Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.

Shipping

How much does shipping cost?

Please see our Shipping Policy Page for all shipping costs and info.

Do you offer free shipping?

We offer free shipping on all orders Australia wide over $80. Use the code FREESHIPPINGAU at checkout to apply free shipping (if eligible.) This code does not combine with other discount codes but can be used with on sale / clearance items.

Currently we do not offer shipping discounts on orders placed outside of Australia however we do ship internationally.

*Please note International delivery costs do not include duties. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Cloudchaser Cosmetics is not responsible for these charges if they are applied. They are your responsibility as the customer. If you decline to pay the applicable taxes/duties or if your order exceeds limitations and restrictions, your package may be returned to us. In this case, initial shipping costs will not be refunded.

It is recommended that you contact your local customs office for information on what charges, limitations and restrictions may apply to your country and your order.

View our Shipping Policy Page for more information.

Please read our shipping policy carefully before placing orders. It is the customer's responsibility to be aware of these shipping rules and regulations prior to ordering from our website.

What shipping carriers do you use?

We currently use Australia Post for all orders.

Where do you deliver?

We ship domestically and also to a wide selection of international destinations.

Click HERE to see a list of the temporarily restricted locations. There are some locations that we currently cannot ship to.

Unfortunately, we do not ship to PO Boxes.

If you are ordering from outside of Australia and have any questions or want to check your countries current restrictions, please contact us at cloudchaser_cosmetics@outlook.com.

Duties & taxes

International delivery costs do not include duties. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Cloudchaser Cosmetics is not responsible for these charges if they are applied. They are your responsibility as the customer. If you decline to pay the applicable taxes/duties or if your order exceeds limitations and restrictions, your package may be returned to us. In this case, initial shipping costs will not be refunded.

It is recommended that you contact your local customs office for information on what charges, limitations and restrictions may apply to your country and your order.

International orders require a signature upon delivery. It is the sole responsibility of the receiver to provide an address where someone will be home and available to sign for the parcel. International couriers will not leave parcels unattended.

Should a parcel be returned to us for any of the following reasons and the receiver requests a re-delivery, initial shipping fees will also apply:

  • Multiple unsuccessful delivery attempts.
  • Failure to pay duties/taxes applicable to receivers country.
  • If the parcel remains unclaimed by the receiver.
  • Failure by receiver to contact the delivery service to (in their receiving country) To re-arrange a delivery.
  • Incorrect or incomplete address provided. 

*If a refund for the return is requested due to any of the above reasons, the initial shipping cost will not be refunded.

Tracking & Delivery

Orders & Processing time

We are a very small team but we try our hardest to ship out orders as quickly as possible!
Please allow a minimum of 1-2 business days to for us to process your order, this excludes weekends and public holidays

**We now offer Express Post options Australia wide. Please note that you will still need to allow extra time for your order to be processed and packed if you choose this option. If there are any shipping delays after your package has been shipped, please contact Australia Post for assistance. We apologize for any inconvenience and appreciate your understanding.**

In the event you need an item by a certain date, we suggest ordering in advance to avoid any shipping delays.

When will my order arrive?

*This is an approximate estimate taken from the Australia Post website*

Domestic standard orders can take between 2-8 days to arrive once shipped (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.)
Express Domestic  orders can take 1-4 business days to arrive once shipped (according to Australia post.) Due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.

New Zealand orders can take from 10-16 working days to arrive once shipped (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.).

International orders can take anywhere from 10 - 30 working days to arrive once shipped, depending where you are located (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.)

NOTICE: Due to the pandemic, you may notice some slight delays in regards to shipping. Many international destinations have incurred restrictions which limit how much product can be sent to them. This is unfortunately out of our control, and we hope you can understand.

How can I track my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available on the Australia Post tracking website. 

If you have any issues relating to your confirmation email or order, please contact us at cloudchaser_cosmetics@outlook.com. with your name and order number, and we will look into it for you.

