Customer Care

THERE'S NO SUCH THING AS
A STUPID QUESTION.
GIVE IT A GO.

Contact

Order enquiries: ausorders@brutaltruth.com General enquiries: ausinfo@brutaltruth.com

PM us: Instagram or Facebook

Brutal Truth Pty. Ltd.
Level 4, 691 Burke Road,
Camberwell VIC 3194


Payment

CREDIT CARDS
We accept Visa, MasterCard and American Express. Note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

Payment Security
All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties.

Brutal truth is committed to maintaining the highest levels of security and protection against fraud. While we make every endeavour to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder's authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.


Ordering

Changing or cancelling an order
If you need to change or cancel your order please contact our team straight away. We, unfortunately, cannot make any changes or cancel your order after it has left our premises. If you have any urgent changes please contact our team ASAP by clicking here. We pack and ship orders daily so cannot guarantee your requests can be made.

Pre-Orders
Pre-orders are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as the shipment reaches our warehouse.

Shipping & Delivery

SHIPPING & DELIVERY
Shipping services Below rates are for customers shipping to Australia or New Zealand. Show Graph – Shipping service/ estimated delivery / cost

PROCESSING TIME
Orders placed before (**TIME**) Monday – Friday (Brisbane, Australia) will be shipped same day. Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect. Please note that once your order is on its way, we are unable to change the shipping address.

VOLCANOES, RIOTS AND GLOBAL PANDEMICS
We are not responsible for any delay, suspension or failure arising out of any circumstances outside of our reasonable control, including but not limited to, acts of God, governmental actions, strikes, lockouts or other labour difficulty, war or national emergency, acts of terrorism, fire, explosion, flood, an act or omission of a third party, inability to obtain any necessary materials, equipment, facilities or services, the failure of performance provided by others, internet interruption or virus, accidents or breakdown of plant, machinery, software, hardware or communication network. If any of these events happen we will probably be out there helping and the last thing you should be trying to do is purchase skincare products.

Tracking orders
You can track your order via our shipping confirmation email. If you do not receive your tracking details, please contact our team directly.


Returns

RETURNS POLICY
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To complete your return, we require a receipt or proof of purchase.

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. Brutal Truth takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Brutal Truth.

REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


EXCHANGES
We only replace items if they are defective or damaged. Please send us an email at ausorders@brutaltruth.com