Customer Service FAQ

How do you pronounce the word Aveda?

The correct pronunciation of Aveda is "a-váy-duh".

Do you perform testing on animals?

Aveda is a cruelty-free brand. We do not test on animals and never ask others to do so on our behalf. Our products are "people-tested." Being a cruelty-free brand is an important part of our mission to care for the world we live in and for those we live with, and has been since our founding in 1978. To learn more, click here.

Is Aveda Vegan?

As of January 1, 2021 Aveda is 100% vegan.

For more information please see our sustainability landing page

What is your Mission Statement?

Our mission at Aveda is to care for the world we live in, from the products we make to the ways in which we give back to society. At Aveda, we strive to set an example for environmental leadership and responsibility, not just in the world of beauty, but around the world.

Where is my Order?

Want to see where your order is at? Visit our Track My Order page to find live updates.

Can I make a change to my order?

Unfortunately, we cannot make any changes to an online order once payment has been received. Please see the link to our returns form to ensure you meet the conditions of our returns policy and follow the instructions. All returns must be received within 14 days of receipt of the order. Once received by our returns department, we will contact you to confirm that the exchange or refund has been actioned.

Can you send samples of your products?

When you shop with us online you’ll receive 3 complimentary samples with every order. Plus, we have discovery sets available for purchase. These sets allow you to try out some of our products and then receive a voucher redeem on your next order. Check them out here.

Litre Size Pumps

At Aveda, we strive to set an example for environmental leadership and responsibility. With that in mind, we will no longer be supplying a Pump with the purchase of our 1 Litre Bottles. Instead, you can purchase these for $2 each if and when required.

How can I choose the best products for me?

Aveda has a wide range of products for all hair types. To assist you in choosing the best product for you, try our hair and scalp check. You can take the quiz online or book in for an in store or virtual appointment here.

I am missing a sample from my order.

We are sorry to hear that your recent order was missing its sample gift. Please note that these samples are only available until stocks last and are substituted where possible.

I forgot to enter an offer code.

All promotional offers have specific terms and conditions associated with the offer. With online offer codes, only one code may be redeemed per offer and the code must be entered at the time of ordering. We are unable to amend an order once payment has been received and, as such, cannot add any offer code, or dispatch the offer separately. We do apologise for any inconvenience.

What is the packing used in my online order box made from?

It’s called Bio-Fill, which is made from corn and potato starch in South Australia, and is used as an environmentally friendly alternative to Styrofoam packing materials. It is biodegradable, compostable and recyclable.

Can I change my shipping address after my order is placed?

Unfortunately, we are unable to make changes to orders once they are placed within our system. if you wish to change the shipping address once the order has been dispatched, you can do this directly with Australia Post here or call them on 13 76 78.

Alternatively, you can phone us to organise a cancellation on your order and you can place the order again.

Why is my favourite product discontinued? Can I still purchase it?

As you know this item has been discontinued and is no longer available. Please know that the decision to discontinue a product is rarely an easy one, and the matter is always given significant thought and consideration, including an analysis of nationwide purchasing patterns and also the latest technological advances. You can be assured that it is certainly not our intention to disappoint you! We recommend connecting with one of our Live Chat consultants to discuss an alternate product recommendation.

How do I locate an Aveda store, salon or spa?

By clicking here you can search for Aveda Salons, Spas or Experience Centers in your area.

How do I get information on investing in Aveda?

Aveda Corp. is a wholly owned subsidiary of the Estée Lauder Companies Inc., a publicly traded company. The NYSE symbol for Estée Lauder is EL. For financial information and an annual report, please visit Estée Lauder online at www.elcompanies.com.

How do I get a list of ingredients for Aveda products?

We will be happy to provide ingredient listings for any of our products. Please do not hesitate to contact us with the names of the products you are interested in and we will be happy to assist you.

Is Aveda safe to use during pregnancy and breastfeeding?

All products produced by Aveda have undergone extensive safety review. However, individual medical conditions present unique circumstances that may warrant product review with a physician. Pregnancy and breast-feeding create many physiological changes, so we recommend that you consult with your doctor prior to using cosmetic or skin care products while pregnant if you have any questions or concerns. If you would like an ingredient listing to take to your doctor, please let us know and we can send this to you for reference.

What is Aveda doing about REACH, the new EU chemicals regulation?

