shipping & returns

delivery times

Ere Perez ships from 4 warehouses; Australia (ships globally apart from UK, Europe, USA and Canada), USA (ships to USA and Canada), and UK (ships to UK). We offer standard and express shipping to most countries globally. 

  • National Delivery - standard
    • Our busy warehouse teams aim to process and get your order sent out within 1-2 days
    • Please lease allow 5–10 working days for your order to reach you.
  • National delivery - express 
    • Shipped to most metropolitan orders the day the order is processed
    • Please allow 2–5 working days for your order to reach you 
  • International Delivery (all locations outside of Australia except USA, EU and UK)
    • Shipped worldwide from Australia the day after we receive the order
    • During promotional periods, please allow up to 5 business days for dispatch.
    • Please allow up to 26 business days for your order to reach you.
    • Shipping costs vary depending on country
    • Customs & duties may be payable depending on location (please check your individual countries rules). Please note if you are in Europe but outside of the European Union your order wil be shipped from Australia and is likely to be subject to customs fees & duties. 

Express shipping options are also available for selected international destinations. Where available, the express service and applicable cost will be displayed at checkout based on your delivery address.

Please note that express shipping refers to the delivery service used once your parcel has been dispatched and does not bypass our standard order processing time.

Delivery costs and available shipping services will be displayed on the website at the time of order. We use reputable courier companies, including Australia Post, USPS and Royal Mail, and operate a Monday to Friday service for both domestic and international deliveries. A specific delivery time cannot be selected, and orders do not generally require a signature upon delivery.

Please note that during seasonal sales, periods of high promotional activity, public holidays, adverse weather or other circumstances beyond our control, processing and delivery may take longer and certain shipping services may be temporarily unavailable.

Once an order has been marked as delivered by the carrier and a valid Proof of Delivery (POD) has been provided, responsibility for the parcel transfers to the customer. We are unable to accept liability for parcels that are lost, stolen, misplaced or damaged after delivery has been confirmed by the carrier.

All orders are security sealed before shipping. If your package arrives in an unsatisfactory condition due to obvious tampering, please email online@ereperez.com and our Customer Service team will be happy to assist.

returns

For all returns, please visit our online returns portal HERE. The portal will guide you through the process and provide the correct return address and shipping instructions for your location.

Eligible full-priced products may be returned for:

• A refund within 14 days of delivery
• An exchange or store credit within 28 days of delivery

Exchanges are available for another eligible shade or variant of the same product and are subject to availability.

Change of mind returns must be unused, unopened and returned in their original packaging. For hygiene reasons, opened or used products cannot be returned for change of mind.

A 5% restocking fee applies to changed-mind refunds. This fee does not apply to exchanges or store credit. Original and return shipping costs are the customer’s responsibility for changed-mind returns.

Customers must arrange tracked return shipping using a carrier of their choice, unless alternative instructions are provided through the returns portal.

If there is an issue with your order or product, please submit a request through our returns portal and provide the requested information. Our customer service team will review your request and advise you of the next steps.

Shade Finder Tool-related exchanges are subject to eligibility and manual review. Supporting information may be required.

Sale items are final sale and cannot be returned for change of mind, except where statutory consumer rights apply.

Returns are usually processed within 48 hours of reaching our warehouse, although this may take longer during sales and promotional periods. Refunds will be issued to the original payment method.

EU right of withdrawal

For customers located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order.

To exercise your right of withdrawal, you must notify us of your decision within the 14-day withdrawal period. Returned items must be sent back without undue delay and no later than 14 days after notifying us of your withdrawal.

Please note that, in accordance with EU consumer law, the right of withdrawal does not apply to sealed cosmetic or skincare products that have been opened after delivery and are therefore not suitable for return due to health protection or hygiene reasons.

customs & duty

Sometimes goods may be subject to delays, due to customs or weather. The customer is responsible for providing any information required by customs to ensure the goods are cleared. Please note any import duties or custom fees that may be required are at the discretion of each country’s import regulations and cannot be controlled by us. Any fees payable are down to the customer to cover. 

Not all orders are subject to duties and import taxes. Many countries or regions have a minimum order value before duties and import taxes apply. We recommend researching this minimum order with your local customs authority to determine a landed cost price prior to purchase completion. Thank you for your understanding. 

**We now offer shipping from the UK, and also from Europe so we can finally happily say that any orders from UK or the European Union will no longer be subject to customs fees!** 


pricing & promotions

Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you the difference after your order has been accepted. Please note that promotional codes cannot be used in conjunction with any other offer or promotion.

Please note we are unable to refund or return items that were purchased on sale. 


placing an order

All orders are subject to acceptance and availability. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. Once you have placed the order with us, you will receive an e-mail confirming receipt of your order. Please be advised, this email is not an acceptance of your order, just a confirmation that we have received it.

When placing your order we carry out a standard pre-authorization check on your payment card. Payment will not be taken until your order has been accepted. We carry out security checks on all orders and may cancel your order should it fail these checks, at which you will be notified.

We reserve the right not to accept your order in the event that the item ordered is out of stock or other such reasons, but we will endeavour to satisfy your order to the best of our ability. In the unlikely event that your ordered goods are unavailable, we will notify you before proceeding.

Please ensure that the delivery address and receiver’s name for your order is accurate and complete (including the full name of any business name if shipping to a work address) as we are unable to change these details once you have placed your order. We will not take responsibility for any orders that go missing due to incorrect delivery information provided by you. We will endeavour to deliver goods on the stated delivery dates but to the maximum extent permitted by law we will not be held liable for late delivery.

cancelling or editing an order

Orders may be cancelled or amended within 30 minutes of being placed using the links provided in your order confirmation email. After this 30-minute window, orders are automatically processed by our warehouse and can no longer be cancelled. If you no longer wish to keep your order, you may return the items to us in accordance with our Returns Policy once received.