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FAQ

I don't know what shade to choose

We can help you!! (Click Here)

Fitcover to the rescue!

Just head across to https://us.fitcover.com/pages/contact-match-me, fill out the form and one of our amazing team member will be back to you in a jiffy with a shade suggestion! When attaching your photos, please make sure that are taken in good natural lighting, without any makeup on and we will recommend the best shade for you.

We will also send you a free samples of our foundation shades so that you can try them first to ensure a perfect match with every order of Mineralize Active Foundation or a Full Experience Kit. Please ensure you try the samples before opening the foundation as we will only exchange an UNOPENED jar of Foundation.

If you try the foundation samples and it is not a match, please let us know by emailing info@fitcover.com and we will happily exchange the shade for you.

Please note, it is very difficult to be 100% certain what shade you are through computer screens so if a recommendation is given, we sincerely apologise if it is not your perfect shade and can't guarantee that is will be.

To qualify for an exchange the original foundation must be returned UNOPENED. We will not accept any foundations that have been opened.

 

Free Samples

WIth every order containing a jar of foundation and/or Full Experience Kit you will receive a free sample pack so you can make sure you ordered the correct shade, before opening the main jar.

Free* Exchange

Our process of exchanges is as easy as we can see possible, and at no risk to you!


If you have ordered a jar of Mineralize Active Powder Foundation, used the free sample packs you receive with every order that includes a Jar of Active Powder Foundation and realised that you have ordered the incorrect shade, please go to the following link and complete the simple exchange process: https://us.fitcover.com/pages/exchange.

After you submit your exchange and send the UNOPENED main jar back to us, we will refund your shipping cost up to $7 USD by means of store credit, and ship the correct shade to your for FREE when we receive your return and verify that it is unopened.

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


* This process is only allowable one (1) time per customer.
* Shipping costs are only reimbursed in store-credit and is not transferable or exchangeable to money.
* To be eligible for shipping costs to be reimbursed, you must send us a photo or scan of your receipt with your parcels tracking number.
* The jar must be UNOPENED to be eligible for an exchange.
* Fitcover will reimburse your return shipping costs in store-credit to a maximum of $7 usd.

Satisfaction Guarantee

Free* Exchange

Our process of exchanges is as easy as we can see possible, and at no risk to you!


If you have ordered a jar of Mineralize Active Powder Foundation by itself or in a kit/bundle, used the free sample packs you receive with every order that includes a Jar of Active Powder Foundation and realised that you have ordered the incorrect shade, please go to the following link and complete the simple exchange process: https://us.fitcover.com/pages/exchange.

After you submit your exchange and send the UNOPENED main jar back to us, we will refund your shipping cost up to $7 usd by means of store credit, and ship the correct shade to your for FREE when we receive your return and verify that it is unopened.

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


* This process is only allowable one (1) time per customer.
* Shipping costs are only reimbursed in store-credit and is not transferable or exchangeable to money.
* To be eligible for shipping costs to be reimbursed, you must send us a photo or scan of your receipt with your parcels tracking number.
* The jar must be UNOPENED to be eligible for an exchange.
* Fitcover will reimburse your return shipping costs in store-credit to a maximum of $7 usd.

Refunds

We know you will absolutely love our products!

That's why we want to offer you a full 30-Day Money Back Guarantee!

If you have ordered a Jar of Mineralize Active Powder Foundation (which comes with FREE Sample packs) and used the Fitcover Mineralize Active Foundation Sample Pack and you are still unhappy with your purchase, please contact us at info@fitcover.com within 30 days of purchasing and we will send you the details on how the simple refund process works. Once the main products have been received and confirmed as unopened, we will provide a full refund of your original purchase price excluding shipping costs.

Please send us as much information as possible so we can take it into consideration when crafting our next piece of magic.

When am I not eligible?

Fitcover unfortunately cannot offer our 30 day money-back guarantee to you for any of the following reasons:

  • If you have contacted us prior to apply for an exchange, return or refund of any sort,
  • If the main product is opened when we receive the return,
  • Due to hygiene reasons, we cannot refund or exchange samples, brushes, serum, eyebrow cushion or mascara.

Exchanges, Returns and Credits

FREE* EXCHANGE: I ordered the wrong color, how can I exchange it for another color?

Absolutely!

We understand that purchasing foundation online can be tricky, so we have a trained team available to help you with your foundation shade selection. Just go to https://us.fitcover.com/pages/match-me and follow the prompts.

Our process of exchanges is as easy as we can see possible, and at no risk to you!


If you have ordered a jar of Mineralize Active Powder Foundation, used the free sample packs you receive with every order that includes a Jar of Active Powder Foundation and realised that you have ordered the incorrect shade, please go to the following link and complete the simple exchange process: https://us.fitcover.com/pages/exchange.

After you submit your exchange and send the UNOPENED main jar back to us, we will refund your shipping cost up to $7 usd by means of store credit, and ship the correct shade to your for FREE when we receive your return and verify that it is unopened.

