General FAQs

Questions about buying makeup online

How do I know which shade to choose?

Fitcover to the rescue!

We know that you fitness-addicts always want to put your best face forward whether it's in the gym or hanging with friends. We understand you are on-the-go with busy schedules and want to make sure we give you the support you need to always look on point and get the perfect shade for you.

We’ve got LOTS of ways to help you choose the right shade.

Head on over to our Active Mineral Powder Foundation page and take the WHAT’S MY SHADE? Quiz.

If you’re not 100% sure you got the right match you can order a pack of Active Mineral Powder Foundation - Samples. In every pack there are three adjacent shades for you to try at home on your skin to get a flawlessly perfect match before you commit to a full-sized jar.

Still not sure we’ve got the right shade for you? Head across to Match Me, fill out the form, and one of our amazing team members will be back to you in a jiffy with a shade suggestion! Also, if you’ve got sultry skin that doesn’t seem to fit our current range, this is the best place to tell us about your shade needs too, we’re always looking for more ways that we can support you.

Match Me service extra info: Please note, shade suggestions are our best recommendation based on the photos you have provided. However, it's not an exact science since factors like image quality, lighting and how the images were taken also has a way of changing how you look in person.

We all vary so much from base-tone to the way we tan, how we use tanning products etc, and we can also have different expectations about how the foundation should look on our skin.

In saying this it is challenging to be 100% certain what shade you are through computer screens, so we have added a widget 'What's my shade?' on our product page. We'll match the foundation you are currently using to find your match in our Fitcover foundation products. And to ensure a perfect match, we recommend that you order the Active Mineral Powder Foundation - Samples that contain your preferred shade, a shade lighter and a shade darker so that you can test it at home.

If you need and further clarification, please email us at info@fitcover.com.

I am not confident in applying makeup. Can you help me?

YES, we can!

We have a growing database of makeup tutorials that you can access here.

We also have makeup experts and artists on our in-house team that can answer any questions you have, so please email info@fitcover.com or slide into our DM’s on FB or IG with your queries and we will get back to you asap.

Product Descriptions and Colours

We do our best to describe our products and shades accurately and take high-quality product pictures that require minimal editing. However, the shade you see on-screen will depend on your monitor so we can not guarantee that these shades will look identical when you receive them. We've got further information about each of our products here.

Satisfaction Guarantee

Free* Replacement

For Active Mineral Powder Foundation

We do offer free replacements in some circumstances. We will also try and help you out with getting the right shade the second time around!

If you have ordered a jar of the Active Mineral Powder Foundation and realised that you ordered the incorrect shade, please click through and complete this form to check your eligibility for a free replacement in the form of store credit for the original purchase amount.
Store credit can not be used with any other offers or discounts. 

Our normal replacement criteria include:

  1. You can only apply for a replacement on your first order of Active Mineral Powder Foundation and within 30 days of receiving your order.
  2. You can only fill out this form and receive a replacement credit once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
  3. You send us a photo of you in natural light with the shade of Active Mineral Powder Foundation that you want to replace applied to one side of the face so we can help you choose the right shade.

For other Fitcover products

Products that are not eligible for change of mind or exchange/replacement include:

If you have any questions about replacements and exchanges, please email exchange@fitcover.com.

Faulty or damaged goods

We pride ourselves on delivering high-quality at every stage of production, packaging, processing orders and shipping. However, we understand that sometimes your order may not be quite what you were expecting.

If you believe you have received a faulty item, please fill out our Faulty Or Damaged Goods Report. This form must be submitted within 14 days of receiving your order with photos or a video attached clearly showing the product fault.

Eligibility for product replacement/store credit for faulty or damaged goods is void if:
  • The product has been used.
  • Damage is due to fair wear and tear from use.
  • The product has been intentionally tampered with.
  • No photos or videos with evidence have accompanied your Faulty Or Damaged Goods Report.
  • The product was purchased from a third-party stockist.

At the request of our investigations team, you may be required to ship the faulty product back to us for further investigation, with the original packaging at your cost.

Exchange and/or store credit for faulty goods are offered in case of manufacturing faults.

30-Day money-back guarantee

For Active Mineral Powder Foundation only

We’d be sad to hear it, but if you’re not loving your first jar of Active Mineral Powder Foundation you can apply for a refund or store credit within 30-days of receipt.

For full-price or discounted purchases made without a store credit or gift card:

  1. You can only apply for a refund on your first order of Active Mineral Powder Foundation.
  2. You can’t redeem a replacement credit on the same order.
  3. The refund value will be equal to the purchase price of the Active Mineral Powder Foundation, excluding shipping and handling fees.
  4. You can only get your money back once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
  5. You click through and complete this form and let us know you’re after a refund, not a replacement.


For purchases made with a store credit or a gift card:

  1. You can only apply for a refund on your first order of Active Mineral Powder Foundation.
  2. You can’t redeem a replacement credit on the same order.
  3. Refund will be issued as store credit with a maximum of 3 months expiry and will be equal to the purchase price of the Active Mineral Powder Foundation, excluding shipping and handling fees.
  4. You can only get your money back once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
  5. You click through and complete this form and let us know you’re after a refund, not a replacement.

