FREQUENTLY ASKED QUESTIONS

WHY CAN'T I LOGIN USING THE EMAIL ATTACHED TO MY ACCOUNT?

Welcome to our new site! We have transferred all your orders over to the new platform, and turned your store credits into either loyalty points, or gift cards.

To access your account you will need to activate it via the activation link sent to your email address. Didn't receive it? Contact us to request it be sent again.

 

IS YOUR SITE SAFE AND SECURE TO SHOP FROM?

Yes! Our site is encrypted with an SSL certificate, using a platform that is Level 1 PCI compliant as well as Bank vault security, protecting you from hackers. Your orders are safe with us.

comodo-secure.png

 

MY TRACKING SAYS DELIVERED BUT I HAVEN'T RECEIVED IT

If you are trying to find a missing or late mail item, there are a few things you can check in the first instance.

  • Tracking 
    If the article was sent using a tracked service, use our track your item tool to check its status.
  • Address details 
    Check the address details with the sender to make sure the item was correctly addressed.
  • Card received
    Check if an 'Item Awaiting Collection' or 'Safe Drop' card has been left in the letterbox or under the recipient's door.
  • Accepted by others
    Check if anyone else at the address has accepted or signed for the item.
  • Delivery times
    Check delivery times to see when the item should be received.

More info here: https://auspost.com.au/receiving/missing-damaged-or-delayed-items/find-a-missing-item

ARE YOUR PRODUCTS PALM OIL FREE?

Palm oil is destructive to wildlife, biodiversity, and is one of the main causes of deforestation. It is also contributing to climate change. Furless supports the use of palm oil sourced from accredited sustainable sources.

  

DO YOU HAVE AN AFFILIATE PROGRAM?

Yes, you can apply for it here.

 

WHICH PAYMENT METHODS DO YOU TAKE?

We accept PayPal, credit card (VISA, MasterCard, American Express), Afterpay, zipPay, LayBuy, and direct deposit. Please note that direct deposit is available for customers with an Australian bank account only.

 

WHEN WILL I GET MY EXPRESS POST ORDER?

Express Post orders placed before midday 12 pm are shipped out the same day, otherwise, they are shipped the next business day.

Express Post is a guaranteed next day delivery service.

Please note that the Express Post service only applies to those who live within the Express Post areas.

 

HOW MUCH WILL MY ORDER COST IN MY CURRENCY?

You may use the currency converter at the top of the page to figure out the cost of your order in your own currency.

Note the conversion is a guide, and you will be charged in AUD at the checkout.

 

HOW MUCH DOES SHIPPING COST?

Furless has a flat rate of $8.30 within Australia.

International orders are calculated by the shopping cart shipping calculator based on weight. In order to calculate the price, add the products you want to your cart, go to the checkout, and select the country you wish to ship to. The cart will then give you a shipping estimate.

For more information on postage click here.

 

ARE THERE SHIPPING RESTRICTIONS?

 

Nail polish cannot be shipped internationally, or via Express Post. Standard shipping within Australia will only be accepted, as nail polish are classed as dangerous goods, and cannot be sent via air.

 

Nail polish CANNOT be shipped to the following postcodes:

 

Tasmania:

7255, 7256, 7257

South Australia:

5710

Western Australia:

6161, 6434, 6440, 6446, 6635, 6701, 6713, 6721, 6730, 6752, 6762, 6429, 6435, 6441, 6447, 6638, 6705, 6714, 6722, 6731, 6753, 6765, 6430, 6436, 6442, 6448, 6639, 6707, 6715, 6723, 6733, 6754, 6770, 6431, 6437, 6443, 6450, 6640, 6710, 6716, 6724, 6740, 6758, 6798, 6432, 6438, 6444, 6532, 6642, 6711, 6718, 6725, 6743, 6760, 6799, 6433, 6439, 6445, 6537, 6646, 6712, 6720, 6728, 6751, 6761

Northern Territory:

0822, 0852, 0860, 0872, 0880, 0881

Queensland:

4470, 4476, 4482, 4488, 4494, 4821, 4827, 4873, 4897, 4885, 4891, 4471, 4477, 4483, 4489, 4495, 4822, 4828, 4874, 4880, 4886, 4472, 4478, 4484, 4490, 4496, 4823, 4829, 4875, 4881, 4887, 4473, 4479, 4485, 4491, 4497, 4824, 4830, 4876, 4882, 4888, 4474, 4480, 4486, 4492, 4498, 4825, 4871, 4877, 4883, 4889, 4475, 4481, 4487, 4493, 4816, 4826, 4872, 4878, 4884, 4890

New South Wales:

2836, 2880, 2898, 2899

At the moment, the shopping cart will still allow you to put nail polish in your cart and checkout. We may need to refund you the cost of the polish before shipping the rest of your order.

 

HOW LONG DOES POSTAGE/SHIPPING TAKE?

Orders posted within Australia generally take between 1 - 7 days - longer for remote areas.

Parcels sent within Australia can be estimated here: https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

International orders average around 10 working days, or 2 weeks to arrive, though parcels can take up to 4 weeks, and sometimes even 8 weeks to certain countries.

For more information on shipping, please click here.

Express Post orders arrive guaranteed the next day, assuming the destination is within the Express Post delivery area. Orders are dispatched the same day if made before midday 12 pm, otherwise, they are sent out the next business day.

Parcels sent via DHL can be tracked here: https://webtrack.dhlglobalmail.com/

HOW DO I PAY VIA DIRECT DEBIT?

You may pay via direct debit if you own an Australian bank account.

PAYING VIA DIRECT DEBIT:
Account Name: Furless
BSB: 302162
Account Number: 0620450

Do not forget to include the order number in the comments of the bank transfer so that we can match it to your order.

 

DO YOU TEST ON ANIMALS?

No. Check out our animal testing policy here.

 

DO YOU SHIP INTERNATIONALLY?

Yes! For more information on postage click here.

 

DO YOU OFFER FREE SAMPLES TO BLOGGERS?

In place of free product requests, we have created an exclusive discount for bloggers and YouTubers.

To apply, click here.

 

HOW DO I RETURN AN ITEM?

If you are not completely satisfied with your Furless purchase, send the item back to us within 30 days after confirmed delivery, and we will either replace the item free of charge or refund your money, less shipping costs.

Please contact us to discuss refunds and returns.

Send your items to:

Furless

PO Box 202

Ourimbah NSW

Australia

 

DO YOU HAVE AN INDUSTRY DISCOUNT FOR MAKEUP ARTISTS?

Yes! We offer a 20% discount to makeup artists working in the industry. To apply, click here.

 

ARE ALL YOUR PRODUCTS VEGAN?

Yes! We are certified vegan and cruelty free by Choose Cruelty Free, and PETA.

 

DO YOU OFFER DISCOUNTS TO STUDENTS?

No, we don't sorry.

 

WHERE ARE YOUR BRUSHES MADE?

Our brushes are made in China, in a sweatshop and child labour free factory. 

 

HAS YOUR MICA BEEN SOURCED FROM RESPONSIBLE MINES?

The mica used in our eyeshadow is mined in India, in a child labour free mine. We requested a signed statement from our supplier guaranteeing the mica has been sourced responsibly.

 

WHAT TYPE OF SILICA IS USED IN YOUR PRODUCTS?

The silica we use in our products is cosmetic grade hydrated silica/silicone dioxide.