Customer Services


General:

Services and assistance:

Website security

Feel safe when shopping online at The Facial Company. Our website uses 128 bit encryption with a SSL certification backed by Comodo for your complete peace of mind.

Authorised stockist

The Facial Company is a registered and authorised stockist of all the brands we represent.  We guarantee the freshness and authenticity of all products purchased from our website.  We purchase all our stock direct from the brands locally within Australia so you can be rest assured that you get what you you pay for.

Accepted payments and pricing

Payment icons
For your convenience we accept Visa, MasterCard, American Express (3% surcharge), PayPal, and Direct Deposit from your bank account.

Our bank account details for direct deposit:

Account name:    
Bank:        
Branch:        
BSB number:    
Account number:  
Reference:
The Facial Company Pty Ltd
Bendigo Bank
Mitchelton
633-108
137351599
Order ID number

Orders will be shipped when we receive your payment. Direct deposits may take up to three to five business days to process depending on your bank. We will hold your order for a maximum of seven days.

All prices include Goods and Services Tax (GST). 

International customers (located outside of Australia) are exempt from GST and the applicable adjustment is shown on the check out summary page. An international currency converter is available throughout our website for your convenience and should be used as a guide only. The total amount charged to your credit card will be in Australian dollars (AUD) and will be converted to local currency on the day the transaction is processed by your bank.  The converted amount shown on our website if using the currency converter may differ due to daily international currency fluctuations.  The Facial Company will not be held liable for variances between the amounts shown on our website in foreign currency to the actual amount charged to your credit card statement.

Refunds and returns

The Facial Company wants you to enjoy your online shopping experience. We believe in providing a fair and reasonable exchange policy to our customers and all purchases are subject to the laws of the Commonwealth of Australia including the Fair Trading Act 1989.  For hygiene reasons, makeup items cannot be returned so please choose carefully.  Clearance and Sale items are also non-returnable.

In the unfortunate event you make an error with your order, react to a product or ingredient or an item is damaged during transit we will gladly exchange it for another item. In all cases, please contact us in advance of your intentions to return a product for exchange. Our exchange policy is as follows:

  • Incorrect item ordered

    If you accidentally order the wrong product don’t panic! Simply return the unopened item within 14 days of purchase along with the original invoice and we will gladly exchange it for the item you intended on purchasing. The returned item must be in its original saleable condition. 

  • Item damaged during transit

    We take extreme care to ensure your goods are packaged securely so they arrive in excellent condition. But in the unfortunate event a product arrives damaged, please return the item in its original packaging within 14 days for an exchange. 

  • Allergic reaction

    It is always important to use products as directed on the label, but in the extreme case your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately and contact us to speak to one of our skin therapists (no later than 14 days from purchase date). 

If our skin therapist identifies that the product purchased caused a skin reaction we will offer to exchange the item for another product.  After all, we're here to help you achieve happy skin!

Disclaimer

Information, advice and product recommendations displayed on this website (www.FacialCompany.com.au) including the use of the online skin analysis tool is for general purposes only and is not intended to substitute or replace professional advice given to an individual by a skin specialist, physician or practitioner. 

While every effort is made to ensure that the information is accurate and correct, The Facial Company cannot be held liable or responsible for any loss or damage arising from its use.  Information provided should be used as a guide only and products purchased from this website are sold in good faith.
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