FAQs


1. What payment methods do you accept?

We accept all major credit cards, PayPal, Apple Pay, Google Pay, AfterPay and ZipPay. 

2. Can I cancel my order or change my address?

If you need to cancel your order, please send us an email within 24 hours after your purchase on Sales@beautyhouse.com.au. After this period, we may not be able to cancel the order.

If you need to change your shipping address, please contact us right away, and we will do our best to update it during our order fulfilment process. If the item was already shipped, we cannot change the shipping address and advise you to contact the courier delivering your order.  This is the fastest and most effective way to request a change once the order has been dispatched. You'll see a link to the courier in your email. 

Please note that informing the correct address is your responsibility, and we cannot refund or replace the product in this case.

3. I ordered multiple items, why did I only receive one?

For logistical reasons, items in the same order can, sometimes, be sent in separate packages. You may receive one item before the next, so don't worry, they are on the way!

4. Where's my order / How can I track my order?

You will receive an email confirming your order placement and another email with the tracking information when the order is processed and shipped to you. If you don't receive these emails, please contact us with your order number/email used on the purchase or full name, so we can check it and provide you with the tracking information.

5. Where do you ship to?

We ship domestically to Australia and New Zealand. For better delivery service, we advise you to include your phone number in your order details, as we may need to call you if we have problems delivering your package.

6. How long does shipping usually take?

The estimated standard shipping time for our products is approximately 5 to 13 business days. Our primary source of shipping is Australia Post for domestic orders and New Zealand Post for New Zealand.

Order processing time can take up to 48 hours and the estimated delivery times are subject to change depending on the shipping address. You will be informed via email when your order is confirmed and shipped out with tracking information.

* Please note that, due to increased demand of online purchases during the pandemic, Australia Post is facing many difficulties and delays in parcels delivery are expected and should be taken into consideration when purchasing an item. We count with your patience and comprehension during these difficult times.

7. I received a damaged or faulty item, what should I do?

Send us an email on Sales@beautyhouse.com.au with the information regarding the damaged item, including a video and/or photo demonstrating what is happening. A soon as we receive it our team will verify and get back to you as soon as possible.

8. Does my product have warranty?

Yes. All our products have a one-year manufacture warranty from the moment you receive them. If an issue occurs, please send us an email at sales@beautyhouse.com.au with the invoice provided in your order confirmation and describe your item issue. We will verify your item, and if proof faulty due to a manufacturing defect, our team will fix it or send a replacement according to your case.

*Please note that you are responsible for the maintenance of your product. Defects caused for poor maintenance are not eligible for warranty.

9. How long takes to receive my refund?

Depending on the payment method, this can take up to 5 working days to appear in your account. If you have any doubts about receiving your refund, you can send us an email on Sales@beautyhouse.com.au with the order number or also check with the bank or company used for the payment.