Exchange & Return
At BEAUTE KNOWS, we know that shopping for skincare, fragrance and beauty online takes a leap of trust — and we don't take that lightly. Every item in our curated collection of over 80 world-renowned brands, including Lancôme, Bvlgari, Armani, Helena Rubinstein and Chanel, is sourced with care, checked before dispatch, and backed by a team who genuinely wants to get things right for you. If something isn't quite right, we're here to make it as simple as possible to put right.
HOW TO REQUEST A RETURN OR EXCHANGE
Please contact our Customer Support team within 45 days of purchase, along with proof of purchase, to request a return or exchange. To be eligible, items must be in their original purchase condition with all packaging intact:
- Unopened
- Unused
- Unmarked
- Not defaced in any manner
We ask for original condition because it's how we protect the authenticity and quality of every product we sell — the same standard that lets us guarantee everything on our shelves is genuine. Items purchased as part of a set or multi-item pack must be returned as a complete set. Refunds are applied to the original payment method used.
EXCHANGES
Looking for a different size, shade, or scent? We're happy to help — exchanges are handled personally by our Customer Support team on a case-by-case basis, so simply reach out with your order details and what you'd prefer instead. If a direct exchange isn't available, we'll process your return for store credit so you can shop for the right fit straight away.
CHANGE OF MIND
Sometimes something just isn't the right fit, and that's okay. For change-of-mind returns, items must meet the return criteria above. Return postage is the responsibility of the customer, and once your return is received and approved, the purchase amount will be refunded as store credit — ready to use on your next BEAUTE KNOWS order.
FAULTY, INCORRECT OR DAMAGED ITEMS
If your order arrives faulty or damaged, we're truly sorry — this isn't the experience we want for you. Please take clear photos and contact Customer Support as soon as possible so we can assess and resolve it quickly. Once approved, we'll provide a free return label and arrange a replacement or refund.
If you've received an incorrect item, the same applies — send us photos and get in touch, and we'll arrange a free return label once approved.
GIFT CARDS & VOUCHERS
Gift cards and vouchers cannot be returned or redeemed for cash, unless deemed faulty under Australian Consumer Law.
RETURN SHIPPING INSTRUCTIONS
- Contact Customer Support at support@beauteknows.com.au to start your return or exchange.
- Once approved, we'll issue a Return Authorisation Number (RA#) — carefully package your item(s) in their original condition.
- Include your proof of purchase in the package, with the RA# clearly written on it.
- For change-of-mind returns, postage is the customer's responsibility. For faulty or incorrect returns, we'll provide a free return label.
- Send your approved return to:
BEAUTE KNOWS Returns Department
BEAUTY KNOWS GROUP HOLDING PTY LTD
Attn: Returns Processing
Office 11/1-17 Elsie St, Burwood, NSW 2134
Australia
Please ensure your parcel is securely packaged and trackable — BEAUTE KNOWS is not responsible for returns lost in transit. Returns sent without prior approval unfortunately cannot be accepted, as we're not able to verify or process them without an RA#.
REFUNDS
Once we receive your returned item in its original condition, refunds are processed within 7 business days. Please allow a further 3–5 business days for your bank or payment provider to release the funds.
We handle every return the same way we handle every order — with genuine care and attention. If anything about your experience with us falls short, we want to know, and we'll do what we can to make it right.