Need to contact Adore Beauty and make sure they reply?
Adore Beauty customer support overview
Adore Beauty is one of Australia's longest-running online beauty retailers, founded in Melbourne in 2000 and listed on the ASX (ABY). Their customer service team operates Monday to Friday, 9:00 AM to 5:00 PM AEST, with support available across email, phone, and live chat.
- Customer ratings: 4.1 out of 5 stars on ProductReview.com.au (83% positive sentiment from 1,200+ reviews), though Trustpilot ratings sit lower at 2.2 out of 5 — largely driven by Adore Beauty delivery complaints
- Adore Beauty contact number: (03) 9344 1671, available during business hours
- Email: service@adorebeauty.com.au (response times up to 4 business days during busy periods)
- Adore Beauty live chat support: Available through the mobile app during business hours
- Headquarters: Level 7, 324 St Kilda Road, Southbank, Victoria 3006
Common Adore Beauty customer issues and complaints
Delivery Delays and Shipping Problems
- Adore Beauty shipping delays are the most frequent complaint, with customers reporting orders taking a week or more to be dispatched and 10+ days for delivery.
- Issues intensified after the switch to Team Global Express (MyteamGE), with reports of parcels stuck at Melbourne Airport, failed delivery attempts, and difficulty accessing gated properties.
Slow or Unresponsive Customer Support
- Some customers report waiting days for email responses, with current response times stretching to 4 business days during high-volume periods.
- Multiple reviews describe difficulty reaching a human agent for Adore Beauty customer service enquiries.
Missing or Incorrect Items
- Reports of products missing from orders or wrong items being shipped appear across review platforms.
- Promotional gifts advertised at checkout are sometimes not included or marked as out of stock after purchase.
Order Cancellations and Account Issues
- Some customers report orders being flagged and declined for alleged "unusual activity" even after receiving order confirmations.
- Changes to the free shipping threshold have frustrated long-time loyal shoppers.
How to contact Adore Beauty customer support
Phone Support
- Adore Beauty contact number: (03) 9344 1671 or +61 3 9344 1671
- Hours: Monday to Friday, 9:00 AM – 5:00 PM AEST
- If the team is unavailable, leave a voicemail and they'll return your call.
- Address: service@adorebeauty.com.au
- Best for non-urgent enquiries — current response times may reach up to 4 business days during busy periods.
Live Chat (Mobile App)
- Available through the Adore Beauty mobile app during business hours (Monday to Friday, 9:00 AM – 5:00 PM AEST).
- Navigate to the "Me" section and select "Live Chat Help" to connect with ABi (their chat assistant) or a team member.
Social Media
- Customers have reported reaching out via Twitter/X (@adorebeauty), Facebook, and Instagram for support.
- Social channels can be useful for getting attention on unresolved issues, though formal enquiries are better handled via phone or email.
Adore Beauty key customer policies: refunds, returns, cancellations and more
Returns
- The Adore Beauty returns policy allows a 130-day return window from purchase date for change-of-mind returns — items must be unopened, unused, and in original packaging.
- Exclusions: Electrical devices, menstrual care, oral care, intimate care, sexual wellness products, and clearance items (final sale).
- Customer pays return shipping for change-of-mind returns (deducted from refund). Adore Beauty covers shipping for wrong or faulty items.
- Full-size fragrances (30ml+) from The Scent Room include a matching miniature vial so you can test before opening. For more on the full process, see Adore Beauty's refund policy.
Refunds
- Returns from metro areas typically arrive within 7 business days; longer from regional or remote areas.
- The Adore Beauty refund process takes up to 5 business days once the return arrives, with credit applied to the original payment method. Exchanges and store credit are also available.
Shipping
- Free standard shipping on all Australian orders over $75.
- Flammable items are restricted to standard shipping for deliveries outside Victoria.
Adore Beauty complaints submitted through Ajust
Recent experiences with Adore Beauty customer service
Voucher Issue Resolved Quickly
A customer experienced a problem with a voucher code and received prompt, helpful service from the Adore Beauty team. The issue was resolved quickly, reflecting the responsive support many customers praise for straightforward enquiries.
Order Stalled Until Customer Followed Up
One customer reported that her order was not dispatched until she contacted Adore Beauty customer service to enquire about it. While it was resolved once flagged, the experience points to a pattern where orders may stall without proactive follow-up.
Declining Service Quality for Long-Time Customers
A long-time customer described slower dispatch times, reduced access to human support, and inability to stack loyalty rewards. Another reported that her order wasn't dispatched within the stated 1–2 business days and that customer support was unresponsive. If your issue isn't resolved, you can lodge a complaint with Adore Beauty.
Official Adore Beauty Customer Service Links & Contact Information
- Contact Details — How to contact Adore Beauty Australia directly
- Help & Customer Service — Main support hub for FAQs and enquiries
- Returns Policy — Full eligibility, exclusions, and return instructions
- Shipping Information — Delivery timeframes and Adore Beauty order tracking
- Terms & Conditions — Full terms governing purchases and services
- ACCC Consumer Help — Where to escalate if Adore Beauty complaints aren't resolved
Adore Beauty Contact FAQs
What is the fastest way to contact Adore Beauty customer support?
The fastest way to reach Adore Beauty is by calling (03) 9344 1671 during business hours, Monday to Friday, 9:00 AM to 5:00 PM AEST. If phone lines are busy, try live chat through the Adore Beauty mobile app during the same hours. Email support at service@adorebeauty.com.au is available but can take up to 4 business days for a response.
How long does an Adore Beauty refund take after I return a product?
Adore Beauty refunds take up to 5 business days to process once your returned item arrives at their warehouse. Metro returns typically reach them within 7 business days, while regional and remote areas may take longer. Your refund will be credited to the original payment method, or you can opt for an exchange or store credit instead.
Can I return opened beauty products to Adore Beauty?
Adore Beauty only accepts returns of unopened, unused items in their original packaging within 130 days of purchase. Opened products are not eligible for change-of-mind returns. For fragrances over 30ml from The Scent Room, Adore Beauty includes a miniature vial so you can test the scent before opening the full-size bottle.
What can I do if my Adore Beauty order is delayed or stuck in transit?
If your Adore Beauty order is delayed, contact their customer service team by phone or live chat to flag the issue and prompt action. Shipping delays are the most common Adore Beauty complaint, particularly with orders handled by Team Global Express. If Adore Beauty does not resolve the issue, you can escalate your complaint through the ACCC or lodge it through a consumer resolution service.
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