Returns

Change of mind window

30 days from delivery

Condition required

Unopened, unused, seals and shrink wrap intact

Opened cosmetics

Not returnable for hygiene reasons unless faulty

Return postage

Yours on change of mind, ours if the fault is ours

Refund timing

Within 5 business days of the parcel reaching us

Change of mind

You have 30 days from the day your order is delivered to send back anything you have not opened. It needs to come back in the condition it left in: outer seal unbroken, shrink wrap on, box not written on, product never used.

• Refund goes back to the original payment method.
• Return postage on a change of mind return is paid by you. Use a tracked service, an untracked parcel that never arrives is not a refund we can process.
• The delivery charge you originally paid is not refunded on a change of mind return. If your order shipped free because it was over $99, and the return drops it under $99, we deduct the $9.95 standard rate from the refund.
• Sale items follow the same rules as full price items.

Opened cosmetics, and why we cannot take them back

Once a shampoo, serum, cream, lipstick, brush or applicator has been opened or used, we cannot resell it and we will not restock it for someone else. That is a hygiene rule, not a technicality, and it applies even if you used it once and did not like it.

• Anything with a broken seal, missing shrink wrap, a used pump, or product gone from the container is not returnable on change of mind.
• Testers, samples and gift with purchase items are not returnable.
• This does not affect your rights when a product is faulty. See below.

If you are not sure a product will suit you, read the ingredient list on the product page and buy the smallest size the brand makes. That is a cheaper experiment than a full salon size you cannot return.

Faulty, wrong or damaged

Different rules, and better ones. If we sent the wrong item, if it arrived damaged, or if the product is faulty, we pay the return postage and you choose a replacement or a refund.

• Tell us within 7 days of delivery for a damaged or incorrect item, with photos of the item and the packaging.
• For a fault that shows up later, contact us with the order number and a description. Manufacturing faults are covered well beyond 30 days.
• Do not throw away the packaging until the claim is settled. Carriers ask for it.

Hair dryers, straighteners and other electricals

• Unopened and unused, the same 30 day change of mind window applies.
• Once it has been plugged in, change of mind no longer applies, but the manufacturer warranty does.
• Warranty claims are handled by the brand service agent, and we will give you the contact and the proof of purchase you need.
• Keep the box. Most brands will not accept a warranty return without it.

Your rights under Australian Consumer Law

Nothing on this page reduces your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure is not a major one.

The change of mind policy above is something we offer on top of that. It is not a substitute for it. If you think a product has failed a consumer guarantee, contact us and say so plainly.

How to start a return

1. 1
   Message us first. Use the contact form with your order number and what you want to return. Do not post anything back before you hear from us, unlabelled returns are very hard to match to an order.
2. 2
   We reply with a return address and a reference. Within one business day. Write the reference on the outside of the parcel.
3. 3
   Pack it properly and send it tracked. Put the products inside a satchel or a box. Do not stick a label straight onto the product carton.
4. 4
   We check it and refund. Within 5 business days of the parcel reaching us. Your bank may take a few days more to show it.

Returns address

TO BE FILLED

Returns email

TO BE FILLED

Phone

TO BE FILLED