FAQs
Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.
Product Information
Are your products safe for sensitive skin?
Our products don't use any harsh ingredients, and we have gotten feedback from those who have sensitive skin that their skin loves these products! However, most of our products do include fragrance and mica powder, so if you find that your skin reacts to fragrance, you may want to opt for our Plain Jane option, which has no fragrance and no mica powder.
Do you offer samples or sample sizes?
Our Whipped Body Butter comes in a sample size, which is 40g. It's perfect for testing out the formula on your skin before committing to a full sized product. Our other products currently don't come in a sample size, but you may want to try our Fragrance Sampler Vials. These are 1mL dropper bottles that have our available fragrances so that you can test a fragrance before buying any product.
How should I store my products?
Make sure to always store your products in a cool place away from direct sunlight. Some of our products are a blend of butters and oils designed to melt into your skin, meaning it will melt if it spends too much time in the sun!
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, eftpos, Shop Pay, and Union Pay. If you're purchasing from us at a market, you're welcome to pay with cash or card, we accept both!
We're also so excited to be able to now offer Afterpay!
Can I edit or cancel my order?
As long as the order hasn't been fulfilled, you are more than welcome to edit or cancel your order. If you'd like to add additional items to your order, please make sure to send us an email at admin@emeraldbeautyaus.com so we know not to pack your original order. We will give you a code so that you don't pay shipping on the second order, and we can package them together.
Shipping
How much is shipping?
The cost depends on where you're located and how heavy your order is. When you have the items you'd like in your cart, head over to the checkout and it will tell you what the calculated shipping is. If you're in Australia, shipping generally starts at $10.60. If your order is heavy, this can go up to $14.60. We have intentionally set your shipping cost for standard delivery to never be more than $14.60, even if your order is very heavy, to avoid passing that cost onto you!
For international shipping, the rates get a bit more complicated. If you add the items you'd like to your cart, it will be able to tell you at checkout how much shipping will be.
What shipping carriers do you use?
We currently only use Australia Post. You can use the tracking number to keep an eye on your parcel in the Australia Post app or on the website.
Where do you deliver?
We are proud to offer international shipping, with new countries being added all the time! If you'd like your parcel shipped to a country currently not available, please let us know and we can add it on!
Returns & Refunds
What is your return policy?
You can find our full refund policy here.
What do I do if my order arrives damaged?
If anything in your order arrives damaged, please send us an email with pictures of the damage at admin@emeraldbeautyaus.com right away so that we can get this fixed for you ASAP! We can either ship you the product again, or we can refund that item if you would prefer to not have a new one sent to you. We are also more than happy to work with you if there is a different solution you would like!
How long does it take to process a refund?
When you reach out to us with an issue, we strive to reply to you the same day. Once we have verified the issue (such as through the email you sent with a photo of the damaged product, or a request to cancel your order) and have replied to you, we will process the refund the same day. That means most refunds will be processed the same day that you reach out to us. Please keep in mind that every bank is different, so your bank may need a few days to process the refund and put the money back into your account.
Tracking & Delivery
When will my order be shipped?
Orders are packed every single day, and due to high demand we do ask that you allow for 3-4 business days for your order to be packed. While we do pack orders on the weekend, the post office is not open so if you place an order on Thursday night or Friday morning, it may not get to Australia Post until Monday. Custom orders or pre-orders will be shipped on the date specified on the listing.
Can I change my delivery address?
Of course! As long as the order hasn't been fulfilled, we are happy to change the shipping address. Please make sure to reach out as soon as possible. If your order is already packed by the time you reach out, we won't be able to change the address, and your order may get packed quicker than our normal processing time. The quicker you let us know, the more likely it is we can get this done.
How can I track my order?
Once the order is fulfilled, you'll be automatically emailed your tracking number. You can enter this number on the Australia Post app or the website to track where your parcel is.
What if I have a problem with my order?
You can always reach out to us so that we can get this fixed for you ASAP. Great customer service is one of the most important things to us, and we will always do what we can to rectify any issues.
New products and restocks
When do products restock?
It varies, but usually it is on a Thursday or a Friday in the evening. There aren't restocks every week - it depends on how production is going! Sometimes there will be extra mini restocks during the week, too. Once a date is set, there will be a banner added to the top of the website, it will be added to the @emeraldbeautyaus TikTok and Instagram bios, and if you sign up for the Emerald Beauty VIPs then you'll get an email notifying you when the restock is. You can sign up for individual restock notifications for specific items from that item's page, too!
When are new products and scents launching?
We have a list of so many new products and scents we want to come out with soon! It can take some time to get a formula perfect, and nothing is launched until the product is exactly right. As a bit of a guide, we plan to launch two new products and two new scents before the end of 2025. Make sure to check out our social media pages and to sign up for the Emerald Beauty VIPs to get notified!
Can I request a certain product or scent to be added to the range?
Absolutely! We love hearing which products and scents people are most interested in. If there's anything that you've been wanting added to the range, please let us know! We can't guarantee we will be able to add anything, but we will have a look.
I have a special event. Can you make me a customised scent?
We love that you want to make Emerald Beauty a part of your special day, and we'd love to help make the perfect scent for you. Due to the size of the batches we need to make, it depends on what kind of scent you want, which product, and how many you need. It's a lot easier to make small batches of body oils than it is of body butters, for example. We also may have the scent you want already on our shelves from testing scent combos. Please send us an email at admin@emeraldbeautyaus.com and we can chat!