FAQs
Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.
Product Information
Are your products safe for sensitive skin?
Our products don't use any harsh ingredients, and we have gotten feedback from those who have sensitive skin that their skin loves these products! However, most of our products do include fragrance and mica powder, so if you find that your skin reacts to fragrance, you may want to opt for our Plain Jane option, which has no fragrance and no mica powder.
Do you offer samples or sample sizes?
Our Whipped Body Butter comes in a sample size, which is 40g. It's perfect for testing out the formula on your skin before committing to a full sized product. Our other products currently don't come in a sample size, but you may want to try our Fragrance Sampler Vials. These are 1mL dropper bottles that have our available fragrances so that you can test a fragrance before buying any product.
How should I store my products?
Make sure to always store your products in a cool place away from direct sunlight. Some of our products are a blend of butters and oils designed to melt into your skin, meaning it will melt if it spends too much time in the sun!
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, eftpos, Shop Pay, and Union Pay. If you're purchasing from us at a market, you're welcome to pay with cash or card, we accept both!
We're also so excited to be able to now offer Afterpay!
Can I edit or cancel my order?
As long as the order hasn't been fulfilled, you are more than welcome to edit or cancel your order. If you'd like to add additional items to your order, you can place another order and leave a note with your original order number and ask for them to be packed together. We will refund the shipping on the new order. You can also reach out to us if you'd like anything in the existing order changed.
Shipping
How much is shipping?
The cost depends on where you're located and how heavy your order is. When you have the items you'd like in your cart, head over to the checkout and it will tell you what the calculated shipping is. If you're in Australia, shipping generally starts at $10.60. If your order is heavy, this can go up to $14.60. We have intentionally set your shipping cost to never be more than $14.60, even if your order is very heavy, to avoid passing that cost onto you!
For international shipping, the rates get a bit more complicated. If you add the items you'd like to your cart, it will be able to tell you at checkout how much shipping will be.
What shipping carriers do you use?
We currently only use Australia Post. You can use the tracking number to keep an eye on your parcel in the Australia Post app or on the website.
Where do you deliver?
We are proud to offer international shipping, with new countries being added all the time! We currently ship to Australia, New Zealand, the US, and Canada. If you'd like your parcel shipped to a country currently not on this list, please let us know and we can add it on!
Returns & Refunds
What is your return policy?
You can find our full refund policy here.
What do I do if my order arrives damaged?
If anything in your order arrives damaged, please send us an email with pictures of the damage at admin@emeraldbeautyaus.com right away so that we can get this fixed for you ASAP! We can either ship you the product again, or we can refund that item if you would prefer to not have a new one sent to you. We are also more than happy to work with you if there is a different solution you would like!
How long does it take to process a refund?
When you reach out to us with an issue, we strive to reply to you the same day. Once we have verified the issue (such as through the email you sent with a photo of the damaged product, or a request to cancel your order) and have replied to you, we will process the refund the same day. That means most refunds will be processed the same day that you reach out to us. Please keep in mind that every bank is different, so your bank may need a few days to process the refund and put the money back into your account.
Tracking & Delivery
When will my order be shipped?
Orders are packed every single day, and we strive to ship orders out within 48 hours of them being placed. While we do pack orders on the weekend, the post office is not open so if you place an order on Thursday night or Friday morning, it may not get to Australia Post until Monday. Custom orders or pre-orders will be shipped on the date specified on the listing.
Can I change my delivery address?
Of course! As long as the order hasn't been fulfilled, we are happy to change the shipping address. Please make sure to reach out as soon as possible. While we strive to pack orders within 48 hours, if you place an order while we're packing we may get it done much sooner, so the quicker you let us know, the more likely it is we can get this done.
How can I track my order?
Once the order is fulfilled, you'll be automatically emailed your tracking number. You can enter this number on the Australia Post app or the website to track where your parcel is.
What if I have a problem with my order?
You can always reach out to us so that we can get this fixed for you ASAP. Great customer service is one of the most important things to us, and we will always do what we can to rectify any issues.