Q: What do I do if I’ve received my order and there’s a missing or incorrect product?

A: Although we take every care in packing your order, sometimes mistakes happen. On the off chance your order is missing a product or you’ve received the wrong product, please get in touch with us on orders@bys.com.au so we may assist you.

Q: Do you accept returns and exchanges?

A: If you’ve changed your mind and want to return a product, we would be happy to refund the purchase price or exchange those products subject to the following conditions:

1. Product(s) must be returned within 14 days of receiving.
2. Product(s) must be unopened, unused and in their original packaging with all original tags & labels attached.

To request a refund, please email us at orders@bys.com.au so we may assist you. The online purchase price (excluding online delivery charges) will be refunded to you using the original payment method once we have received the returned product(s) back and confirmed that it meets the 2 conditions above.

Please note that you are responsible for any costs associated with returning the product(s) to us, including any currency conversion and/or local or international taxes.

Q: Do you deliver to my country?

A: Yes we ship to all countries! Simply select your country from the dropdown menu at checkout.

Q: How much does international delivery cost?

A: International orders incurs a flat shipping rate of $19.95AUD. All international orders are sent through registered post via Australia Post. We currently don’t offer an express postage option.

Q: Will I have to pay for customs and duties on international orders?

A: Please note that you will be responsible for any international customs and duties incurred. Refer to your country’s government department for full details.

Q: Why can’t some items be shipped internationally?

A: Any products that are classified as Dangerous Goods cannot be shipped international, such as nail polish, hand sanitisers and aerosols.

Q: How do I track my international order?

A: After your order is dispatched from our warehouse, you will receive a dispatch confirmation email which will have your AusPost tracking number included. You can then track the status of your parcel via the AusPost tracking website.

Q: How long does international delivery take?

A: International delivery times can vary widely from country to country and their custom requirements. We recommend to use the AusPost tracking to keep track of your parcel’s journey.

BBQ: Are your products tested on animals?

A: Our brand is 100% certified cruelty free and we will never test on animals. To ensure our quality and products are to the highest of standards, we work with only a handful of offshore suppliers. All of our suppliers are compliant to our strict set of requirements and guidelines, including not testing any of their ingredients or products on animals.

Q: Are your products vegan?

A: The majority of our product range is formulated using plant based and synthetic ingredients, although some product contains a naturally derived beeswax, which will not be suitable for vegan use. Please click here to view our range of vegan friendly products.

Q: What if I can’t find the product I’m looking for?

A: If you’re having trouble finding a product online, please email us at sales@bys.com.au and we will assist you further.

Q: Is your brand PETA approved?

A: Yes we are cruelty-free accredited with PETA and are listed on their website.

Q: Where can I find the expiry date of your products?

A: Cosmetics are not required to have an expiry date printed on them, however, all of our products has a Period After Opening (PAO) symbol printed on the back of the label, which recommends how many months a product should be used after opening.

Q: How do you control the quality and safety of your products?

A: All of our cosmetics follow the EU Cosmetics Regulations 1223/2009 and are Food and Drug Administration (FDA) compliant. This means the product goes through stringent testing before being released into the market. Our quality assurance team in Australia and Asia ensure that only the very best product gets into the hands of our customers.

Q: Do your products contain palm oil?

A: Although some of our products have palm oil derivatives, we try to ensure these are from sustainable and fair trade sources. We strive to make high quality products using alternative ingredients to palm oil.

Q: Are your products gluten-free?

A: Our products do not contain any ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, we cannot guarantee that the equipment used during the manufacturing of our products do not contain traces of gluten. We suggest contacting Coeliac Australia or your practitioner, who may be able to offer you some direction on how to find the right products to suit your requirements.

Q: Do your nail polishes contain any nasty ingredients?

A: No, BYS nail polishes are 3-Free, meaning they do not contain the following ingredients:

• Formaldehyde
• Toluene
• Dibutyl Phthalate (DBP)

Q: Is BYS a member of APCO?

A: Although BYS are not registered as a company with APCO,  GFA (Aust) Pty Ltd brand owner of BYS Cosmetics became a signatory in November 2012 and has been a committed and active participant ever since. Our Action Plan incorporates the ideals and strategies of APCO and a commitment to sustainable packaging.

Q: Is BYS focused on Sustainable Beauty?

A: BYS is a brand that is ethically sourced, vegan friendly and cruelty free certified. Our next brand priority is planet protection as we follow through on our commitment to a better future through ethical and sustainable products.  

Sustainable beauty is the way forward and BYS is focused on “thoughtful packaging”.  We have already made some big changes in this area, from sourcing and production through to packaging.  As a brand have already made the move away from PVC packaging and have been sourcing bottles, tins and glass bottles which can be recycled or reused.  Plus, we have already started eliminating unnecessary packaging where we can and limiting the use of foiling on cards or packaging as this makes the product unrecyclable.

Q: Which stores stock BYS Cosmetics in Australia?

A: In Australia, we are ranged in Kmart, Target, Cosmetics Plus and Terry White Chemmart. If you are having trouble locating your nearest BYS stockist, send an email to sales@bys.com.au so we may assist you.

Q: Where can I find BYS Cosmetics internationally?

A: Click here to see our ‘Find a stockist’ page. Simply click on the highlighted region on the map and it will show you distributor information for that country.

Q: How do I get in touch if I’m interested in wholesale?

A: Please send an email to sales@bys.com.au with your wholesale inquiry and our sales team will assist you further. Please remember to include details of your retail or online store in order for us to assess.

Q: Do you offer makeup artist discounts?

A: If you are a certified makeup artist and you’re interested in purchasing our products in bulk, please send an email to sales@bys.com.au and our sales team will assist you further.