For all information on our shipping policies, please refer to our shipping policy section

Can I update my order once it has been placed?

We process orders fairly quickly at Cloudchaser Cosmetics, however if you inform us immediately we may be able to make a quick adjustment if your order has not been shipped. Please contact us ASAP at cloudchaser_cosmetics@outlook.com and we will do our best to sort it out.

Refunds & Discount Codes

What are your refund policies?

*Due to Covid 19, we are temporarily unable to accept returns due to change of mind* See our current refund policy for more info.If by chance you receive a faulty item, please email us directly
at cloudchaser_cosmetics@outlook.com

Once an order has been made and paid for it is finalized and we cannot make alterations. We can however offer a full refund if needed (this does not apply if the order has already been shipped out.)If you have made an error whilst ordering please send us an email asap and we will review the issue and endeavour to resolve it.

Discounts & discount codes

If you sign up to our mailing list you will receive a "welcome" discount code that will give you 10% off your first order. We also currently give extra discount codes to anyone who leaves us a review on our website or facebook page (this is active for a limited time and is sent to you via email once you have completed a review.)

Please note, the welcome discount is valid for a customer's first order only. A limit of one welcome discount per person. We provide this discount as a gesture of appreciation to welcome new customers. To ensure that we can extend this offer to all new customers fairly, it is designed to be a one-time gift. Kindly be aware that, in cases where customers breach our store rules or policies or engage in fraudulent activities, we retain the authority to decline or refund an order. 

Discount codes cannot be used on any bundles or sale sale/clearance items. Discounts / codes cannot be combined.

I forgot to apply my discount code to my order!

Make sure to apply your discount to your order before proceeding to checkout, as we will not refund orders to re-apply discounts afterwards. Thank you for understanding!

About Our Products

Some items are out of stock, will you be restocking them?

Please reach out to us if you have any questions regarding certain styles / products.

Are your lashes cruelty free?

Yes, we are cruelty free!

Our 'Dreamer' and 'Full Moon' collections (currently in our clearance section) are cruelty free. They are made from mixed synthetic fibres and / or human hairs.

Our newest  'Goddess Collection' range are all vegan and cruelty free, and their packaging is also bio-degradable. These lashes are made from Korean PBT Fibres (polybutylene terephthalate) which is a synthetic semi-crystalline engineered thermoplastic.PBT has a good reputation for being super strong, flexible and resistant. They are a natural looking lash that tends to hold it's curl really well. It is also important to note, PBT lashes cause the least chance of an allergic reaction or irritation on human skin compared to other eyelash materials.

Are you glitters safe & can I use them around my eyes?

Our glitters are all non toxic, cosmetic grade and solvent resistant. They are safe to use on the face or body and additionally you can use them in other projects such as craft projects and nails ect.

Our glitters are cosmetic grade, this means they are recognized as being safe to use on the skin due to their materials and size / cut. However, no loose glitter is recommended for direct use on / around the eyes. If you choose to use glitters around the eye area, please be cautious. While we do not recommend it, the safest way to use glitters around the eye area is to secure them with an eye safe fixant product such as a glitter glue or gel.

Please be cautious if you intend to use glitter around the eyes and discontinue use if irritation occurs.

What Happens if I get glitter in my eye?
Even high grade cosmetic glitter can be an irritant if it gets in your eyes, it can even be painful too. By using cosmetic-grade glitter you are reducing this risk of irritation, but you cannot totally eliminate it.

If your eyes feel irritated or scratchy –do not rub them!Use eye drops if needed and irrigate the eye to rinse it out. If the irritation persists, see your ophthalmologist.

*Our glitters are cosmetics grade, please note that some face and body glitter brands may sell products containing craft (Plastic)  glitter. Craft glitter is not a safe glitter to be putting near the eye area at all, please be careful!

*You can find our Ingredients list for all of our current products below.

