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FAQ

How long will the products you offer last and what is the expected shelf life?

Natural and organic products free from chemicals and synthetic preservatives generally have a slightly shorter expiry date than many of the commercial brands available. Depending on the product, most have a shelf life of between 1 to 3 years and should be stored in a cool dry place. Once opened, any unused products should be discarded within 6 months. The recommended timeframe to replace eye makeup (once opened) such as mascara is approximately every 3 months. Please refer to the individual product label for further information.

Can I speak to someone before placing my order?

Yes absolutely. We welcome all pre-sale enquiries and are happy to assist you, however please be mindful that we have limited phone staff available. Please call 07 3118 5596 Mon-Fri 9am-5pm Brisbane time, leave a message with your name and contact phone number and we will try to call you back within 24 hours. For international customers, please use the contact us form or email us as we are unable to return your call.

Can I place my order over the phone or make a payment?

No. In order to keep operating costs low so that we can pass the savings on to our customers, we are unable to accept orders or take payments by phone. The best way to contact us is via the contact us form, with selection of the relevant enquiry type or via email at customerserviceemail.

Is my item in stock?

Generally, availability of stock is indicated under each product i.e. In stock or out of stock. If a product you want is out of stock, you may still be able to add it to your cart but it will be on backorder (terms and conditions may apply). Not all products can be added to cart if they are out of stock (excludes sales or clearance items). The back order option is disabled on products that have longer back order timeframes from our supplier. If you prefer, please send us an email or use the contact us form for out of stock items, or for any questions about back orders. You can also use the "Back in stock subscription" notification for when the product becomes available. This can be requested under the product that is out of stock and tracked under "My Account" - "Back in stock subscription" (for registered members). 

What is the 'back order' option?

Back order items displayed with "Out of Stock - on backorder and will be dispatched once in stock", are subject to terms and conditions e.g. minimum order quantity and are not available at the discounted price for items marked on sale, clearance or as part of a promotion or limited offer deal - unless otherwise specified.   The back order option is disabled on products that have longer back order timeframes from our supplier. Please send us an email or use the contact us form for out of stock items, or for any questions about back orders. 

When will my order be processed?

We aim to process orders and have it shipped from our Brisbane location as soon as possible. Most parcels leave the same day the order is placed or the following day - depending on the time/day you ordered. Delivery time after this depends on your location and whether you chose standard shipping or express shipping. Shipping timeframes quoted are not always accurate and are estimates based on information passed on to us from our shipping/courier partners. Please expect delays during peak season such as public holidays for both within Australia and International destinations, as well as customs clearance delays for the shipping location.

International orders are processed within 48 hours (2 business days).

Further details can be found on our shipping & returns page.

How will my parcel be delivered?

All parcels are delivered via Fastway Couriers or Australia Post within Australia.

Within Australia, we ship to residential addresses, business addresses & PO boxes Australia wide. Further details can be found on our shipping & returns page.

International orders are shipped via Australia Post International parcels and Airmail (no tracking available for Airmail).

I would like to return an item/order, how do I do this?

To request a return as a registered member, log in to your account and select "My Orders" and "Return Item(s)" box and fill in the required fields before submitting. Once a return request has been lodged, we will review the request and contact you within 24 hours. Alternatively, you can send us an email or use the contact us form.

I placed order by error, can I cancel it?

You may cancel an order (whether it is accepted by us or not) by contacting us via email as soon as possible and prior to the dispatch of that order (as notified to you by email). 

On cancellation of an order, we will refund your payment to you (minus administration fee, as passed on to us by the merchant).  Please note, orders that have been dispatched and have left our warehouse cannot be cancelled. If we cannot stop the shipment of the order at the time of your cancellation request, then you will be required to refuse delivery or return the Product(s) in order to receive a refund.

Any refunds resulting from an order cancellation will be processed in accordance with our Return Policy as stated in our shipping & returns page. Please read it for full details.

Why has my order been cancelled?

We take security and privacy very seriously and do our best to make your shopping experience secure. Sometimes an order may be placed in error or may not be an authorised transaction. If we suspect an order may be incorrect or suspicious, we may contact you (or the billing person/s) placing the order to confirm the order details are correct, either by phone or email. 

*Please note, we reserve the right to cancel your order without your consent if we deem it is fraudulent or is not an authorised transaction and may report it*

Do you offer a gift wrapping service with orders?

Yes, you can choose the 'gift wrapping' option for an additional cost of $5.00 during the checkout process. You can also add a 'gift wrapping card message', for example "Happy Birthday Mum" in the text box provided.

What countries do you ship to?

We now offer International shipping to the United States (USA), Canada, United Kingdom (UK), New Zealand (NZ), Singapore, Malaysia, Hong Kong and China. Please refer to our shipping & returns page for full details.

What are your payment options?

The current payment options include PayPalVisa and MasterCard. For credit card payments, please wait for your card to be processed before clicking further - it may take a few moments to process. If your card is declined an error message will appear and you may need to try again at a later time. For PayPal payments using credit cards - please check that your credit card details match what is in your PayPal account as the transaction may be declined, which may result in your order being cancelled.

How do I become a member and register an account?

Registration is free and easy! Go to our registration page and enter your name, email address and select your password. The newsletter subscription option is selected as default - you can uncheck this if you wish, however signing up to our newsletter will keep you informed of our upcoming specials and exclusive discounts.

What's the difference between signing up to your newsletter and being a registered member?

Signing up to our newsletter will keep you informed of our upcoming specials, exclusive discounts and updates. Being a registered member earns you reward points and keeps a record of your purchases. When you register, the newsletter subscription option is selected as default. You can choose just to subscribe to our newsletter only if you wish.

How do reward points work?

Reward points are a way of saying "Thank you" for shopping with us! Spend a minimum of $20.00 (AUD) to receive 1 reward point. The more you spend, the more reward points you will earn. Accumulated points equate to dollar value which can be redeemed against the cost of your order. For full details see our Rewards Points page.

How do I redeem my points?

Simply select the 'redeem points' box at the checkout process and the amount will automatically be adjusted. There is no minimum points required to redeem - if the points are available in your account, then they can be used.

I've just made a purchase, when will my reward points be available?

Your order must be completed to receive the reward points i.e. order paid for and delivered. For cancelled orders - no reward points are earned.

Can I suggest a question that has not been covered?

Yes, please contact us via the contact us page selecting 'feedback' with your question and we will review it.