1. Project History

Adore Beauty launched online 16 years ago in 2000.  The strategic vision of Adore Beauty is to create an empowered beauty consumer, through superior brand selection, tools and service to help with product choice, and opportunities for trial.

Target audience:

  • 88% female, age 25-45

  • Busy women seeking convenience

  • “Beauty junkies” who like to discover new products

2.   Customer Service Differentiators 

  • Multiple shipping options including free standard delivery (eParcel), Express next day delivery nationally, Same Day delivery in Melbourne, Click and Collect in Melbourne

  • Multiple payment options:  credit card (can be saved for registered members), Paypal, bank deposit, Afterpay, Alipay

  • Comprehensive customer service available 7 days a week until 9pm:

    • Live chat

    • Email

    • Phone

    • Social media

  • Opportunities to try before you buy:  

    • 2 free samples with every order, plus a Tim Tam  for that extra surprise and delight

    • Weekly deluxe size sample for a featured product, available on orders over $79

    • Regular gift with purchase opportunities featuring trial sized products

  • 30 day returns policy, fully tracked using ParcelPoint network for customer ease of use

  • Complimentary personalised skin/hair/makeup consultations available from our team of beauty experts

  • Online experience is personalised for every user with learning recommendations based on purchase/browse behaviour

  • Easy to use across any device; adaptive layout for mobile

  • World-first proprietary foundation matching tool to assist shade selection for foundations

  • Beauty IQ blog/knowledge base, designed to assist product choice (e.g. “what’s the best hair straightener for your hair?”) and to educate on product use and application (“the foolproof way to apply false lashes”)

  • Onboarding assistance for customers:

    • Non purchasers receive a customised series of emails with product recommendations and guidance, and are also offered a one on one consultation with a beauty expert

    • First time purchasers are invited to review their experience, and receive information on our services and additional value

  • Regular loyalty rewards for ongoing customers

Delivery, Returns and Other Relevant Customer Service Policies

  • Delivery: We offer free shipping for every order, along with other options, including same day delivery in Melbourne, pickup from our warehouse, and international shipping. Orders placed before 1pm are dispatched the same afternoon. If a product is out of stock, we will display this information prior to the checkout, and provide an estimated dispatch date.  We split orders free of charge where necessary to ensure that the available items are not held up by an out of stock item.  If Australia Post Standard Post (free) or Express Delivery is selected, customers receive alerts when their tracking information updates. Customers can now also request a safe drop, or redirect their parcel after dispatch for their convenience.  If an item arrives faulty, or damaged in transit, this is replaced via Express Delivery right away.  

  • Returns: Customers can return their items unopened and unused within 30 days of the order date in return for a refund, store credit or exchange at their request. We use Parcel Point for our returns, to enable our customers to experience a more convenient returns experience.  Returns via Parcel Point are fully trackable.  

  • Payment: We offer a number of payment options for convenience, including credit card Paypal and Afterpay.  Payments are secure and access to payment information is extremely limited to ensure this.

  • Promotions: Every order includes a Time Tam, and those over $50 automatically receive 2 free samples. We offer a number of promotions each week, and customers are able to redeem multiple promotions per order.