FREQUENTLY ASKED QUESTIONS

Shipping Information

HOW MUCH DOES SHIPPING COST?
Australia
We offer free tracked shipping on orders over $50 (3-6 Business days). Express shipping (1-3 Business days) is also available. Shipping rates will be calculated at checkout. We dispatch your order between 12-36 hours during weekdays.

New Zealand
We offer free tracked shipping on orders over $50. A flat-rate shipping fee is calculated at checkout for reliable, tracked shipping to New Zealand (4-9 Business days).

International
Please note some countries are still experiencing shipping delays due to COVID-19 and can take up to 4- 6 weeks with Australia Post. We offer fast International Tracked Shipping. Shipping rates will be calculated at checkout.

HOW LONG WILL IT TAKE TO GET MY PACKAGE?
Australia
Please allow approximately 3-7 business days to receive your order once it has been dispatched from our warehouse (if you chose the free tracked option). If you chose our express shipping option your order will take approximately 1-3 working days to arrive.

New Zealand
Please allow approximately 4-9 business days to receive your order once it has been dispatched from our warehouse.

International
Please allow approximately 10-20 business days to receive your order once it has been dispatched from our warehouse. All orders are shipped from our distribution centre in Gold Coast, Australia.

ADDITIONAL DELIVERY NOTES

Due to COVID-19 or other events, please be aware that the above shipping times may be temporarily affected and you may experience delays in receiving your order. We ask you to please be patient with our shipping partners during this period and understand that any delays with shipping are completely out of our control. If you have any concerns, please email us at support@ailanabeauty.com and our award winning customer support team will assist you.

CAN I CHANGE MY SHIPPING ADDRESS AFTER THE ORDER HAS BEEN DISPATCHED?
Unfortunately, we won't be able to change your shipping address as soon as your order has left our warehouse. Always be sure to double check your order details and notify our customer service team at support@ailanabeauty.com as soon as you realise something is incorrect. Ailana Beauty will not be liable for orders missing due to incorrect or incomplete address details.

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?
We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
NEW: Afterpay & ZIP Pay available for Australian & New Zealand customers and Klarna for International customers! Note that additional exchange fee may apply if your currency is other than AUS dollars.

All payments are secure and your payment data will not be saved. Our website is using the latest encryption technology which ensures a safe and secure checkout for your order!

Products & Ingredients

ARE YOUR PRODUCTS NATURAL, VEGAN & CRUELTY-FREE?
Yes, all our products are natural & cruelty-free! NO nasties! Only the best for your skin & soul.
HOW CAN YOU ASSURE THE HIGHEST PRODUCT QUALITY?

All of our products are undergoing multiple product inspections & quality checks to ensure the highest quality for our customers. We're only working with the best partners around the world such as manufacturer, delivery companies and influencers. Additionally, we're constantly working on improving our formulas so we can offer you even better products and match the beauty trends.

WHERE CAN I FIND A FULL LIST OF INGREDIENTS

A full list of ingredients for each product can be found on its product page. If you have further questions, please reach out to our award winning customer service team at support@ailanabeauty.com.

Orders & Returns

HOW DO I PLACE AN ORDER?
Simply add as many products you wish to purchase into the shopping cart and proceed with the checkout. Please ensure that your address is correct so we can ship your new favourite beauty products as fast as we can to you.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You can simply checkout as a guest and place your order. If you would love receiving VIP offers and the latest trends, please make sure that you sign up for your personal account!

30-DAY MONEY-BACK GUARANTEE

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

  • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
  • Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
  • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
  • For returns, please email support@ailanabeauty.com with the subject 'Returns' and include your order number, name and the reason for the return.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  • Please note that customers are responsible for shipping costs of returned items.
  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?

If you have any question or you would like to say hi, please contact us via email at support@ailanabeauty.com or on our social media channels. Our world class Customer Support will answer you within 12 hours ensuring to answer all questions you may have.