FREQUENTLY ASKED QUESTIONS

Have a questions about BYS Cosmetics? You’ll probably find an answer here

1. Placing an Order

Q: Do I need to sign up for an account to place an order?

A: You don’t need to sign up for account to place an order as you can check out as Guest instead. However by signing up for an account, it’ll save you time checking out in the future as your account will have your name, address and payment details saved.

 

Q: What are your payment options?

A: We accept payment via credit card or PayPal.

 

Q: Can I cancel or make changes to my order after I’ve placed it?

A: Unfortunately we’re not able to cancel or make changes to an order once it has been placed. Once an order has been placed, it automatically joins a queue to be processed and dispatched via our warehouse.

 

Q: What do I do if I’ve put the incorrect delivery address on my order?

A: As we are unable to make any changes to an order once it has been placed, we cannot update your address once your order has gone through. We recommend setting up an account with us so you can keep your details updated.

 

Q: How do I know if my order is confirmed?

A: Once an order has been successfully placed, you will receive an order confirmation email within 30 minutes. Please remember to check your junk or spam folder as sometimes the confirmation email can end up there.

 

Q: How do I update my details for my account?

A: To update any of your account details, simply log into your account and use the menu on the left to update anytime.

 

Q: What do I do if I’ve received a faulty product?

A: Although we take every care in packing your order, sometimes products can be damaged in transit or is faulty. If you receive a faulty product, please get in touch with us on orders@bys.com.au so we may assist you. Please remember to include photos of the faulty product for us to assess.

3. Domestic Postage & Delivery

Q: How much does domestic delivery cost?

A: Regular postage Australia-wide is $9.95, however it’s free if your product order is over $40! Please note that cost of shipping is not included as part of the $40 minimum spend for free shipping. We currently don’t offer an express postage option.

 

Q: How long does regular domestic delivery take?

A: Please allow 1-2 business days for your order to be processed through our warehouse. Regular delivery within Australia will take between 4 to 6 business days.

 

Q: Will I have to sign for my delivery? What if I’m not home?

A: Yes you will if you are home when your order is delivered. If you’re not home at the time of delivery, the package will be left in a secure location if possible.

 

Q: Do you deliver to PO Boxes or Parcel Lockers?

A: Yes we can deliver to PO Boxes and Parcel Lockers.

 

Q: How do I track my order?

A: After your order is dispatched from our warehouse, you will receive a dispatch confirmation email which will have your AusPost tracking number included. You can then track the status of your parcel via the AusPost tracking website.

 

Q: What do I do if my order is stuck in transit or says delivered but I didn’t receive it?

A: If your order appears to be stuck in transit or says delivered but you did not receive it, we’d recommend you to get in touch directly with AusPost. Otherwise contact us via email at orders@bys.com.au and we will try our best to track down the package for you.

5. Collaboration & Sponsorships

Q: How do I get in touch in regards to collaboration and PR inquiries?

A: Please send us an email at sales@bys.com.au with your collaboration or PR inquiry. Please remember to include links to social channels and where you are based. Your request will be reviewed and successful applicants will be contacted.

 

Q: How do I get in touch in regards to event sponsorship or donations?

A: Please send us an email at sales@bys.com.au with your sponsorship or donation inquiry. Your request will be reviewed and successful requests will be contacted.

7. Website & Tech

Q: How do I sign up for an account?

A: Click here to go to our account sign-up page. Fill out the ‘Username’ and ‘Email Address’ sections and click ‘Register’. A confirmation email will be sent to the provided email address with a password. Use this password to log into your account and update to your own password in the ‘Account details’ tab on the left of your account dashboard.

 

Q: What do I do if I’ve forgotten my account password?

A: If you’ve forgotten your account password, simply click on ‘Lost your password?’ at the account login page. Follow the steps in order to reset your password.

 

Q: How do I use a coupon code?

A: When you’re at the checkout stage, enter the coupon code in the box which says ‘Coupon code’. Please note that you can only use 1 coupon code per transaction and please check out Terms and Conditions page for promotional T&Cs.

 

Q: Can I use multiple coupon codes on one order?

A: No, you can only use 1 coupon code per transaction.

 

Q: Where can I find your website’s terms and conditions?

A: Click here to check full details of our website and promotional terms and conditions.

 

Q: Is it safe to check out with my credit card on your website?

A: Rest assured that your credit card information is secure every time you make an order. Our payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete as it is submitted directly to our banks.

 

Q: How do I change the currency on your website?

A: All of our pricing is in Australian dollars (AUD) however we have a currency conversion on the right hand side of our product pages that gives you estimates in USD, EUR, NZD and GBP.  We recommend you to use an online currency converter for a more accuracy currency conversion.

 

Q: Do your prices include GST?

A: Yes our prices displayed online includes GST. Please note that you will be responsible for any international customs and duties incurred. Refer to your country’s government department for full details. Click here for more shipping information.

