Shipping & Handling

At Adorn Cosmetics, we believe in transparency with our valued customers. Please note the following definitions for clarity:

• Shipping encompasses the actual delivery of the product to you, including carrier fees, postage, and transportation costs.

• Handling includes the labour and materials involved in picking, packing, and preparing your order for dispatch, such as packaging supplies, staff time, and logistics.

We endeavour to dispatch all orders within 1–2 business days. During peak and promotional periods, please allow an additional 2–4 business days for dispatch.

Free shipping is available within Australia and New Zealand on orders over AUD $139. Standard shipping costs apply for orders under $139.

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.

Envelope shipping does not include tracking.

Dispatch and Delivery Options*

Please note:

• Orders can only be amended or cancelled within 15 minutes of submission.
• Gift vouchers or coupon redemptions do not contribute to the free shipping threshold.
• Shipping times are a guide only. See Australia Post for current delivery estimates.
• Orders are processed from Melbourne, Victoria and follow Victorian public holidays.
• We do not ship to PO Boxes, Parcel Lockers or Locked Bags.
• Delivery estimates are calculated from dispatch, not order placement date.
• Envelope shipping does not include tracking.

International Shipping

Orders shipped using Australia Post International Standard will be handed over to your local postal service. Delivery times vary by country.

Customs and Import Responsibility

It is the customer’s responsibility to ensure customs compliance in their country. We are not liable for delays, refusals, or additional charges at customs. Please check with your local authority before purchasing.

Delivery of Your Order

Orders are dispatched to the shipping address provided. Signature is required unless Safe Drop is authorised. To request Safe Drop, email advice@adorncosmetics.com.au within 15 minutes of placing your order.

Shipping Policy – Authority to Leave (ATL)

• Delivery Responsibility: ATL parcels are considered received upon delivery and do not require a signature.
• Liability Waiver: We are not liable for lost, stolen or damaged parcels once marked delivered. Claims must be made with the courier.
• No Compensation: Refunds or replacements are not provided for ATL deliveries marked as delivered.
• Delivery Notifications: Tracking and delivery confirmation will be sent via email or SMS.

Tracking Your Order

Once dispatched, you’ll receive tracking via email or SMS. You can also view it in your Adorn account. For updates, contact the courier listed in your tracking details.

Order Delays

Delivery timelines are estimates and not guaranteed. Delays may occur due to carrier issues or destination. We do not accept liability for such delays.

If delivery instructions were left, check common safe areas (e.g. meter box). Confirm your shipping details in your order confirmation.

Incorrect Address

Contact advice@adorncosmetics.com.au (subject: 'Change of Address') within 15 minutes of ordering. Include your name, order number and correct address. Changes are not guaranteed once processed.

We are not liable for incorrect addresses. Orders returned due to incorrect address incur redelivery costs. Replacements won’t be sent until the original is returned in good condition.

Incomplete Orders

In rare cases, an item may sell out after purchase. If so, the remainder of your order will ship and we’ll contact you about the unavailable item.

Click & Collect

Pick up your Adorn order from our HQ in Keysborough, VIC. Choose “Click & Collect” at checkout. Collection ready in 1–2 business days. Bring ID. Uncollected orders will be followed up after 7 days.

Pickup Times: Mon–Thu, 7am–2pm AEST
Address: 1/3 Southpark Close, Keysborough VIC 3173

Order Cancellation

To cancel your order, email advice@adorncosmetics.com.au (subject: ‘Cancel Order’) within 15 minutes of ordering. Include your full name and order number. Orders cannot be cancelled after dispatch.

Lost, Stolen or Damaged Parcels

We are not responsible for parcels lost, stolen or damaged in transit. Claims must be raised with Australia Post. Once their 14-day investigation is complete and liability accepted, we’ll replace the order.

Stock Availability

We do our best to reflect real-time stock. If your item becomes unavailable, we’ll contact you within 24 hours to arrange a backorder or refund.

Returns Policy

• Try our sample range before purchasing full-size items. We do not accept returns or exchanges for used items selected in an incorrect shade or product type.
• If you receive a faulty item, please email advice@adorncosmetics.com.au with your proof of purchase and details of the product issue. Faulty products must be reported within 30 days of receipt and must be returned with less than half the product used. Please note, we may request a photo or video to assess the fault, as this assists us in reviewing and improving our products for our valued customers.
• Samples and refills are not returnable.
• No responsibility for products spoiled due to incorrect usage or hygiene.
  
• Returns via stockists must comply with their policy. Concerns must be raised directly with the stockist.
• Refunds are processed by reversing the original transaction. Timing depends on payment provider:
  • PayPal: Immediate to your PayPal account.
  • Afterpay: Up to 5 business days.
  • Credit/Debit Card: Typically 5 business days, up to 30 for AMEX.
  • Zip Pay: Up to 5 business days.
  • Shop Pay: 3–10 business days.