Frequently Asked Questions


How much do you charge for delivery within Australia?

The delivery fee is calculated by the weight of the items plus the delivery location.

Do you ship outside of Australia?

We do. There will be a shipping charge and orders are dispatched within 2-3 days from the date of purchase.

What happens if I received a damaged product upon delivery?

It is possible that an unlikely event during shipping happens and you receive a damaged product, please contact us immediately.

For all other shipping and returns policies and concerns, please visit this page.

See the Shipping and Returns page

What accreditations do you work to?

Trulux has obtained third-party certification to ISO 22716:2007 – Cosmetic Good Manufacturing Practices, ISO 9001:2008 – Quality Management Systems, HACCP Codex, COSMOS, ACO - Australian Certified Organic, and Australian Trusted Trader.

Can you test products containing active ingredients?

No. All testing is done at a third-party laboratory.

We are concerned about animal testing in beauty companies. What is your policy?

We share your concerns and do not support and have no involvement in any form of animal testing.

Can you help me with colour cosmetics?

No. We can only assist with colour matching and tinted creams and foundations.

We feel our project is unique and we are concerned about confidentiality, what is your policy?

We fully understand your concerns and we are used to working on confidential projects. We have a standard confidentiality policy (Non-Disclosure Agreements). If you require a facility visit, we can arrange for visually secured conditions to observe confidentiality during the filing and packing process.

Do you charge a development fee?

Yes, a development fee is charged depending on the project and the complexity. Once we have a product brief we can provide a quote.

If you develop the formula who owns the Intellectual Property?

If we are doing R&D for you, the Intellectual Property will be owned by you once the project has been completed and signed off. Private Label Products Intellectual Property is owned by Trulux

I don't have a formula. Can Trulux formulate one for me?

Absolutely! We have a team of highly-skilled, qualified professionals who will work with you to create an innovative, effective formula.

I already have a formula. Will Trulux manufacture it for me?

We will manufacture any customer-supplied formula. Testing will have to be done prior to ensuring the formula is correct. Please note that there are costs involved with this.

I am interested to create specialist gift packs to support my main product from time to time e.g. Valentine’s Day, Mother’s Day, etc., can you help?

Yes. Not only can we construct the whole gift pack we can also supply an enormous range of supporting items ranging from candles to body butters.

Can you label or decorate my containers?

Yes, we can label your products as well as help design your packaging.

Do you clear the product for micro contamination before dispatching?

Yes, all products are tested prior to dispatch.

Are there minimum order quantities?

Like all bespoke manufacturers, minimum volumes are involved. Our minimum order size is at 1kg (10 units) for Private Label and Contract Manufacturing orders.

Do we have to order minimum volumes?

We feel you may be pleasantly surprised to learn that our MOQs are not as overwhelming as you may think. Please contact us directly to discuss your project. We will always try to find a solution that will work best for you.

Can I use natural/organic ingredients?

Yes. We would be delighted to discuss your requirements and the optionsavailable.

Are you licensed to manufacture and fill Certified Organic products?


I want to create a premium nutraceutical brand, can you help?

Yes. We have a strong heritage not only within the cosmetic arena but also in neutraceuticals. We would be happy to discuss your requirements.

Would we be able to have a wide choice of packaging styles?

We have a wide variety of standard and bespoke packaging options for jars, bottles, containers, pumps, tubes, cartons, display cases, etc. which can fit the requirement of the brand identity you are trying to achieve.

How do I find a lid or closure that fits my bottle?

There are many packaging companies that we closely work with. Our team can assure you that we will be able to find a suitable closure for you.

What are your payment terms?

We only work on a pre-payment basis. We accept all credit cards (American Express, Mastercard, Visa), direct deposit, and PayPal.

I am interested in private label products, what do I need to know before contacting you?

Regardless of where you are at your project - whether you have a generic brand idea or a clearly defined product brief, please do not hesitate to contact us. We can supply you with a new product development form, which includes a set of questions that can help structure your ideas better. Or even help you develop your product further.

If I have a product(s) that I want to launch, what information do I need to bring to the first meeting to make it as constructive as possible for both parties?

Please download our New Product Development form and fill this in. Bringing any research you have done or products you like will also help.

This is the first time we have considered a private label. Will we need to know about manufacturing, packaging, graphic design, etc.?

No. We understand how intimidating and overwhelming starting a brand can be that’s why Trulux will help you through an entire private label project – from start to finish.

I want to create a high-quality product for a niche market, can you help?

We specialize in creating luxurious, innovative products and we follow a total quality policy. We can help create the product/s you want specially crafted for your intended market.

We are interested to proceed, what is the next step?

Please contact a member of the Trulux team. We would be delighted to discuss your ideas and projects further. Tel: +61 2 9745 9808.

I want to be involved with my project, talk to the formulation team, and have as much input as possible. Can I do this?

Yes. We welcome client involvement in every stage of a project. We are happy to deal both with your company’s technical and non-technical personnel. At Trulux we do not believe in bombarding non-technical individuals with endless scientific terms. Our technical team will gladly sit and explain a formulation in everyday terms.

I would prefer to source my own components from overseas. Can you source the raw materials and manufacture and fill the components supplied by me?

Yes, we can. Talk to us and let us know about your requirements so we can find the best way to help you.

Can you produce products internationally?

We manufacture our products at our headquarters in Australia, but we cater and produce products to many customers internationally.

How long does it take to turn a concept into a complete product?

Every project is different. We like to complete all projects between 3 - 6 months. If the project takes longer, we will be in constant communication providing you with updates.

Can you give me an indication of lead times?

Typically our production times are 4-8 weeks. This will also depend on first-time orders and the availability of raw materials.

How will we know what stage our Project is currently at?

We assign a Project Manager to each client. Your Project Manager will act as the central contact person - providing you with regular project updates and addressing all your concerns.

What happens if my Project Manager is away?

In the absence of your Project Manager, a deputy PM will be available to handle all your inquiries and concerns. We always assign one at the start of every project.

Can you help me with recycled packaging?

Yes. We are all rightly becoming more environmentally aware, and every effort, however small, helps. We can discuss with you the many options available to achieve this.

Can I get samples and how do I order them?

Our samples are made to order. Please feel free to contact us directly, and we'll be happy to assist you.

Do you work with high-profile clients within the Health and Beauty arena and are you used to preparing pre-production samples for press and PR activities?

We have many high-profile clients and have regularly met the client requirements on samples for press and PR activity.

We need sachets for a sampling campaign and also for a magazine marketing initiative. Can you help?

Yes. We can help with all forms of sampling. We can arrange for burst testing of sachets (which is important for magazine distribution) and also stability and compatibility of the bulk product with the sample packs.

Can you prepare technical documentation?

Yes, all documentation is provided to you after the project has been completed and signed over.

Are you TGA licensed?

No, we are not.

If I was going to start a range of cosmetics/personal care products, are there any you don't make?

We don't make nail polishes, color cosmetics, stick deodorants, and toothpaste.

Can you manufacture and fill veterinary products?

No, we are not certified to produce or fill products for animals.
For other concerns and inquiries, don’t hesitate to contact us.