FAQ

FAQ

Does Fanola test on animals?
Fanola products are not tested on animals as required by EU law as these products are manufactured in Italy.

What is the shelf life of your products?
Minimum 12 months to 24 months depending on the product as advised on the packaging.  

Does Fanola provide grey coverage?
Yes, it does. Formulated carefully according the instructions, you will achieve grey coverage.

Can a permanent hair colour be applied over the top of a tone-on-tone hair colour? Can a tone-on-tone hair colour be applied over a permanent hair colour?
Fanola colours are hybrid colours. By changing the developer, you are able to achieve a permanent, demi or a semi-permanent colour.

How can I remove colour staining on my skin?
Yes. Use a bit of water around the hairline to emulsify the colour and this will help to lift the staining. Fanola also has a stain remover that will assist in colour stain removal.

If I already have a colour in my hair and I want to use a new lighter shade, will it work?
No, colour won’t lift colour.

Is it important to do the sensitivity test before trying Fanola colours?
Yes, it is. 48 hours prior to getting your colour done.

How do I know if I should use No Yellow or No Orange shampoo?
No Yellow’s violet pigment was designed to counteract yellow tones in blonde hair. If your hair has orange tinges, No Orange’s blue pigments counteract orange tones in dark blonde hair.

For other technical advice, please call our support team on 1300 FANOLA.

How do I request a refund?
If you would like a refund, please contact our team by emailing [email protected] or call our sales team on 1300 FANOLA.

Please note that the buyer is responsible for return postage (unless otherwise agreed) and tracking is recommended as a refund can only be granted upon items being returned and received by our team. AMR is not responsible for any loss or damage on returned items.

What do I do if I have a faulty product/item?
If you have a product that is damaged or faulty, please contact our team. Please ensure to locate your sales order number and invoice prior to requesting a refund. If the item is not deemed damaged or faulty, then you are required to cover the cost of the postage to have the item returned to you. If the item has been ruled faulty, then we will arrange a replacement or refund. If an item is no longer available, we will offer a refund or exchange to a similar item of the same value.

Returned items must be in good condition or Fanola will take no responsibility for items that are damaged or lost in transit. We highly recommend you send your package through registered post or a reliable courier service to ensure it does not happen. For more information regarding warranty or returns, please contact the Fanola team on 1300 FANOLA.

I have purchased the wrong product/changed my mind, can I return these to you?
We can offer an exchange for a purchase made within 14 days given that the item is unused or unopened. The item must be in its original packaging and in the same condition as when you purchased it. A receipt of purchase or invoice must be retained, otherwise we are unable to accept the item/s. Please note that some items may not be returned or exchanged if breaching health regulations. For further information regarding returns, pleas contact our team on 1300 FANOLA.

I have received my order and some of my products have been damaged. What do I do?
Notify Fanola within 48 hours of receiving your products if your product has been delivered in a damaged condition. Please email us at [email protected] including images so we can pass on feedback to our dispatch team and couriers.

If the parcel has been heavily damaged, we recommend that you reject the parcel and have the courier return it to us immediately. Upon signing for the parcel, you are agreeing to accept the package in the condition it has been received. In this instance, we are not responsible for any compensation as you have signed for it in that condition.

How do I track my order?
Upon dispatch, you will receive an email notification with all your tracking details. This email will include details of your courier and tracking number. Any order queries can be made directly to our team on 1300 FANOLA.

How long will my order take to arrive?
Delivery times are dependent on your location. Fanola will do our best to ensure that we dispatch your orders on the same day as the order is placed. Same Day Delivery service can be offered to customers who place their orders before 12 noon. Please note we do not dispatch orders on the weekend. Public holidays can also add a further delay to the times below:

Metro Estimated Delivery
Sydney Metro – 1-3 business days
Brisbane Metro inc. Gold Coast, Sunshine Coast – 1-3 business days
ACT Metro – 1-3 business days
Melbourne Metro – 1-3 business days
Adelaide Metro – 3-5 business days
Hobart Metro – 6-8 business days
Perth Metro – 7-10 business days
Darwin City – 7-10 business days
Alice Springs – 7-10 business days
Country / Rural Estimated Delivery

Delivery Destination and Estimated Delivery Time
QLD – 3-6 business days
NSW – 3-6 business days
ACT – 4-8 business days
VIC – 4-8 business days
SA – 6-12 business days
WA – 10-16 business days
NT – 10-16 business days
TAS – 10-16 business days

Has my order been sent?
Once your order is dispatched an email will be sent to you with tracking information so you can keep an eye on your order.

You should receive an email within 24 hours of placing your order. If you haven’t, then please contact our team on 1300 FANOLA or submit an enquiry to [email protected] Please ensure to include your sales order or invoice in your enquiry. Please note that orders will not be dispatched on weekends, so if you have placed an order on a Saturday or Sunday, it will not be dispatched until Monday.

What is the delivery cost?
Standard delivery fee is $10 for public customers. For orders over $50, we will offer free shipping.

Standard delivery fee is $20 for trade customers. For orders over $200, we will offer free shipping.

If applicable, we can offer delivery via Australia Post for a flat rate of $8.95 for small items only. If you spend over $XXX online we will happily cover the delivery cost.

Where is my tracking number?
When your item has been consigned and dispatched, you will automatically receive an email with tracking information. Please check your email before you request a tracking number.

Alternatively, you can view your orders on your account. Simply log in and click “my orders” and you will have access to a tracking number from here.

If your tracking information hasn’t been received within 24 hours, please contact our team via email [email protected] quoting your sales order number on your enquiry or contact our team on 1300 FANOLA.

Why is my delivery charge so expensive?
We strive to offer the best service to our customers and hence rely on reputable courier services that charge a slightly higher premium. If you have any queries regarding delivery charges, please contact our customer service team on 1300 FANOLA to further investigate.

I have placed my order but noticed I put an incorrect/wrong address. Can I change it?
If the order has already been dispatched, we are unable to change the address as it is already en route. In some cases, the courier company can update the delivery address by contacting them directly, take note that rarely a re-delivery is required which will attract a re-delivery fee. If the order is returned to us due to incorrect address, a second postage fee will apply for re-delivery. Please contact our team immediately if you notice an incorrect address has been submitted.

What if I am not home to receive my delivery?
We will require a signature upon delivery for security reasons. If you are happy to have your order delivered without signature, please leave a note when you place the order.

If permission to leave has not been granted when placing the order, a calling card will be left for you to contact the courier for re-delivery.

By authorising your parcel to be left without a signature, you are agreeing to accept full responsibility if the parcel goes missing or is damaged.

Do you deliver internationally?
We are currently only catering to the Australian market at this current stage. Please visit Fanola.net for purchases in the US and Fanola. It for purchases in Italy.

I have tracked my order but it hasn’t arrived even though it has passed the ETA, what do I do?
The ETA that is provided from our couriers is an estimated time only.

Delays may occur during public holidays or due to severe weather. If you have any concerns, you can email our team at [email protected] or contact the courier directly. This can be found via tracking.

Why won’t your website let me enter a PO box as my delivery address?
Our couriers require a signature upon delivery, for this reason we are unable to delivery to a PO box.

Can I pick up my order up?
At this stage we do not have a pickup option available.

Am I able to place an order and have it delivered at a later date?
If you wish for your order to be held please contact our team on 1300 FANOLA and notify our staff of your desired dispatch date. Payment will need to be made in full at time of order to guarantee fulfilment of your order.

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