Help Centre – FAQs
Shipping
▽ When will I receive my order?
Please refer to our Shipping Policy page for full details on processing and delivery times. If you have any questions not covered there, feel free to email us at info@colorcity.com.au
.
▽ How much is shipping cost?
Shipping cost depends on your location and order weight — full details are available on our Shipping Policy page. For any additional questions, email us at info@colorcity.com.au
.
▽ Do you ship internationally?
Currently, Colorcity ships within Australia only. If you’re outside Australia, we’re sorry — but please stay tuned. We hope to offer international shipping in the future!
Skincare & Products
▽ What if I have an allergic reaction to your products?
As with any beauty or skincare products, reactions may occur. If you are aware of sensitivities or allergies to certain ingredients, please check the product ingredient list carefully before ordering. If you’re unsure, we recommend testing a small patch of skin first. If any reaction occurs, please discontinue use immediately and, if necessary, seek medical advice.
While we strive to select safe and high-quality products, Colorcity cannot guarantee against individual allergic reactions and will not be liable for these.
▽ Why are some products marked “Sample” or “Not for Sale”?
Some items may originate as promotional or specialised samples from manufacturers, intended for markets outside Australia. These items may still be legal and saleable here, but are often labelled accordingly.
▽ Why might SPF or other ratings be omitted or adjusted?
If a product was not tested under Australian conditions or does not meet local regulations, we may choose to omit or alter certain claims (e.g. SPF levels). We do this to avoid misleading information and to comply with regulations.
Returns, Refunds & Exchanges
▽ Do you offer refunds, returns or exchanges?
Due to the nature of skincare and beauty products, we generally do not accept returns or exchanges once the order has been shipped — unless the products arrive damaged or defective.
If you receive damaged goods, please contact us at info@colorcity.com.au
within 14 days, and include photos of the damaged items (please note — damage to outer packaging only may not qualify).
Once we confirm the damage, we will arrange for replacement or refund, depending on your preference.
▽ Late or missing refunds (if applicable)
If you’re expecting a refund and haven't received it yet, please first double-check your payment account. Sometimes banks can take a few days to process refunds. If after 10 business days you still see no refund, please email us at info@colorcity.com.au
so we can investigate.
General Enquiries
▽ Do you have a physical store / brick-and-mortar shop?
At the moment, Colorcity operates as an online store and have public walk-in retail locations, customers could search from google map and get the nearest our store to visit.
▽ Can I pick up my order from your warehouse or from store?
Yes you can choose the store you would like to pick up from.
▽ Didn’t find the answer you were looking for?
We’re always happy to help — just send us a message at info@colorcity.com.au
and we’ll get back to you as soon as we can.
Still Got Questions?
If your query isn’t covered here — whether about orders, products, shipping, returns or anything else — don’t hesitate to reach out at info@colorcity.com.au
.
We appreciate your support and hope you enjoy shopping with Colorcity 💖