Shipping/Returns/FAQ's

By completing your order you are agreeing to our Terms & Conditions and the following information:

 

We use a mixture of ROAD courier pre-paid shipping (economy) and AIR shipping (priority).

All tracking will be emailed to the email address you have provided once your order has dispatched.

 

Our couriers deliver all around Australia. Large items like chairs / lights / makeup cases/airbrush equipment etc must go road freight and extra charges will apply if the size is outside of regular 1kg - 3kg pre-paid options. Delivery estimates will be as per road freight times below.

 

If you are not home to receive your order there is an Authority to Leave on our freight deliveries. If you do not wish for your order to be left at your address in your absence then please use CUSTOMER NOTES on your order to specify if you would prefer a SIGNATURE ON DELIVERY. Therefore your order will not be left at your address and will return to the courier depot.

 

ORDERING OPTIONS

 

Collection - Next Business Day Place your order online and pre-pay to choose to collect from our head office address. You will be notified via email with instructions of how to collect once it is ready. Collections can happen between 7am and 7.30pm, Monday to Friday, and Saturday 7am to 5.30pm once you are advised it is ready after the next business day. IF URGENT - Please phone us at 1300 788 366 or email service@makeupandglow.com.au 

 

Shipping:

 

Within Australia (for orders that fit pre-paid options)

 

Road Courier : $13.95 up to $200

 

(Authority to Leave, Street Address Only - NO P.O. Boxes - No insurance - *as per terms)

 

 

Priority Air Courier : $19.95 up to $200

 

(Includes: PO Boxes - Express Shipping - Insurance *as per terms)

 

INSURANCE is ONLY valid on orders that require a signature (cannot be Authority to Leave).

 

Over $200 Free Road Courier : No Charge over for orders over $200 

 

(Authority to Leave, Street Address Only - NO P.O. Boxes - No insurance - *as per terms)

 

 

Over $200 Priority Air Courier : $9.96 nominal fee 

 

(Includes: PO Boxes - Express Shipping - Insurance *as per terms)

 

INSURANCE is ONLY valid on orders that require a signature (cannot be Authority to Leave).

 

 

Has your ROAD FREIGHT order not arrived as per the tracking estimate? Send them an email with your tracking number here:

https://support.sendle.com/hc/en-us/requests/new

 

DELIVERY TIMES for ROAD FREIGHT are approximated as follows AFTER dispatch:

 

Adelaide - 1 to 3 business days

Albury - 1 to 2 business days

Bendigo - 2 to 4 business days

Brisbane - Same or next business day

Bundaberg - 1 to 2 business days

Cairns - 1 to 3 business days

Canberra - 1 to 2 business days

Central Coast - 1 to 2 business days

Coffs Harbour - 1 to 2 business days

Darwin - 3 to 5 business days

Geelong - 1 to 3 business days

Gold Coast - Same or next business day

Hobart - 5 to 7 business days

Launceston - 3 to 7 business days

Mackay - 1 to 2 business days

Maryborough - 1 to 2 business days

Melbourne - 2 to 3 business days

Newcastle - 1 to 2 business days

Norther Rivers - 1 to 2 business days

Perth - 7 to 10 business days

Port Macquarie - 1 to 2 business days

Rockhampton - 1 to 2 business days

Sunshine Coast - 1 to 2 business days

Sydney - 1 to 2 business days

Toowoomba - Same or next business day

Townsville - 1 to 3 business days

Wollongong - 1 to 2 business days

 

Outisde these areas and surrounds may be considered as 'rural' and may take longer.

 

Delivery times for PRIORITY AIR freight are 1 - 2 days around Australia AFTER dispatch

 

Has your AIR FREIGHT not arrived as per estimated tracking? Please contact them here:

https://www.startrack.com.au

 

 

**If your order is LOST or DAMAGED in transit this will NOT be covered unless you select PRIORITY EXPRESS and you specify that is has SIGNATURE REQUIRED in customer notes. We cannot replace or refund your order without insurance and signature required.

 

ORDERS that DO NOT fit our 1kg - 3kg satchels or boxes incur further charges and may require road freight. You will be emailed a revised quote and can choose whether you wish to proceed with your order.

 

*DURING SALES orders may take up to 5 business days to ship*

 

Need to change your order?

Please email service@makeupandglow.com.au for any changes. Please note that if your order has already been packed and/or shipped then we are unable to amend your order.

 

When will my order leave?

Orders received each business day may dispatch next business day or we will advise if there are any stock delays.

