PLACING AN ORDER AND ORDER CONFIRMATION

Are the product stock levels on the website live?
We aim to have stock levels updated at all times. However, please note we have limited stock available and stock is not reserved until payment is complete.

Is there a maximum order value/quantity limit?
There is a total maximum order limit of AUD$5000 incl. GST. Each product also has a limit of 6 units per customer.
There is also a limit of one order per customer during each sale period, based on the customer email address. Once you’ve placed your order, you will no longer be able to access the store.

Which payment methods can I use?
Payment methods include Credit or Debit card (including Visa, Mastercard and American Express) and PayPal.

Is the payment secure?
Yes, it is. All information sent to the payment service providers is encrypted and protected with the latest TLS technology, most widely used in the world. It is the guarantee that the transmission of your sensitive information is secure. Moreover, we do not store any payment card information on our servers. The transaction statement will be labelled Scalefast in your bank account.

Why Am I getting charged international transaction fees?
Your purchase of the Product may be subject to international transaction fees depending on your chosen payment method and your financial institution. If international transaction fees apply, Scalefast will charge you the amount of the international transaction fee. Prior to making a Purchase Order for a Product, you may wish to contact your financial institution to determine whether any international transaction fee would apply for the purchase of the Product.

Are my personal details kept private when ordering?
Yes, please refer to our privacy policy https://familyandfriends.loreal.com.au/docs/privacy

I did not receive an email confirming my order. What can I do?
Once you have completed payment a confirmation email will be sent to the email address you provided during the check out process. This email will be sent from [email protected].
First, please verify the email did not come through as spam. If not, please contact us, providing us with all your purchase details so we may verify your purchase status. Customer support can be reached at the following email address: [email protected]

Where can I find my order ID?
Your order ID can be found in your order’s confirmation email from [email protected] once your purchase has been completed.

Can I cancel or change my order after I have placed it?
Orders cannot be changed once placed. However, you may request a cancellation if your order has not yet been dispatched from our warehouse. Please email customer support at [email protected]

What is Scalefast?
Scalefast Inc. is a L’Oréal Australia Pty Ltd trusted partner and the authorised vendor of the products on the official L’Oréal Family and Friends Store website. By purchasing products from this website, you enter into an agreement with Scalefast Australia PTY LTD.

Scalefast appears on my account statement. Shouldn't I be billed by L’Oréal?
No, Scalefast is a trusted L’Oréal Australia Pty Ltd' partner and the authorised merchant for the products available in this online store. By purchasing products from this website you enter into an agreement with Scalefast Australia PTY LTD.

CUSTOMER SUPPORT

How do I contact customer support?
For any questions relevant to the ordering process, please contact customer support at the following email address: [email protected]

SHIPPING AND DELIVERY

How can I track my order?
Once your order has been dispatched from the L’Oréal warehouse, an email will be sent with a tracking number and instructions.

Can I get my order delivered overseas?
Unfortunately, no. We can only ship orders within Australia.

How long will delivery take?
We aim to deliver all orders within 1-3 weeks after receiving your order. Please note this is a guide only and deliveries may take longer depending on your location in Australia. If you have further queries regarding delivery, please contact Customer Support at [email protected].

What happens if I am not at home during delivery?
CouriersPlease is our delivery partner and all deliveries will need to be signed upon receipt of your parcel. If you are not at home, the driver will leave a 'Sorry We Missed You' card either at your front door or in your letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.

Can I have my delivery redirected to a different address?
Please email Customer Support [email protected]. However, once your order has been dispatched from our warehouse, we are unable to amend the delivery address.

What is the delivery fee?
Orders with a value of AUD$250 incl. GST and over will receive free delivery. Orders under AUD$250 incl. GST will incur a flat delivery fee of AUD$10 incl. GST.

CLAIMS, RETURNS AND REFUNDS

If there is an issue with my order, how do I proceed?
If your order is missing a product or you have any concerns, please email our Customer Support team at [email protected] and provide your order details to have this investigated.

My order arrived damaged. How do I get this replaced?
Please email our Customer Support team at [email protected] and provide your order details to have this investigated. Please also include photos of the damages.

If I received the incorrect order, who covers the returns costs?
L’Oréal will pay for the incorrect order to be returned via Reply Paid address, and replaced with correct order (subject to availability of stock). For tracked returns, the extra cost will need to be covered by the customer. Please email our Customer Support team at [email protected] and provide your order details to have this investigated.

I never received my order. What do I do?
Please email our Customer Support team at [email protected] and provide your order details to have this investigated.

I have been overcharged for my order. What do I do?
Please email our Customer Support team at [email protected] and provide your order details to have this investigated.

What is your returns policy?
We do not accept returns or exchange of products for change of mind.
If you receive a product which has been sent in error, or which doesn’t comply with its specification, contact us immediately at [email protected]. You must return the affected Product to us within 7 working days of you receiving it, in its original form and packaging. Once we receive it, we will inspect it and investigate any claimed defects as quickly as possible. If we determine that the product is defective, or if it has been sent to you in error, we will either refund the price you paid and the postage costs, or we will exchange the product and send you an alternative (subject to stock availability), at our discretion.

When will I receive a refund for my return?
Refunds will be processed in 3-5 business days once the stock has been returned to our warehouse and processed by our returns team.

What should I do if I have been refunded incorrectly?
Please email our Customer Support team at [email protected] and provide your order details to have this investigated.

For more information, you can access our Terms and Conditions here:
https://familyandfriends.loreal.com.au/docs/cgv