FAQs

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  • How does The Make-Up Foundation protect my privacy?

    We at "The Makeup Foundation" implement security measures to protect the personal information both online and offline of our customers in accordance with industry standards.

    We have adopted the policy to protect and respect the private information of our clients. Please note that the privacy policy covers only information provided to "The Makeup Foundation" and from communication with "The Makeup Foundation".

    "The Makeup Foundation" does not supply personal information for use to any 3rd party for marketing purposes without your consent.

  • Are all your descriptions and photographs correct?

    We at "The Makeup Foundation" attempt to be as accurate as possible in all descriptions of products and services. However, to the extent applicable by law we do not warrant that products, descriptions, colours and prices available on the website are accurate, reliable and error free.

    Please note that although we make every effort to colour match make-up products for the website every server is different and there may be variations of colour per screen.

  • What type of quality are your products?

    Every effort is made to provide the highest quality products made from the highest quality materials. Should any defect exist in our products please return to "The Make-Up Foundation" for exchange or refund.


    Our make-up range, LimeLily Cosmetics is not tested on animals and is Free from Parabens, Bismuth Oxychloride and is also fragrance free.

  • Can i exchange a product?

    Our aim is to ensure that "The Make-Up Foundation" customers are completely satisfied with their purchases. However, should you require an exchange please contact "The Make-Up Foundation" by email or by calling as soon as possible after receiving your goods.

    We will happily exchange the goods if they are unused and in their original packaging. Goods can be returned to us at our main head office address at your own cost and we will exchange the product and send out your requseted alternative after postage has been paid.

  • How do you arrange delivery?

    As products are purchased in bulk wholesale amounts we must first receive your order via the website.
    We will then contact you via email or phone to let you know the full delivery cost before proceeding with processing your order.

    All delivery costs must be approved before your order will be dispatched so please ensure your contat details are up to date.

    All delivery costs are charged at cost. Calculations are based on cubic weight.

  • Which delivery companies do you use?

    In order to calculate the best possible rate for our customers we will check three companies and use the one with the best possible quote for your goods. We have accounts with Fastway Couriers and StarTrack Express to ensure we give you the most competative option.

    You are of course welcome to have your own courier collect the items, just contact us and we will arrange for the goods to be ready for collection on your chosen day.

    If you would like us to use a particular service such as Registered Post, Express Post or Fed Ex Tracked Delivery, please let us know in the notes section on your order and we will accomodate this request.

  • What if my product is lost or delayed by the delivery service?

    At The Make-Up Foundation we use very reliable Australia wide courier services, Fastway or StarTrack Express, but unfortunately sometimes mistakes are made. If your item is delayed please bare with us we will do all we can to track your parcel and give you an estimated delivey time.

    Please use your tracking number you have been emailed to follow the progress of your parcel.

    Visit www.fastway.com.au, www.startrackexpress.com.au to get the latest developments on your parcel.  You can then contact your nearest office to get an update on your parcels progress if you are concerned about delivery.


    In the unfortunate case that your product is lost in transit when sent with our courier we will replace the product as soon as we are able to .

    Please contact us as soon as possible if you feel your shipment has been lost and we will do our best to track it down. If the product is deemed lost by the courier company we will arrange a replacement as soon as possible.

    On occassion the original item does turn up weeks later if this happens please ask the courier firm to return the parcel to us and do not accept delivery. This will mean that we no longer will need to ask you to arrange a suitable time for recollection. If a family member accepts delivery we will arrange for collection to be made at a suitable time arranged with yourself.

    If a replacement product is dispatched and the original turns up and you neglect to tell us of its arrival or allow us to rearrange collection then the second article will be charged for at full price.

    If a parcel has been delivered by Aust Post and you elected to have normal delivery and not recorded delivery the goods will not be replaced. Only goods delivered via recorded delivery and by courier that can be traced will be replaced.

    If you eventually find that you cannot trace your parcel, contact us and we can initiate a sender search for you.

  • How many times will the courier service attempt delivery?

    Fastway Couriers will attempt delivery upto 3 times each time leaving a calling card so they can redeliver at a time appropriate to yourself. There is no charge for redelivery but after the 3rd attempt a local delivery charge will be levied or you can collect from your nearest depot.

    Please note that areas in the Grey (Outback) map area on the Fastway website (www.fastway.com.au) will only attempt delivery once. You will then be required to collect your parcel from the nearest delivery office or pay the redelivery fee.

    StarTrack Express will attempt delivery once and then will leave a calling card for you to re-arrange delivery.

    If a calling card has been left by either courier company and you neglect to contact the company to rearrange delivery then the shipment may be returned us. We then reserve the right to charge for redelivery.

     

  • How are the products packaged for delivery

    All our products are delivered, checked and packed by hand using the strongest materials. We use strong cardboard boxes, foam nuggets and bubble wraps to protect your products.

    We are committed to ensuring that your items arrive quickly and safely.

  • How much does shipping cost?

    Shipping is charged at cost.

  • How long will delivery take?

    Dispatch is normally arranged the next working day. Please allow an additional day if your item has not arrived on the expected day as sometimes we experience delays due to high volumes.
    Please note that working days are Monday to Friday. Couriers do not collect or deliver on the weekends. Please also note that for our larger items such as trolleys and cases delivery CANNOT BE MADE TO POST BOXES.

    All orders recieved before 10.00am weekdays are dispatched that same day. Orders after this time will be dispatched the following day. If you need an item urgently please call 07 3890 4302 to check delivery times before making an order as we cannot guarantee any courier delivery times.

    Shipping is made by AusPost or by courier to your chosen address, however if the address is unattended at the time of delivery a note will be left at your delivery address to arrange another delivery time or a pick up at the post office or your local courier depot .

    Please note that for more remote areas across Australia and New Zealand that delivery may take  a little longer to reach you. Normally delivery time ranges from 1 day to 5 days depending on the area you live. We cannot guarantee delivery times as we use an independent courier firm.

 
 
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To contact us please call 07 3890 4302 or email info@themakeupfoundation.com