 

*business days are Monday to Friday and do not include weekends, public holidays, store closure times, and not including SALE times or are part of any pre-orders, may have delays*

 

For example, if you order Monday at 1pm, it may dispatch the next business day being Tuesday.  If you order on a weekend (Saturday or Sunday) when couriers are closed, will be considered as a Monday order, and again dispatch on the next business day.

 

PRE-ORDERS

 

Pre-orders are offered via our website when a popular item is on it's way to us from the supplier. You are able to secure this purchase by purchasing ahead of it's arrival and it will ship when it arrives. PLEASE NOTE: if you have purchased other items along with the pre-order then this order will not ship until it is complete and filled. Should you wish these items to be sent separately then an extra shipping charge will apply. Please contact us direct if you wish us to send separately.

 

I haven't received my order yet?

Road Freight - email your tracking to: https://support.sendle.com/hc/en-us/requests/ne

Priority Air Freight - contact: https://www.startrack.com.au

 

What if I have an issue with my order?

Please inspect your order upon receipt and let us know of shortages, defective or damaged items within 48 hours. If there is an issue then please email service@makeupandglow.com.au and include photos where applicable, your name and invoice number.

 

Please note:

Although every effort is made to ship your order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control.

 

My order has been returned to Makeup and Glow?

Any undeliverable returns to Makeup and Glow will be at the shipping expense of the customer if this is due the inability to access the address, attempted deliveries and after attempts to contact the customer.  Please ensure the correct and suitable delivery address is used in order for the courier to access a mail box or business address.

 

Title and risk of loss to all products will pass to you on delivery.

 

SHIPPING outside of Australia

 

NEW ZEALAND

 

New Zealand Post PLUS* : $29.95 AUD

(Includes registered post and insurance - *as per terms)

 

UP TO 1KG (cubic) via Australia Post.  We will contact you if excess charges apply before shipping. Large orders that contain bulky or heavy items will cube out and require extra charges. Registered Post and Insurance  is included in our charges.

 

 

REST OF WORLD : $39.95 AUD

 

UP TO 1KG (cubic) via Australia Post.  We will contact you if excess charges apply before shipping. Large orders that contain bulky or heavy items will cube out and require extra charges. Registered Post and Insurance  is included in our charges.

 

Makeup cases, airbrushing equipment and flammable items may not be able to be shipped to your country. Please email us at service@makeupandglow.com.au if you have any questions.

 

Introducing Afterpay. Read more here: https://www.afterpay.com.au/faqs/

 

AfterPay is not available to residents outside of Australia.

 

If you are denied via AferPay then you will need to contact them as we do not authorise the payments, sorry! Ensure you are logged in to your Makeup and Glow profile account and you have an Australian address linked. Ensure your IP address isn't set on 'incognito mode which means your IP address is hidden and AfterPay will not recognise you are located in Australia. Ensure your credit card does not expire within the next 3 months.

 

 

REFUNDS AND OUT OF STOCK ITEMS

 

There are NO backorders, rainchecks or holds on SALE items.

 

Refunds will be processed within 2 business days from request of refund. The refund will show up back in your account at a time dependent on your banking facility. Refunds must be processed in the same way they were purchased.

 

If you have changed your mind on a product that has NOT been used, or opened, then you may contact us for a store credit minus shipping costs and 10% restocking fee. Please note we cannot accept change of mind returns after 7 days of receipt.

 

If you have used/swatched/tested any products we are unable in Australia to accept these back for return or refund, unless there is a manufactures fault. Please exercise your due diligance in researching your purchases as we do sell an extensive range of products to suit all budgets and needs. Where possible we link reviews of products, and ingredients lists are availale on request.

 

Cost of shipping the return product is at the expense of the customer. We request you use a method of shipping that includes tracking so you can verify it's return. If tracking is not used and we do not received the products back we are unable to process the refund. Ensure the products are safely packaged to ensure no damage during transit. We are unable to process refunds on stock damaged in transit back to us.

 

Change of mind returns are subjected to a 10% restocking fee.  If you received your order on free shipping terms, and returning this item reduces your order that makes you subject to a shipping fee, and this shipping fee will also be deducted from your order.

 

There are no returns or refunds when changing your mind on sale or clearance items. Credit notes may be applied.

 

 

SKIN REACTIONS:

 

It is strongly suggested that you are sure about your skin type before ordering as products that have been used cannot be returned. If you are in anyway unsure about your skin type then please contact our customer service prior to ordering.

 

WEBSITE COLOURS:

 

Please note that computer monitors vary and the colours on the website may not always be accurate.