customer service
CUSTOMER CARE
We would love to hear from you. If you have any questions, feedback or issues with your order please contact ELF CUSTOMER SERVICE:
Email: customer_service@eyeslipsface.com.au
FreePhone: 1800 85 89 86
Phone: 03 8676 4964
Facsimile: 03 8640-0666
Our customer service department will endeavour to respond to your enquiry within 24 hours.
SECURITY & PRIVACY
Shopping on the internet should be as enjoyable and worry free as shopping in a store, therefore the security of your private information is our top priority. Our SSL security system encodes your credit card and contact details to ensure its safe transfer.
All payments are processed via a secure payment gateway operated by Securepay. Your credit card details are 128-bit encrypted.
ELF understands and respects our customers need for privacy. Therefore you can be assured that we will not sell your name to any third parties. It is necessary for us to obtain your contact information in case we need to contact you regarding your purchase. To notify you about our upcoming promotions we may also contact you via e-mail. You will be given the opportunity to decide to join/be removed from the list. If you wish to have your name removed from our e-mail distribution list please follow the instructions for being removed from the list.
SHIPPING INFORMATION
Overview
All of our products are now held at our new warehouse facilities in Rowville, Melbourne.
We ship all parcels via Australia Post. We aim to send all orders within one business day of receipt, at which time you will be sent an email confirming that your order has been dispatched.
You should then allow for up to ten business days for your package to arrive. Please note that during peak seasonal periods Australia Post delivery timeframes are longer (particularly the November/December Christmas period).
Please note that we can only deliver orders to Australian addresses.
Shipping Cost
Our flat-rate shipping & handling fees is $7.95 within Australia. You can order as many products as you like for the one shipping and handling charge.
Ordering and Paying
ELF will ship your order after confirmation of payment is received.
The time gap between your sending and our receiving payment can vary from twelve hours to five days. This time gap is outside our control. We recommend payment by credit card for the fastest processing (ie it is immediate).
Shipping
Once payment is received and confirmed, your order is sent to the warehouse for picking and packing within one business day.
Once your order has been picked, packed and labelled, Australia Post will collect your parcel for delivery.
Australia Post takes 1-2 days to deliver to major metropolitan areas. However Australia Post quote services times as varying between one and ten days.
STOCK CONTROL
ELF makes every effort to ensure that all products ordered are in stock. Our inventory is checked daily for out of stock or limited quantity items. Out of stock item are quickly removed from the web site, giving you the most up-to-date information. In some cases, it may be possible that an item that was in stock when you placed your order may be out of stock by the time your order is processed. In these cases, you will be notified via e-mail by a customer service representative and given the option of waiting for the back-ordered stock or being given a full refund.
PAYMENT OPTIONS
ELF accepts the following payment methods through our secure, online checkout system.
- Visa
- Mastercard
- Direct Bank Transfer
If you choose to pay by direct bank transfer please note our banking details which will be provided on your order confirmation email. Please note that some banks can take 2-5 days to process transfers. We will only ship your package once payment is received.
We DO NOT ACCEPT personal cheques.
REFUNDS & RETURNS POLICY
Any product that is faulty in any way can be returned to us for an exchange, store credit or refund. Please email us at customer_service@eyeslipsface.com.au for a Returns form, duly complete, and return to us with the unused portion of the product to the following address:
e.l.f. Cosmetics
PO Box 171
South Melbourne BC,
Victoria 8865
NO ANIMAL TESTING
ELF Cosmetics are not tested on animals. e.l.f. is proud to be accredited Cruelty Free internationally by PETA and in Australia by Choose Cruelty Free.
COLOUR ON THE INTERNET
Every effort has been made to ensure the product colours shown on the website are as close as possible to actual colours, however, computer screens may show slight variations.