FAQ
Orders
How quickly will my order be shipped?
Orders placed before 2:00 PM (AEST) are usually shipped the same business day. Orders placed after 2:00 PM (AEST) are usually shipped on the next business day.
Can I change or cancel my order?
If your order has not yet been processed, we may be able to make changes. Please contact us as soon as possible. Once your order has been processed or shipped, changes or cancellations may not be possible.
What if I entered the wrong shipping address?
Please contact us as soon as possible if you entered the wrong address at checkout. Once your order has been processed or shipped, we may not be able to update it.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a confirmation email with your tracking details.
What if I haven’t received my tracking email?
Please check your spam, junk, or promotions folder first. If you still haven’t received it, contact us and we’ll help you out.
Shipping
Do you offer free shipping?
Yes. We offer free shipping Australia-wide on all orders over $50 AUD.
How much is shipping for Australian orders under $50 AUD?
Shipping is charged at a flat rate of $13 AUD for Australian orders under $50 AUD.
Who do you ship with?
All orders are shipped via Sendle.
How long will my order take to arrive?
Delivery timeframes are estimates only and may vary depending on your location, courier delays, customs processing, weather events, and peak shipping periods.
Do you ship internationally?
Yes. We currently ship to New Zealand, the United States, Canada, and the United Kingdom.
How long does international shipping take?
Estimated international delivery timeframes are:
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New Zealand: 4–11 business days
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United States: 8–14 business days
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Canada: 11–18 business days
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United Kingdom: 5–11 business days
Please note these are estimated timeframes only and may vary.
Will I need to pay customs or import fees?
For international orders, customs duties, taxes, and import fees may apply depending on your country’s regulations. These charges are the responsibility of the customer.
What happens if my parcel is delayed?
Once your parcel has been shipped, delivery is in the hands of the courier. Delays can happen due to courier issues, customs, weather, holidays, or peak periods.
What happens if my parcel is returned to sender?
If a parcel is returned due to an incorrect address, failed delivery, refusal of delivery, or failure to collect the parcel, additional shipping charges may apply for redelivery.
Returns & Refunds
Do you accept returns or exchanges?
Due to hygiene and safety reasons, we do not accept returns or exchanges for opened, used, worn, or tested cosmetic products, lashes, or beauty items.
Do you offer refunds for change of mind?
No. We do not offer refunds or exchanges for change of mind, incorrect shade selection, or products that have been opened, used, or tested.
What if my order arrives damaged, faulty, or incorrect?
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with your order number, clear photos, and a description of the issue so we can review it.
Can sale items be returned?
Sale, clearance, and promotional items are final sale and are not eligible for change-of-mind returns or exchanges.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is confirmed to be faulty, damaged, or incorrect.
Payments
What payment methods do you accept?
We accept the payment methods available at checkout.
Do you offer Afterpay?
Yes. Afterpay is available on eligible orders at checkout.
Products
Are your products cruelty-free?
Yes — all Witching Hour Cosmetics products are cruelty-free and are not tested on animals.
How do I choose the right shade?
We recommend reviewing all product photos and descriptions carefully before purchasing. If you need help choosing a shade, please contact us before placing your order.
Can I return a product if I picked the wrong shade?
No. We do not offer refunds or exchanges for incorrect shade selection, so please choose carefully before purchasing.
Contact
How can I contact you?
For any order, shipping, or product enquiries, please contact us using the details on our Contact page and include your order number where possible.
How quickly will I get a reply?
We do our best to respond as quickly as possible during business hours.
Wholesale
Do you offer wholesale?
Wholesale enquiries are coming soon.