The following is a list of Frequently Asked Questions. If you do not find what you are looking for in the list below, then please contact us and well will be more than glad to answer any questions you may have.
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Q. How much is shipping?

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Q. How long will it take to receive my products?
A. Your Mirenésse Products are shipped same day; it takes 5-7 days within Australia and 10-21 Days internationally.
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Q. How do I contact customer service?

Email us at enquiries@mirenesse.com , fax us on 03 9330  1090

International Fax + 61 3 9330 1090

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Q. When will my order ship?
A. Most orders are processed within 24 hours of receipt (processing time does not include weekend days). Orders placed on Saturday and Sunday will be processed the following Monday. Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays). When your order is placed online we will email you to notify you we are processing your order and also when it has been sent.
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Q. .How will my order be shipped?
A. Your order will be shipped via the Postal Service. Orders will be shipped Standard Service. You will receive a confirmation email that we have received your order , then an email that is being processed , then finally an email confirming it has been shipped .
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Q. Where is my order?
A. For questions regarding the status of your order, please contact our Customer Service Representatives by e-mailing, a copy of your order along with any questions to
customerservice@mirenesse.com
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Q. How do I return an order?
Mirenésse products come with our 100% Satisfaction Guarantee. To return an unused product  or collectionyou purchased online for full credit, simply send it back within 30 days of purchase with your complete details including credit card number  and order number to:
Mirenésse Returns
P.O.Box 140
Keilor Victoria Australia 3036
(Please note postage is non refundable, also collections or kits must be returned in full for a credit)

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Q.How do I cancel an order?
To cancel an order, please contact our Customer Service Representatives by e-mailing customerservice@mirenesse.com
If your order has not yet shipped, it will be cancelled.If it has shipped you will have to return it by registered post for a refund.
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Q. 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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Q. I wear contacts. Is Mirenésse Secret Weapon Mascara safe to use?
A. Absolutely! Our formulation contains no fibers, oil, alcohol, SLS, petrolatum, mineral oil, fragrance which is the main reason other mascaras can adversely affect contact lens wearers as miniscule fibers fall onto the lenses. Not the case with Mirenésse Secret Weapon.
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Q. Does Mirenésse Secret Weapon Mascara really last all daylong?
A. It sure does! 24hrs and more. Because of the unique micro-wrap technology, Mirenésse 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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Q. How does Mirenésse Secret Weapon Mascara wash off?
A. With only warm water in the shower or basin and gentle pressure with your fingertips or cotton wipes to your eyelashes. The mascara comes off in little sleeves which is normal! These are not your lashes; they are the mascara sleeves that surrounded your lashes.
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Q. Do I need eye make-up remover to remove Mirenésse Secret Weapon Mascara?
A. 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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Q. Does Mirenésse Secret Weapon Mascara smudge, run, flake or smear?
A. No, and that's the beauty of Mirenésse 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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Q. I have sensitive eyes. Is it safe to use?
A. Absolutely! Our formulation contains no fragrance fibers, no alcohol, no mineral oil or sodium lauryl sulfate (common detergent used in many wash-off mascara formulas), which is the main, reason other mascaras cause eye irritations. Not the case with Mirenésse Secret Weapon. It has been eye safety tested and is hypoallergenic.
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Q. Is Mirenésse Secret Weapon Mascara easy to apply?
A. 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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Q. Is Mirenésse Secret Weapon Mascara waterproof?
A. 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.
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Q. Does Mirenésse test on animals?
A. Certainly not, nor are there any animal ingredients in our formula!
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Q. Can I wash my mascara brush if it gets clumpy?
A. Yes. Rinse it in boiled and cooled water until clean. Then gently dry and reinsert.
Q. 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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Q. How long should I keep an opened tube of mascara?
A. 3 months from the day of opening the tube.
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Q. How long should I keep an unopened tube of mascara?
A. 2 years
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Q. I have short tiny lashes. Will Mirenésse Secret Weapon Mascara be able to show my lashes?
A. 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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Q. Do I have to wait for Mirenésse Secret Weapon Mascara to dry between coats?
A. 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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Q. What do I do if I smudge it on or around my eye area while applying it to my lashes?
A. Use a dry cotton tip and gently wipe the area and it will sweep cleanly off the skin.
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Q. Are there any special storage conditions for cosmetics?
A. 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 as it is, it will thicken or thin with cold or hot weather, please keep it in a warm room around 25degC for best application. Its effect is not affected if it is subjected to warm or cold climates, you will just need to move it to a warmer or cooler room to get it back to normal.
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Q.Are your products cruelty-free?
Mirenésse does not and will not test our products on animals. Mirenesse does not use any animal ingredients.
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Q.Are Mirenésse products safe for sensitive skin?
A. All 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 synthetic fragrances, alcohol or mineral oil is used.
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Q.What do I receive as a Mirenésse VIP Club member?
As a member of the Mirenésse VIP Club, you receive many privileges as listed on the VIP club member’s page.
We’ll surprise you with unique VIP Kits of high quality cosmetics & treatment products – all at savings of more than 50% off our regular retail values. The Kits will be conveniently delivered to your home and include expert beauty tips to help you look your best. You also receive special 20% Members Discount when you sign in and shop online at www.mirenesse.com - non-members pay full price!

