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FAQs

See some our frequently asked questions regarding shipping and orders.

Need help?

We're always here to help, so please reach out to our Customer Care team if you require further assistance.

To the best of our ability, orders received by 2pm AEST , Monday to Friday, will be dispatched the same day for express delivery option and no later than the following day for standard delivery.

There may be slight delays in shipping (for express and standard) at times of high volume orders, or due to Public Holidays.

If you have made an error with your order, please reach out to our Customer Care team right away to see if we can catch your order before processing. Unfortunately, we are unable to change orders once they have been processed.

We will accept Product returns if you change your mind within 14 days following the date on which you receive the Products.

Please contact our Customer Care team via live chat or email to organise your return. For more information, please visit the Returns information page through the link at the bottom of our website.

The shipping bags and boxes we use are both biodegradable. We do design our packaging with the environment in mind - even the white packaging fill is all natural, made from corn and is water soluble.

Each product is different. You can refer to the 'period after opening' symbol on the bottom or back of your product to determine the number of months the product will last once opened.

Each skin product has a "HOW TO USE" section on the product page on our website. If you have purchased multiple products, we would encourage you to reach out to our complimentary Skin Service for a personalised skin regime and consultation.

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Earn points simply by purchasing from esmi, PONi Cosmetics and Lip Heroes. Once you've earned enough points, you'll be able to redeem them for discounts at checkout.

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