Customer Care FAQ

At Mirenesse, we like to take care of our customers. For any questions, see our Customer Care FAQ or contact us online at any time. Contact Us.

SHIPPING & DELIVERY

How much will my parcel cost to deliver and how many days to ship?

Orders are processed within 12-48 hours of receipt (processing time does not include weekend days). Orders placed on Saturday and Sunday will generally be processed the following Monday. Orders are processed and shipped on business days only (Monday to Friday, excluding public holidays). Shipment to all Australian capital cities will vary. Please see the table below, all costs are listed and as an indication of shipping times:

INTERNATIONAL ORDERS -PLEASE LOG IN FOR THE CORRECT FEES

Please note if you are not logged in you will see only the default fee for shipping with Australia - Fees are determinded by the destination of the order.

FREE EXPRESS SHIPPING ON ALL AU ORDERS OVER $99!  
See below for details 

Australia

VIP

Order Subtotal

Bus.Days

P & H

 

Standard

All Orders

3-7

FREE

 

Express

$0-$98.99

1-3

$9.95

  FREE Express          $99+         1-3      FREE
 

Non-VIP

 

 

 

    Standard

$0-$98.99

3-7

$9.95

   

 

   
 

FREE Express

$99+

1-3

FREE

   

 

 

 

International

VIP

     
 

Standard

All Orders

10-28

FREE

 

Express

All Orders

3-5

$29.95

 

Non-VIP

     
 

Standard

 

 

 

   

$0-$150

10-28

$9.95

   

$150.01-$399

10-28

FREE $0.00

 

Express

All Orders and orders over $400

3-5

$59.95

 

Please Note: P & H Cost does not include any orders for Free Trial products, see FAQ for more details. Our free express shipping promotion for orders over $99 also does not include free trial products. Please also note times above indicate shipping time after the order has been dispatched. You will receive an email once your item has been dispatched.

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How will I know that my order has been finalised?

When your order is placed online you will receive email confirmation of your order that we have received your order and then finally an email confirming it has been shipped.

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How is my order shipped?

Your order will be shipped via the Postal Service. Orders will be shipped Standard Service. If you are not home to receive your order, Australia Post will leave a card with details of where to collect your parcel. To ensure secure and undamaged delivery of your order, or Australia Post will not be able to leave your order 'hidden' at the address. We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or mis-delivery as a result of incorrect data entry. We advise you contact Australia Post for all missing parcels or where you have input the incorrect address. When placing an order you will immediately receive a confirmation email and you have 12 hrs to notify is of any address change so we advise you to check it immediately and you will then receive another email when your order has shipped Please email accounts@mirenesse.com with your correct address and order number

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If I have placed more than one order on the same day, can the delivery charges cover both deliveries?

When an order has been finalised the delivery charges are per order and you will have to pay a separate delivery cost.

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Can my order be delivered to more than one delivery address?

An order can be delivered to one address only. If you require orders to be sent to multiple addresses you will need to place a separate order for each address.

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How do I change my delivery address?

To make changes to your address details simply login to your Account, you will be taken straight to your Account Dashboard and go to Address Book. Here you can edit, delete or add an address. You may also add an address at the checkout page after you have logged in or created your account.

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What if I need my order in a hurry?

At checkout you can select for your order to be sent standard, express delivery.

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How are the free trial products processing fees calculated?

Free Trial Products: processing fees are cumulative and will be charged in addition to any of the regular shipping costs for regular orders when making a mixed order. Free Trial Products are a limit of one per customer per item per colour. Please note that if you place multiple orders with the same item, your order will deemed invalid and you will be refunded. 

If you choose to order more than 1 free trial item in any category, the costs of these products processing fees will be cumulative and in addition to any other regular shipping for other items in the cart. Free trial products fees are non refundable, items may be full sized or mini sized and fees will vary accordingly. Express shipping is not available for Free Trial items.If your item has sold out before you placed the order (occasionally the system still allows you to check out  as its in 2 carts at the same time)if this happens we will refund your order or issue you a store credit if the item is not available, and we apologise for any inconvenience. Please also note that free trial orders are not eligible for our free express shipping promotions.

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How can I qualify for bonus free gifts?

You will qualify for free gifts at checkout and will be prompted to choose a number of free gifts depending on the purchase amount of your order !

Free gifts can be selected at checkout with qualifying orders*

Orders Over $99 Receive 1 BONUS GIFT 
Orders Over $150Receive 2 BONUS GIFTS 
Orders Over $199 Receive 3 BONUS GIFTS 
Orders Over $300 Receive 4 BONUS GIFTS  

Qualifying Orders* do not include Free Trial Promos or Specials

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What are Free Shipping Days?

Shipping is free on all orders placed on the day for all customers, but excludes any free trial products. During Free Shipping Promotions Express Shipping does not apply, even if you tick the Express Shipping Box your order will be shipped as standard.

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How long do the daily 24Hr sales last?

Sales launch at around 8am AEST and end 24hrs later , if you've missed out on the sale unfortunately there are no rainchecks and prices cannot  be held past the 24hrs. As quantities of each item on sale are strictly limited and thus if your parcel goes missing or an item is missing from your purchase it cannot be replaced, please contact us if indeed this does happen to resolve.

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Can I add special instructions to my order?

Not at the moment we are working on it! meanwhile please email us as soon as you have placed your order. 

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Where is my order?

For questions regarding the status of your order, please contact us via our Contact Us page quoting your order number and enquiry. Please ensure you have waited the time as stated above in the table before contacting us.

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How do I cancel an order?

To cancel an order, please contact us via our Contact Us page with your order number. If your order has not yet shipped, it will be cancelled. If it has shipped you will have to return it by registered post (at your expense) for a refund.

