FAQ

Where is my order?

Your order is on the way and you’ll be enjoying your James products very soon. Orders are packed in Australia and dispatched by our team normally within 24 hours. During peak sale times orders may take between 1 – 5 business days to dispatch. Please see information below (How Long Does Delivery Take) for shipping timeframes and tracking for your location.
If you still require assistance after looking though our FAQ’s, please contact Team James at help@jamescosmetics.com who will be happy to help. 

Please note. During sale and promotional periods the processing of orders can take up to 5 business days before dispatch and shipping.

How long does delivery take?

Once your order has been dispatched and you receive your shipping confirmation, the following timeframes apply:

Australian Orders –
Standard Shipping + Not Tracked up to 4-7 business days. (*Currently up to 7-16 business days to most areas.)
Express Shipping + Tracked up to 1-2 business days. (*Currently up to 2-5 business days to most areas.)

International Orders –
Standard Shipping + Tracked up to 15 business days. (*Currently up to 20-30 business days to most areas.)
DHL Express + Tracked up to 3 business days. (*Currently up to 3-5 business days to most areas.)

*Please note current times are based on information provided by shipping companies due to the effects of Covid-19 restrictions on their logistics, however you may still receive your package within the normal timeframes.

How much is shipping?

Australian Orders –
Standard Shipping + Not Tracked - $5
Express Shipping + Tracked - $10

International Orders –
As all international shipping is based on weight and the type of shipping service chosen, the best way to estimate shipping cost is to add items to your cart. Once this is done, all the different options and shipping prices will be shown for your specific location before finalising a sale.

How can I track my package?

Australian orders -
Depending on which shipping option you chose at checkout, you may or may not have a tracking number. Please check your confirmation email and if you have been given an Australia Post tracking number link use this on the Australia Post website for more information on the location of your package.

Keep in mind, if you chose the Standard + Not Tracked shipping option this does not automatically include tracking with Australia Post.

International orders –
In your confirmation email you’ll find an international tracking number. This can be used with local postal services in your country i.e. USPS, Royal Mail etc, plus DHL if the express courier option was chosen.

I Haven't received my order

We are so sorry to hear that you have not received your order. Firstly we encourage you to double check the current estimated delivery timeframes mentioned above (How Long Does Delivery Take), and if you still have not received your package after these dates please contact the shipping company directly.

If your require more help after contacting the shipping company, please reach out to Team James help@jamescosmetics.com and quote your order number.

My order says delivered, but I don't have it.

Please contact the shipping company directly, or the local postal service for your area, to get more information on a delivered package.

We are given the exact same information as you, and in some cases the postal services can only provide certain information to the person whose name is on the package.

What countries does James ship to?

We currently ship to most countries world-wide, however please contact Team James if you require more information on your location.

Customs Duties, VAT & Import charges

Please note that items shipped outside of Australia may be subject to import duties, taxes and/or charges which are not included in the total cost charged by this website, nor will they be covered or reimbursed by James Cosmetics.

Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

 

Return & Exchange Policy

Purchases from the James Cosmetics website may be returned up to 30 days from confirmed delivery if the product is unused, unopened and in a form that could be resold.

If your product is faulty please contact customer service (Team James).

Returned products will be refunded, however postage is non-refundable. The refund will be made to the original form of payment and cannot be amended. Postage costs are non-refundable nor will be covered by James Cosmetics.
Please return products for a refund or exchange to:

James Cosmetics
18 Ashmore Road
Bundall
Qld, Australia
4217

Don’t forget to add you order details and order confirmation number. If it is an exchange, Team James will contact you to make arrangements for re-postage.

Please contact Team James help@jamescosmetics.com for more information on Returns or Exchanges if needed.

I want to cancel my order

We are sorry to hear you want to cancel your order. Please contact Team James help@jamescosmetics.com for more help with this.

Out of stock items

We apologise if your favourite product has sold out. However, we can let you know as soon as it’s back. Just jump onto the Product Page of the item you want and click the NOTIFY WHEN BACK IN STOCK button. As soon as it’s in stock, you’ll be the first to know.

Customer Service (Team James)

Team James will get back to any enquiry within 24 hours. However during promotional and sale periods, and due to overwhelming demand, our customer service team will be slower to respond. But we will endeavour to get back to your enquiry within 48 hours.

All customer service enquiries will be responded to on a first come first served basis regardless of platform used, so we encourage you to submit your request through one method only. We thank you in advance for your understanding.

Team James can be contacted on help@jamescosmetics.com

Not sure which mask to choose

Not sure what product would be best for you? Not a problem at all, Team James is here to help! Please reach out to us either through the website live chat service, email help@jamescosmetics.com , or DM us via our social media channels.

Which products are pregnancy safe?

We have a whole category on the website dedicated to all the Pregnancy & Breastfeeding Safe products in our range. This can be found directly on the home page of the website or in the drop-down menu also located on the website.

What are the ingredients?

The product ingredients are listed on each individual Product Page on the website.

Is there actually gold in the gold mask?

Yes, we use real gold infused into the mask which helps to smooth your skin, along with our other powerful ingredients.

How many masks do I get in the box?

The eye masks contain 5 pairs in each box, and the silk full face masks have 5 masks per box.

Can I purchase James Cosmetics in retail stores?

The entire James Cosmetics range is available through www.jamescosmetics.com. Additionally select boutiques stock a range of the eye masks.