Customer Service Information

Welcome

And thank you for giving me the opportunity to work with you! I’m so excited to help you on your skincare journey.

Working Together

This guide details our process and terms and conditions. Please read the guide before our project commences, and don’t hesitate to get in contact via email if you have any questions.

Download our guide to working together here.

Working together

Terms of Use

Please see our Supply Agreement for binding terms and conditions of order.

Business Hours

We operate Monday to Friday, 9am to 4pm.   We are closed on Australian and Queensland public holidays.

Communication

Email is our preferred choice of communication. Phone calls are for urgent matters only. This allows us to focus and give our complete attention to your project and other client orders. Taking phone calls throughout the day takes us away from production and therefore slows down our turnaround time for all. The quickest way to get a response is via email. Emails are checked regularly throughout the day and are responded to promptly.

Meetings

We are unable to offer face to face meetings. We are a family run boutique manufacturer and are extremely busy looking after 300 brands and counting. If we were to meet with all our brand owners as well as potential brand owners, we would never have any time to actually make the products. We understand this is how some people like or even need to do business and we can completely understand, however this is not an available option if you wish to go ahead with our company.

Showroom

We no longer have our showroom, we are strictly an e-commerce-based business and everything is done online. This allows us to keep our pricing down and allows our business to run more efficiently. Due to our privacy and confidentially practises we don’t offer warehouse viewings as we are always working on numerous orders for our brands, most of which have confidentiality contracts in place.

Location

Our head office and lab are located on the Gold Coast Hinterland, Queensland. Our lab follows strict GMP guidelines and our products are all made on site at our facility.

Production Capabilities

We have a maximum production limit of 1000 units per product. Larger quantities may be available for certain products, this can be discussed via email.

We are a boutique manufacturer and most of our products are either hand poured or manually filled. We have chosen this method, to allow us to make fresh batches every week. This method allows our clients to have a fresh product every single time with a full shelf life. Due to the natural preservation systems we implement here at Private Label Skin Care, we have a limited shelf life of 12-18 months, therefore we don’t want stock sitting at our facility ageing. Most larger private label manufacturers use a high percentage of synthetic based preservatives, with the main goal of making their products last for 3 - 5 years. This way they can make up a large batch with their machinery and can let it sit in the warehouse for 6 months or more before it needs to be sold.

This method not only decreases the percentage of actives in the product, the actives that are in there are losing potency every day and are not as effective as they should be.

International Orders

Private Label Skin Care can export our products to the following destinations

  • United States
  • Canada
  • Hong Kong
  • United Kingdom
  • New Zealand
  • Singapore
  • Malaysia

Please Note: International customers are responsible for ensuring that the products ordered can be lawfully imported to your country. When ordering from Private Label Skin Care Pty Ltd, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Additional charges for customs clearance must be paid by the recipient as we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. Orders shipped to countries outside of Australia may be subject to import taxes and customs duties levied by the destination country once a shipment enters the country. If you do get charged, the carrier will expect payment at the time of delivery.

International orders have a flat rate shipping cost of $18.95 for up to 20kg. Additional weight will incur additional costs. Shipping is free on all orders to Australia & NZ.

Goods will not be dispatched until payment for shipping is received.

Exporting

Private Label Skin Care Pty Ltd can supply MSDS (Material Safety Data Sheet) for each product as well as our Company Profile document free of charge. We can supply a COA (Certificate of Analysis) when requested, these are available for $25 each. COAs are usually requested if you plan to sell on Amazon or via some online platforms. MSDS are needed for shipping products into certain countries.

Please note: We do not help complete any other paperwork or documents on your behalf that you may require to export your products into certain countries. Please make sure you understand the above before starting with Private Label Skin Care Pty Ltd.

Certificates

We are 100% Vegan, Cruelty Free, Australian Made and use a number of Certified Organic Ingredients. We are not however “certified” with The Vegan Society, Certified Organic, Cruelty Free or Australian Made. Private Label Skin Care has our own Australian Made, Vegan, Organic and Cruelty Free logos which you can use. These are legally compliant. Please do not use any of the certified icons which can be found online, doing so is illegal.

Insurance

We are covered by EBM Insurance, who specialise in skin care insurance. As we are the manufacturer we are responsible for our formulations. If you choose to export our products, you would not be covered under our insurance policy. If you choose to use our products with salon machinery such as laser, microdermabrasion etc. you would not be covered under our insurance. Adding any additional ingredients into our products will also void insurance cover for you. It should be noted that we have been operating since 2013 without a single claim.

If you choose to add additional insurance, please contact Brooke McLaren at either (07) 55556222 or brookem@ebm.com.au from EBM Insurance and let them know you are with PLSC. EBM specialise in skin care insurance.

Custom Packaging

If you require custom packaging your only option is to purchase our bulk product and fill and label yourself. We cannot order in specific packaging and we cannot fill your packaging inhouse. Our only packaging options are located on our website.

Timeframes

Samples: Allow 7 days plus shipping time

10-500 units per product: Allow up to 30 days plus shipping time

1000 units per product: Allow up to 45 days plus shipping time

Salon Professional Products: Allow up to 30 days plus shipping time

Bulk Products: Allow up to 30 days plus shipping time

These turnaround times start once full payment has been made and we have received correct label files for any retail items. If label files are delayed, the order will be delayed.

PLEASE NOTE: DO NOT organise photoshoots, events, trade shows, launches etc. before your products have arrived, we can experience delays due to a number of reasons and PLSC will not be held responsible if your products do not arrive on time. 

Shipping

Please allow an additional 1-2 weeks for shipping, we ship all our orders from the Gold Coast. We do not have an express option so always allow enough time for shipping. WA, NT and TAS can take up to 14 business days to arrive.

Labels

If you choose to supply your own labels, please take your time creating them to ensure all spelling, grammar, addresses, font size, icon size and other important information is correct. Private Label Skin Care Pty Ltd will not be held responsible for any mistakes. There will be no reprints at the expense of Private Label Skin Care Pty Ltd. Please make sure you have read through our label catalogue before submitting your label files. A PLSC staff member will contact you within 48 hours of ordering with a special link for you to upload your labels.

Be aware that although we print and supply labels, we do not apply them to your products.

Unlabelled - We also have an option to purchase your products unlabelled. This means your products arrive clean skinned without any supplied. This has a saving of $1 per product.

Damaged Stock

If you receive any damaged products, please photograph and send to info@privatelabelskincare.com.au asap.

Bulk Items

We do not offer refunds on bulk items as these can be contaminated by incorrect sanitation methods on your end. If you receive a bulk item that is damaged or faulty please email us and we will let you know where this can be sent to for a credit. Please note if you leave your bucket/bottle half empty the air inside will breakdown the product and will decrease the shelf life. We do not replace, or refund opened bulk items for this reason. Bulk goods must be opened and then filled straight away.

Cancellations

Once payment has been made and labels submitted your order becomes non-refundable.

Dropshipping

We do not have drop shipping services and we cannot pack your products to dropship requirements.

Website Terms of Use and Disclaimer

Please refer to our Website Terms of Use and Disclaimer here: Website Terms of Use

Privacy Policy

Please refer to our Privacy Policy here: Privacy Policy