2. Order Issues

Q: What do I do if I’ve received my order and there’s a missing or incorrect product?

A: Although we take every care in packing your order, sometimes mistakes happen. On the off chance your order is missing a product or you’ve received the wrong product, please get in touch with us on orders@bys.com.au so we may assist you.

 

Q: Do you accept returns and exchanges?

A: If you’ve changed your mind and want to return a product, we would be happy to refund the purchase price or exchange those products subject to the following conditions:

  1. Product(s) must be returned within 14 days of receiving.
  2. Product(s) must be unopened, unused and in their original packaging with all original tags & labels attached.

To request a refund, please email us at orders@bys.com.au so we may assist you. The online purchase price (excluding online delivery charges) will be refunded to you using the original payment method once we have received the returned product(s) back and confirmed that it meets the 2 conditions above.

Please note that you are responsible for any costs associated with returning the product(s) to us, including any currency conversion and/or local or international taxes.

4. International Postage & Delivery

Q: Do you deliver to my country?

A: Yes we ship to all countries! Simply select your country from the dropdown menu at checkout.

 

Q: How much does international delivery cost?

A: International orders incurs a flat shipping rate of $19.95AUD. All international orders are sent through registered post via Australia Post. We currently don’t offer an express postage option.

 

Q: Will I have to pay for customs and duties on international orders?

A: Please note that you will be responsible for any international customs and duties incurred. Refer to your country’s government department for full details.

 

Q: Why can’t some items be shipped internationally?

A: Any products that are classified as Dangerous Goods cannot be shipped international, such as nail polish, hand sanitisers and aerosols.

 

Q: How do I track my international order?

A: After your order is dispatched from our warehouse, you will receive a dispatch confirmation email which will have your AusPost tracking number included. You can then track the status of your parcel via the AusPost tracking website.

 

Q: How long does international delivery take?

A: International delivery times can vary widely from country to country and their custom requirements. We recommend to use the AusPost tracking to keep track of your parcel’s journey.

6. Product Info

Q: Are your products tested on animals?

A: Our brand is 100% certified cruelty free and we will never test on animals. To ensure our quality and products are to the highest of standards, we work with only a handful of offshore suppliers. All of our suppliers are compliant to our strict set of requirements and guidelines, including not testing any of their ingredients or products on animals.

 

Q: Are your products vegan?

A: The majority of our product range is formulated using plant based and synthetic ingredients, although some product contains a naturally derived beeswax, which will not be suitable for vegan use. Please click here to view our range of vegan friendly products.

 

Q: What if I can’t find the product I’m looking for?

A: If you’re having trouble finding a product online, please email us at sales@bys.com.au and we will assist you further.

 

Q: Is your brand PETA approved?

A: Yes we are cruelty-free accredited with PETA and are listed on their website.

 

Q: Where can I find the expiry date of your products?

A: Cosmetics are not required to have an expiry date printed on them, however, all of our products has a Period After Opening (PAO) symbol printed on the back of the label, which recommends how many months a product should be used after opening.

 

Q: How do you control the quality and safety of your products?

A: All of our cosmetics follow the EU Cosmetics Regulations 1223/2009 and are Food and Drug Administration (FDA) compliant. This means the product goes through stringent testing before being released into the market. Our quality assurance team in Australia and Asia ensure that only the very best product gets into the hands of our customers.

 

Q: Do your products contain palm oil?

A: Although some of our products have palm oil derivatives, we try to ensure these are from sustainable and fair trade sources. We strive to make high quality products using alternative ingredients to palm oil.

 

Q: Are your products gluten-free?

A: Our products do not contain any ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, we cannot guarantee that the equipment used during the manufacturing of our products do not contain traces of gluten. We suggest contacting Coeliac Australia or your practitioner, who may be able to offer you some direction on how to find the right products to suit your requirements.

 

Q: Do your nail polishes contain any nasty ingredients?

A: No, BYS nail polishes are 3-Free, meaning they do not contain the following ingredients:

  • Formaldehyde
  • Toluene
  • Dibutyl Phthalate (DBP)
8. Retail & Wholesale

Q: Which stores stock BYS Cosmetics in Australia?

A: In Australia, we are ranged in Kmart, Target, Cosmetics Plus and Terry White Chemmart. If you are having trouble locating your nearest BYS stockist, send an email to sales@bys.com.au so we may assist you.

 

Q: Where can I find BYS Cosmetics internationally?

A: Click here to see our ‘Find a stockist’ page. Simply click on the highlighted region on the map and it will show you distributor information for that country.

 

Q: How do I get in touch if I’m interested in wholesale?

A: Please send an email to sales@bys.com.au with your wholesale inquiry and our sales team will assist you further. Please remember to include details of your retail or online store in order for us to assess.

 

Q: Do you offer makeup artist discounts?

A: If you are a certified makeup artist and you’re interested in purchasing our products in bulk, please send an email to sales@bys.com.au and our sales team will assist you further.