Customer Service

Online Colour

We work hard to make our colours appear as accurate as possible.  However, due to device display screen and browser differences, colours may slightly differ compared to what appears online.

Differences in an individuals visual perception of colour and lighting conditions also play a role in the matching of colour.

Contacting Customer Service

Our business hours are Monday - Friday 9am to 5pm AEST, excluding public holidays. Should you have any concerns, please do not hesitate to call us at 0415 964 844.

Should all our customer service lines be busy please leave a message or e-mail us at enquiries@scoutactivebeauty.com.

SHIPPING

SCOUT ships goods Australia wide and internationally. The cost of shipping depends on the delivery location. Please note dispatch and shipping times may be longer than usual due to recent COVID 19 restrictions and related disruptions and we greatly appreciate your patience and understanding.  Standard orders are usually shipped within 3 - 5 business days. Orders placed on Saturdays, Sundays, and public holidays are ususally shipped the following business day. 

The shipping charge to anywhere in Australia is:

  • Free for orders over $49.00
  • Only $5.00 for orders below $49.00.

The shipping charge to anywhere in New Zealand is:

  • Free for orders over $99.00
  • $15.00 for orders below $99.00.

The shipping charge to everywhere else is:

  • Free for orders over $99.00
  • $20.00 for orders below $99.00.

Processing Times

Please note dispatch and shipping times may be longer than usual due to recent COVID 19 restrictions and related disruptions and we greatly appreciate your patience and understanding. All shipments may encounter delays due to high volume or bad weather that extends beyond the expected delivery time frame.

Depending on where you are located within Australia, during normal business conditions it can take up to 10 days to receive your goods.

  • VIC, NSW and QLD delivery times are 4 to 7 working days. 
  • A., W.A., Northern Territory and Tasmania are 7 to 10 working days.
  • International deliveries are 7 - 20 working days via economy class, depending on your location.

Please note that your credit card account will be charged when the transaction is completed in our system, not when we ship your purchase. Usually, we process and ship your order within 48 hours. Orders received on Saturday and Sunday are usually processed by the close of business on Monday. These credit card orders will have a temporary hold for the amount of the purchase. The credit card will not be formally charged until the order has shipped.

Returns

We offer a 100% money back guarantee on all SCOUT products purchased off of our website.

Should you decide within 30 calander days a product not meet your expectations, you may return it for a refund or store credit.

Returns after 30 calander days from the date of purchase are only considered at the discretion of management.

Please note the original shipping fee is not refundable. All refunds will be credited in the form that the payment was received.

To initiate a return, please email SCOUT at enquiries@scoutactivebeauty.com Include your invoice number and we will send you information on how to return the item. 

Alternatively, you can call us at 0415 964 844 on business days between 9am – 5pm AEST. Processing time for returns may take up to 10 business days from the time the return is received.

If a product is being returned it must be returned with all the original packaging, accessories and components. 

Please note that only products purchased online from www.scoutactivebeauty.com will be accepted for return. We regret that we cannot accept product exchanges under any circumstances.

Back Ordered Products

Occasionally products in high demand will be on back order when your order is fulfilled. If you receive your order and an item is missing, the missing, back ordered product will be indicated as such on your invoice next to the relevant item. We will ship your back ordered product to you as soon as it becomes available without charging additional shipping charges.

ORDERS

Telephone Orders

If you wish to order by telephone please call SCOUT on 0415 964 844 between the hours of 9am and 5pm AEST Monday to Friday and we will assist you with your order.

Online Orders

To purchase SCOUT products online, simply click on SHOP to find the item:

  • Click on the item you wish to purchase.
  • Select quantity, colour if applicable, and click on Add to Cart.
  • Click OK to confirm order and to add the item to your Cart. The number of items and value of your order will be displayed above the navigation bar and updated as you order. 
  • You can continue to shop for other products or proceed directly to View Cart where you can;
    • Verify the progress of your order.
    • Change or update your order.
    • Choose Shipping Options.
    • Proceed to Checkout.
  • Once you have finished shopping click on Proceed to Checkout.