Products that are not eligible for our 30-day money-back guarantee include:


If you have any questions about refunds please email exchange@fitcover.com.

Fitcover stockists

Can I return or apply for a refund on a Fitcover product purchased through a stockist?

Our Stockists run their business separate to ours, so any products purchased from Fitcover.com cannot be returned/exchanged at our Stockists, and any items purchased from a Stockist may only be returned/exchanged from where you made your purchase.

Shipping

Domestic Shipping (Within Australia)

FREE STANDARD DELIVERY ON ORDERS OVER $99 AU

Shipping rates for delivery within Australia (orders under $99 AU):

  • Standard Fully Tracked Delivery: $10.88 AU
  • Express Tracked Delivery: $14.95 AU

     

    IMPORTANT UPDATE:

    As of 4/7/2020: Unfortunately, along with most of the world, AusPost has announced delivery delays due to COVID-19. You can read more here.

    Please expect that ETAs, as stated below, may not be met. For now, we recommend choosing the Standard Delivery service instead of Priority or Express when you place your order.

    Don't let this stop you from ordering your favourite Fitcover products! We appreciate you always. Please stay healthy and safe!

    Estimated Shipping Times
    • SA: Standard: Up to 3 Business Days | Express: 0 - 1 Business Days
    • VIC: Standard: Up to 4 Business Days | Express: 1 - 2 Business Days
    • NSW: Standard: Up to 6 Business Days | Express: 1 - 3 Business Days
    • QLD: Standard: Up to 6 Business Days | Express: 1 - 3 Business Days
    • WA: Standard: Up to 7 Business Days | Express: 1 - 3 Business Days
    • NT: Standard: Up to 13 Business Days | Express: 1 - 5 Business Days

    All above time frames are estimates and excluding processing time and are based on delivery to metro suburbs. For regional suburbs, add 1 - 2 days.

    International Shipping

    IMPORTANT UPDATE:

    As of 4/7/2020: Unfortunately, along with most of the world, AusPost has announced delivery delays due to COVID-19. You can read more here.

    Please expect that ETAs, as stated below, may not be met. For now, we recommend choosing the Standard Delivery service instead of Express when you place your order.

    Don't let this stop you from ordering your favourite Fitcover products! We appreciate you always. Please stay healthy and safe!

     

    FREE STANDARD DELIVERY ON INTERNATIONAL ORDERS OVER $99 AU EXCEPT FOR UK

    We offer worldwide delivery and cater for all countries. For more information about Fitcover shipping times in North America from our US warehouses please go to our USA store. For the rest of the word, please see estimates that follow.

     

    International Shipping Rates (for orders under $99 AU):

    • Standard International Delivery: From $15.99 AUD
    • Express International Delivery: From $69.94 AUD

     

    International Shipping Time Estimates (see AusPost shipping time updates here):

    • Zone 1: New Zealand | 6-12 working days
    • Zone 2: Western Europe, Asia and the Pacific | 15-25 working days
    • Zone 3: Rest of the world | 15-30 working days
    Processing times

    Normally, we process and ship all orders within 2 business days of payment being received, although we aim to send out the same day, or next business day in many cases. During peak times and sales, this may take a little longer.

    For any queries regarding shipping, please feel to email us at info@fitcover.com for information or clarification.

    Extra shipping info

    Please note that we cannot deliver to Armed Forces addresses.

    Please provide a street address for delivery whenever possible.

    *Freight cost estimates were current when we updated this page and may have changed. However, they do not include customs clearance fees, taxes or duties. If these additional charges are applied when your order reaches your country then these fees are your responsibility. If you’re unsure whether fees will apply, we suggest contacting your local customs office to ask about importing Fitcover goods for personal use.

    **International transit times are estimates calculated in working days. Sometimes there are delays with Customs, Quarantine, varying flight schedules and destination-specific factors that are outside of our control.

    RTS Orders

    If your order is returned to sender for any reason we will contact you to try and resolve the situation so you don’t miss out on becoming a #FitcoverLover like us. If you think your order has been returned then please email us at info@fitcover.com.

    Do you ship worldwide?

    We’d love to send Fitcover to every corner of the globe but from time to time different countries have movement restrictions for legal and/or biosecurity reasons. From our Australian warehouse, we ship with AusPost and you can access the latest information on shipping delays and restrictions here. If for some reason we can’t process or ship your order we will email you, so please add us to your trusted senders so we don’t miss each other in your spam filter.

    If you’re sure that AusPost can ship to your country then please see the "International Shipping" section just above for shipping costs and time estimates.

    Can I track my order?

    Yes! We send our Fitcover orders with domestic or international tracking numbers. You can virtually watch that box of Fitcover goodies make its way to you with the power of the internet.

    International: When the package gets to your country you should still be about to track your package through the AusPost website as well as through your local postal service website. It’s a good idea to keep an eye on this in case you need to coordinate with your local delivery service to finalise your delivery.

