FAQ (Frequently Asked Questions)
Orders & Delivery
> How long until I receive my order?
> How do I track my order?
Your order will be sent with Australia Post. Once your order is dispatched, you will be sent a dispatch notification with your tracking number and tracking information.Click here to track your order with Australia Post.
> Will the courier leave a card if I'm not available when delivery is attempted?
If you are not available when the courier attempts delivery of your parcel, a calling card will be left to advise you that delivery has been attempted.
If your order is being sent with Australia Post, a calling card will be left advising you from which Post Office and when your parcel will be available for collection.
> I have ordered the wrong product
If we have not dispatched your order, we can easily amend it so that the order reflects the correct products you would like but please call us on 1300 334 683 or email us. If your order has been dispatched and provided that once you receive it, the product you would like to return is unopened and unused, you can send it back to us and we can organise the exchange.
Click here for our returns and exchanges policy
> I would like to cancel my order
We may have already dispatched your order in which case, you will need to return it to us to arrange for a store credit or refund. If your order has not yet been dispatched, please call us on 1300 334 683 or email us so we can cancel it for you.
Discount & Promotion Codes
> Where do I put the coupon code?
The coupon code needs to be entered on the checkout page in the box titled "Gift Card/Discount/Coupon Code". Please see attached view. If the coupon code is active, it will be accepted and added to your order as a "discount"
> What is a coupon code and how do I get one?
We regularly run promotions whereby you will need a coupon code to be eligible to receive a promotion or special offer. You will usually receive a promotional coupon code by email as part of our newsletter subscriber database
> The coupon code is not working
The coupon code may have expired or it may have been limited to purchases within certain collections or products. If you would like to ask a question regarding your coupon code, please email firstname.lastname@example.org or call us on 1300 334 683.
> I forgot to add the coupon code to my order
That's OK as long as the coupon code is still valid and we have sufficient gifts (if the code is for a gift with purchase), then we can still honour it for you. Please email us so we can add it to your order.
> I'd like to pay by bank deposit.
Upon checking out and once you reach the payment method page, select "Poli Internet Banking". This will allow you to pay directly from your back account into our account. There is no fee for you to use this payment method. For more information on Poli Internet Banking.
> How do I pay by AfterPay or ZipPay?
Both AfterPay and ZipPay are a "Buy Now, Pay Later" payment scheme, you will need to set up an account with either AfterPay or ZipPay to check out using one of these methods. At the checkout page, click on your preferred method and you will be directed to establish an account to be able to complete your order.
> I would like to return a product
> My product appears to be faulty
If you think you may have received a faulty product, please call us on 1300 334 683 so we can discuss this with you.
> Where do I send a return?
All returns and exchanges need to be approved by us before being sent back. Please call us on 1300 334 683. Once your return has been approved, you can send it to us at:
318/20 Dale St
> I can't login
> How do I change my password?
> I prefer to order over the phone
Absolutely, please call us on 1300 334 683 to place your order with one of our friendly customer service team. Our opening hours can be found here. If we are not available at the time you call, please leave a message and we'll call you back as soon as we are able.
> I have a question regarding one of the products I ordered
Great, please call us 1300 334 683 and one of our Beauty Experts will be able to assist you.
> How does the Magic Mirror work
- Click the "Try on Button" and click on camera icon to upload your photo or select a model picture. (For the most accurate results please use a still, straight, front-on picture of yourself.)
- If you have uploaded your own photo, the Magic Mirror will automatically adjust the picture to your face or body, however, you can also adjust your photo by using the edit function.
> Which browser and versions does the Magic Mirror support?
Most modern web browsers are supported by the Magic Mirror, including mobile browsers:
- Chrome >= 31.0;
- Firefox >= 27.0;
- Microsoft Edge;
- Safari >= 7.0;
- iOS Safari >= 4.0 and
- Android browser >= 3.0.
> Are the photos used on Magic Mirror stored on AbsoluteSkin server?
Yes, we store the photos during the current browsing session (max 24 hours), after that the photos are deleted.
> Why does the virtual makeup do not fit well on my face?
Please make sure you adjust your photo under "photo settings" and follow the steps. You can adjust your lips, eyes and pupils.
> Are the colours accurate?
The Virtual Mirror acts as a guide for colour selection. AbsoluteSkin cannot guarantee that the colour you "tried on" with the Virtual Mirror will give you the same result at home - your skin type, skin colour and device settings can affect the makeup colour.