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Order 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.

How do I create a new account?

You can either create an account now or you can start shopping straight away and set up your account when you check out - whichever suits you best. Just follow the easy steps on the screen.

How do I update my details on my account?

To update the details on your account, simply log in and edit My Details.

How do I unsubscribe from your newsletter?

  1. Open any newsletter sent to you by Australis Cosmetics
  2. Scroll to the bottom of the newsletter and click 'Unsubscribe'.

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 unused, in the original packaging. If your product has been opened or used we have a strict non-refund policy. 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.