FAQ

Find clear answers about our products, payments, shipping, returns and customer support.

Products and Orders

What products does Zyraelle Beauty sell?

Zyraelle Beauty offers thoughtfully selected makeup essentials for lips, face and eyes. Product descriptions, available shades, ingredients and directions are provided on the relevant product page where applicable.

How can I choose the right product or shade?

Review the product description, images and shade information before ordering. Colours may appear slightly different depending on lighting and screen settings. If you need help before purchasing, please contact us.

How will I know my order has been received?

An order-confirmation email will be sent after checkout. Please check your spam or junk folder if it does not appear in your inbox. Orders remain subject to successful payment, stock availability and security checks.

Can I change or cancel my order?

Contact us as soon as possible. We may be able to change or cancel an order before it enters processing or dispatch, but changes cannot be guaranteed once preparation has begun.

Can I correct my delivery address?

Contact us immediately if the address is incorrect. We can only update it before processing or dispatch. Customers are responsible for entering complete and accurate delivery information at checkout.

Payments

What currency and payment methods do you accept?

All prices and payments are in Australian dollars AUD. We accept Visa, Mastercard and American Express. Any additional payment method will only be available if displayed at checkout.

Is my payment information secure?

Payments are processed through Shopify’s secure, PCI-compliant checkout. Zyraelle Beauty does not receive or store your complete card number or security code on its own systems.

What should I do if my payment is declined or remains pending?

Check that your payment and billing details are correct, then contact your bank if necessary. A pending amount may be a temporary authorisation hold. Never send complete card details by email or live chat.

Shipping and Tracking

Where do you deliver and how much does shipping cost?

We currently deliver within Australia only. Standard shipping is free on every order and parcels are sent through Australia Post.

How long will my order take to arrive?

Orders are processed within 1–2 business days. Australia Post standard delivery usually takes another 2–6 business days after dispatch, giving an estimated total of 3–8 business days from purchase.

What is the daily order cut-off time?

The order cut-off time is 5:00 PM AWST, Monday to Friday. Orders placed after this time, on weekends or on public holidays begin processing on the next business day.

Can I track my order?

Yes. A dispatch email containing your tracking number will be sent when your order ships. You can also use our Track Your Order page.

What should I do if my parcel is delayed or cannot be found?

Check the tracking information and any safe delivery locations first. If the parcel has passed its estimated delivery period, contact us with your order number so we can investigate with Australia Post.

Returns and Refunds

What is your return period?

You may request a return within 30 days of receiving your order. Change-of-mind products must be unused, unopened and in their original condition and packaging, with seals intact and proof of purchase available.

Can opened or used cosmetics be returned?

Opened or used cosmetics cannot normally be returned for a change of mind because of hygiene and safety considerations. This does not limit your rights for faulty, damaged, unsafe or incorrectly supplied products under Australian Consumer Law.

How do I start a return and does it cost anything?

Contact us with your order number and reason for return. Approved returns are free, and we will email you a prepaid return label. There are no return-shipping or restocking fees.

Where should I send my return?

Only use the return address printed on the prepaid label supplied by us. Do not send products to our published business address unless we specifically instruct you to do so.

What if my product arrives damaged, faulty or incorrect?

Contact us as soon as possible, preferably within two days of delivery, with your order number and clear photographs. This reporting request does not restrict your rights or remedies under Australian Consumer Law.

Do you offer exchanges?

We do not offer direct change-of-mind exchanges. Return the eligible product first and place a new order for your preferred item. Your legal rights for faulty or incorrectly supplied products remain unaffected.

When will I receive my refund?

After the returned product is received and inspected, an approved refund will be initiated to the original payment method within 10 business days. Your bank or card provider may need additional time to display the funds.

Customer Support

How can I contact Zyraelle Beauty?

Email support@zyraellebeauty.store, visit our Contact Us page or click the Chat icon in the bottom-right corner.

When is customer support available?

Customer Care is available Monday to Friday, 9:00 AM–5:00 PM AWST UTC+8. Messages received outside these hours will be reviewed during the next business period.