Customer Services

SHIPPING

FREE SHIPPING ON ALL AUSTRALIAN ORDERS 

Same Day Dispatch Track Your Order Optional Insurance

SHIPPING FEES AND DELIVERY TIMES

SHIPPING METHODALL ORDERSDELIVERY TIMES
Standard Shipping
FREE 
3-10 Business Days
Express Shipping $9.95 Flat Rate 1-3 Business Days
Guaranteed Overnight Express* $13.95 Flat Rate Next Business Day
Pick-Up Gold Coast Store FREE Ready Next
Business Day
International Shipping Calculated 7-21 Business Days

DELIVERY

We use Australia Post’s eParcel and Fastway Couriers service to safely deliver your goods. The delivery times quoted are approximate and calculated from when your order is dispatched. Delivery times should be used as a guide only. Guaranteed Overnight Express is only guaranteed for customers that live in the Australia Post Express network.

A signature is required on delivery and anyone at the delivery location can sign for the parcel. If no one is available to sign, the driver will leave a collection card with details on where to collect your parcel.

You may nominate a residential, business or PO Box address for delivery. If nominating a business address please ensure you include the company name in the address field. If insufficient delivery information is supplied and your parcel is returned to us, you will be required to pay a re-delivery fee.

SAME DAY DISPATCH

Orders placed prior to 2pm EST are processed and dispatched the same day for in-stock items.

Orders received after 2pm EST or on weekends or public holidays will be processed next business day. If we experience any delays in processing your order we will contact you within one business day by email or phone.

TRACK YOUR ORDER

Your shipping confirmation email will contain a tracking number allowing you to track the whereabouts of your parcel. To do this, simply log into your member account or visit the Helpful Info section on our homepage.

OPTIONAL INSURANCE

We offer a postage insurance option on all shipping methods. For $2.95 the insurance provides you with full cover for any loss or damage during transit. If you do not select postage insurance we will not be held responsible for any loss or damage that occurs to your parcel once it is lodged with Australia Post or Fastway Couriers.

INTERNATIONAL SHIPPING LIMITATIONS

Unfortunately the following brands cannot be shipped outside of Australia; Africology, Alterna, American Crew, ASAP, Aspar, Caron, Clarisonic, Comfort zone, Curtis Collection, Davines, Dermalogica, EmerginC,  Evo, Invisibobble, Juuce, Label M, Lycon, Medik8, Model Rock, Napoleon, NP Se, O&M, Paul Mitchell, Pure, Revlon, Skinceuticals, Skinstitut ,Tangle teeser, Uniq One, Youngblood

 

RETURNS POLICY

We want you to enjoy your online shopping experience. We believe in providing a fair and reasonable returns policy to our customers.

The Facial Co. Returns Policy applies to all purchases made from Facial Co. either in store or online and does not exclude or replace your rights given under the Australian Consumer Law.

1. CHANGE OF MIND

If you change your mind or ordered the wrong item, no stress, simply return the item to us within 30 days and we will gladly offer you a store credit provided that:

  • Satisfactory Proof of Purchase is provided; and
  • The item is returned to us in its original packaging; and
  • Is in a saleable condition (unopened, unused and in the original pristine condition); and
  • Is not part of the exclusions list (see below)

2. ALLERGIC REACTION

It is always important to use products as directed on the label, but in the extreme case your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately and call us to speak to one of our skin therapists.

Facial Co. is governed by each brands’ own policy and procedure in relation to the handling of an allergic reaction. In most cases photographic evidence is required to substantiate an allergic reaction claim.

3. EXCLUSIONS

Please choose carefully as we do not normally offer an exchange or refund on the items listed below unless the items is faulty, significantly different from what was shown or where otherwise required by law;

  • Products that have been opened or used
  • Clearance or sale items
  • Cosmetics and fragrance products
  • Electrical items

4. RETURNS

In the first instance, you must call us to explain the nature of your return. If approved you will be provided with Return Authority Number (RAN) which must be included with the returned item along with Proof of Purchase and send to:

FACIAL CO.
RETURNS
1/10 KORTUM DRIVE
BURLEIGH HEADS QLD 4220

We strongly recommend posting your return item using a trackable service. Facial Co. will not be held liable if your item is lost or stolen during transit.

If the original purchase included a bonus gift or was part of a bundled offer, these items must also be returned.

Upon receipt of a returned item, a Facial Co. representative will contact you to complete the returns process.

If a refund is offered, the original purchase price less a $5 administration fee will be refunded to the original payment method. If an exchange is offered, the value will be credited to your member account so you can place a new order at your leisure.

Facial Co. will not reimburse postage costs for returned items unless the item is faulty.

PRICE MATCH GUARANTEE

WHAT IS OUR PRICE MATCH GUARANTEE?

You can shop with confidence knowing that we offer competitive prices all year round on your favorite beauty products. You’ll also be pleased to know that we regularly check our prices against the online marketplace to ensure we remain competitive, however if you beat us to the mark by finding a lower price elsewhere then let us know and we’ll price match it (Terms and Conditions apply).

HOW DOES IT WORK?

If you find the same product online with an Australian retailer at a lower publicly available price than on FacialCo.com.au, we will match the lower price (Terms and Conditions apply).

To ensure your Price Match Guarantee claim is eligible for consideration, use the following checklist:

  • Is the item identical?
  • Is the retailer an authorised Australian stockist?
  • Is the product in stock?

If you answered ‘yes’ to all the above questions then you may be eligible.  Please call our customer care team on 1300 796 400 to submit your claim.

TERMS AND CONDITIONS

1. What’s the deal?

If you find the exact same item online and in-stock at a lower publicly available price from an authorised Australian stockist than what is offered on FacialCo.com.au, we will either match the price (prior to ordering on FacialCo.com.au) or, if you have already placed your order at FacialCo.com.au (within 24 hours), credit your Facial Co. member account the difference which can then be used towards your next order.

2. What’s the catch?

You must notify us either prior to, or within 24 hours of placing your Facial Co. order to request a price match.

It must be a "Like for Like" comparison, that is, the product must be identical in every aspect and where applicable:

  • The product must be in stock with an authorised Australian stockist.
  • Price must be publicly advertised in Australian dollars and include GST.
  • Product must be in stock at Facial Co.

The Price Match Guarantee does not apply to any product that is:

  • On sale or marked for clearance.
  • Discontinued or an old formula that has been updated.
  • Trade, warehouse or bulk-buy pricing.
  • Part of a liquidation, closing down or flash sale.
  • Sold by an unauthorised stockist, stand-alone online retailer, work from home business or a non-Australian based operation.
  • Sold through an outlet or auction site.
  • Imperfect or second hand.

3. The Fine Print

The Price Match Guarantee is limited to one website comparison per order.  We do not price match shipping costs or orders that fall outside of our 24 hour policy.  Facial Co. retains the right to accept or deny claims at their discretion.  Can not be used in conjunction with any offer including coupon codes and special discount vouchers. The Price Match Guarantee will not be approved if we deduce the claim has transpired as a result of an error, whether printing, uploading or otherwise, or is made fraudulently or in bad faith. Facial Co. may alter or withdraw the Facial Co. Price Match Guarantee or limit its availability to any person, at any time, without prior notice or liability to you.  The eligibility of your claim is subject to the terms in effect at the time of your order.