Once your online order has been completed you will receive an automated receipt as confirmation of your order and payment together with an email confirmation of your order.

Please print and retain a copy of the email and receipt for your reference. It is recommended that you review the information and verify that all details are correct as processing your order commences very soon after receipt.

If you would like to make any changes please have your Order Confirmation ready and contact us by telephone at 0415 964 844 between 9 am and 5 pm AEST Monday-Friday.

We will update you by email when your order is being dispatched. If a product is not in stock, we will dispatch the remainder of your order, keeping your back ordered item pending until the product is available. Once it becomes available, we will update you via email and ship it without additional shipping costs. 

Changes to orders

If your order has not yet been dispatched from our premises, you may add to, change or cancel your SCOUT order by calling 0415 964 844 between 9 am and 5 pm AEST Monday-Friday. If your order has not been dispatched but payment has already been processed, we can change the order or place a full refund to your credit card.

If you are adding to your order and have already been charged for the original order, we will charge the amount of the new items to your credit card. If freight is within Australia you will still only pay our flat rate fee of $10 only.

Privacy and Data Policies

At SCOUT, we recognise the importance of protecting the privacy of our customers who provide their personal information to us.

This policy explains the ways that we collect your personal information, what we do with it, and how you can update your preferences with us.

What personal information do we collect from you?

When ordering from our website or subscribing to our newsletter database, as appropriate, you may be asked to enter your name, email address, mailing address, credit card information or other details to help you with your experience.

When do we collect information?

We collect information from you when you place an order on our website or subscribe to our newsletter.

How do we use your information?

We may use the information we collect from you when you make a purchase on our website or subscribe to our newsletter, in the following ways:

  • To allow us to respond to your customer service enquiries.
  • To quickly process your transactions.
  • To send you periodic emails regarding your order or other products and services that may be of interest to you.

How can you unsubscribe from our newsletter?

Our site gives users the following options for removing themselves from mailing lists so they do not receive any further email communications from us.

  • Click the "Unsubscribe" link at the bottom of any email you receive from us.
  • Send an email to us at to enquiries@scoutcosmetics.com, and we will remove you from our email list.
  • Call us on 0415 964 844 and ask to be removed from our email list.

How you can modify your information?

Users have the following options for changing and modifying information previously provided:

  • Send an email to enquiries@scoutcosmetics.com
  • Call us on 0415 964 844
  • Write to us at P.O. Box 1286, Double Bay NSW 1360

Cookie Policy

By using SCOUT’s website, you consent to our use of cookies. Cookies help us identify your device to enable certain functions, provide analytics, store your preferences and optimise your experience on our site.

Notification of Store Policy Changes

We reserve the right to revise or change our store policies and procedures and privacy policies as needed. Any changes or revisions to the SCOUT policies and procedures will be posted on our website. We reserve the right to make changes at any time without notifying you, the customer. We suggest that you periodically consult our Privacy and Data Policy. Please note that our rights to use your personally identifiable information will be based on the privacy policy in effect at the time the information is used. 

Pricing Policies

All our prices listed on the website include GST. All transactions are processed in AUD.

Promotional Terms

Promotional offers are not applicable in conjunction with each other. Only one promotion per purchase is valid. SCOUT retains the right to void any attempt to apply more than one promotion to a purchase. 

Discount and subscription codes and promotions cannot be used with Kits and gift sets as they are already generously discounted.

Right of Refusal

We reserve the right to refuse to sell to any individuals or business at any time and for any reason. Due to high levels of Internet credit card fraud, we also reserve the right to reject any order at any time that we deem suspicious.

Resale, Internet Auctions and Ebay

SCOUT expressly forbids the sale and/or resale of SCOUT brand items on Ebay and other auction sites. Any item appearing on an auction site such as Ebay, is not the responsibility SCOUT as it may be counterfeit.