SHIPPING & RETURNS
SHIPPING POLICY
Peppr Beauty currently ships within Australia and New Zealand delivering your order straight to your door with reliable Standard and Express shipping options.
Processing Time
All orders are processed within 1–2 business days from the time your order is placed.
Delivery Timeframes
Shipping timeframes begin after your order has been dispatched, not from the time the order is placed.
AUSTRALIA
NSW
Sydney Metro: 1–2 business days (Express: Next business day)
Regional NSW: 2–3 business days (Express: 1–2 business days)
Country NSW: 3–4 business days (Express: 2–3 business days)
ACT
2–4 business days (Express: 1–2 business days)
NT
5–7 business days (Express: 2–4 business days)
TAS
Metro & Regional Tasmania: 3–6 business days (Express: 1–3 business days)
SA
Adelaide Metro: 3–5 business days (Express: 1–2 business days)
Country SA: 4–7 business days (Express: 2–3 business days)
VIC
Melbourne Metro: 2–4 business days (Express: 1–2 business days)
Regional VIC: 3–6 business days (Express: 1–3 business days)
QLD
Brisbane Metro: 2–4 business days (Express: 1–2 business days)
Regional/Country QLD: 4–7 business days (Express: 2–3 business days)
WA
Perth Metro: 4–6 business days (Express: 2–3 business days)
Country WA: 5–8 business days (Express: 3–4 business days)
NEW ZEALAND
Standard International: 5–9 business days
Express International: 2–5 business days
Additional Notes
For Australian Orders:
Orders placed before 2pm AEST for orders are packed and dispatched same business day
Orders placed after 2pm AEST are dispatched the next business day
Shipping estimates are based on average delivery times and may vary slightly depending on your location and the current performance of the postal network
SHIPPING FEES
AUSTRALIA
Standard Shipping: $7.95 AUD (flat rate)
Express Shipping: $12.50 AUD (flat rate)
Free Standard Shipping on orders over $65 AUD
NEW ZEALAND
Standard Shipping: $13 AUD (flat rate)
TRACKING & ADDRESS ACCURACY
Once your order has shipped, you’ll receive a tracking number via email.
Please make sure your shipping details are entered correctly at checkout — we’re unable to make changes once your order has been dispatched.
Peppr Beauty is not responsible for lost or stolen packages due to incorrect shipping details.
If you placed an order with an incorrect address or product, please email us immediately so we can attempt to make changes to your order before it's dispatched.
Returns, exchanges & refunds policy
Last updated: 12 October 2026
This policy covers orders placed on pepprbeauty.com.au and shipped within Australia and New Zealand. Every return, exchange or claim must be requested through our Return Request Form and approved by us before anything is sent back.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights. New Zealand customers have rights under the Consumer Guarantees Act 1993.
At a glance
|
Situation |
Report within |
Condition |
Outcome |
Return shipping |
|---|---|---|---|---|
|
Change of mind |
14 days of delivery |
Unopened, unused, seal intact |
Refund, store credit or exchange |
Paid by you |
|
Damaged in transit, wrong or missing item |
7 days of delivery |
Photos or video of package and product |
Replacement, or refund if unavailable |
Paid by us |
|
Faulty product |
7 days of delivery |
Photos and video showing the fault |
Replacement or exchange, or refund for a major failure |
Paid by us |
How to request a return or claim
- Submit an email to our support team (support@pepprbeauty.com.au). You'll need your order number, the email used at checkout, the item, the reason, and any required photos or video.
- We'll review your request within 1–2 business days. If approved, we'll email you a return authorisation (RA) number and the return address.
- Ship the item within 7 days of approval, packed securely, with your RA number inside the package. Approvals expire after 7 days.
- Returns sent without approval, without an RA number, or to the wrong address may be refused and won't be refunded.
Change-of-mind returns
You can return a product within 14 days of delivery if it is:
- unopened, unused and unswatched
- in its original packaging, with the seal intact
- bought directly from pepprbeauty.com.au
For hygiene reasons, opened, swatched or used products can't be returned for change of mind. There are no exceptions.
