Frequently Asked Questions
If you can't find an answer to your question here, please email us at support@cosmeticcapital.com.au and our customer service team will help you straight away.
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At Cosmetic Capital we are proud to offer genuine branded cosmetics. In Australia it is illegal to sell counterfeit or fake items. We would never engage in this practice. We guarantee that all our products are authentic and genuine. Please refer to our Google Verified Customer Reviews for genuine customer feedback if you have any uncertainties (we are proud to have a 98% positive feedback rating!)
At Cosmetic Capital, we use our unique relationships with cosmetic manufacturers, local distributors, overseas partners, clearance houses, and retail stores, to source the best deals on cosmetics that are available. We literally search the globe for the best deals around. We have forged these relationships over many years. We don’t like to boast, but we are the experts in finding great deals.
Some of the products we run are ‘discontinued’ cosmetics from the largest companies like L’Oreal (who own the brands L’Oreal, Maybelline, Garnier, Essie), Revlon and Coty (who own the brands Max Factor and CoverGirl).
Discontinued products occur when a brand decides it no longer wishes to manufacture a certain product into the future. The brand then deems the product as ‘discontinued’.
These products are not expired, are perfect to use, and have often been the best-selling, trusted favourite item to thousands of people for many, many years.
However, as these products are no longer being manufactured, once we sell out of our supply, we will never be able to get them again. If you notice that your favourite lipstick or foundation no longer appears in stores, and we have it on sale at Cosmetic Capital, don’t delay, stock up right now because it may be gone forever very shortly!
RRP is the acronym for Recommended Retail Price. When a brand provides their product to a retailer, they provide the suggested price to sell this item at. Cosmetic Capital will list an items RRP, this has been provided by the brand owner and has been sold in other retail stores at this price.
If in the rare instance you have suffered an allergic reaction to a product, please discontinue use of the product immediately, take a photo of the reaction, and email our customer service team at support@cosmeticcapital.com.au who will then assist you with organising a return for this item.
Return postage will be at the customers expense.
Returns for allergic reactions will be resolved in the form of a store credit.
Please note that any product that has been used for an extended period of time, or has had more than 20% of product used, will not be eligible for a return.
While Cosmetic Capital provides a transparent RRP for reference for our customers, we often opt to sell items well below their RRP at our own discretion. Please note that our selling price is not that item's RRP, it is the arbitrary price we offer to our customers in our aim to provide amazing value on the items we sell. When we refer to an RRP, this represents what the brand recommends selling the item for, as well as what the item has been sold for by traditional retailers including Pharmacies and Supermarkets.
RRPs are provided by brands as their recommended suggestion. However it is at the discretion of the retailer what price they wish to sell an item for. Some retailers may choose to sell well below the RRP, at a cost to themselves.
After completing your shopping, proceed to Checkout and fill in your billing and shipping details.
After filling in your details, click the blue button ‘+Redeem Voucher’ in Section 3. Payment Details.
Discount coupons can be redeemed on the cart page or at checkout.
On the cart page, scroll to the bottom and you will see a tab titled ‘Discount Code’. Here you can now enter your preferred discount coupon. Should you have two coupon codes, please note that only one can ever be used at any one time. This doesn't apply to free gifts, which are automatically added to orders that qualify regardless of discount codes.
Occasionally at Cosmetic Capital there will be promotions where a discount code is automatically applied to your order. For example, a free shipping voucher when you spend a certain amount. Under our Terms and Conditions, only one voucher can be used at a time. If you would prefer to redeem a different discount, just go into your Cart and remove the automatic voucher by pressing the cross, and then type in the preferred discount code you want to use.
An E-Voucher is a virtual gift voucher. You can purchase this as you would a normal product, by adding to cart.
When you checkout, you will be prompted to fill in the Recipient Name for the E-Voucher, a message you may want to add to the E-Voucher, and the recipient’s email address. You will also have the option to select when the E-Voucher should be sent to the recipient.
The E-Voucher will be automatically sent immediately, or on the date you have selected, to the recipient’s email address.
At Cosmetic Capital we love providing great discounts and savings across all products in our store. Unfortunately under our Terms and Conditions we can’t allow more than 1 (one) coupon offer to be redeemed at any one time. Please select your preferred coupon at checkout.
