CUSTOMER SUPPORT

  • 7 Ellen Street,
    Moorooka QLD 4105
  • Mon – Fri excl. holidays
    9am – 4pm AEST
  • Ph INT: 00 61 7 38 485 565
    Ph AUS: (07) 3848 5565

Frequently Asked Questions

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Shipping won't show at checkout!

Here are some tips to help troubleshoot:

1) Please ensure you meet our $8 minimum spend.
2) Enter your shipping address as sometimes rates will not show unless the data is entered.

If the problem persists, please contact us below.

How long until my order ships?

We have a fluid TAT (processing timeframe); please see top left of the website for the current estimate.

  • If your order has no FF products, the TAT is usually 1-3 working days.
  • Orders with FF eyeshadows may take slightly longer.
  • Presale polish orders usually take 5-15 business days as units are made to order.
  • Orders utilising our Parcel Forwarding may take up to 7 days, as we tend to dispatch in bulk weekly.
  • TAT is extended during sale periods.

How do I know if my order has shipped?

Your account on the site shows your orders, in which the status and tracking information are located. Redirect there now.

Can I change my order?

We cannot make additions or product-exchanges in an order BUT we can remove items from your order. Please contact us using the form below if you need to cancel your order, or remove an item from your order.

Can I combine my orders?

Unfortunately no, we cannot offer this service. However, we can cancel your orders so you can re-place both as one, with all the items you are after. This is only available for orders that have not dispatched.

My tracking doesn't work!

Only DHL and specified tracking options (Pack & Track, USPS) will provide tracking. Other lodgement numbers provided once your order ships will either offer no or limited tracking. Unfortunately limited tracking is not guaranteed.
Please ensure you purchase a tracked or insured option at checkout of customer peace of mind.

Where do you ship?

We ship all products worldwide utilising Australia Post, Fastway, DHL & USPS. Find out more on our shipping prices and policies here.

What currency is this site in?

AUD; we’re Australian based. Any GST charges will be removed at checkout if you are shipping outside of Australia.

What payments do you take?

Online orders: PayPal (guest or account); Visa / Mastercard; Afterpay (AU issued cards only).
Instore purchases: PayPal (guest or account; you must have access to your email on your phone); Visa / Mastercard; Cash.

Can I phone in an order?

At the moment all orders must be placed via our website, by the customer. We do not take any payment details.

Can I organise an order pickup?

Yes! You can place an order with us and select the ‘pick-up’ option at checkout. Our office is located in Moorooka, 4105 QLD.

If you are a traveler, please make sure you delivery address has a Brisbane post code for this option to show – you can use 4105.

Once your order is ready to be collected, you will receive an email from us letting you know to come on in.

Do you have a retail shop?

Customers can visit us at 7 Ellen Street, Moorooka QLD 4105 Australia and try a huge range of product testers. We have a LOT of variety available so that you can find formulas, fragrances and more that are to your liking before making a purchase.

We have testers from Femme Fatale, Sixteen92, Delush, Shiro, Life’s Entropy, Celestial, Smelly Yeti, Arcana, Sayuri, Tonic, Native War Paints, Emily de Molly, Top/base/easy remove coats, A England, OHWTO, Epically Epic, Concrete, CrowsToes, Cupcake, FUN Lacquer, Villianess, Solstice, Medusa’s Makeup, Glamour Doll Eyes and more!

Customers may place orders while in-store. Wait times vary between 5-25 minutes depending on items ordered. Please note some products may not be available, but we can order in items for you and will do our best to assist you.

My order is missing/arrived damaged :(

Please contact customer service with the relevant information:

  • Your name
  • Order number
  • Clear images of damaged item/s
  • Description of issue

Contact us at cs@femmefatalecosmetics.com.au
We will strive to resolve this for you as soon as possible. Please note we have a 24-48 business-hour response time. Thank you!

Get in Touch

Ph INT: 00 61 7 38 485 565
Ph AUS: (07) 3848 5565

Customer Care: 9am-4pm AEST weekdays
Closed AUS public holidays.

WE NOW HAVE A LIVE CHAT (HELPDESK) FEATURE

Click the teal tab at the bottom right of your screen to talk to one of our staff for assistance.

If it is outside business hours, or a member is not available, you can leave us a message using the Live Chat feature, or you can contact us via the methods shown to the left.