A confident first foundation.

Choosing a foundation from a brand new to you is a small act of trust. Our returns policy is built to honour that trust – particularly on your first purchase.

If your first ORÉ complexion product is not the right shade, we will replace it with a better match within 30 days of delivery.

This applies to your first purchase of Liquid Foundation, Loose Mineral Foundation, BB Cream or Mineral Veil. We extend this promise because shade matching is personal, and we believe finding the right match should feel considered, not uncertain.

Products may be lightly used or partially used to assess suitability. We understand that wearing the product properly is the only way to know if the shade is right for you.

To begin an exchange, email our customer care team with your order number and a short note on how the shade is sitting. We will guide you through the next steps and provide a prepaid return label.

If your replacement shade also needs adjusting, we will exchange it a second time following a fresh Match My Makeup consultation.

This promise is limited to first-time purchases and applies to one complexion product per customer.

For hygiene and safety reasons, we do not accept returns on opened or used products unless the item is deemed faulty under Australian Consumer Law.

Returns are arranged directly with our team to ensure each one is handled with care. All returns must be pre-approved by our team before being sent back.

To begin:

1. Write to our team within 7 days of receipt, with your order number and the reason for return.
2. We will respond within one business day with return instructions. Prepaid return labels are only provided where the item is confirmed to be faulty or incorrect.
3. Once your return is received and inspected at our Melbourne headquarters, we will process your exchange or issue store credit within 3–5 business days.

Exchanges are dispatched as soon as the new product is prepared.

For first-foundation returns under our guarantee, return postage is complimentary – we provide a prepaid label.

For standard returns, return postage is the customer's responsibility unless the item arrived damaged, faulty, or incorrect.

If your order arrived damaged, faulty, or incorrect, return postage is always covered by us.

If your order arrives damaged, faulty, or you have received the wrong item, please write to us within 7 days of receipt. Include a brief note and a photograph if possible.

In line with Australian Consumer Law, we will provide a suitable remedy, which may include a replacement, repair, or refund depending on the nature of the issue.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

For hygiene and safety reasons, we do not accept returns on any products that have been opened, used, or tampered with, unless the item is deemed faulty under Australian Consumer Law.

This includes, but is not limited to: foundations, primers, setting sprays, eyeshadow, blush, bronzer, highlighter and contour palettes, eyeliner pencils, and brushes.

Products may only be returned if they are unused, unopened, and in their original sealed packaging.

The first-foundation guarantee above takes precedence over this section. If your first foundation purchase has been opened or lightly tested and isn't right, the guarantee still applies.

Orders placed as gifts – including those purchased for Mother's Day, Christmas, birthdays and other gifting windows – are eligible for an extended return window of 14 days from receipt.

If you have received an ORÉ product as a gift and would like to exchange it, please write to us. The exchange can be arranged discreetly, without notifying the original purchaser.

Items purchased during seasonal promotions or with a discount code remain eligible for return under our standard 7-day policy. We do not exclude promotional items from returns.

ORÉ currently ships within Australia, so international returns are not yet applicable. If you are an international customer who has received ORÉ through a one-off arrangement and need to return it, please write to us and we will arrange the process directly.

Beyond returns, ORÉ holds a broader care commitment: every customer service reply is reviewed by a clinician, and the founder reads enquiries personally. If something about your purchase, your shade, or your experience isn't right – we want to know.

We reserve the right to decline returns that fall outside these conditions or where the policy is being used in a way it was not intended.

If your question isn't answered here, please write to our team.