Shipping & Returns

SHIPPING

We endeavour to dispatch all orders within 1 business day. During peak and promotional periods, please allow an additional 2-3 business days for dispatch.

We offer free shipping within Australia and New Zealand on orders over AUD $149. For purchases less than $149 shipping costs apply.

Orders are delivered via Australia Post or a registered courier and may require a signature on delivery unless otherwise stated.

Orders are not processed or dispatched on weekends or Australian public holidays.

 

DISPATCH AND DELIVERY OPTIONS

  SERVICE APPROXIMATE DELIVERY TIMES COST
STANDARD AU – ORDERS $149

MELB & SYD METRO: 2 - 3 BUSINESS DAYS

OTHER: 2 - 10 BUSINESS DAYS

FREE
STANDARD AU – ORDERS UNDER $149

MELB & SYD METRO: 2 - 3 BUSINESS DAYS

OTHER: 2 - 10 BUSINESS DAYS

$10
EXPRESS AU – ALL ORDERS

MELB & SYD METRO: 1 - 2 BUSINESS DAYS

OTHER: 1 - 5 BUSINESS DAYS

$16.50 
STANDARD NZ – ORDERS $149+

3 - 6 BUSINESS DAYS

FREE
STANDARD NZ – ORDERS UNDER $149

3 - 6 BUSINESS DAYS

$16.50
EXPRESS NZ – ALL ORDERS

2 - 3 BUSINESS DAYS

$30
INTERNATIONAL – STANDARD

6 - 10 BUSINESS DAYS

$33
INTERNATIONAL – EXPRESS

4 - 8 BUSINESS DAYS

$49.50
CLICK & COLLECT – MELB METRO

Orders will be ready for collection usually within 24 hours. Not available on weekends or Public Holidays.

No Charge 

Please note:

  • Online orders cannot be amended or cancelled unless within 1 hour of submitting your order.
  • Gift Voucher or coupon redemption do not contribute to the minimum spend for free shipping.
  • Shipping times are a guide only and subject to change. Orders are sent with Australia Post and are therefore bound by Australia Post's delivery terms and times. You can view these by visiting www.auspost.com.au.
  • Online orders are processed and dispatched from Melbourne, Victoria and as such we follow any Victorian Public Holidays.
  • Orders cannot be delivered to PO Boxes, Parcel Lockers or Locked Bags.
  • Delivery timelines are based on an estimated time of arrival from the dispatch date, not the date your order is placed. Orders are based on postal business days, which only includes Monday to Friday and excludes public holidays.

 

INTERNATIONAL SHIPPING

International orders shipped using DHL are bound by DHL's delivery terms and times. You can view these by visiting www.dhl.com/au-en/home.html          Delivery times vary by country.

International orders shipped using Australia Post International Standard Shipping will be delivered by the local postal service once in and of the destination country. Delivery times vary by country.

CUSTOM DUTIES & TAXES ARE THE RESPONSIBILITY OF THE RECIPIENT

Please note that customs and duties taxes incurred are not the responsibility of ADORN. You (the customer) are responsible for paying any taxes or duties applicable to your order. Please make sure you contact your local customs office to find out more if you have any concerns.

 

DELIVERY OF YOUR ORDER

ADORN will instruct Australia Post to deliver the order to the address advised by you at the time of purchase. You must ensure that you can take delivery of the products without undue delay and at any time reasonably specified by us. Australia Post may contact you via SMS before delivery to provide you with different delivery options, including giving ‘authority to leave’ the item at the address or have delivery re-routed to a collection point. Alternatively, Australia Post may leave a card requesting your instructions on either re-delivery or collection from the carrier or a collection point.

  

TRACKING YOUR ORDER

Once your order has been packed and has left our warehouse, you will receive an email with all of your tracking details. ADORN account holders can also access these details by logging into their 'My Account' section of the ADORN website.

Please note tracking details may be sent via SMS or email. For additional delivery status updates, please reach out to the shipping carrier indicated in your email or SMS. ADORN, due to Australia Post privacy reasons, is unable to provide tracking or status information once it leaves our warehouse.

  

ORDER HAS NOT ARRIVED WITHIN THE DELIVERY TIME

Although express services are a faster delivery option, unfortunately, we can’t guarantee timings as it depends on the destination. Occasionally, carriers experience delays and as much as we don’t like it, they are out of our control. We do not accept any liability and you agree to release us from all liability arising out of any delay in shipping and delivering an order.

If your parcel is to be delivered to a residential address and you have provided delivery instructions, kindly inspect your property surroundings (e.g., meter box, carport) for a secure location where the delivery driver may have placed your parcel. Additionally, please review your confirmation email to ensure the accuracy of the delivery address.

  

INCORRECT ADDRESS

If there is an error with your address, please contact advice@adorncosmetics.com.au (‘Change of Address’ in the subject field) within 15 minutes of placing your order and we will endeavour to amend it. Please include your full name, order number, and correct shipping address in the body of the email. However, due to the fast-processing times of our online warehouse, this cannot be guaranteed.

We do not accept any liability for incorrect addresses, however, will always try to accommodate amendments where we can. To avoid disappointment, please make sure you check your delivery address carefully before processing your order.

Orders despatched or returned with incomplete or incorrect address information will result in an additional return fee of $20 (charged by Aus Post) plus postage to resend it. Replacement orders will not be resent or replaced until the original order is returned. ADORN takes no responsibility if the original order is not returned or returned damaged.