Ingredients Lists

Adhesive Eyeliners:
Water / Aqua, Butylene Glycol, PEF-40 (Hydrogenated Castor Oil), Phenoxyethanol, CI 77266, Styrene / Acrylates Copolymer.

*Adhesives can last up to 6months after opening depending on how they are kept *
Shelf life is approx 1 year.

Cloudchaser Cosmetics Glitters:
Polyethylene terephthalate, aluminium / CI 77000, Zinc Sulfide.


Cloudchaser Cosmetics Duochrome Eyeshadows:
Talc, Caprylic Triglyceride, Mica, Silica, Titanium Dioxide, Triethoxycaprylylsilane, Dimethicone, Calcium Sodium Borosilicate, Tocopheryl Acetate , Magnesium Stearate,  Hexylene Glycol , Ethylhexylglycerin, Caprylyl Glycol, Phenoxyethanol, Polyisobutene, Octyldodecanol,  may contain: D&C Red, 6ba Lake, D&C Red 27 Alum Lake, FD&C Blue 1 Alum Lake, FD&C Yellow 5 Alum Lake, Ferric Ammonium Ferrocyanide, Ultramarine Blue, Iron Oxides Yellow, Iron Oxides Red, Iron Oxides Black.

Cloudchaser Cosmetics Cloud Drops:
Isododocane, Polyisobutene, Trimethylsiloxysilicate, Octyldodecanol, Phenoxyethanol, Tocopherylacetate.
Shelf life is approx 1 year.


Cloudchaser Cosmetics Utopian Cream Flakes:
Mica, Talc, Caprylic Triglyceride, Silica, Titanium Dioxide, Triethoxycaprylylsilane, Dimethicone, Calcium Sodium Borosilicate, Tocopheryl Acetate , Magnesium Stearate,  Hexylene Glycol , Ethylhexylglycerin, Caprylyl Glycol, Phenoxyethanol, Polyisobutene, Octyldodecanol, MAY CONTAIN: CI77491, CI77492, CI77891, CI75120, CI45410, CI75810, CI77499. Shelf life is approx 2 years.

Cloudchaser Cosmetics Cloudliner Duochrome Eyeliners:
Aqua, Styrene/Acrylates Copolymer, Propylene Glycol, Xanthan Gum, Phenoxyethanol, D&C Black No2 (CI77266). Shelf life is approx 2 years.


Cloudchaser Cosmetics Cloud Dust - Loose Pigment:
Mica / Silica,Titanium Dioxide May Contain: D&C Red 28, FD&C Blue #1, CI 77000

Cloud Veil:
Synthetic Fluorhlogopite, calcium aluminum borosilicate, mica, nylon-12, HDI/trimethylol, hexyllactone, crosspoolymer, ethylhexyl palmitate, capric triglyceride, silica, dimethicone, BIS-diglyceryl, polyacyladipate-2, magnesium aluminum silicate, isododocane, 1,2-hexanediol, tin ooxide, triethoxycaprylylsolane, butylene glycol, sorbitan sterate, ethylhexyglycerin, pentylene glycol, glyceryl, caprylate, glycerin, caprylhyddroxamic acid, water.

Are your eyeshadows vegan & cruelty free?

Yes, our eyeshadows are all vegan friendly and cruelty free!

Are your eyeshadows / cosmetics handmade?

Currently we work with a manufacturer to create our eyeshadows, so they are not handmade. It is our goal in the future though to create our own handmade products in house!

Why does my eyeshadow appear chunky, squishy or different in color compared to the photos?