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


* This process is only allowable one (1) time per customer.
* Shipping costs are only reimbursed in store-credit and is not transferable or exchangeable to money.
* To be eligible for shipping costs to be reimbursed, you must send us a photo or scan of your receipt with your parcels tracking number.
* The jar must be UNOPENED to be eligible for an exchange.
* Fitcover will reimburse your return shipping costs in store-credit to a maximum of $7 usd.

Faulty Goods

Exchange and/or store credit for Faulty Goods are offered in case of manufacturing faults. If you believe you have received a faulty item please send an email to info@fitcover.com immediately to request a Goods Return Form. This form must be submitted and the product sent within 14 days after receiving your order. Fitcover is not responsible for cost of return shipping. The returned product will be inspected and if deemed to be faulty a replacement or credit note will be sent to you, whichever you choose.

Failure to attach a photo will result in your request being unsuccessful.

You shall only be eligible for a exchange/store credit if the goods are unopened and unused.

Can I return/exchange products purchased from a Fitcover stockist?

Our Stockists run their business separate to ours, so any products purchased online 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.

Product Description and Colours

We do our best to accurately describe our products and shades. The shade you see will depend on the monitor you are using so we can not guarantee the accuracy of the colours/shades. If you need and further clarification, please email us at info@fitcover.com.

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.

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

After you have done the above, and if you have not located your package, please contact us at info@fitcover.com and let us know.

If we have advised you to contact the courier or post office and you didn't do so, and the package got returned back to us, we can not offer you an exchange, credit note, refund or to re-send your parcel.

About Fitcover and our amazing products

Do you test your products on animals?

NO WAY! Fitcover is a cruelty free, VEGAN makeup line meaning that we do not test on animals or use ANY animal derived products.

What payment methods do you accept?
  • PayPal (PayPal Account)
  • PayPal (Credit/Debit Card)
  • Credit/Debit Card (Stripe Secure Processing)
  • Afterpay for Australian orders
Do you ship worldwide?

Yes we sure do! Please see the "Shipping" section below for shipping costs and details.

Do you have a shop I can visit or a phone number I can call?

Yes we sure do!

You can call me directly on (+61) 0449 057 171

At this stage we do not have a store-front, which is why we send out FREE Sample Packs with all Full Experience, and Mineralize Active Foundation orders for you to test before you are committed to purchasing.

Do your prices include GST?

For all orders within Australia, all prices are inclusive of GST.

Is Fitcover an Australian company?

YES we are proudly 100% Australian made, owned and operated. :)

Do you use any dangerous chemicals in your products?

All our products are free from any nasty chemicals. We take the health of your skin very seriously.

Will you be getting any new products/shades?

We are always updating and growing our product range to keep up to date with the current trends. Stay up to date and sign up to our mailing list!

I have emailed you and have not had a reply yet.

We will always respond to your emails in a timely manner so if you have not received a reply from us within 2 business days, please check your junk folder as it may have gone there. Also please check the email address you have sent to is correct. For general inquiries info@fitcover.com

You may also want to contact us via our Facebook or Instagram to ensure all avenues are covered which will give the best rate of reply.

I have not received my order

We will post all orders out within 2 business days of payment being received, although we aim to send out the same day, or next business day. During peak times this may take longer. Once your order has been sent you will receive an email with your tracking details so that you can track your order. If you do not receive this please check your junk folder or email info@fitcover.com.

Please visit SHIPPING INFORMATION for a guide to delivery speed. Please note that once your order has left our office the delivery speed is out of our control.

If it is longer then the estimated delivery time and your order still has not been received please let us know by emailing us at info@fitcover.com and we will follow it up for you.

Please note that Sample Pack orders are not trackable.

I don’t know what shade foundation I need.

We can help!

Email a few photos of yourself to matchme@fitcover.com in good natural lighting, without any makeup on and we will recommend the best shade for you.

We will also send you a free samples of our foundation shades so that you can try them first to ensure a perfect match. Please ensure you try the samples before opening the foundation as we will only exchange an UNOPENED Foundation.

If you try the foundation samples and it is not a match, please let us know by emailing info@fitcover.com and we will happily exchange the shade for you.

Please note, it is very difficult to be 100% certain what shade you are through computer screens so if a recommendation is given, we sincerely apologize if it is not your perfect shade.

To qualify for an exchange the original foundation must be returned UNOPENED.

We will not accept any foundations that have been opened.

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

YES we can!


Please email info@fitcover.com with your concerns or queries and one of our makeup artists will get in contact with you asap.

Shipping

Domestic Shipping (Within USA)

FREE DELIVERY OVER $55!

Standard Delivery: $7usd

2 to 3 days to most major cities Up to 5 days to rural cities on the east or west coast 2nd Day Air Delivery: $20usd

2-day delivery guaranteed Next Day Air Delivery: $30usd

Guaranteed overnight delivery Processing time: We ship our orders out the same day if your order is placed prior to 12pm (Central Time Zone) on a business day. If your order is placed on a non-business day or after 12pm your order will ship out on the next business day. Processing time is in addition to the shipping times stated above.

