Frequently Asked Questions

All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy.

Need a little longer to pay for your items order? We offer Afterpay and ZipPay payment plans for US customers only.

All pricing for our United State store is listed in US dollars (USD).

Think your order might be lost in transit? Although US Post quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date. 

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with US Post. 

*Please note: For any queries or issues related to your US Post order, we recommend you first reach out to US Post directly. While we understand delays are frustrating, we are required to work within US Post’s processes. Once you have contacted US Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.

Oops, items not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the US Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your products is on its way - now what?

Once an order is placed, our team will carefully collect your items from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

Your items will then gently be sent via the Xeralbeauty Stork (or US Post, if the storks are unavailable), and then it should be safely in your patiently waiting hands within 2-8 business days**.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.

Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the US Post’s delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

Missed out on your favorite products, and now the world just seems that little bit not friendly? Don’t worry, we continuously restock all products, so keep an eye out on the website for when they will be available again.