FAQs
Ordering & Shipping
Where is my confirmation email?
This is automatically sent to your email address when you place an order. Please check your spam and promotions folder - occasionally we end up there.
If you do not receive your order confirmation email within 12 hours of placing your order you may have entered your email address incorrectly. Please email us and we'll resend it straight away!
When will my order arrive?
We're excited for you to receive your products too! Kindly note, our handling times do not include shipping and delivery periods
Please allow up to 4-6 business days for your order to be made and dispatched. Exceptions may apply during promotional and busy holiday periods
Please refer to our Shipping & Delivery Page for shipping times relevant to your country
Can I track my order?
Yes! We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. A tracking number will be sent in a "your order is on the way
email.
If you're unable to locate your shipping notification emails please check your spam folder or contact us
There's a charge in my bank account but my order didn't go through?
We're so sorry for the confusion! What you see in your bank account is an authorization (pending charge) and not a real charge and will be reversed in a few days.
In this situation, your card was not billed and we did not receive your order. Instead, an authorization has been placed on the card (which if you use a debit card may appear as a “charge” since it temporarily lowers your available spending limit). This can happen as we've enabled AVS (Address Verification System) or CVV rules to help protect against fraudulent transactions.
The processing bank sent the request to charge your card, and initially an authorization was approved, but, secondarily, the AVS or CVV rule failed, so the payment gateway declined the transaction. We apologise for the inconvenience, this system is in place to protect you and us!
Returns
Can I return or exchange an item?
Due to hygiene reasons, we do not accept returns or exchanges if the makeup is used or worn.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return arrives in less than the original condition we reserve the right to refuse the return and you will be responsible for return shipping to have the item sent back to you.
What should I do if I receive a wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us within 14 days and we will be sure to get you the products you ordered!
How do I cancel my order?
Please email us witin 24 hours of your order being placed.