Click here to learn more about REACH for Consumer, Web Site, and Media Responses.

Is Aveda part of Estée Lauder?

Yes, The Estée Lauder Companies Inc. purchased Aveda in 1997.

How do I carry Aveda products in my salon/spa?

We partner with salons and spas that share our vision respect for the Earth, passion for the best creative and technical work, and nurturing, high-touch care. If you'd like to find out more, start the process here .

I'm not receiving my email newsletter; or My Internet Service Provider filters unwanted email and spam. Could these filters block email that I wish to receive?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If your Internet Service Provider (ISP) or email client filters or blocks email, it may be affecting email you wish to receive. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. You can also add our email address (news@em.aveda.com.au) to your address book. This will ensure that all future correspondence regarding your Aveda Online order will be accepted. If you have further questions, please contact us at 1800-292-069 (AU only).

How do I write a product review?

We're thrilled to hear your feedback. To write a review, visit the product page and click "Write a Review." You will be asked to login, or if you are a new customer you will need to register on Aveda.com. After you fill in your review submission form, simply submit. Reviews that follow the Review Guidelines and Aveda.com.au Terms & Conditions should appear within 72 hours.

Do Aveda products contain parabens?

At Aveda, we are guided by a fundamental philosophy where health and safety are our first priorities. Delivering a microbiologically safe product to our network is one of our most important commitments. Aveda's mission and principles, on which the company was founded, have always steered us toward preferring pure flower and plant essences to petrochemicals. Because the Company constantly targets and tracks expanded use of plant-derived content in its formulas, Aveda has been actively researching plant-based alternatives to parabens and phasing in the removal of parabens from its formulae. We no longer manufacture any products formulated with parabens.

Do Aveda products contain sulfates?

We do not use SLS or SLES in our shampoo. However, we do use ammonium lauryl sulfate, coco-babassu sulfate and many other surfactants derived from babassu, palm and coconut. These are all foaming ingredients used for cleansing and so have similar functions and names. The difference is the starting materials used to make these foaming ingredients. Aveda always uses plant (coconut, babassu or palm) for these foaming ingredients where other companies will use petroleum or animal by-products. When the foaming ingredient appears on the label of a product, there is no way to know which starting materials were used although the foaming ingredient name will be the same.

Using Aveda's exclusive Babassu Betaine technology, Aveda has offered sulfate-free shampoos since 1996 and currently offers 6 shampoos formulated without sulfates: Invati™ Exfoliating Shampoo, Invati Men™ Nourishing Exfoliating Shampoo, Damage Remedy™ Restructuring Shampoo, Dry Remedy™ Moisturizing Shampoo, Be Curly™ Co-Wash and Men’s Pure-formance™ Shampoo. Aveda also currently offers 4 sulfate-free skin cleansing products: Outer Peace™ Foaming Cleanser, Pure Comfort™ Eye Makeup Remover, Botanical Kinetics™ Purifying Creme Cleanser and Botanical Kinetics™ Purifying Gel Cleanser.

Do Aveda products contain gluten based ingredients?

We appreciate you inquiring about the ingredients in Aveda products. We regret we do not have a listing of Aveda products that are gluten free to offer you. We apologise for any disappointment this may cause you.

Consumers will find ingredient listings on our primary packaging material, in accordance with FDA regulations, using names which are standard throughout the cosmetic and fragrance industry. Because of the vast number of raw materials from different sources, it is not possible to guarantee that our products are completely free of any of the grains specified.

We are happy to provide the ingredient listings for any Aveda product you are interested in using. Please contact us at consumercare-au@gcc.aveda.com with the specific names of the Aveda products you are interested in. We recommend reviewing these listings with your physician.

We invite you to call Aveda Customer Relations at 1800-292-069 (AU only) to discuss any questions you have.

Why does Aveda not have allergen statements on their packaging?

It is imperative that consumers be aware of their personal ingredient sensitivities and take proactive measures in their beauty regimen. Prior to using a new product we recommend thoroughly reading and understanding the ingredient listing for that product.

We would like to take this opportunity to reassure you that Aveda products are formulated under strict guidelines, and are carefully safety tested. However, you are undoubtedly aware that some people experience individual sensitivities to a great variety of things that are almost always present in one's environment - diet, clothing, medication, etc. These personal sensitivities do not detract from the excellence of a particular product but may indicate there is something in the product to which the individual is sensitive.