FAQ

Can you help me choose which mask/cream/cleanser I need?

I'd love to help! Please contact me and so I can ask you some questions and work out what is best for your skin.

Can you gift wrap my order?

I sure can! When you go to your cart, you'll see an option for adding gift wrap to any of the items. Please just select wrapping once on your order and I will combine all items together and wrap as one present. If I am sending the gift straight to the receiver, you can write them a message so that they know who it came from. All orders will also have the packing slip included (without prices) which has the billing name and address listed, unless you ask me not to.

Are any of your products or ingredients tested on animals?

No. Charlotte’s Lab products are never tested on animals by me or anyone else, nor do I condone animal testing. My products are only tested on a team of human volunteers otherwise known as my friends & family. I am committed to supporting cruelty free by only using ingredients from suppliers who do not test on animals. When buying from Charlotte's Lab, you can rest assured that no animals were tested on.

Do any of your products contain nuts or nut products?

The Oatmeal & Honey Calming Mask contains almond meal. All other products do not contain nuts however they all use the same equipment and cross contamination may occur.

Are your products vegan or vegetarian?

Absolutely everything in my store is vegan friendly.

How much does shipping cost?

All lip balms and 10mL mask sachets are sent with free shipping worldwide, without tracking.

For all other products: see Shipping for a breakdown of available shipping methods.

Can I pick up my order?

You sure can! I am in Shepparton North. If you would like to pick your order up, select pick up as your shipping option and then wait for me to tell you that your order is ready. If you've got a day in mind, pop it in the notes when you are checking out. If pick up isn't showing as an option, use the coupon code "PickUp" to set shipping charges to free (this coupon code is only for pick up orders and orders using this coupon code will not be shipped!) Please remember that I don’t have a store front, this is my home, and so you will need to tell me when you are planning on coming and so that I can make sure I’ll be here and that your order is ready.

How long will it take for my order to ship?

All of my products are handmade and so it does take me a few days to get your order ready to send. Most orders are sent within 2 business days. After this, you'll also need to allow time for Auspost to get your order to you. This time varies by location - usually 1-5 business days within Vic and NSW, longer for other states. If you would like to get your order more quickly, upgrade to express post for faster delivery. All orders ship from postcode 3631.

Do you ship internationally?

Yes. 10mL mask sachets have free shipping with no tracking. All other orders are sent using Australia Post with tracking. Please make sure the items you are ordering are allowed into your country by customs, as I will not be responsible if your package is denied entry. All customs charges are the responsibility of the buyer and so please be aware of any extra charges you may need to pay in your country to receive your order. For more info see Shipping.

Can I change or cancel my order?

If you'd like to change or cancel your order please contact me as soon as possible. If your order has already shipped, I will not be able to change your order at all.

There is a problem with my order!

I do my best to pack your order carefully and so it arrives in tip-top condition. If your order has arrived with the products damaged (or I have made a mistake with your order - sorry!) please contact me so I can put it right.

Do you offer Afterpay?

Yes! You can buy now and pay it later in 4 fortnightly payments with Afterpay. Please note that Afterpay pays me on your behalf. Your payment agreement is with Afterpay. Charlotte's Lab is not in any way involved in your repayments. For more info see Afterpay.

Why isn't Afterpay showing as an option?

To qualify for Afterpay you must use an Australian shipping address.

I'm a retailer, do you sell wholesale?

Thanks for your interest in my products. Please contact me at info@charlotteslab.com.au for a wholesale information pack.

Any more questions?

If I haven't answered your question yet, please contact me on the contact page or send me an email at info@charlotteslab.com.au

Charlotte

     xxx