International Shipping

Please note that we cannot deliver to Armed Forces addresses. Please provide a street address for delivery whenever possible.

Worldwide Delivery (excl. USA):

Standard Delivery:

- Canada $10usd (7-10 days)

Express Delivery:

- Canada $50usd (2-3 days)

All other countries outside of USA and Canada, please go to www.fitcover.com

We offer worldwide delivery and cater for the vast majority of countries (many not listed above). If we do not offer shipping to your country as standard, please contact us at info@fitcover.com to find out if we can. Please proceed through to checkout, and enter your country and details to see if we do or not.

Processing time: We ship our orders out the same day if your order is placed prior to 12pm AEDT on a business day. If your order is placed on a non-business day or after 12pm your order will ship out on the next business day. Processing time is in addition to the shipping times stated above.

* INTERNATIONAL TRANSIT TIMES ARE ESTIMATES ONLY - STATED IN WORKING DAYS TO THE INTERNATIONAL GATEWAYS ONLY.

* INTERNATIONAL TRANSIT TIMES ARE SUBJECT TO CUSTOMS AND QUARANTINE DELAYS, VARYING FLIGHT SCHEDULES AND DESTINATION SPECIFIC FACTORS.

* 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 there will be 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 $10 usd 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.

* NO SHIPPING FEES WILL BE REFUNDED FOR ANY REASON

Can I track my order?

Yes! For all orders you will be able to track your order right to your door :)

International: When the package gets to your country, you will no longer be able to track your package through AusPost. Please contact your local courier provider with your assignment number.

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

Contact Us

How can I contact Fitcover?

Please contact Fitcover customer service team at info@fitcover.com (Monday to Friday 9.00am – 5.00pm ACDT) with your name, order number, product purchased and your enquiry.


General questions: info@fitcover.com

Shade match: MatchMe@fitcover.com

 

Exchange details: Exchange@fitcover.com

Business related: Admin@fitcover.com


Alternatively, scroll to the bottom of this page and there is a contact form.

Subscriptions

Cancellation

You may cancel your recurring subscription at any time by contacting Customer Service at info@fitcover.com or by filling out a form at https://us.fitcover.com/pages/general-enquiry or by simply by logging on your Fitcover Account and going through the Manage Subscription area.

Please note the following:

If you decide to cancel and be refunded for the first and second order, we will charge an early cancellation fee which is the 15% discounted amount.
Ex. If you have ordered for product A that costs $57.00AUD, since you're subscribed, you only paid $48.45AUD. You were discounted $8.55AUD.
If you cancel right after the first order or second order, you will only be refunded the amount less the discount.
So from the given example, you will be refunded $39.9AUD.
If you decide to cancel and be refunded for the 3rd and succeeding orders the standard refund policy will take effect. No early cancellation fee will be deducted.

POLICIES AND DISCLAIMERS

Policies

Terms and Conditions

By purchasing, you agree to all policies, terms and conditions of sale as stated right throughout this page.

Disclaimer

It is recommended to use Fitcover Australia (Fitcover Group Pty Ltd) products, and Fitcover products only, with no other products under, on top of or mixed with any Fitcover products. Please discontinue use immediately if irritation occurs and consult your doctor for medical advice. Our full list of ingredients is on the product label. As we cannot control what other products are used in conjunction with Fitcover products, Fitcover accept no liability above and beyond the full purchase price of the product purchased in question. Fitcover Australia, owned and operated by Fitcover Group Pty Ltd, will be liable for and limited to the full purchase price of the item/s purchased from Fitcoveraustralia.com and no further. 

Privacy Statement

PRIVACY STATEMENT


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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?


When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


SECTION 2 - CONSENT


How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.


How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@fitcover.com or mailing us at:

Fitcover Australia

Meredith Avenue Glengowrie South Australia AU 5044


SECTION 3 - DISCLOSURE


We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


SECTION 4 - SHOPIFY


Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.


Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).


SECTION 5 - THIRD-PARTY SERVICES


In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.


Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Google analytics:

Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at


SECTION 6 - SECURITY


To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


SECTION 7 - COOKIES


Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where



SECTION 8 - AGE OF CONSENT


By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


SECTION 9 - CHANGES TO THIS PRIVACY POLICY


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


QUESTIONS AND CONTACT INFORMATION


If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@fitcover.com or by mail at

Fitcover Australia

[Re: Privacy Compliance Officer]

Meredith Avenue Glengowrie South Australia AU 5044

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Claims

Sweat-proof

Our claims are backed up by our customers and their real-life results that have not been remunerated in anyway to say or back "sweat-proof" claims. Our claims are not backed up by scientific tests as there are no current tests for "sweat-proof". Fitcover Australia (Fitcover Group Pty Ltd) does not guarantee that the Fitcover Mineralize Active Foundation will not run, smudge, or wear off during physical activities. The reason behind this is that we cannot guarantee that the products used before or after the Fitcover Mineralize Active Foundation will be compatible, which may impact the durability. Fitcover Australia can also not guarantee the environment, workout, physical stress on the face (rubbing with a towel etc).

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