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Q. Can I change my colour choices?
The colours you receive in your Vip Kit are the colours you chose when you first joined the Mirenésse VIP Club.
The Mirenésse VIP Club is your club, so change is easy. You can try different colors whenever and as often as you like, you simply send us an email to vip@mirenesse.com with your VIP number and details.
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Q.How do I cancel my VIP membership?
A; You can cancel your VIP Club membership after 30 days of joining. You simply send us an email to vip@mirenesse.com with your VIP number and details.(30 day Cancellation period applies) . We will confrim receipt of your email or fax,if you do not receive a confirmation , you will need to recontact us as we would not have received your cancellation.VIP fees already paid are non-refundable.

Q.How do I unsubscribe from my Newsletter membership?
A;Simply click  on the "Unsubscribe" button at the bottom of your next newsletter, please note this does not cancel your VIP membership.If you have trouble unsubscribing please write to us 

at Mirenesse Unsubscribe P.O.Box 140 Keilor Vic 3043 Australia. Please do not email or phone us with unsubscribe requests.

Q.How do I unsubscribe from my VIP Newsletter membership?

A;Simply click on the "Unsubscribe" button at the bottom of your next newsletter, please note this does not cancel your VIP membership.If you have trouble unsubscribing please write to us  at Mirenesse Unsubscribe P.O.Box 140 Keilor Vic 3043 Australia.Please do not email or phone us with unsubscribe requests.

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Q.How do I refer a friend?
A. We encourage all members to share the fun, excitement and savings of Mirenésse with as many people as possible. That’s because sharing discoveries and comparing different cosmetics and colours with close friends and family actually enhances the fun of membership! Get them to simple join on line at www.mirenesse.com.

Q.What happens if I don't like the products I ordered?

Please return your products back in resaleable condition (unopened and unused) within 30 days of the order date, and we will be happy to provide you with an exchange or refund (postage not included).
Returned items must be received by us in the same condition as you received them, so please pack up any returned items carefully to ensure that they arrive safely.
It is advisable that you obtain proof of postage (ie:  registered post or an express post identification number) as we can not take responsibility for goods not delivered to us.

Returns will not be accepted without a returns form  and RAC number-  contact orders@mirenesse.com to request one.

No returns allowable on sale items, or free trial promotional items. Please note that your return must be sent back within 30 days of the order date.Please Note Free Trial Products are Non-Refundable.

Mirenesse Reserves the right to replace unavailable products with products of equal value in collections and kits, if you wish to return this replaced product for one of equal value you must pay for the P&H to return the replacement product and the exchanged product.
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 Q.Faulty items or wrong products shipped?

In this case, we're happy to provide a refund, replacement, exchange or credit, including all postage costs. Please contact us  at orders@mirenesse.com within 7 days of receiving your order, so that we can make the necessary arrangements. Please quote your order number and name.

In some cases we can also accept returns of beauty products where you have experienced irritation or allergic reaction. If this occurs, please let us know immediately so that we can determine the nature of the problem. Please discontinue use immediately.
Allergy returns must not be more than 20% used, also please quote your order number and name.

Q.How do I return products

First of all, please contact us to obtain a returns form and RAC (Return Authorization Code) number, which you'll need to print and fill out and send back with your products. Returns will not be accepted without a returns form or RAC number . Your request for an RAC must be received within 15 working days of the purchase date or receipt date of your products.

Without an RAC  we may not be able to accept your return. The product that has been authorized for return (RAC issued), must be received within 14 days from the RAC issue date together with proof of purchase (or Vip number or date of your purchase.)
 
When making a return please send the item back to:
 
Mirenesse Returns RAC:123
P. O. Box 140
Keilor Vic 3036 Melbourne Australia
 

For security reasons, please display the RAC on the outside of the parcel with your Sender’s details on the back of the box as well. (eg G Smith, 1 Smith Street, Smithtown,  VIP #123 Refer: RAC 123).
If these requirements are not met, regretfully the goods cannot be accepted and this may render your RAC null and void.
Please note, only product included in the RAC will be accepted. Any product not included on the RAC may be returned to the sender at the sender’s cost.
You will receive your refund or replacement within 10 working days of receiving the returned goods and your proof of purchase.

What if my order does not arrive?

Please check your local post office first, as you may have missed the delivery and it could be waiting there for you.

We guarantee all deliveries. If your shipment does not make its destination within 35  days, we will reship your orderwith registered post (for an additional $10) or refund at no extra cost after the 35 days. Please email us at orders@mirenesse.com with the following :your order number, name, address and date details.