Help & Customer Service
Welcome to our Help section. Here, you'll find the answers to many common questions about shopping from us. Just choose one of the topics below:
- Browse through the products- just take a look at the brand and product menus at the top of your screen.
- When you see something you like, just click on the "Buy" button. This puts the product in your Shopping Bag – and you can keep an eye on how much your total cost is on the upper right hand side of the screen.
- You can put as many products as you like in your Shopping Bag; then, when you're finished, just click on "Checkout",
- Just fill in the required information as you are prompted, and in no time you'll be the happy recipient of some gorgeous products!
- Make sure your browser is set to accept cookies before you can add items to your shopping cart. Just check in the "Help" index of your browser to find out more about cookies, and how to accept them- easy!
I'm a bit nervous about giving my credit card details online, is there any other way I can place my credit card order?
Firstly, there's nothing to worry about - we use military strength payment encryption to send your payment details directly to Westpac, and we don't see or store your details. Read more about our high strength security
We also accept other methods of payment, including direct deposit and PayPal.
Alternatively you can place your order online but choose "Credit Card Via Phone/Fax/Mail" as your payment option (at the very end of the checkout process). We'll then provide you with the details to call through with your payment.
What payment methods are accepted?
You can choose any of the following payment methods at the checkout when completing your order:
- Credit card (Mastercard, VISA, American Express) - pay online via our secure server, or phone/fax your card details
- Direct deposit to our bank account
- Cheque/money order
How to pay by credit card
Paying online is quick, easy and secure - just choose the "pay online" option at the checkout, then follow the step by step instructions. (It's completely safe - read more about our security measures.)
Alternatively you can phone or fax your card details through:
Australia wide: 03 9380 8521
Outside Australia: +61 3 9380 8521
Fax: 03 8612 3688 / +613 8612 3688
The charge will appear on your statement as "ADORE BEAUTY". Please note that our secure real-time credit card processing facilities will charge your card at the time the order is placed.
How to pay by direct deposit
Payment must be received by us within 3 working days of the order date, otherwise the order will be cancelled. To make a direct deposit using an Australian bank account, you can use the third-party-transfer facility in your online banking to send money to our account. Alternatively, visit a Westpac branch and fill out a deposit slip with the details below to make a deposit over the counter.
Our account details are as follows:
Account name: Adore Beauty
Branch: Lygon St, Carlton
BSB number: 033-178
Account number: 278123
Please reference your payment with your order number so that we can identify it as yours. If paying at a Westpac branch, use the last 7 digits of your order number as the payment reference.
Note that direct deposits can take up to 3 working days to clear into our account.
How to pay by cheque/money order
Payment must be received by us within 10 working days of the order date, otherwise the order will be cancelled. Simply make your payment out to Adore Beauty, and send it with your name, address and order number to:
461 Victoria St
Brunswick West, VIC 3055
We cannot take responsibility for payments that do not reach us, therefore we suggest you use Registered Post or some other insured form of postage. Cheques will take 7 days to clear before we can dispatch your order. Cheques and money orders MUST be denominated in Australian dollars - if your bank account is in a different currency, you will need to see your bank to arrange an international money order or bank cheque.
How to pay by PayPal
Simply select “Check out with Paypal” when you get to the checkout. You’ll be prompted to log in to Paypal to complete your order.
If you have funded your Paypal payment with a credit card or Paypal balance, the payment will come through to us instantly. If however you pay using your bank account, it will take around 5-7 days for the payment to clear before we can ship your order.
Shopping using your credit card with us is completely safe. As soon as you enter the checkout process, any information you submit is encrypted and sent through our secure server.
Once you confirm your order, your payment is processed using eWay's 128-bit SSL secure payments gateway, using military-strength encryption to encode your information as it travels over the Internet. Your payment is processed in real time - similar to EFTPOS, where the transfer of funds takes place immediately - and you are immediately notified as to whether or not the payment has been successfully processed.
In fact, shopping with us is even safer than, say, giving your credit card to a waiter in a restaurant, because nobody ever sees your card number. We do not store or record your credit card information. When you enter the card details, they are encrypted and sent through the banking network immediately. If the transaction is successful, we receive notification of your order, minus the card number.
Put it this way: we would happily use our own credit cards on this site, and would recommend it to our own families.
All transactions are settled in Australian Dollars ($AUD). Prices displayed on the site are inclusive of GST, which we have to charge on all orders to be shipped within Australia. For orders that are to be shipped outside of Australia, the GST component will be removed at the checkout.
If you are ordering from outside Australia, and your bank account is held in a different currency, you can still order by credit card - your currency will automatically be converted to Australian dollars when you complete the transaction. The conversion rate varies from day to day with the current exchange rate. Many banks also charge a small currency conversion fee, usually around 1% of the transaction value - contact your bank or credit provider for details.
In some areas of the site, prices will be shown with an estimate of the price in your home currency next to the Australian dollar amount. These converted prices are for information purposes only, to help you get an idea of the approximate cost of a product, and they may not be the exact amounts that will appear on your credit card statement. The final charge to your card is made in Australian dollars and the ultimate conversion rate is determined by your bank or credit provider. Therefore we are not able to take responsibility if the final amount charged to your card differs slightly from the estimated conversions we provide.
What happens if I don't like the products I ordered?
No problem. Just send your products back in resaleable condition (unopened and unused) within 30 days of the order date, and we will be happy to provide you with an exchange or store credit (postage not included). Returned items must be received by us in the same condition as you received them, so please pack up any returned items carefully to ensure that they arrive safely.
Returns will not be accepted without a returns form - see below for how to request one. No returns on sale items except as required by law.
We strongly suggest that you find out your skin type before selecting any skincare products, as this will make it much easier for you to be able to select products that will suit you. If you'd like us to recommend the products that will be best suited to your skin, please contact us.
What about if the product breaks, is faulty, or is not what I ordered?
In this case, we're happy to provide a refund, replacement, exchange or store credit, including all postage costs. Please contact us within 7 days of receiving your order, so that we can make the necessary arrangements.
In some cases we can also accept returns of beauty products where you have experienced irritation or allergic reaction. If this occurs, please contact us and ask to speak with one of our trained skin consultants, so that we can determine the nature of the problem. Allergy returns must not be more than 20% used. For returns of this type, we will need to pass your name and contact details on to the relevant manufacturer, so that they can contact you regarding quality control if necessary.
How to return products
First of all, please contact us to obtain a returns form, which you'll need to print and fill out and send back with your products. Returns will not be accepted without a returns form.
You'll then need to send the products plus the completed returns form to us:
461 Victoria St
Brunswick West, VIC 3055
Please note that your return must be sent back within 30 days of the order date.