    *Please make sure you track your own order as Fitcover cannot track your order from our end to ensure it gets to you safely. Occasionally packages do go missing, if it has been sent and you have a tracking number, please contact your local postal office with your tracking number and they should be able to help.

    I wasn't home when they tried to deliver my parcel

    No worries!

    For all orders under $200, there is a standard ATL (Authority to leave) as long as there is a safe place. If you do not wish to have an ATL, please let us know prior to your order.

    You can also add more than one shipping address to your account (like a work address or an address of a family member or friend that you know will be home and then you’ll have a good excuse to pop in for a cuppa).

    If there is no safe place to leave the package, the courier will transport it to your local post office/courier company for you to collect. Please contact them as soon as possible with your tracking number.

    If you have done the above, and if you have not located your package, please contact us at info@fitcover.com and let us know so we can help you get to the bottom on it!

    Additional Shipping Fees

    FREIGHT COSTS DO NOT INCLUDE ANY CUSTOMS CLEARANCES, TAXES OR DUTIES - Please ensure you know your country import rules and regulations regarding importing Fitcover goods for personal use. The majority of countries have no extra charges, but for some countries you will be liable for taxes and/or duties etc.

    Any costs incurred after dispatch of the order from our facility are at the sole responsibility of the purchaser. If the goods are returned to us for any reason, including but not limited to, unpaid taxes and/or duties by the purchaser, you will incur a $15 AU fee from Fitcover to recoup the RTS (Return To Sender) fees PLUS a 10% re-stocking fee which is calculated on the RRP of the item/s you purchased.

    Shipping Addresses

    We are unable to deliver to Armed Forces addresses. Please provide a complete shipping address as much as possible which should include a unit/house/apartment number, street address, city, province or region, zip code and country. It is the sole responsibility of the customer to ensure the details being entered on an order, the shipping address included, are accurate and correct.

    Fitcover will not be liable for orders delivered to the incorrect address due to failure to double check the address stated on the order being placed. Please ensure you have entered the correct shipping address on the submitted order. Changes to a shipping address can be done if the order still shows “Unfulfilled” Status in our records or if there’s no tracking number or information on the order yet. We will not be able to make any changes to an order that is already in “Fulfilled” status.

    Payments & Refunds

    Payment Methods

    For Australian orders:

    • PayPal (PayPal Account)
    • PayPal (Credit/Debit Card)
    • Credit/Debit Card (Stripe Secure Processing)
    • Afterpay
    • Zip
    • LayBuy
    • Poli

    For USA/Canada orders:

    • PayPal (PayPal Account)
    • PayPal (Credit/Debit Card)
    • Credit/Debit Card (Stripe Secure Processing)
    • Sezzle

    For the rest of the World:

    • PayPal (PayPal Account)
    • PayPal (Credit/Debit Card)
    • Credit/Debit Card (Stripe Secure Processing)
    Store Currency

    Orders processed in our AU store are processed in AUD. Orders processed in our USA store are processed in USD. Fitcover is not responsible for additional fees charged by banking institutes for currency conversion.

    Do your prices include GST?

    All prices on our Australian Fitcover Store are inclusive of General Service Tax (GST) under Australian law.
    As you’re shopping in our United States Fitcover Store there are no taxes added to our product prices or during the checkout process.

    Changes or Corrections to a Submitted Order

    Changes/updates or corrections to a submitted order, like a change in shipping address or correction/additional information or a change of shade, can still be accommodated if the order is still UNFULFILLED. If our record will show a tracking number on it already, the order cannot be stopped anymore. Thus, the changes will no longer be applied.

    Order Cancellations

    Cancellation of One-Time Payment Orders

    Cancellation of orders can still be accommodated and processed IF the order still shows as Unfulfilled status in our records. It means, the order has not been created a shipping label yet for delivery process. If a tracking number has been emailed to the customer or the order shows Fulfilled in our records, we are unable to stop the shipping process anymore. Therefore, we cannot cancel and refund the order as requested. If an order you intend to cancel cannot be cancelled anymore, we advise to:

    • Reach out to Customer Service at info@fitcover.com ASAP to express your intent to cancel the order.
    • Monitor the delivery progress based on the tracking number emailed to you
    • When the parcel arrives and you are home to receive it, please advise the delivery personnel that you are “refusing” the parcel or “rejecting” the parcel so that they will just return the parcel back to us at no cost to you.
    • When the parcel happened to have been delivered in your address already, please bring the parcel back to the post office and advise that you are “refusing” the parcel or “rejecting” the parcel.

        As soon as our Fulfilment warehouse notifies us of your returned parcel, that is the time we will be able to cancel the order and process the refund less shipping fee.

        Cancellation of Order Under a Recurring or Subscription

        You may cancel your recurring subscription at any time by contacting Customer Service at info@fitcover.com or by filling out the General Enquiry Form or by simply by logging on to your Fitcover Account and going through the Manage Subscription area.

        Refund Amount

        Approved orders for refund/store credit will be refunded or have store credit issued at the purchase price of the product LESS postal/shipping fee. The postal/shipping fee is non-refundable unless the order has been requested to be canceled and the shipping label has not been created yet.