Can I place an order over the phone?
Unfortunately, we are unable to take any orders over the phone. If you need help placing an order, please email us at firstname.lastname@example.org and we will do all we can to help.
Can I make changes to my order?
Flavedo & Albedo is unable to cancel an order once it has been placed, as we work hard to process and dispatch all orders as quickly as possible. If you have made a mistake with the items you have purchased or the nominated shipping address for your order, please get in touch as soon as possible and we may be able to intercept the dispatch of your order and change this for you. However, if the order has already been processed and on it’s way to you please follow the steps on our Returns Policy.
Please note that although we will try our best, it is not always possible to change order details in time and therefore Flavedo & Albedo cannot be held liable for any incorrect details entered by the customer.
What should I do if I get an error message during checkout?
If you receive an error message please try the following:
Verify you are entering the credit card’s CVV and billing information correctly.
Verify your billing name, address and phone number matches that of the credit card used for payment.
If the issue remains, please email email@example.com
Do you accept International Orders?
Yes! We deliver to New Zealand and the USA. If you are outside of those countries you can register your email address on our mailing list for new market updates.
What methods of payment do you take?
We accept all major credit cards (Visa, Visa Debit, MasterCard and American Express), as well as PayPal and AfterPay.
What is Afterpay?
Afterpay allows you to shop now, and pay later, interest free. You buy what you want today and pay it off in four equal and affordable, interest free fortnightly instalments.
All new Afterpay customers are required to make their first payment at the time of purchase. For any order after the first order, your first payment will be deducted two weeks after your purchase. The full payment schedule will be provided to you at the time of purchase.
To make an purchase using you will need:
- A debit or credit card
- To be over 18 years of age
- An Australian residential address
HOW DOES AFTERPAY WORK?
- Checkout - Choose Afterpay as your payment method during checkout. Available on orders up to $1000
- Purchase - Login or register with Afterpay and follow the prompts to complete your order
- Delivery - Have your items delivered to you within your selected delivery timeframe
- Pay Later - 4 equal payments every two weeks with nothing extra to pay when you pay on time.
DOES AFTERPAY CHARGE INTEREST?
No, there is no interest payable by you if you place an order using Afterpay. Fees may be incurred if payments are not made in accordance with Afterpay Terms and Conditions.
IS THERE A PURCHASE LIMIT FOR AFTERPAY ORDERS?
Yes, the maximum purchase amount using Afterpay is $1000. If you exceed this amount you won’t be able to pay for your order using Afterpay.
HOW ARE THE AFTERPAY INSTALMENTS CALCULATED?
The Afterpay instalments quoted on a product represent 1/4 (25%) of that product’s current price excluding any delivery charges that may be applicable. If you have ordered online, delivery costs will be added into the quoted instalment rate payable when you have selected your preferred delivery method at checkout, and have selected Afterpay as your preferred payment option.
HOW DO I RETURN ITEMS PAID FOR USING AFTERPAY?
You can return any item you are unhappy with back to Flavado & Albedo in accordance with our standard online Returns Policy. Refunds will be processed and communicated to you via Afterpay shortly after Flavedo & Albedo processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all the original items are returned).
WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?
The Afterpay website provides a very comprehensive list of FAQs. If you still can’t find out what you need here, contact Afterpay directly by emailing firstname.lastname@example.org or calling 1300 100 729.
For full terms and conditions please visit Afterpay
How do Gift Cards work?
Flavedo & Albedo Gift Cards are an online e-voucher and will be sent via email to the nominated email address. You can choose between different Gift Card values, and the recipient can use this on any item online at www.flavedoandalbedo.com
What do I do with a Promotional code?
If you have a promo code, please copy and paste it into the promo box code at the checkout.
Codes cannot be added to your purchase once checkout has been completed and submitted to our warehouse, but it can be used on your next order with us.
We are unable to refund retrospectively for orders placed without using the code.
What delivery options do you use?
For full delivery options please see our Delivery & Returns page
Can you express deliver my order?
Yes, express shipping is available for a $12 charge for Australia and $15 for New Zealand. Express Delivery orders must be placed before 12pm AEST to be processed on the same business day. Delivery time does not include Saturdays, Sundays or public holidays.
How do I track my order once it has been placed?
Once your order has been dispatched you will receive an email confirmation from Australia Post with a tracking number.
Why is my delivery delayed?
Due to Covid-19, Australia Post may experiencing intermittent delivery delays so customers may experience longer than normal delays to their deliveries. Please allow 2-7 working days to receive your order.
How do I make a return?
Please review our Returns Policy, and instructions on how to return.
I made a purchase using a Gift Card, can I return this?
You are welcome to return purchases placed using a Gift Card, this amount will be credited to your account to re-purchase online. A Gift Card cannot be reimbursed for cash.
What happens if my product is lost, or arrives damaged or faulty?
If your goods arrive damaged, please contact us at email@example.com as soon as possible and be sure to have your order number ready. If you have not received your order within 4 working days, please contact us so that we can assist you.
Who can I contact about Product Advice?
Please email us at firstname.lastname@example.org and a member of our team would be happy to help!
How do I know what ingredients are in the products?
All products on the website have a full ingredients list in the description. You should always check the product ingredients to avoid potential allergic reactions.
Are your products cruelty free?
Flavedo & Albedo and our suppliers do not ever test our products or ingredients used in our products on animals for cosmetic purposes. In addition, we do not use third parties to carry out any of those tests.
Are your products vegan?
Yes, all our products are vegan, with the exception of our Velvet Eyeshadow in Sky.