FAQ

How do I get started?

It’s easy to place an order. Simply add the product/s to your cart and our design team will be in touch and work with you to design your custom label. For returning customers select your product/s with your label No. ID to reorder easily and quickly. If you need any assistance please email us at contact@customhousecosmetics.com.au  

 

Can I try the products before I buy them?

Yes, we recommend you purchase a trial pack which includes a free digital label design. What labels designs are available? Each label is custom made to suit your brand. Our design team will work closely with you to produce the perfect bespoke label for you. For label inspiration, view our Label Designs here.  

 

Are the labels waterproof and colourfast?

Yes, our labels are the highest quality for cosmetics. All labels are waterproof, colourfast and smudge proof.  

 

What is the minimum order quantity (MOQ)?

1 for retail, 12 units per product for wholesale.  

 

What is the turnaround time?

For new customers, turnaround is as quick as 1-2 weeks. Once you place your order, our team will be in contact within 2 business days to start the label design process. Once you're happy with your label and it has been approved by you, we label your products within 4 business days and dispatch them to you. You will then receive a tracking number to track your delivery. For returning customers, turnaround time is usually 1 week. Unless you require edits or label changes. The label design process works best when communications and responses are prompt as this enables our team to move more quickly. Shipping time is an addition to the turnaround time. For orders over 1,000 units please contact us at contact@customhousecosmetics.com.au  

 

How long does shipping take?

Please allow 3-7 business days for your deliver to arrive. You can track your order via the link in your CHC tracking email.  

 

What does the pricing include?

Our pricing includes labelled ready to sell products, marketing terms, product information and support to build your brand. It also includes access to our graphic design team to produce your bespoke label (with up to 2 graphic edits), All prices are inclusive of GST.  

 

Why is there a price difference between wholesale and retail?

For the CHC team to design your bespoke label and run our machines for 1 product, takes nearly as much time as for 12+ products. However, we wanted to cater for people who would like a smaller quantity of products to use in their space.  

 

Can you provide product photography?

Professional product photography can be arranged separately. Please contact us at contact@customhousecosmetics.com.au if this is something you are interested in. 

 

Where do you ship to?

We currently ship within Australia. Please contact us at contact@customhousecosmetics.com.au to arrange a quote for international shipping.  

 

Can I see the list of ingredients in each product?

All ingredients lists are found on product pages. Further information relating to ingredient can be found on our Ingredients Glossary page.  

 

Can I make alterations to the product formulations?

All our formulations are of a luxury standard using high-end ingredients. These set formulas allow us to be able to offer low minimum order quantities. However, if you wish to order over 5000 units, we can offer alterations to formulas. Please contact us at contact@customhousecosmetics.com.au with your enquiry.  

 

Can you develop bespoke formulations?

We can work with you to develop bespoke formulations however you will need to order a minimum of 5000 units and lead times will be 3-6 months. Please contact us at contact@customhousecosmetics.com.au with your enquiry.  

 

What is the scent?

Vetiver is a fascinating parfum, as it gives an elegant fresh, warm, woody unisex aroma. It responds different on everyone as it adapts to your unique hormones, which is why both men and women enjoy a Vetiver Parfum. Initially you will experience high fresh notes until it adapts to your skin and develops more soft, warm, elegant notes. Due to the luxury nature of Vetiver, it is used in high-end Parfums and considered a prestigious fragrance.  

 

Are products Vegan?

Yes, all our products are vegan, gluten free, cruelty free, paraben and sulphate free, ethically and sustainably sourced, Australian made.  

 

Are the products tested on animals?

Absolutely not!  

 

Are the products paraben and sulphate free?

Yes, all our products are paraben and sulphate free, vegan, gluten free, cruelty free, ethically and sustainably sourced, Australian made.  

 

What is the shelf life of the products?

1-2 years, contact us for specific product information at contact@customhousecosmetics.com.au  

 

Are the vessels recyclable?

Our vessels are either, recyclable, refillable or reusable. In line with our sustainability and carbon footprint policy we don't provide excess packaging (boxes).  

 

Do I need to sell my product at the RRP (recommended retail price) price?

The RRP is a guide for you, however you can price your products as you wish.

 

Do your products have barcodes?

Not as standard. Barcodes can be added, please contact us for more information at contact@customhousecosmetics.com.au

 

Can I return my products?

Unfortunately we cannot return products due to change of mind. If the product or packaging is faulty we will replace the product free of charge within 7 days of the delivery date, simply contact us at contact@customhousecosmetics.com.au 

 

What payment options do you provide?

PayPal, Visa, MasterCard, American Express credit and debit cards, Direct Bank Transfer.  

 

Is there an email or number I can contact if I have any other questions?

Of course. You can email us at contact@customhousecosmetics.com.au. Our friendly team is always here to assist you.