Under our Terms and Conditions, Cosmetic Capital coupons can only be redeemed on regular priced items. We also don’t allow the purchase of gift vouchers with coupon codes. Our sale priced items are already heavily discounted; therefore unfortunately we can’t allow a further discount to be applied to these items. Don’t worry, the savings on a sale priced item are already far greater than any available coupon!
Cosmetic Capital is dedicated to ensuring your order arrives safely and quickly. As a result, all deliveries require a signature.
If you would like your order to be left in a safe place and it has been sent from Australia Post, you can activate Safe Drop. You can do this in two ways:
Option 1: Set Safe Drop as your delivery preference
When you set Safe Drop as your delivery preference, Australia Post will apply it to any eligible signature parcels sent to you in the future. After you've set your preferences you can still change them at any time, or cancel Safe Drop for individual parcels.
Steps:
1. Log in to your Australia Post account.
3. Beside 'Request safe drop for eligible signature parcels' click Change.
4. Follow the steps to change your delivery preferences.
To see if Australia Post will apply Safe Drop for a parcel that's on its way, just check the item details in your track list. Whenever possible Australia Post will notify you in advance if a parcel is ineligible.
Option 2: Safe Drop from your track list
Go to Deliveries > Track. If the Safe Drop option is showing for your delivery, simply follow the steps.
Keep in mind that some addresses aren't suitable for Safe Drop (e.g. PO Boxes, certain apartment buildings). Australia Post won't Safe Drop your delivery if the location is unsuitable or not protected from the weather.
Please note: Cosmetic Capital is no longer responsible for the delivery once Safe Drop has been activated.
At Cosmetic Capital we offer free freight for orders over $75 Australia wide. For any order under $75, we charge a flat rate shipping fee of $8.95. Never pay more for shipping no matter how rural your address is, or how many items you add to your shopping bag.
Cosmetic Capital also offers Express Shipping, which costs $6.95 for orders over $75 of product value, and $10.95 for orders under $75 of product value.
Express Shipping is not available for very heavy orders. If you are unsure if your order will qualify for Express Shipping, please email us at support@cosmeticcapital.com.au and we will be able to assist.
Please note that our shipping rates are subject to change, please check our Terms and Conditions periodically for our updated policy.
From time to time, Cosmetic Capital will offer shipping discount promotions. These promotions offer half price freight or completely free freight for orders over a specified minimum amount.
Shipping discount promotions are limited time offers, and all promotions will stipulate an expiry date.
Shipping discount promotions are set up to automatically apply to your order once you pass the minimum spend requirement.
Unfortunately shipping discounts cannot be redeemed with other coupon discounts. If you have a preferred coupon code that you would rather use, please feel free to remove the shipping discount, and then enter your preferred code.
Cosmetic Capital offers Express Shipping as an added option when checking out.
Express Shipping orders before 12pm will be dispatched that same day; for orders after 12pm, they will be dispatched the following day.
Orders placed after 12pm on Friday or during the weekend will be dispatched on Monday, or the next business day when there are public holidays.
Express shipping costs $6.95 for orders over $75 of product value, and $10.95 for orders under $75 of product value.
Express Shipping is not available for very heavy orders. If you are unsure if your order will qualify for Express Shipping, please email us at support@cosmeticcapital.com.au and we will be able to assist.
Please note that express shipping times are:
NSW: 1-2 business days (regularly delivered in 1 business day but this can vary depending on weather and season)
Victoria, QLD: 2-4 business days
South Australia: 2-5 business days
Western Australia: 3-5 business days
Northern Territory and Tasmania: 4-5 business days
*Very remote areas: Please allow 7 business days
Cosmetic Capital offers shipping to New Zealand. This service is carried out by various couriers.
Please note the following terms apply to International Orders:
- New Zealand Shipping is FREE for orders over $100 (product value only).
- New Zealand Shipping is $12.95 for orders under $100 (product value only).
- Orders are dispatched within 72 hours (excluding weekends and public holidays).
- New Zealand Shipping to New Zealand takes up to 14 business days (excluding weekends and public holidays) from dispatch.
- Signature On Delivery is required, which guarantees the safety of your order.
