Our Customer Service
Customer Service Policies and Procedures
Monday - Friday 9 am to 5 pm EST, excluding public holidays. At times we may be out of the office or all our customer service lines are busy. If you experience this, please leave a message with customer service, or e-mail us at firstname.lastname@example.org
If you wish to order by telephone please call SCOUT Cosmetics on 1300 525 077 between the hours of 9 AM and 5 PM - Monday to Friday and we will assist you with your order.
All our prices listed on the website include GST and we hope this makes it easier for you to calculate the total cost of your product orders. All transactions are processed in AUD
To purchase SCOUT Cosmetics products online, simply click on SHOP to find the item.
Click on the item you wish to purchase.
Select quantity, colour if applicable, and click on Add to Cart.
Click OK to confirm order and to add the item to your Cart. The number of items and value of your order will be displayed above the navigation bar and updated as you order.
You can continue to shop for other products or proceed directly to View Cart where you can;
- verify the progress of your order
- change or update your order
- choose Shipping Options, and
- Proceed to Checkout.
Once you have finished shopping click on Proceed to Checkout.
Once your online order has been completed you will receive an automated receipt as confirmation of your order and payment together with email confirmation of your order.
Please print and retain a copy of the email and receipt for your reference. It is recommended that your review the information and verify that all details are correct as processing your order commences very soon after receipt by us.
If you would like to make any changes please have your Order Confirmation ready and contact us by telephone on1300 525 077.
We will update you with another email when your order is being dispatched. If the product is not in stock, we will keep your order pending until the product is available will then dispatch your order and update you again by email.
You may add to your current order by calling our head office on 1300 525 077. If your previous order has not yet been dispatched you may add other items to your order. If you have already been charged for the first order we will charge the amount of the new items to your credit card. If freight is within Australia you will still only pay our flat rate fee of $10 only.
Changes to orders
You may change or cancel you SCOUT Cosmetics order by calling 1300 525 077 but only if your order has not been dispatched from our premises. If your order has not been dispatched but payment has already been processed, we can change the order or place a full refund to your credit card.
SCOUT Cosmetics ships goods Australia wide and internationally. The cost of shipping depends on the delivery location nominated by you. Standard orders are shipped within 2 business days ~ Monday through Friday. Orders placed on Saturdays, Sundays, and public holidays are shipped the following business day.
The shipping charge to anywhere in Australia a rate of
- $8.00 for up to 500gms
- $12.00 from 500gms to 1kg
- $15.00 over 1kg
International standard orders have a flat rate fee of $25 per order subject to a maximum weight of 3kg.
Depending on where you are located within Australia, it can take up to 7 days to receive your goods.
VIC, NSW and QLD delivery times are 4 to 5 working days.
S.A., W.A., Northern Territory and Tasmania - 7 to10 working days.
International deliveries are 7 - 10 working days via economy class, depending on your location.
Please note that your credit card account will be charged when the transaction is completed by you in our system, not when we ship your purchase. Usually, we process and ship your order within 48 hours. Orders received on Saturday and Sunday are usually processed by the close of business on Monday. All credit card orders will have a temporary hold for the amount of the purchase. The credit card will not be formally charged for the order until it is shipped.
Back Ordered Products
Occasionally orders for products in high demand will be on back order when your order is fulfilled. If you receive your order and an item is missing, the missing, back ordered product will be indicated as such on your invoice next to the relevant item. We will ship your back ordered product to you as soon as it becomes available without charging additional shipping charges.
We offer a 100% money back guarantee on all SCOUT Cosmetics products purchased off of our website, if you are unhappy for any reason. In the unlikely event that a product does not meet your expectations, you may return it for a refund within 30 days from the date of purchase.
Please note the original shipping fee is not refundable. All refunds will be credited in the form that the payment was received.
Before placing an order please choose your products and product shades carefully and do not hesitate to call us on 1300 525 077 if you have any questions regarding shades, ingredients, or application.
To initiate a return, please email SCOUT Cosmetics at email@example.com. Include your invoice number and we will send you information on how to return the item.
Alternatively, you can telephone 1300 525 077 (9AM - 5PM, business days). Processing time for returns may take up to10 business days from the time the return is received.
Please note that only products purchased online from www.scoutcosmetics.com will be accepted for return. We regret that we cannot accept product exchanges under any circumstances.
Right of Refusal
We reserve the right to refuse to sell to any individuals or business at any time and for any reason. Also, due to high levels of Internet credit card fraud, we reserve the right to reject any order at any time that we deem suspicious.
Resale, Internet Auctions and Ebay
SCOUT Cosmetics mineral make-up and organics expressly forbids the sale and/or resale of SCOUT Cosmetics brand items on Ebay and other auction sites. Any item appearing on an auction site such as Ebay, is not the responsibility SCOUT Cosmetics as it may be counterfeit.
Notification of Store Policy Changes
Our site gives users the following options for removing themselves from mailing lists so they do not receive any email communications from us.
- Click the "Unsubscribe" link in any email you receive.
- Send an email and we will remove you from our email list.
- Call us and ask to be removed from our email list.
Users have the following options for changing and modifying information previously provided.
- Send email to firstname.lastname@example.org
- Call us on1300 525 077
- Write to us at P.O. Box 285 Paddington NSW Australia