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What if my payment has failed?
There may be several reasons why payment for an order has failed. Reach out to our Customer Service Team via email: email@example.com with the subject 'Fail Payment' and provide your details and/or screenshot of trouble (if can).
Where is my order confirmation number?
An order confirmation number is only generated for online orders - once you've successfully placed your order. You will receive an email containing the details of your order.
Did not receive your Order Confirmation?
Let us help you! Contact our Customer Service Team via email: firstname.lastname@example.org with the subject 'Order Checking'.
Why does my order status show 'Payment Pending'?
Typically, the 'Payment Pending' status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.
Unable to reattempt payment or didn't get a payment failure email?
Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team via email: email@example.com with the subject 'Payment Pending' and we'll send you a link for another attempt at payment!
Paid but order status has not been updated after 24 hours?
Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us via email: firstname.lastname@example.org with the subject 'Order Whereabouts' as the concern.
Can I make changes to or cancel my order once it's been placed?
Unfortunately, once you successfully make an order, we're not able to make any further changes like shipping method upgrades or changes in quantities for your beauty haul. As it is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!
For further inquiries, please contact our Customer Service Team via email: email@example.com with the subject ‘Order Support’
How can I track my order?
Once your order has shipped you will receive an email from us with a tracking number and link to track your order.
If you just received a shipment notification, please allow 1 to 3 working days for the tracking information to update.
My order is Preparing to ship/ In Transit, what does that mean?
Hang tight! Your order has been packed and has left our warehouse! At this stage, you'll receive an email update from us that will contain a Tracking Number for your parcel. Please give about 24 hours for your tracking to be live.
Do you process orders during Public Holidays?
While we’d love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.
Why is there a delay in delivery?
Due to a high volume of orders and the precautionary measures taken by us and our delivery partners, please expect a delay in the delivery of your order. You may log into How can I track my order? to check the status of your order.