- Unfortunately Dangerous Goods (DG) items cannot be purchased for international orders
- Unfortunately we don't ship to PO Boxes in New Zealand.
If you are looking for deliveries to other countries, please email our customer service team.
Yes, we do ship to PO boxes in Australia, but not in New Zealand.
At Cosmetic Capital we offer free shipping for orders with a product value over $75. Free shipping orders are sent with standard freight, not Express Shipping.
Please allow 2-5 business days for your order to arrive. Please note business days do not include weekends, or public holidays.
If you live in Western Australia, Northern Territory, or country areas in South Australia or Queensland, please allow an extra few days for delivery.
Shipping times can vary during busy times of the year. On NSW Public Holidays, our warehouse is closed and our courier services do not pick up, so regular delivery times will be slightly delayed.
During the Christmas period (December), please read our Shipping Policy to ensure that your state is within the guaranteed delivery times for receiving your order before Christmas. Standard and Express Shipping dates for the Christmas period can be seen here.
If you have not received your order in the expected time frame, please contact our help team at support@cosmeticcapital.com.au and one of our support agents will be able to assist in resolving the issue.
Please note: Delivery is controlled by external courier services. Although we endeavour that all orders will arrive in the listed time frames, there are rare instances where the freight service may be delayed. This is outside of the control of Cosmetic Capital, and under our Terms and Conditions we cannot be held liable in these rare instances.
Cosmetic Capital uses Australia Post to deliver our orders. For further enquiries please email our help team at support@cosmeticcapital.com.au.
Cosmetic Capital ships to most postcodes throughout Australia. However, we are unable to ship to some postcodes that are not serviced by our shipping company. This includes certain island postcodes. If you are unsure if your postcode is excluded by our shipping company, please email support@cosmeticcapital.com.au to find out.
Unfortunately we can't add more products to your order once it has been completed. However, if you realise you'd like to add another product, please email us immediately at support@cosmeticcapital.com.au.
We will place your order on hold until you place a second order with the remaining products, and we can then ship them together for you. We can also refund you the extra shipping cost in this situation.
At Cosmetic Capital we strive to dispatch all orders within 1-2 business days from invoice. Once your order has been dispatched, you will receive an email notification confirming this.
Please allow 12 hours to receive a tracking email from our preferred courier company. This will be sent to your email address that was used to place the order.
Should you not receive a tracking email, or just want to double check anything using your tracking number, please follow the easy steps below to find your tracking number:
1) At the top of the Cosmetic Capital Home Page, please click to log in to your customer account.
Account credit can be applied to your account should there be an issue with an order, a product, or a payment that was made incorrectly.
Account credit can be used at any time on your future purchases. Please note our Terms and Conditions for further queries related to account credit.
To use your credit, please scroll down at the checkout page to where you can see the ‘Balance Due’.
If your order doesn’t arrive in the stipulated time period listed in our Shipping Information page, please contact us immediately to investigate.
Please note that you have 30 days from date of invoice to let us know about a missing order. After 30 days our freight companies don't allow any investigation into a missing order. Therefore we can no longer follow this up on your behalf, and as such Cosmetic Capital can take no further responsibility past this point in time.
Unfortunately sometimes mistakes can be made in the process of getting you your order. Although we pride ourselves on our thousands of 5-star customer reviews, on the rare instance we do understand that items can be missed, or damaged in transit, or sometimes an incorrect item can be sent.
Please note that if you have an issue with your order, we will need you to contact us about the issue within the first 7 days of receiving your order. This is from the time that the courier company states that they delivered the parcel to you.
Any complaints issued outside of this 7 day window will unfortunately not be able to be attended to, due to the difficulty in following up the issue at hand at such an extended time after receipt of your order. For all enquires please ensure to email support@cosmeticcapital.com.au with your order number and a photo of your issue.
Please feel free to read further on this in our Terms and Conditions under Section 5.
Colour swatches are often graphic representations of what an item will likely look like when used. These are provided by the brand owners of that item. Please note that graphic swatches are representations, but are not ever 100% exactly the same as what the actual product will look like when used.
If you are unsure about an item, and would like to see an actual swatch image rather than a graphic, please email our support team at support@cosmeticcapital.com.au and we will do our best to assist.
