FREQUENTLY ASKED QUESTIONS
Are your products authentic?
Absolutely! All our products are 100% authentic. We source our products directly from manufacturers and authorised suppliers to ensure you receive genuine products.
Do you have a physical store?
Not at the moment. Shades of Ebony Beauty is currently an online-only retailer.
We look forward to expanding our services in the future.
When will I receive my order?
Orders require up to 3 business days of processing and handling time before dispatch.
Once your order has been dispatched, estimated delivery times are:
- Standard shipping: 5–10 business days
- Express shipping: approximately 3–7 business days
Please note that delivery times are estimates and may vary depending on your location. Customers in rural and regional areas may experience longer delivery times.
For further information, please refer to our Shipping Policy.
Do you ship internationally?
Yes! We currently offer shipping to selected international destinations, including:
- New Zealand
- Fiji
- United Kingdom
- Canada
International shipping options and costs may vary depending on your destination.
Do you offer wholesale?
Not at the moment. We currently do not offer wholesale services.
I noticed that you are located in Perth. Can I shop or pick up my order in person?
Unfortunately, no. Although our warehouse is located in Perth, we are an online-only business and do not currently offer in-person shopping or collection.
All orders must be placed through our online store and are delivered using our available shipping services.
Can you help me colour match?
Unfortunately, we are currently unable to provide personalised colour matching services.
However, we endeavour to provide as much information as possible on each product page, including available shade descriptions, product information and other resources to help you make an informed decision.
We recommend reviewing the product information carefully before purchasing.
The product I selected doesn’t match me. Can I return it?
Unfortunately, we are unable to accept returns or exchanges where you have selected the wrong colour or shade.
For beauty and cosmetic products, we also cannot accept returns of products that have been opened, used, swatched or tested due to hygiene and safety considerations.
Please refer to our Refund & Returns Policy for further information.
There was a problem with my order. What should I do?
We’re here to help!
Please contact us at hello@shadesofebonybeauty.com.au as soon as possible and provide an overview of the issue, along with your order number and any relevant photographs.
If you have received a damaged, faulty or incorrect item, please contact us before returning the product so we can assess the issue and advise you on the next steps.
We will do our best to resolve the issue as quickly as possible.
GOOD TO KNOW
Do I need an account to place an order?
No. You can shop with us as a guest without creating an account.
Creating an account can make future purchases easier by allowing you to save your details and view your order history.
Can I change or cancel my order after placing it?
If you need to make a change or cancel your order, please contact us as soon as possible at hello@shadesofebonybeauty.com.au.
We will do our best to assist, but we cannot guarantee that changes or cancellations can be made once your order has entered processing or has been dispatched.
Can I change my delivery address after ordering?
Please contact us immediately if you have entered an incorrect delivery address.
We may be able to update the address if your order has not yet been handed to the shipping provider. Once your order has been dispatched, we may be unable to make changes.
Please refer to our Shipping Policy for further information.
How will I know when my order has been shipped?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where tracking is available.
Please check your junk or spam folder if you cannot find your shipping confirmation.
What if my tracking hasn’t updated?
Tracking information may take some time to update after your parcel has been collected or lodged with the shipping provider.
If your tracking has not updated for an extended period or your parcel appears to be delayed, please contact us at hello@shadesofebonybeauty.com.au so we can assist.
What happens if an item is out of stock?
If a product or shade is currently unavailable, please check back regularly or join our mailing list to hear about new products, restocks and other updates.
Do product colours look exactly the same online?
We make every effort to provide accurate product images and shade information. However, colours may appear slightly different depending on your screen, device settings, lighting and individual skin tone.
For this reason, we recommend using product descriptions, shade information and available product resources when selecting your shade.
Are beauty products hygienic and safe to use?
All products are sourced from manufacturers and authorised suppliers. We recommend following the manufacturer’s directions and checking product packaging for information about use, storage and expiry.
For hygiene reasons, please do not share cosmetics or beauty products that come into direct contact with the skin, eyes or lips.
What if I receive the wrong, damaged or faulty product?
Please contact us as soon as possible at hello@shadesofebonybeauty.com.au with your order number and details of the issue.
Where possible, please include photographs of the product and packaging so we can assess the issue and determine the appropriate resolution.
Your rights under Australian Consumer Law continue to apply.
Where can I find your policies?
You can find more information in our:
- Shipping Policy
- Refund & Returns Policy
- Privacy Policy
- Terms & Conditions
If you can’t find the answer to your question, please contact us at hello@shadesofebonybeauty.com.au and we’ll be happy to help.