Payment, Delivery and Return Policies
Payments:
At Bestcosmetics, we offer convenient and secure payment options, including PayPal, Credit and Debit Cards (Visa, MasterCard, Amex), WeChat Pay, Alipay, and Internet Banking. Please note that we do not accept deferred payment online. To ensure prompt processing of your order, kindly provide the order number or customer name when making a bank payment.
Delivery:
Fast and reliable delivery is important to us. Our main subcontracted delivery service company is Fastway. Please note that Fastway is unable to deliver to PO Boxes and Parcel Lockers. To ensure successful delivery, please provide a physical/street address for shipping.
For orders over $80.00 in the Sydney metropolitan area and over $150.00 in major capital cities like Brisbane and Melbourne, we offer free shipping. Delivery times may vary:
Metro delivery: 2 – 7 business days
Regional delivery: 7 – 14 business days
Remote delivery: 14 – 28 business days
Please be aware that these delivery times pertain to business days, excluding weekends and Australian public holidays. Your order may arrive in multiple packages from different carriers. You can find detailed tracking information at your account on our website (www.Bestcosmetics.com.au) once the order is dispatched.
We strive to deliver your orders promptly and reliably. However, we understand that unforeseen circumstances may occasionally cause delivery delays. Below is our policy for handling refunds and returns related to delayed deliveries.
1. Delivery Delays
1.1 If your order is not delivered within the estimated time frame provided above, please contact our customer service team at info@bestcosmetics.com.au or 0285150495.
1.2 During peak seasons (e.g., Christmas), delivery times may be longer than usual. We recommend allowing additional time before initiating a refund or return request.
2. Refund Requests Due to Delays
2.1 Customers may request a refund if their order has not been delivered within a reasonable time.
2.2 A “reasonable time” is typically defined as 7 business days beyond the estimated delivery date provided above.
2.3 If your order is delayed, we may offer you the following options:
A full refund.
Incentives such as store credit or discounts if you choose to wait for the delivery.
3. Returning Delayed Orders
3.1 If your parcel is delivered after a refund has been issued, you may be required to:
Refuse the delivery, ensuring it is returned to us by the courier.
Return the parcel to us in its original condition within 7 business days of receiving it. We will provide a prepaid return label for your convenience.
3.2 If the parcel is returned to us by the courier due to the delay, your refund will be processed promptly after the parcel is inspected and verified.
4. Refund Processing
4.1 Refunds will include the full purchase price of the item(s) and any shipping fees paid at checkout.
4.2 Refunds will be issued via the original payment method within 7 business days of receiving the returned parcel or confirmation that the delivery will not occur.
5. Exceptions
5.1 We are not responsible for delays caused by:
Incorrect or incomplete shipping addresses provided by the customer.
Failed delivery attempts due to the recipient being unavailable.
Events beyond our control, such as natural disasters or courier strikes.
5.2 Refund requests for non-delivery will not be accepted if the parcel tracking indicates successful delivery to the address provided at checkout.
6. How to Contact Us
If you have any questions or wish to initiate a return or refund request, please contact our customer service team at:
Email: info@bestcosmetics.com.au
Phone: 0285150495
Hours: 9:00-17:00, Monday-Friday
7. Refund Request Process
7.1 To request a refund, customers must submit their request in writing to info@bestcosmetics.com.au or via contact form on our website.
7.2 The written request should include the following details:
Order number or proof of purchase.
Reason for the refund request.
Any additional information (e.g., tracking issues or delivery delays).
7.3 Upon receipt of the written request, we will review and respond within 3 business days, advising on the next steps.
Please note that we reserve the right to decline orders without disclosing the reason behind our decision. The delivery fees quoted on our website are based on the most economical shipment methods. We may adjust the delivery fees for your purchase orders if the lowest rate or courier method becomes unavailable. This applies to customers paying via bank payment, internet banking, credit card, or PayPal. We cannot be held responsible for any losses or delays if we are unable to contact you using the phone number or email address provided during the order placement.
If the customer fails to sign for the delivery or does not request a signature upon delivery, the products will be left at the delivery address where the courier driver deems it safe. The products will be considered delivered at that point, and the property and risk in the product pass to the customer. It is the customer’s responsibility to provide delivery instructions. However, our general instruction to courier drivers is to drop the boxes at the delivery address if no specific instructions are provided by the customer.
In case of a short or incorrect delivery, please contact us as soon as possible. Any queries regarding delivery of parcels and their contents will not be considered after 14 days from the dispatch date.
Returns:
At Bestcosmetics, we prioritize customer satisfaction. If you encounter any faults with our products, please report them to us promptly. We reserve the right to request the return of any faulty goods and will determine whether a return is necessary. If a return is deemed necessary, we will cover the reasonable costs of return and redelivery.
Please note that we do not offer refunds for change-of-mind returns unless the items are returned within 28 days of the purchase date, in their original packaging, and accompanied by a receipt or invoice as proof of purchase. Change-of-mind returns after 28 days will not be accepted.
Returns or exchanges for incorrect product orders or change-of-mind returns will be at the customer’s expense. This includes courier/postage fees for return products and any fees associated with the exchange. However, this condition does not apply to faulty products.
If a customer received a free gift as part of a promotion and returns the product or portion of the product (unless it was faulty or defective), the free gift must also be returned. Free gifts cannot be returned for refund or exchange and do not hold any cash value of their own.
The liability of Bestcosmetics for any loss, damage, or injury arising directly or indirectly from our products, non-compliance with our products, or for any other reason shall not exceed the price of the product.
Please note that Bestcosmetics reserves the right to change its policies regarding the return and refund of products at any time without prior notice.
All exchanges or returns must be at the customer’s cost.
Special Conditions for Skin Care Products, Washing Products, and Some Toiletries:
Due to the delicate nature and hygienic reasons, Bestcosmetics does not accept the return of items from the following categories under the change-of-mind returns policy, regardless of the circumstances. Please choose carefully before placing your order:
Cosmetics (if hygiene seal is broken)
Beauty products
Fragrances
All prices listed on our website are in AU$ and include GST. Prices are subject to change without prior notice.
All quotes provided by Bestcosmetics are valid while stocks last, unless otherwise stated. Specials and promotional offers are subject to availability and are valid while stocks last.
How to Return a Product Ordered on Bestcosmetics Online:
If you wish to return a product ordered from Bestcosmetics Online, please follow these steps:
Ensure that you return the item within 28 days of purchase.
Please bring your original tax invoice (email receipt) as proof of purchase when returning the item.
The item must be in a resaleable condition, which means:
It should be in its original packaging, including instruction manuals and all accessories.
It must be unworn, unopened, unused, and in its original condition.
Any sew-in labels should still be attached.
Please note that certain items are not eligible for change-of-mind returns. Refer to the list below for items that cannot be returned under the change-of-mind policy:
Cosmetics (if hygiene seal is broken)
Beauty products
Fragrances
If these requirements are not met, Bestcosmetics reserves the right to decline the return or refund for change-of-mind returns.
However, items from the aforementioned categories can still be returned if they are found to be faulty, not fit for their intended purpose, or do not match the provided sample or description.
Please remember:
Your original Bestcosmetics invoice serves as the best form of proof of purchase.
Refunds will be issued using the original payment method.
Damaged or Incorrect Product Delivered:
We apologize for any inconvenience caused. If you receive a damaged or incorrect item, we will promptly resend the correct item to you. Please contact our Customer Service Centre during business hours (9am to 5pm, Monday to Friday) to initiate the resolution process.
If you have any further questions or concerns regarding our payment, delivery, or return policies, please feel free to reach out to us. Our team is here to assist you.