If, for some reason, your credit card cannot be processed for payment, we suggest you clear your internet browser and then load our website from a compatible browser such as Google Chrome.
If it is still not working, we suggest you checkout via PayPal which is a free payment platform for you to utlilise.
Should you still encounter problems, please contact our customer service team at support@cosmeticcapital.com.au.
At Cosmetic Capital we understand that (unfortunately) freight companies are often less than careful with orders being sent out. We therefore strive to pack all orders in cardboard boxes, with bubble wrap where necessary to avoid damages.
We do understand that damages still sometimes occur. Should you receive a damaged item, please follow the quick steps below and a customer service representative will be in touch as soon as possible to resolve your issue:
1) Take a photo of the damage/d items
2) Email support@cosmeticcapital.com.au and include your Order ID Number, and the photo of the damaged item.
*Please note, customer service will need a photo of the damaged item to resolve your issue, so please make sure this is available.
You can also log a dispute via the Resolution Centre on the Cosmetic Capital website. To do this:
1) Log in to your Cosmetic Capital Account
2) Under Services (bottom of the Homepage) click the ‘Resolution Centre’, which can also be found at this link
https://www.cosmeticcapital.com.au/_myacct/warranty
3) Please follow the prompts, including identifying the issue you currently have, selecting the order number the issue relates to, selecting the product that is damaged, and writing a brief description of the issue.
4) Once completed, a customer service rep will be in touch shortly. Please have a photo ready as they will need this to resolve the dispute.
If you believe you have been sent an incorrect item, or that an item was missed from your order – please open a dispute in the resolution centre in your account or please send us an email at support@cosmeticcapital.com.au
Missing/incorrect items will be resolved through the offer of a refund or store credit to the value of that item.
Please note – we will often require a photo of the incorrect items received, in order to clearly identify the mistake from our end.
If Australia Post delivers your order, and you are not home, a card will be left to let you know to pick your order up from the nearest Australia Post Post-Office.
If you do not pick up your package in two weeks, the order will be sent back to Cosmetic Capital. This return is charged to Cosmetic Capital. Should you wish to have your order re-delivered, you will need to pay a new shipping fee. Please email us at support@cosmeticcapital.com.au for more information, or read more in our Terms and Conditions.
We all make mistakes, and from time to time you may accidentally order an incorrect item, or the wrong shade of a product. Don’t worry, there are two options available to you.
To begin with, please email us immediately at support@cosmeticcapital.com.au stating your order number and the incorrect item you have purchased.
1) Before dispatch
If you have made an error and we have NOT dispatched your order, we can refund you for the incorrect item and remove it from your order.
2) After dispatch
If your order has been dispatched, please feel free to return the incorrect item back to us for a refund for the product. You will need to pay for the shipping back in this instance.
Before sending any return back, please contact support@cosmeticcapital.com.au to note with our customer service team you are initiating a return. A customer service representative will then provide you with an address for the return. All returns will need to be sent via tracked post, and a tracking number provided. If this doesn’t happen, Cosmetic Capital cannot be held responsible for a missing item. Please read more in our Terms and Conditions on returns procedures.
Please note: Products need to be returned in a new and resaleable condition for a refund to be processed.
Please note: If you have left products out of your order, we will be unable to assist you. However, you can order those products seperately straight afterwards, and then if you email us immediately at support@cosmeticcapital.com.au stating your order numbers we can ship your orders together and refund one shipping fee.
If you have entered an incorrect address, your order may get lost in transit. If this occurs, Cosmetic Capital holds no responsibility for this, and unfortunately there is nothing we can do to assist per our Terms and Conditions.
In some instances, your order will be returned to Cosmetic Capital. This return cost is charged to Cosmetic Capital by our courier services. Cosmetic Capital will only resend your order after receiving another shipping payment. Should you not wish to pay another shipping fee, Cosmetic Capital will refund your order minus a $10 compensation fee for the costs incurred due to the return. Please read more in our Terms and Conditions for further details.
Cosmetic Capital is proud to offer Afterpay and zipPay as a payment option at checkout. There are instances where a customer will go to checkout with Afterpay or zipPay, and the Afterpay or zipPay system will decline to process your order. This is due to the algorithm used by Afterpay and zipPay, and has nothing to do with Cosmetic Capital. Should you wish to understand more about why you have been declined, please contact Afterpay or zipPay.