 

INCOMPLETE ORDER

There may be rare instances when items purchased are sold out/unavailable on the same day of purchase. When this happens, the remainder of your order will still be dispatched. A member of our team will be in touch in the event any product(s) in your order are unavailable or temporarily out of stock.

Orders are subject to availability and ADORN reserves the right to cancel any order, for any reason, including due to unavailability.

 

CLICK & COLLECT

If you're in Melbourne, you can shop your Adorn favourites and pick them up from our HQ, usually within 24 hours. Simply place your order on our website, choose "Click & Collect" at checkout, and we'll notify you via SMS when it's ready.

Please note that we will make efforts to contact customers who haven't collected their orders within 7 days. When you arrive at our HQ, let our team know you're here to collect your order. ID must be presented during collection.

Pick-up times are available Monday to Friday, 7 AM - 2 PM AEST.

Parcel Collection: Adorn Cosmetics HQ, 1/3 Southpark Close, Keysborough 3173

 

ORDER CANCELLATION

Due to our quick order processing times, cancellation or modification requests must be received within 15 minutes of placing your order. Cancellations or modifications made after this time cannot be amended or cancelled, and as such are ineligible for a refund.

Cancellation requests must be emailed to advice@adorncosmetics.com.au and titled ‘Cancel Order’ in the subject field. Please include your full name and order number in the body of the email.

Once dispatched, your order is bound by the terms and conditions of Australia Post and any order tracking inquiries need to be made directly to them.

 

LOST, STOLEN OR DAMAGED PARCELS

ADORN takes no responsibility for lost, stolen, damaged or spoiled parcels due to weather conditions during delivery transit. In the rare event that an item is lost, stolen or damaged, for privacy reasons enforced through Australia Post, it is your responsibility as the customer to report and resolve the issue with Australia Post directly.

Once Australia Post has completed its investigation (this takes 14 business days) and deemed the parcel as damaged or lost on their behalf, forward this correspondence and ADORN will seek reimbursement from Australia Post for the parcel and in this instance send the customer a replacement.

In the event your parcel was delivered, yet you do not have it, you must inform your local authorities of a possible theft. ADORN takes no responsibility for stolen parcels.

 

STOCK AVAILABILITY

We will endeavour to make sure that the products listed on our website correctly show stock availability and that pricing is true and correct. In the unlikely event that an ordered item isn’t available, or we are unable to fulfil your order, we will notify you within 24 hours to arrange a backorder or a full refund for that product.

 

RETURNS POLICY

We hope that you will be delighted with your ADORN purchase. We are dedicated to offering ethical beauty products and outstanding 5-star customer service. Our ongoing commitment to researching and developing quality products, crafted from the finest natural ingredients, allows us to provide a product guarantee based on trust and goodwill. In line with this ethos, here's our returns conditions policy:

  1.  ADORN offers a comprehensive range of sample products so that customers can try ADORN product(s) before committing to the purchase of a full-size product/s. Returns will not be accepted for incorrect colour or product choices or change of mind.
  2. Please email advice@adorncosmetics.com.au with details of faulty products, including proof of purchase. Our Customer Service team will promptly provide instructions on returning the item. Approved returns must be received within 30 days of notifying ADORN and must be unused. For hygiene reasons, returns are only accepted for faulty products.
  3. Refill and Sample products cannot be returned.
  4. ADORN is not liable for products that have spoiled due to customers not adhering to the recommended hygiene and cleaning practices outlined in the 'How to Use' section on each respective product page on this website.
  5. ADORN does not accept returns for products that have been more than half used under any circumstances.
  6. Products purchased from an ADORN Stockist are governed by the respective Stockist's terms and conditions. Customers are responsible for understanding and complying with the specific return policy of the Stockist where the ADORN purchase occurred, as these terms may vary. It is also the customer's obligation to communicate any concerns or issues related to the purchased ADORN product directly to the relevant Stockist.
  7. Refunds from ADORN, initiated due to payment issues, are processed by reversing the original transaction. Upon refund processing, you will receive an email notification confirming the action. It's important to note that this notification does not signify the immediate return of funds to your original payment account but rather indicates that the refund has been issued. The time for receiving the funds depends on the payment method used and the processing speed of the respective service. We support various payment methods; refer to the details below based on your chosen payment method for further information:
    1. PayPal: After processing a PayPal refund from ADORN, it should reflect immediately in your PayPal account. For the latest information on PayPal and its refund process, please refer to the PayPal Help Centre.
    2. Afterpay: Once an Afterpay refund is processed by ADORN, it may take up to 5 days to appear in your Afterpay account. Stay informed by visiting the Afterpay Help Centre for the most up-to-date details on Afterpay and its refund procedures.
    3. Credit/Debit Card: Refunds to Credit or Debit cards are subject to the transfer times of the respective banks. Typically, funds become available within 5 business days after processing, but this duration may extend up to a month based on bank processing times. For AMEX payments, if you encounter difficulties locating the refund, ensure to check against the original payment date.
    4. Zip Pay: Upon issuing a Zip Pay refund, you will receive an email notification. Normally, it takes up to 5 days for a Zip Pay refund from ADORN to appear in your Zip Pay account. Stay informed about Zip Pay and its refund processes by referring to the Zip Pay Help Centre for the latest information.
    5. Shop Pay: Your refund will be issued back to your original payment method (the card used when placing your order using Shop Pay Instalments) within 3–10 business days of your refund being issued, and your balance will be updated.