Frequent Asked Questions

  • How can I pay for my products?

    We accept – Visa, MasterCard, AMEX and PayPal. You can use Pay Pal even if you don’t have a Pay Pal account – click the link at the bottom right of the Pay Pal screen. If you don’t want to use a credit card over the internet you have the option of paying directly into our bank account. Once we have received the funds your order will be automatically placed.

  • Are these products available to all countries?

    At this time we are only able to offer you these products within Australia.

  • Can I make an exchange or get a refund?

    We ask that you careful select the products you’re about to purchase as we do not offer refunds or exchanges due to the nature of cosmetics. Only exception is when a product if found to be damaged or faulty.

  • Are my personal details secured?

    Yes. All the information we request is purely for the purpose of processing your orders and occasionally we may send out updates and notifications of upcoming promotions. We do not sell, rent or pass your information onto third parties, unless required by law.

  • How/when will my item be shipped?

    Product orders are generally shipped within 2- 5 business days of payment received. We ship through Australia Post small, medium, large and extra large – if it packs, it posts national flat rate pricing range plus packaging. Economy up to 5 kg – small $10, medium $14.50, large $18.50, extra large $23.00 Express up to 5 kg – small $13.50, medium $17.00, large $ 22.00 extra large $27.00 Regular post (Economy) can take between 3-5 days depending on your location. Express post is 1-2 days delivery if you are located in the metropolitan area. ***Due to COVID-19, there can and has been delays beyond our control***

  • What if we don’t have the item you ordered in stock?

    We will contact you via email or phone to discuss options.


Advice and information presented on this website is of a general nature only and is not intended to constitute or replace professional advice for individual or specific conditions. While we make every effort to ensure that the information is correct, we take no responsibility for any loss or damage arising from its use. The use and selection of cosmetic products and other beauty-related products, requires utmost care to be certain that any directions and warnings from the manufacturer are observed and followed, and that Customer is aware of the possibility that some people may have allergic or other reactions to such products. The Face Agency is not the manufacturer of these products, therefore it is not responsible for any reaction or any failure of a product to satisfy any special use, requirements, or otherwise meet the needs or expectations of the Customer. Customers are advised to read and strictly follow the label, all packaging inserts and instructions and all manufacturer directions and warnings. Since the Face Agency is not the manufacturer of the products it reviews and or distributes, Face Agency does not accept any liability for the failure of products it sells to meet any specific needs of a user of the product or for any loss, damage or injury caused by such products.

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