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Are online orders safe?

When you order online at www.mirenesse.com, Secure Socket Layer (SSL) encryption technology is used. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. In order for encryption to take place, your browser must have the SSL protocol.

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Is my postage refundable if my order doesn’t arrive in time?

No, unfortunately your postage is non refundable. The delivery times we provide are guidelines set by AUSTRALIA POST and EMS and are not guarantees. However if you do have any troubles with delivery please contact your local carrier and let them know.

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MASCARA

I wear eye contacts. Are Mirenesse Mascara’s safes to use?

Absolutely, our formulation contains no fibres, oil, alcohol, SLS, petrolatum, mineral oil, fragrance which is the main reason other mascaras can adversely affect contact lens wearers as miniscule fibres fall onto the lenses. This is not the case with Mirenesse Mascaras

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I have sensitive eyes. Is Mirenesse Mascara safe to use?

Yes, our formulation contains no fragrance, no alcohol, no mineral oil or sodium lauryl sulphate (common detergent used in many wash-off mascara formulas), which is the main reason other mascaras cause eye irritations. Our entire range of Mirenesse Mascaras have been eye safety tested and are hypoallergenic.

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Is Mirenesse Mascara waterproof?

No, but it is water-resistant, a little water, tears or humidity will not affect it. It only comes off with a lot of water & slight friction.

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Can I wash my mascara brush if it gets clumpy?

Yes. Rinse it in boiled and cooled water until clean. Then gently dry and reinsert.

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Can I add water to my mascara?

Yes you can add only water that has been boiled for 5 minutes & cooled, wash the brush in this water and a add a drop of water to the tube to enliven it. Alternatively you can add a drop of sterile saline.

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How long should I keep an opened tube of mascara?

3 months from the day of opening the tube.

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How long should I keep an unopened tube of mascara?

Approximately 2 years.

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Do I have to wait for Mirenesse Mascara to dry between coats?

No, you can keep applying it while it is setting to make your lashes as thick and long as you want them to look. It takes approximately 3 minutes to set. Do not leave the brush outside the tube for longer than 3 minutes as it will set on the brush and you will need to wash the brush.

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Does Mirenesse Secret Weapon Mascara really last all daylong?

It sure does, 24hrs plus. Because of the unique micro-wrap technology, Mirenesse Secret Weapon mascara won't flake and doesn't smudge. It won't come off until it is extremely wet with warm water and gently wiped off. So yes, wear it all day and all night. You can even occasionally sleep in it!

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How does Mirenesse Secret Weapon Mascara wash off?

With only warm water in the shower or basin and gentle pressure with your fingertips or cotton wipes to your eyelashes. The Microwrap technology wraps each individual lash and the mascara comes off in strings when removed, these are not your lashes.

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Do I need eye make-up remover to remove Mirenesse Secret Weapon Mascara?

No eye make-up remover is needed and that saves your eyes from harsh chemicals and lots of rubbing which can create more wrinkles around the delicate eye area.

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Does Mirenesse Secret Weapon Mascara smudge, run, flake or smear?

No, and that's the beauty of Mirenesse Secret Weapon mascara. The unique micro-wrap technology encases each lash in rich colour and sets to last all day and night so it can't flake, clump or smudge.

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Is Mirenesse Secret Weapon Mascara easy to apply?

Yes it is very easy to apply. For best results coat tips of lashes first with the wand tip and then brush through to wrap each lash. For more full lashes wiggle the brush from base to tips of lashes.

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I have short tiny lashes. Will Mirenesse Secret Weapon Mascara be able to show my lashes?

Yes, it thickens lengthens and curls, the diamond brush enables you to reach each lash easily see all the different brushes for different looks.

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What do I do if I smudge it on or around my eye area while applying it to my lashes?

Use dry cotton tip and gently wipe the area and it will sweep cleanly off the skin.

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SKINCARE & COSMETIC

What is the shelf life of my skincare products once opened?

Most skincare products should be used within 6 months of opening, please look for the open jar on the packaging, this will let you know how many months after opening you can use the product, after which you should buy a new one for the best results.

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Are your products cruelty-free?

Mirenesse does not and will never test on animals. We are a registered PETA approved company (People for the Ethical Treatment of Animals). Most of our products are vegan with zero animal ingredients. To find out exactly which products are vegan please email us at customerservice@mirenesse.com. For more information on PETA go to: http://features.peta.org/cruelty-free-company-search/cruelty_free_companies_company.aspx?Com_Id=3731&Donottest=-1&Product=0&Dotest=-1&RegChange=-1&Country=-1&Keyword=mirenesse 
 

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Are Mirenesse skincare products safe for sensitive skin?

All skincare products are alcohol, SLS, petrolatum free and use only hypoallergenic ingredients. All eye products are fragrance free, our skincare uses only organic certified essential aromatic oils and no parabens, alcohol or mineral oil, SLS is used.

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How do I find out if there is a certain ingredient in a product that I know I cannot use on my skin?

Every Mirenesse product is labelled with a detailed ingredient list. We do not supply a full ingredient list online, however should you have any specific queries pertaining to a particular product, please go here https://www.mirenesse.com/contact-us and we will be happy to address your question.

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Does Mirenesse test on animals?

Certainly not, and we are officially PETA approved.

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Are there any special storage conditions for cosmetics?

Please keep the caps tightly sealed, and in a room temperature environment. In very cold or very hot climates the mascara is thixotropic and water based and will thicken or thin with cold or hot weather. Please keep it in a warm room around 25 degrees o C for best application. Its effect is not affected if it is subjected.

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