GOT A QUESTION?
Australia
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.
International
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:
Important Notice re: Customs Fees
Some countries (UK, the E.U., and Canada in particular) charge Customs fees or import duties on merchandise ordered from overseas.
Please be aware that these charges are the customer's responsibility and are beyond our control.
We advise that you contact the relevant government body in your country (e.g. Customs & Excise) for information on what these charges might be.
Order Tracking
Orders which have selected to be shipped with tracking will receive a tracking number.
We think you’re going to love your Mirenesse. However, if you aren’t completely satisfied with your purchase, you can return or exchange your item(s) within 60 days of purchase.
Returns
- Return unused items within 60 days for store credit or exchange (less shipping costs) All Electronic devices are excluded.
- Items must be in original packaging,
- Registered return or exchange shipping is paid by customer
- Contact: service@mirenesse.com to start
Not eligible:
- Used products- but please contact us first to resolve or help you with any issues
- Sale items, free gifts, VIP kits, or “surprise” items
- Orders purchased from any other retailers
Change of Mind
- Store credit or exchange only (no refunds)
- 10% restocking fee + original shipping costs deducted
- Return shipping is paid by customer
- Free gifts must also be returned
Faulty, Incorrect, or Damaged Items
- Contact us within 7 days of delivery
- Include photo + order number
- We’ll resolve quickly (replacement, credit, or refund where applicable)
Shipping Returns
- Send returns to our Australian warehouse
- Use tracked shipping (recommended)
- We are not responsible for lost or damaged returns
International Orders
- Returns accepted as above less any additional fees
- If a parcel is not collected for any reasonc and returned, return costs will be deducted from any amounts. We are not responsibe for any additional taxes of your country.
Important
- Returns must be approved before sending
- Unauthorized returns may be rejected or destroyed
- All Shipping fees are non-refundable- if you received free shipping , our shipping cost will be deducted form your credit .
- Promotions cannot be exchanged via returns
- If loyalty points were used, store credit only applies
- Promotions
- We cannot retroactively apply a discount code to an order. The discount code must be entered at checkout to receive the current promotion or discount.
- Discounts cannot be combined with other offers.
How to Start
- Email service@mirenesse.com
- Include your order number + reason (and photo if needed)
- We’ll reply within 1–2 business days
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 service@mirenesse.com with your correct address and order number Orders which have selected to be shipped with tracking will receive a tracking number.
Change 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.
Password
You can change your password at any time, simply log into your account and under 'my account' you will be able to update. If you have forgotten your password you can click 'forgot password' and you will be sent a temporary password.
Free Gift Qualifying Orders
You may qualify for free gifts at checkout depending on the purchase amount of your order !
Free gifts apply at checkout with qualifying orders*
Qualifying Orders* do not include Free Trial Promos or Some Specials
Free Trial
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.
Coupons
Only 1 coupon can be used at one time
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.
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 tubing 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.
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 service@mirenesse.com. For more information on PETA click here
What is TTDS delivery system?
The TDDS membrane encapsulates all the actives in both our makeup and skincare it is extremely small in size and once any of products are applied this then fuses with the moisture and salts in your skin to release the pure actives into the deepest layers of your skin to help repair, restore and maintain your beautiful skin on a cellular level. TDDS is similar to systems used by the pharmaceutical industry to deliver targeted ingredients via your skin. We have formulated our beauty care to be the most effective you will experience.
Where are your products made?
We combine advanced technologies with a holistic natural approach, we combine the best of nature delivered through state of the art exclusive formulations of beauty products with guaranteed results!
Mirenesse is an Australian beauty brand and most of our products and all of our mascaras are made in Australia , but we do search the world over to deliver you the best results so you will never miss out on the latest the world has to offer in beauty, and some of our wonders are manufactured all over the world. We design and formulate everything in Australia , and obsess over every detail , we only insist on the best in everything we do and will only include products we believe will make a difference.
Customer Service
Talk to a real person!
Talk to us! We're here to help you Monday to Friday between 9.30am - 5pm AEST. Our lovely team are ready to answer any question you might have and to give you personalised beauty advice. We will get right back to you ASAP!
Need help?
Australia Only: 03 9336 0265
Whatsapp 0477047017
International: +61 3 9336 0265
Whatsapp +61 477047017
JUST FOR YOU