While we try our best to photograph products as accurately as possible, duochrome eyeshadows and micro glitters can be tricky to capture. Colours and finishes may vary slightly in person. We post lots of video content on our social accounts so if you want to see more, take a look there:
Tiktok: @cloudchaser_cosmeticsInstagram:@cloudchaser_cosmetics

We have a few different variations when it comes to our duochrome eyeshadows. There are more opaque metallic finishes, sheer based multi glitter finishes just to name a few. Shadows with more multi / micro glitters tend to be a little drier due to the ingredients and can have a little more fall out. The shadows themselves can be a little more fragile too in the pan. This is completely normal though so don't worry! We recommend using our Cloud Drops Mixing Medium with these shadows if you want to have more control and less fall out while applying them. Mixing mediums are not a necessity though, you can use the shadows as normal or apply them with your finger to make them pop even more!

If you receive an eyeshadow that has a slightly squishy / mousey texture don't worry, this is also normal! We have different formulas across our range with some being drier, flakier, foiled or moussey! We try to list as much info on each shade as we can (including the texture & consistency) on their individual product pages. One thing to note about the squishier shadows is that they will move around the  pan when you apply pressure to the product. You will notice a dip in these eyeshadows quicker then usual but this is because the product tends to move around the sides of the pan during application.

Please note that due to variations in our formulas / shades, the fill size of pans may slightly differ. Our eyeshadows are measured by weight rather than fill size or height and on average, each eyeshadow pan has approximately 1 gram of product. A pan that has been pressed more firmly may display this characteristic due to the increased pressure compressing the eyeshadow. Depending on the shade, this may occur, especially for shades we aim to safeguard during travel.

Kindly note that refunds or discounts will not be issued based on the appearance of the pan's fill level.

To maintain our eyeshadows at an affordable price point, it's crucial for all pans to adhere to this weight. Increasing the weight would necessitate a price increase

Your eyeshadows don't come in a palette, how can I store them?

Our eyeshadows can be placed into magnetic eyeshadow palettes. If you do not own an empty magnetic palette or if you need a new one,  we have two sizes available on our website - a nine pan size and an eighteen pan size.

What are Cloud Drops, how do I use them?

Our Cloud Drops Mixing Medium is a special liquid that helps to intensify your loose and pressed eyeshadows. Add a drop or two to your fave loose / pressed eyeshadow and apply as desired, you will notice a more intense colour payoff. Cloud Drops also help with application giving you more control over your loose shadows and less mess. Please note Cloud Drops do work best with shimmer / metallic eyeshadow formulas as opposed to mattes.

Are your Utopian Cream Flakes safe to use on the eye area?

Yes, they are safe for use on the eyelids however we never recommend using these products in the immediate eye area (such as your waterline.)

Please note, some colours can leave behind a slight stain after use. This can be removed with a good makeup remover oil or cleansing balm.

Always discontinue use if you experience any irritation.

Are your Cloud Dust Loose Pigments eye safe?

Yes, they are completely safe, you can find the ingredients list on each product listing page. Some formulas will feel slightly different depending on their finish, some are more flakier then others.

Always discontinue use if you experience any irritation.

How do I use your Cloud Dust Loose Pigment products?

Most of our Cloud Dust collections can be used as, you can use a brush, applicator or even your finger to apply them to the eye. For best results though we do recommend using a mixing medium like our Cloud Drops Matte Mixing Medium to apply them as this will intensify the color and give you more control over your application. We strongly recommend using a glitter glue such as our Cloud Paste to apply our Enchanted Meadows Collection though due to the nature of it's formula - it is a lot flakier then our other loose pigments. It can be a little tougher to apply and acts more like a glitter. Apply your adhesive to the desired area on your eye/face then once tacky, tap some of your pigment over top. You will end up with the most gorgeous, multi dimensional sparkle ever!

Extra Info

Do you collaborate with influencers, how can i get in touch?

While we appreciate you wanting to work with us we are currently not accepting collaborations or partnerships.

You can still support us by purchasing and sharing our products though!

How can I show you the makeup looks I create with your products?

Please tag us on Instagram using the hashtag #cloudchasercosmeticsau so we can see your amazing looks! Alternatively you can tag our account over on Tiktok as well: @cloudchaser_cosmetics.