Frequently Asked Questions
Find answers to common questions about ordering, payments, delivery and shopping with Collective Beauty Supplies.
Orders & Payments
Can I shop with Collective Beauty Supplies if I'm not a beauty professional?
You can browse our full range online. Our products are primarily selected for beauty professionals, and some are intended for professional use only.
Please check individual product information before purchasing to make sure an item is suitable for your needs.
What payment methods do you accept?
All available payment options are displayed at checkout. You can choose your preferred method before completing your order.
Can I change or cancel my order after placing it?
If you need to make a change, please contact us as soon as possible with your order number.
We'll do our best to help, but once an order has been packed or dispatched, changes or cancellations may no longer be possible.
What happens if something I've ordered is out of stock?
If an item becomes unavailable after you've placed your order, we'll contact you to discuss the available options, including a refund for the unavailable item.
Can I order products that are currently sold out?
If a product is showing as sold out, you're welcome to contact us to ask about availability or upcoming stock.
We can't always provide an exact restock date, but we'll share what we know.
I haven't received my order confirmation. What should I do?
Order confirmations are normally sent to the email address entered at checkout.
Check your junk or spam folder first. If you still can't find it, contact us with your name and the email address used when ordering so we can help.
Shipping & Delivery
How much does shipping cost?
Shipping costs are calculated and displayed at checkout before you complete your purchase.
For more information, visit our Shipping & Delivery page.
When will my order be dispatched?
Orders placed before 1pm (Sydney time) on business days are dispatched the same day. Orders placed after 1pm, on weekends or public holidays will be dispatched the next business day.
Dispatch times may vary depending on order volume, stock availability. Please refer to our Shipping & Delivery page for current processing information.
How long will my order take to arrive?
Delivery times depend on your location and the shipping service used.
Once your order has been dispatched, the delivery timeframe will depend on the carrier. Any estimated delivery dates are guides rather than guaranteed arrival dates.
How can I track my order?
If tracking is available for your delivery, you'll receive the tracking details once your order has been dispatched.
You can use those details to follow your parcel's progress with the delivery provider.
My parcel hasn't arrived. What should I do?
Start by checking your tracking information for the latest update.
If your parcel appears delayed, missing or marked as delivered but hasn't arrived, please contact us with your order number so we can help investigate.
What if my order arrives damaged, incorrect or missing an item?
Please contact us as soon as possible with your order number and a description of the issue.
For damaged or incorrect items, photographs of the products and packaging can help us investigate.
We'll work with you to resolve the issue in accordance with your rights under Australian Consumer Law.
For more information, see our Returns & Refunds policy.
General Questions
Is Collective Beauty Supplies the new Locks Lash?
Collective Beauty Supplies is the new home of the Locks Lash product range, now under new ownership.
You'll find familiar products alongside a fresh brand and a new online shopping experience.
Are the Locks Lash products still the same?
Many of the products you know from Locks Lash are now available through Collective Beauty Supplies.
We're working through the range as we establish the new store, so availability and product listings may change.
If you're looking for a particular product, get in touch and we'll help you find it.
I used to order from Locks Lash. Do I need to create a new account?
Collective Beauty Supplies operates through a new online store, so your previous Locks Lash customer account may not be available here.
You can place an order through our website using your current details.
Who is behind Collective Beauty Supplies?
Collective Beauty Supplies is owned by Amber, a beauty professional who has worked in the industry since 2010 and has run her own salon, A Rae of Beauty, since 2015.
That hands-on experience shapes how we approach our products, customer service and the shopping experience.
Want to know more? Visit Our Story.
I can't find a product I'm looking for. Can you help?
Of course! If you're searching for a familiar favourite or something specific for your salon, we'd love to hear from you.
Get in touch and let us know what you're looking for. We'll see how we can help.
How do I contact Collective Beauty Supplies?
You can reach us through the Contact page on our website.
Whether you have a question about an order, need help finding a product or want to make an enquiry, we'd love to hear from you.
Still have a question?
Can't find the answer you're looking for? We're always happy to help.