Question 1

Can I have my parcel tracked?

Answer

Every package is tracked you will receive a shipping email including a tracking link

Question 2

Does paying express send my order to the front of the order line?

Answer

Order by 1pm on a business day it will be despatched same day

Express shipping is the time in which Australia Post takes to deliver your parcel from the time it's picked up from our warehouse to the time it arrives to you. This does not send your parcel to the front of our order queue. We package all orders in the order in which they arrive in the system.

Question 3

Do you ship worldwide/where do you ship to, what are your rates?

Answer

Australian $9.00

Australia Express $12.50

New Zealand $15.00

Global - $20.00

Free Shipping For Orders Over $90

Question 4

How long will my order take to arrive?

Answer

If all your selected items are in stock your order will typically be despatched within 1-2 days.

Our carrier within Australia is Australia Post.

Standard 3-7 Days

Express 1-3 Days

Question 5

If only part of my order is in stock, will you send it in separate shipments, or wait until you have the full order? How long could I be waiting? Will I have to pay for additional shipping?

Answer

We wait until all stock is available. Customers may elect to have a partial order sent. We will refund for the unfulfilled item and the customer will need to re-order.

Question 6

What do I do if my parcel doesn’t arrive?

Answer

If your parcel has not arrived within Australia within 6 business days for main centres and 10 business days for rural please email customer service with your order number shop@lookacademy.com.au Find your order number in your email confirmation, or online if you have and account with us.

Question 7

What is your returns policy?

Answer

We offer returns and refunds only in the unlikely event your product functionality is compromised by broken packaging. For example, a broken pump on foundation, or light that doesn’t light up on the lip gloss.

Please include your full name, order number, address with the product.

RETURN TO:

Look Academy Returns c/o Fulfilster

138 Salmon Street

Port Melbourne

VIC 3207

Please ensure the product is packaged well and returned in the same condition that it was received.

Note we do not accept scratched, used or damaged stock, including packaging, unless the item is faulty.

Once the item has been received, and inspected a refund will be issued.

Question 8

Why is there different packaging for the same product?

Answer

From time to time we may run out previous packaging styles as our latest packaging design arrives in our e-store, the product inside is the same.

Question 9

What do I do if my order confirmation hasn’t arrived in my email?

Answer

Check your junk and SPAM folders just in case.

Check your account with us if you have created one.

In the exceptional instance that you can’t find your purchase details, please email us at shop@lookacademy.com.au and we will be happy to assist you.

Question 10

My discount didn’t apply at check out – what do I do?

Answer

If this happens, it usually means the code is no longer valid.

If that is not the case, please email shop@lookacademy.com.au within 24 hours and we will assist you.

Question 11

What do I do if I’ve tried the product, but I don’t like it and want a refund?

Answer

We do not offer change of mind refunds.

Question 12

Is the product Vegan?

Answer

Yes our product is vegan, aside from our pencils, which are vegetarian but contain beeswax.

Look for cero alba the ingredients, which is the chemical name for beeswax.

Question 13

How should I store my product?

Answer

Make up is best stored out of direct sunlight, in cool, dry places.

Question 14

What is the shelf life of the product?

Answer

It is recommended to use natural products within 6 months of opening.

The product will last at least 12 months unopened, if kept out of direct sunlight and in a cool, dry place.

Question 15

Is the product suitable for sensitive skin?

Answer

Our products are made as natural as can be without compromising performance.

Pure mineral based make up with no nasty ingredients are generally extremely well tolerated.

We are not aware of any sensitivities occurring from the use of our product, which has been refined carefully with our manufacturer.

Question 16

Does the product contain nano-particles?

Answer

No it does not.

Question 17

Where is the product made?

Answer

Our products are proudly Made in Australia.

Question 18

Are the products fragrance free?

Answer

Some of our products contain fragrance, which are all from natural sources.

Please check the ingredients list on each product listing for details

Question 19

Where can I buy the product?

Answer

Currently our products are available exclusively online.

Question 20

Is LOOK Academy an Australian-owned company?

Answer

Yes, LOOK Academy is 100% Australian owned and operated – you are supporting an Aussie business.

Question 21

Is the product cruelty Free?

Answer

Yes, our products are cruelty free. We test on humans only its easier to understand the feedback. We are proudly awaiting our PETA Certification.

Question 22

Are the ingredients all natural?

Answer

Our source ingredients are all naturally derived.

Our product is as natural as can be made without compromising the product performance.

Question 23

Do the products contain sunscreen?

Answer

Our products do not contain added sunscreen. Our foundation has an SPF value of 15 by virtue of its natural properties.

Question 24

Are the products gluten free?

Answer

Our products contain no wheat derived ingredients and ate gluten free.

Question 25

Does your product contain lanolin?

Answer

Our products do not contain Lanolin.

Question 26

Do you plan on expanding the range?

Answer

Yes, we will be releasing more products – Look Academy developed and sold a whole range in its classes. Our re-launch as a consumer facing mineral makeup brand entails that we will release our products in phases, one by one. Stay tuned for make up for eyes, foundations, lipsticks, cheeks. Follow us on social media to find out when you can buy.

WE hope you are as excited as we are!

@lookacademy #lookacademy

Question 27

Can you replace the battery if the light stops working in the lipgloss lid.

Answer

The battery is not replaceable

Question 28

Do you have a loyalty programme and how does it work?

Answer

We are working on a loyalty programme – stay tuned!

Question 29

How do I become a stockist? Do you wholesale?

Answer

At the moment we do not have a wholesale program for our products; they can only be purchases online. Please send us and email to shop@lookacademy.com.au with your enquiry as we definitely interested in all expressions of interest.

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