Frequently Asked Questions
What is DB Cosmetics' Money Back Guarantee?
We have a Money Back Guarantee if you are not satisfied with any item purchased from our website. For further details, please review our Returns & Refund Policy or contact us.
What is DB Cosmetics' Gift with Purchase program?
We reward our DB customers with a free gift with 3 or more full price products, 365 days a year.
Our gifts are valued at between $5 and $20 and we regularly change these throughout the year to provide variety and inspiration.
Limited to one per transaction. Product must be added at the checkout to receive the free gift. Excludes clearance items.
What are the DB shipping rates?
Standard Shipping
- AUD $9.99
- FREE Shipping, if your order is over $60* - After discounts.
*Free shipping threshold is subject to change and may not available during times of promotion.
How do I track my order and my order history?
By EMAIL
Your order confirmation email (we send to you immediately after you order) will contain status details about your order and a 'tracking' link to a status page. Any further changes to your order, you will receive immediate updates via email.
By SMS
If you opted into receiving SMS updates after completing your order, you will receive short text messages if your order has been shipped, out for delivery or delivered.
By SHOP App
If you have downloaded the Shop App, you can register your order and then receive immediate notifications about changes to your order status. You can register your order with the Shop App, after completing your order.
Past Order History
If you have registered an account with us, you will be able to track your order history online. Just use the same email address you checked out with to register your account.
When can I expect my order to delivered?
We make every effort to dispatch online orders within 2 business days. Orders placed on a Friday, Saturday or Sunday are processed on Monday. Orders placed on a public holidays are processed the following business day.
Delivery and processing times may be longer than normal
during peak periods such as Christmas or during sales. Please allow extra time for delivery during these peak times.
Do you ship Internationally?
We don't ship outside Australia. Please visit our NZ website for delivery to New Zealand.
What payment options do you accept?
We accept Mastercard, Visa, PayPal and AfterPay.
What is your returns policy?
Please read our returns policy for further details.
I have decided I don't want the product I purchased. Can I get a refund?
If you have changed your mind, we may offer you a refund provided that the request is made within 14 days of purchase.
To be eligible for a return, the items must be in saleable condition
It is unused with all original sealed packaging and where the product seal is not broken or tampered.
You must also be able to provide satisfactory proof of purchase.
Please read our returns policy for further details.
Can I cancel my order?
You may cancel your order as long as it has not yet been dispatched from our warehouse.
You can check this by tracking your order using the link in your order confirmation email.
Please immediately contact customer care.
Can I change my order after it has been submitted?
You may change your order as long as it has not yet been dispatched from our warehouse and within 12 hours of your order being processed, then please immediately contact customer care.
You can check this by tracking your order using the 'status' link in your order confirmation email.
What if I order the wrong colour shade?
When ordering, please choose your product shades carefully as we do not offer refunds for the incorrect colour choice.
If you have a question about any colour, please contact customer care.
How do I register an online account?
You can create an account when you checkout or you can create an account here.
Why should I register an account?
The next time you shop with us, you can see your past order history, update your delivery address and contact information and save time at the checkout!
How do I access my account?
You can access your account by signing in, after you have received your username / password.
I can't remember my password. How do I reset it?
You can reset your password at the login page.
An email will immediately be sent to you with instructions on how to reset your password.
What happens if I don't receive a reset password email?
It may be that you don't have an account registered.
You can create an account when you checkout or you can create an account online by completing this form.
If you receive an error that an account already exists, you may need to contact customer care for further assistance
Afterpay
What is Afterpay?
Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free.
Why use Afterpay with DB Cosmetics?
1. Easy to apply: Simple and easy to join. Set up an account in minutes. Credit checks apply.
2. Spend limits are dynamic and start low: Once approved, enjoy your dynamic spending limit. We start new customers at a lower spend limit and may increase it gradually over time.
3. Accepted online: Once approved, you can pay it in 4 whenever you shop with DB Cosmetics.
4. It’s easy to manage your account in the app: Track your payments, check available spend limits, and make early payments in the Afterpay App.
How does Afterpay work?
When you use Afterpay, you pay for your items in 4 instalments over 6 weeks, without incurring any interest. To use Afterpay, add items to your shopping cart then select Afterpay from the available payment options. You pay for the first instalment of 25% at the time of purchase, and the remaining three instalments will be automatically deducted from your nominated debit or credit card over the following six weeks.
How do I set up an Afterpay account?
Step one: Add your items to your shopping cart.
Step two: Select Afterpay as your payment method at the checkout.
Step three: You’ll be redirected to Afterpay to login or create your account.
Step four: Your payment schedule will be displayed.
Step five: Track your payments, check available spend limits, and make early payments in the Afterpay app.
To set up an Afterpay account you’ll need to:
- Live in Australia or New Zealand
- Be over 18 years of age
- Have an Australian/New Zealand debit or credit card
- Have a valid and verifiable email address and mobile number
- Have a valid and verifiable email address and mobile number
- Be capable of entering into a legally binding contract
- Credit checks apply
For full terms and conditions visit www.afterpay.com/terms.
Are there any fees for using Afterpay?
Afterpay caps late fees to help keep costs manageable for customers who miss a payment. Late fees will never exceed 25% of the order total or $68 per order, whichever is lower.
How this works:
- For orders under $40: A one-time late fee of up to 25% of the order total applies
- For orders of $40 or more: A $10 late fee is charged when a payment is missed. If the outstanding amount remains unpaid after seven days, an additional $7 late fee applies . This is the same for all late payments until the 25% cap or $68 amount is reached. To remain within the cap, we may charge partial amounts of the $10 and $7 fees.
- You can check your General Terms for other late fees caps that may apply.
- Afterpay is committed to doing everything they can to help you not miss a payment, including sending you payment reminders and offering options to reschedule upcoming payment dates.
- Afterpay is designed to be completely different to traditional credit products that charge interest, so that customers are never in a situation of high compounding interest and revolving debt.
Is Afterpay accepted in-store and online?
Afterpay can be used online and in stores, depending on the retailer or service. To shop in-store, you’ll need to download the Afterpay app and set up the Afterpay Card. You can add it to your digital wallet via the ‘In-store tab’ in the app. Then when you’re shopping in-store, just tap to pay with Apple Pay, Google Pay or Samsung Pay. To shop online, select Afterpay as your payment method at the checkout. You’ll be redirected to Afterpay to login or create your account.
Is Afterpay safe to use?
Afterpay has been built with a range of security features and services to help keep your accounts secure, including monitoring transactions to identify fraudulent trends and behaviours, multi-factor authentication, and encryption to protect your information. You can find out more on at Afterpay’s safety and security page.
What happens if I require a refund and paid using Afterpay?
Items purchased with Afterpay can be returned for an exchange or refund, subject to DB Cosmetic’s Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.
Where can I find out more about Afterpay?
To find out more, visit the Afterpay website.
Where can I access your Privacy Policy?
Please read our privacy policy for further details.
How secure are my personal details?
When you place an order, you will be asked for the following personal information: your name; e-mail address; delivery address; and phone
number.
We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order.
For example, the financial institution that issued your credit card and the shipping carrier that delivers your order.
Is it safe to enter my credit card details?
Yes, your personal information and online credit card transactions are transmitted through a secure connections.
Please note: DB Cosmetics does not store or record your credit card details.
In the event of unauthorised use of your credit card, you must notify your credit card provider.