- Return shipping is paid by you. Please use a tracked service — we aren't responsible for returns lost or damaged on the way back to us.
- Original shipping costs aren't refunded.
- Refunds cover the amount you paid for the item, after any discounts.
- Final sale (not returnable for change of mind): sale items, gift cards, free gifts, samples, and bundles or sets with any item opened.
Exchanges
Unopened products can be exchanged once per order for another shade or product within 14 days of delivery. Return shipping is paid by you. We'll ship your new item once your return arrives and passes inspection. [Shipping on the new item: free standard shipping OR charged at the standard rate — confirm.]
If the new item costs more, we'll send you a link to pay the difference. If it costs less, we'll refund the difference. Faulty items are exchanged at no cost — see below.
Damaged, incorrect or missing items
Report these within 7 days of delivery through the Return Request Form, with:
- photos of the outer package and shipping label
- photos or video of the damaged, incorrect or missing item, with its packaging
We recommend filming as you open your parcel. Claims without photos or video may not be approved. We check every claim against our warehouse packing records.
Faulty items
Report a faulty product within 7 days of delivery through an email return request with:
- photos and a short video clearly showing the fault
- a photo of the product's packaging and the shade name
Once we've confirmed the fault, we'll replace or exchange the item for the same product or another shade, at no cost to you. If the fault is a major failure, or a replacement isn't available, you can choose a refund instead.
If we need the item back to inspect it, we'll email you a prepaid return label. Your replacement or refund is issued once it arrives.
Reporting within 7 days lets us check the issue while the product is close to new. Reporting later doesn't remove your rights under the Australian Consumer Law, but a fault can be harder to confirm once a product has been used.
What isn't a fault
- a shade, finish or wear time that isn't what you hoped for once opened
- a product that has been used up or is near empty from ongoing use
- damage from misuse or storage, such as leaving it in a hot car, in direct sun, or with the cap off
- normal changes after a product has been open for a long period
- a small amount of ink around the collar of the applicator on first opening, caused by movement in transit
If you have a reaction to a product, stop using it and contact us with your order number and details. We review these case by case. We always recommend a patch test before first use.
Inspection
Every return is inspected when it arrives. We won't refund change-of-mind returns that are opened, used, damaged, incomplete, or not the item we sent. We'll let you know and can send them back at your cost. Items not claimed within 30 days of our email are disposed of.
Refunds
- Approved refunds are processed within 5 business days of your return passing inspection, to your original payment method. Your bank may take a further 5–10 business days to show it.
- Orders paid with Afterpay, Shop Pay Installments, Klarna or similar are refunded through that provider.
- Store credit is issued by email as a gift card code.
- If a change-of-mind return takes your order below a promotion's threshold, such as free shipping or a bundle discount, your refund is adjusted to reflect the price or shipping you would otherwise have paid.
- Free gifts that came with your order must be returned with it, or their value is deducted from your refund. This doesn't apply to faulty items.
Chargebacks
Please contact us before opening a dispute with your bank or card provider — most issues are sorted faster directly. If a chargeback is filed, we'll provide your order details, delivery tracking and our messages with you to the card provider, and any open return or claim is paused until the dispute is resolved. An order refunded through a chargeback can't also be refunded or replaced by us.
Bought from a retailer?
If you bought Peppr from a retailer, please contact them for returns. Their policy applies.
Policy abuse
We handle genuine issues quickly and fairly. We may decline a return or claim, limit future returns, or refuse future orders where we reasonably suspect misuse of this policy — for example, repeated claims, claims without evidence, or returning items that aren't the ones we sent.
Changes to this policy
We may update this policy at any time. The version posted when you placed your order applies.
Questions
Email support@pepprbeauty.com.au. We reply within 1–2 business days (Monday to Friday).
Peppr Beauty Pty Ltd · ABN 56 685 765 128