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FAQ

Shopping

What forms of payment are accepted?
- The Cosmetic Factory accepts PayPal, Google Pay and all debit/credit cards.

Can I change my order?
- Once you've placed your order, it joins a queue for immediate processing. We are unable to make any changes or additions to orders.

I haven't received my order.
- The Cosmetic Factory ships by Australia Post.

Standard delivery with Australia Post takes 5-7 business days to arrive, and up to 10 business days to Western Australia.


Unfortunately, we are unable to begin looking for your parcel until this time-frame is over.


Australia Post leaves calling cards, but these calling cards can occasionally be misplaced or lost. We suggest calling your local post office to see if there is a delivery waiting for you.


After the 7-10 business days have passed, please get in touch and we will do our best to get your order to you.


Shipping & Returns

How much is shipping?
- Shipping is calculated once you sign in and include your post code in the order.
Orders above $60 are shipped free within Australia!


 Do you ship internationally?
- We can ship anywhere in the world, but some products cannot be shipped to certain countries due to restrictions and regulations.

Can I return or exchange my purchase?
- As an Australian consumer, you are entitled to a replacement or refund if the product is faulty, defective or otherwise significantly different from the product description. This policy does not apply to change-of-mind returns, or for reasons that the product does not suit your skin type, hair type or similar.
To receive a refund of the cost of the defective item or replace it with a new item, please contact us within 7 business days of receiving the item with your order number and details of the fault.
Check our Returns Policy for more details.


Product Questions

How do I find the products I want?
- Our Search function is designed for you to be able to easily search by product type (eg: shampoo, day cream, cleanser, toner, etc.) or by key ingredients (eg: Vitamin C, Retinol, etc).
Don't forget to check our New Releases to see what we've just got in!


How do I know if the product will work for me?
- Skincare and haircare are very individual, and even people with the same skin or hair type will have different needs.
The Cosmetic Factory team is happy to answer any questions you might have prior or after purchasing.


Are The Cosmetic Factory products cruelty-free?
- YES!
The Cosmetic Factory does not test anything on animals.


Do you have any vegan products?
-YES!
Most of our formulations are 100% vegan, but we do use a few animal-derived ingredients like Beeswax and honey.
Full ingredients lists are available with each product listing.


Are your products organic?
-The Cosmetic Factory uses a lot of natural and organic ingredients in the formulations.
Full ingredients lists are available with each product listing.


I want to buy a gift but I know nothing about skincare. What should I get?
-That's a tough one! If you can't ask your loved one for a wishlist, we suggest putting together a skincare set with a Cleanser, Toner, Moisturiser and Serum. You can find these categories by clicking Shop by Category.

I want to buy haircare as a gift but I don't know what to choose. Can you help?
-If you want your haircare gift to be a surprise, try to take a peek in your loved one's bathroom and see what hair type their shampoo is for.
You'll usually see something like 'dry', 'oily', 'curly' or 'coloured hair' on the label. Take a look under the Haircare category for the same hair type. If you can't work it out, get in touch with The Cosmetic Factory team and we'll do our best to help you out!


The Cosmetic Factory Process

How do you make so many products so quickly?
- Unlike other cosmetics brands, we manufacture first and sell second. This means that we have a well-oiled machine when it comes to making cosmetics, from formulation to testing to packaging.

 How do you maintain quality standards?
- Each and every The Cosmetic Factory product goes through stringent testing before it is released to the public. Like all trustworthy brands sold in Australia, everything at The Cosmetic Factory is done in strict compliance with government and industry regulations to the highest of standards.