have a valid and verifiable email address and mobile number
  • Have access to a Payment Method, for example by being the holder of a Card.

They do not require you to fill out a credit application form!

Do you have gift cards?

At the moment, we do not have Gift Cards available, this may change in the future.

Are your prices in Australian Dollars (AUD)?

Yes, all our prices are in Australian Dollars (AUD) and your credit card will be charged in this currency too.

Do your prices include GST?

Yes, all our prices include GST. At checkout, you will be able to see the amount of GST you are being charged.

Do you offer a discount or promo for students?

At this time, we don't offer a specific discount for students however we regularly run promotions on our website. 

Where can I get a promo code to use on my order?

We recommend you sign up to your email database so you are the first to know about any promotions we are running. 

Can I use more than one promo code on my order?

No, you are only able to use one promo code per transaction. Click here to see our full Terms & Conditions page.

Product & Stock

Are your products tested on animals?

Australis do not test on animals in any way. All of our suppliers are certified.

Are your products Vegan?

Our range is 100% Cruelty Free and we endeavour to make our products vegan where possible. Ingredients are listed on every product page and Vegan Friendly products will have the Vegan logo. 

The item I want is out of stock, will you be getting more stock?

Click here to go to our contact form. Please select ‘Product Availability’ as the reason in the drop down menu and fill in your product enquiry. Our Customer Care team will then be in touch.

Can I set up a wholesale account to order bulk stock?

Click here to go to our contact form. Please select ‘Wholesale Enquiries’ as the reason in the drop down menu and fill in your wholesale enquiry. Our Customer Care team will then be in touch.

I can't find the item I am looking for, is it discontinued?

Click here to go to our contact form. Please select ‘Product Enquiries’ as the reason in the drop down menu and let us know the product you are looking for. Our Customer Care team will then be in touch.

How can I search for items on your website?

The search bar is located on the very top of our webpage. Simply type in the product name you’re after and it will find the best matches.

Where else are your items available?

Our products are available in all Priceline and Big W stores, as well as selected Pharmacies. A select range is also available in Target, Kmart and Coles Supermarkets. If you need assistance locating your nearest stockist, click here to go to our contact form. Please select ‘Stockist Enquiries’ as the reason in the drop down menu and fill in your stockist enquiry, please be sure to include your suburb and post code. Our Customer Care team will then be in touch.

I'm not sure what shade I need, can I have some samples?

We do not have any free samples to send out. However, we have testers available on all of our cosmetics stands in Priceline, Big W and selected Pharmacies.

Where can I see the ingredients in each product?

Ingredients are listed on every product page.

Do you use Palm Oil in your products?

Some of our products contain sustainable Palm Oil. We only use suppliers with a RSPO (Roundtable on Sustainable Palm Oil) policy regarding sustainable plantation farming of palm oil. We do not test on animals in any way. All of our suppliers are certified.

Technical Issues

I need help with my order, who can I contact?

If you would like to speak to our customer service team, please email customer.service@australiscosmetics.com.au or call them on 1300 650 981 (business hours are Mon-Thurs 9am-5pm AEST, Fri 9am-1pm AEST). Alternatively, you can fill out our contact form here.

My order is missing an item, what do I do?

Please contact our customer service team via email customer.service@australiscosmetics.com.au or call on 1300 650 981 (business hours are Mon-Thurs 9am-5pm AEST, Fri 9am-1pm AEST). Please be sure to include your order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I have received a faulty item in my order, what do I do?

We would like to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our customer service team with your order number, the faulty item's name and number and a description of the fault. If you can include images, that would be even better. We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

An item I received is incorrect, what do I do?

We would like to sort out any issues with incorrect items straightaway. Please contact our customer service team with your order number and the incorrect item's name and product number. We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

Can I cancel my order after I've placed it?

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

Can I make changes to my order after I've placed it?

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

I made a mistake on my delivery address on my order, what do I do?

If your order hasn't yet been shipped, we may be able to amend the delivery address. Please get in contact with our customer service team as soon as possible to let them know the issue. Please ensure you have the order number included in your message.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check My Orders. If you do not have an account yet, you can create a new account.