Refunds & Returns
At French Beauty Co., we want you to be completely happy with your purchase. However, we understand that sometimes things just don't work out. That's why we offer a return policy to ensure your shopping experience is as smooth and enjoyable as possible.
To qualify for a full or partial refund (if applicable)
• You need to initiate the return request within 7 days of the delivery date and via an email to our customer service team using hello@frenchbeautyco.com.au.
• Please indicate the reason for the return and send a receipt or proof of purchase, such as a confirmation email or your order number.
• Please also send a photograph of the item together with the parcel it came in.
• Return items should be in their original condition, undamaged, unopened, resealable, and with no missing parts.
• Return promotional items and gifts with purchases in their original condition along with the return item/s if relevant.
• Goods that were received free of charge as promotional items, samples or gifts with purchases cannot be replaced or refunded.
• Gift cards cannot be replaced or returned.
• Sexual Wellness products are not qualified for returns.
Reasons for Return
We understand that there are different reasons why you might need to return an item. Here are the circumstances under which we accept/not accept returns:
• Received Incorrect Product or Incomplete Order: We strive for accuracy, but mistakes can occasionally happen. If you receive an incomplete order, we sincerely apologise. Please contact our customer service team and provide a photograph of received goods and proof of purchase. If we made a mistake, we’ll gladly accept a return, cover the postage, and/or provide a resolution — either sending the correct product at our expense or issuing a refund — to ensure your satisfaction.
• Faulty Item: We take pride in the quality of our products. If you receive an item that is defective or defective, please accept our apologies. Please contact our customer service team and provide a photograph received goods and proof of purchase. We'll happily accept a return, fund the postage and provide a resolution (sending a new product at our expenses or refunding) to ensure your satisfaction. Please note that if you receive a product that has been damaged in transit in the hands of Australia Post, it will not be subject to a replacement/refund from us. We’ll have to go through the Australia Post process.
• Change of Mind: We do accept a change of mind but the customer will have to initiate the return process with our customer service within 7 days. The customer should send back the product/s including promotional items and gifts with purchase. The refund is processed if the items are in a sellable condition less a $25 admin & shipping fee.
How to return an item
1. To initiate a return, please email our customer service team within 7 days at hello@frenchbeautyco.com.au. Make sure to specify the reason for your return in the email's subject line and to briefly explain your request including the order number. Please add a photo of the product together with the parcel it came in.
2. Once you have received a return authorisation, pack the item securely in its original packaging, including all accessories and documentation.
3. You will be sent a return label from French Beauty Co. Then post the item back to us using the trackable shipping method to C #16 1-5 Lake Drive, Dingley Village 3172, Victoria. You are responsible for the safe return of the merchandise.
4. Once we receive your returned item(s), we will inspect them and process the replacement or refund.
Refund processing time
Once we receive your returned item, inspect it and choose to refund it, we will process your refund within 7-10 business days. The time it takes for the funds to appear in your account may vary depending on your bank.
Shipping costs
The cost of returning the item is the responsibility of the customer. However, if the item is defective or incorrect, we will cover the return shipping costs.
Transit Damage and Loss Policy
Once an item leaves our premises, custody transfers to the designated courier. For orders valued under $100, any claims for damage or loss incurred during transit must be lodged directly with the courier (e.g., Australia Post). For orders over $100, we recommend purchasing additional courier insurance at checkout, as couriers generally limit liability on higher-value shipments. If, however, your item is received in a damaged condition or fails to arrive, please notify us in writing, accompanied by supporting evidence (such as photographs), within 48 hours of delivery (or the expected delivery date). We will then liaise with the courier to resolve the issue in accordance with Australian Consumer Law, ACCC, and Consumer Victoria guidelines. Please note that our liability does not extend to events occurring outside our control once the item is dispatched.
Additional information
• Sale items: Refunds for sale items will be issued at the original purchase price.
• Clearance items: These items are not eligible for refund/exchange.
• Custom orders: Custom orders are not eligible for return or exchange.
• Gift with purchases: With any returns, gift with purchases will be forfeited, you need to return it back with the returning item/s. If you would like to keep the gift, the value of the gift will be credited from your return value.
• Exchange: If you wish to exchange your returned item for another product, please contact our support team. They will review your case to determine if the item qualifies for an exchange.
If you have any questions about our return policy, please contact our customer service team at hello@frenchbeautyco.com.au or call us any time Monday through Friday, 8.30AM-4.00PM at 0434 934 236.