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Refunds & Returns

Refund & Return Policy

We stand by the products we sell. If you are unhappy with the quality of your purchase please contact us immediately and you may return the products for refund or exchange. Always check the contents of your delivery against the invoice provided. If you find a discrepancy please report it to us within 5 working days of receiving your goods.

Back Orders

If for any reason we are unable to fulfil your order due to a product shortage or products on back order, you will be contacted within two days of placing your order to arrange alternate arrangements, either alternative product or a full refund. Depending on the estimated time of wait, you may choose to back order the item or place your order at a later date. If you have elected to place the item on backorder, when that item arrives back into stock, we will contact you prior to dispatching the goods to confirm that you still want that product.

General Returns

If you are not happy with your product for any reason, Claires Cosmetics is happy to exchange it or provide you with a credit on your customer account, providing the product is returned to us in its original condition, undamaged and unopened, including the outer packaging. The customer will pay all freight charges and must contact Claires Cosmetics within 14 days of receiving the product.

Defective Items

If goods are faulty, wrongly described, and different from a sample shown or are not fit for their intended purpose, you may choose between a refund, exchange or a credit for the product. The customer must contact Claires Cosmetics within 14 days of receiving the product.

How to Return Your Item

Contact the Claires Cosmetics Customer Service team on + 61 3 9614 0400 or email us at orders@clairescosmetics.com.au (ensure you include a daytime telephone number).
A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Number (RN). The Customer Service officer will also provide you address details of where to send your return. You must obtain an RN number within 14 days of receiving the product so as to ensure that you are eligible for return.
All products being returned must be securely packed in a box to ensure product protection, ideally using the same packaging that the product was sent in. Claires Cosmetics will not be held responsible for packing negligence. The only exception is for a customer who originally received a damaged product.
Send your item to the return address provided. Please ensure that your RN number is clearly displayed on the return packaging.
As soon as the return has been received, the product will be assessed for appropriate action.

IMPORTANT:

You must obtain an RN number within 14 days of receiving the product and the return must be received by Claires Cosmetics within 14 days after the RN number has been issued.

Replacement product will only be shipped after the item has been received and assessed by Claires Cosmetics. Any item that is returned to Claires Cosmetics without an RN number will be returned to sender. Claires Cosmetics takes no responsibility for products lost whilst in transit.


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