Shipping policy
Shipping Policy
Face Factory Australia
Last updated: 19 December 2025
Thank you for shopping with Face Factory Australia.
We are committed to processing and delivering your orders as efficiently and securely as possible.
Please review the information below for details on our shipping and delivery process.
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Order Processing
All orders are processed within 1–2 business days, excluding weekends and public holidays.
During peak periods, processing times may be slightly extended.
Once an order has been processed, it can no longer be modified or cancelled.
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Shipping Times
Delivery timeframes vary depending on your location and the shipping method selected at checkout.
All delivery time estimates provided are estimates only and are not guaranteed.
Face Factory Australia is not responsible for delays caused by factors beyond our control, including but not limited to:
• high parcel volumes
• courier service disruptions
• customs processing
• weather conditions
• incorrect or incomplete delivery information provided at checkout
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Shipping Confirmation & Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Please allow up to 24 hours for tracking information to become active.
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Shipping Addresses
Orders are shipped to the delivery address provided at checkout.
Face Factory Australia is not responsible for:
• incorrect or incomplete addresses
• parcels delivered to the wrong location due to customer entry errors
• lost parcels resulting from inaccurate address details
If a parcel is returned to us due to an incorrect or incomplete address, the customer will be responsible for:
• the return shipping fee, and
• the cost of reshipping the order
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Lost, Delayed or Stolen Parcels
Once an order has been handed over to the courier, responsibility for the parcel transfers to the customer.
In cases where a parcel is delayed, lost, or marked as “Delivered” but not received, customers must contact the courier directly.
Face Factory Australia is not liable for:
• parcels stolen after delivery
• courier-related delays
• parcels marked as delivered by the courier
We will, however, assist customers by supporting courier investigations where appropriate.
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International Shipping (Including New Zealand)
International customers are responsible for any additional charges imposed by their local authorities, including:
• customs duties
• import taxes
• GST or similar fees
Face Factory Australia has no control over these charges and cannot predict their amount or processing time.
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Refused Deliveries
If delivery of a parcel is refused:
• the item must be returned in its original condition
• return shipping costs will be deducted from the refund
• original shipping fees are non-refundable
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Damaged Items
If your order arrives damaged, please contact us within 48 hours of delivery and include:
• your order number
• clear photos of the product and packaging
We will review the claim and advise on the next steps.
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Contact Us
For any shipping-related enquiries, please contact:
hello@face-factory.com.au