FAQS - RETURNS & REFUNDS

I’m not happy with the product.

Sorry to hear; we’ve worked really hard on our products to make sure they work for all faces and breakouts. If it’s not working for you, please get in touch via care@bff-skincare.com.au, and we’ll sort you out. Like a good BFF should.

How do refunds work?

Here are some fun sentences:
We’ll refund or replace any products that are faulty, damaged, problematic, or reaction’y.
Refunds are processed back the way you paid.
We refund the amount paid on goods, not shipping or customs fees.
We only accept returns and refunds that were purchased via our website.
If you purchased during a promotion or special offer, the refund will be no more than the price paid on purchase.
Gift packs or product kits can only be returned as a whole pack; individual items cannot be refunded.
FYI. Refunds can’t be processed on expired credit cards.

I need to change my order OR cancel. What do I do?

Have no fear, BFF is here. Cringe, but we said it. Orders are dispatched Mon, Tue, Wed, Thur, Fri at 1pm. Get typing on your keys and email care@bff-skincare.com.au as soon as you can with your order number and what you’d like to cancel or change.

I got the incorrect order. Send help.

NQR? No problem. Email care@bff-skincare.com.au, quoting your order number and we’ll arrange the proper products to be sent and the improper products to be returned. Returned products need to be new, unused, and re-saleable. None of this “but I only used it once” stuff. Resaleable, people. Replacement orders take two working days to dispatch.

My order was: a) pretty late, or b) really damaged.

Yuck. Let us fix. Email care@bff-skincare.com.au with your number and we’ll sort you out.

I think my product is faulty. Can I swap?

Our products go through strict quality control, also known as Dave. Dave overseas everything leaving our warehouse. If he’s happy, we’re happy. If Dave missed something, please let us know via care@bff-skincare.com.au and we’ll fix. Dave will also apologise.

Where do I return my products?

If your product meets all criteria and you need to send back to BFF HQ, first get in touch with care@bff-skincare.com.au and send here:
BFF Skincare
1051 Bourke Street, 

Waterloo NSW 2017