There are instances when you are declined by Afterpay or zipPay that you will be taken back to the checkout page on Cosmetic Capital. Occasionally, Cosmetic Capital receives enquiries that state a customer has had their credit card charged, rather than checking out via Afterpay or zipPay.
Please note that Cosmetic Capital cannot charge your credit card unless you enter in your credit card information on the checkout page, and confirm the checkout.
If you have meant to checkout with Afterpay or zipPay, but have mistakenly ended up checking out by credit card and do not wish to continue with your order, please contact customer service immediately to cancel your order at support@cosmeticcapital.com.au.
Unfortunately once your order has been dispatched, a refund can only be provided should the order be returned at the cost of the customer.
Cosmetic Capital provides Free Gift With Purchase promotions with set terms and conditions. Free Gifts are automatically added to cart when you spend over the threshold to qualify for the Free Gift. If you are under this threshold, no Free Gift will appear in your order.
In the event that you have spent over the threshold but no Free Gift has been added to your order, or you have removed the Free Gift by accident, please email support@cosmeticcapital.com.au for assistance to resolve this issue immediately. Your Free Gift will be added manually and sent with the rest of your order.
If your order has been dispatched before you contact Support, we will instead apply a $5 store credit to your Cosmetic Capital account.
Please note: The Free Gift threshold does not include shipping costs.
If you are wishing to return any item from an order that has qualified for a Gift With Purchase (GWP), you are required to return these GWP items in an unopened, saleable condition. No refund or credit will be processed without these items being received in the return. If the GWP items cannot be retuned, a $15 fee will be taken off the refund amount for the returned items
Yes. If you change your mind and return your entire order or a specific item there will be a small charge of $10 deducted from any refund as a re-stocking fee. Please note all return postage will need to be paid for by the customer.
Sometimes a shade will not meet your expectations.
To avoid this, we always suggest looking closely at the provided images, reading online reviews, and if you are still unsure send our customer service team an email, we are always happy to assist!
If your item arrives and you realise its not right for you, you can return it in 30 days to us!
Please note that:
- Returns can only be accepted if your item is unopened, in original packaging, and hasn’t been used
- We cannot accept a used item back
For more information please read our Returns Policy here
Cosmetic Capital offers a 30 day return policy. Should you change your mind on an item you have purchased, you may send it back to Cosmetic Capital (at your own cost) for a full refund on the product.
Please read our Returns Policy before sending a return back to Cosmetic Capital.
If your order was sent back to Cosmetic Capital due to a customer error made when entering an address, there will be a small charge of $10 deducted from any refund as a re-stocking fee. Alternatively, you can have your order re-sent once a new postage fee has been paid of $12.95.
You can learn how to use Afterpay at our dedicated information page.
You can learn how to use zipPay at our dedicated information page.
Cosmetic Capital is proud to offer a diverse range of payment options for customers to choose from. We offer Afterpay, PayPal and zipPay as alternative options to Shop Pay/Credit Card.
When you proceed to checkout, please ensure that you log out of Shop Pay if you don’t wish to use a credit card for payment. Logging out will allow you to see the alternative options.
Not sure how to log out? Try press this link which should take you to the checkout page with all payment options available.
Still have issues? Reach out to us directly at support@cosmeticcapital.com.au and our team will be happy to further assist you.
Pre Order items will ship on the estimated shipping date. Express orders will be prioritised on the estimated shipping date, but won’t ship earlier. Regular 24 hour dispatch for express orders does not apply to Pre Sale items.
Regular items will be combined with Pre Order items and all ship at once together on the Pre Sale estimated shipping date.
A Pre Order item is an item available for early purchase. It will ship at a later date.
Pre Order items ship at the estimated shipping date stipulated on the product page description. This will also be noted in your order invoice. Please note that occasionally orders may ship prior to the estimated shipping date, but the majority will only ship at the date listed.
Popular sale events and trending new arrivals often sell out too quickly. Pre Order is a way to offer our loyal customers a chance to participate in the sale and jump the queue.
By locking in your orders early, you can secure the most highly sought out items before they sell out by the time the main sale event launches.