Frequently Asked Questions
Orders + Shipping
Q: How can I track my order?
A: At Siana Lashes, we understand the importance of knowing the status of your order. To track your order, simply follow these steps:
- Log in to your Siana Lashes account.
- Go to the "My Orders" section.
- Locate the specific order you wish to track.
- Click on the "Track Order" button next to the order details.
- You will be redirected to the shipping carrier's website, where you can enter your tracking number.
- Once entered, you will be able to see the real-time status and location of your package.
Q: How long does it take for the tracking information to be available?
A: The tracking information for your order will typically be available within 24-48 hours after your order has been shipped. Please note that it may take some time for the tracking details to be updated by the shipping carrier. We recommend checking the tracking information periodically for the most up-to-date status of your package.
Q: What if my tracking information is not updating?
A: In rare cases, there may be delays or issues with the tracking information provided by the shipping carrier. If you notice that your tracking information has not been updated for an extended period, please contact our customer support team at info@siana.com.au. We will investigate the issue and provide you with the necessary assistance to track your order.
Q: Can I track my order if I checked out as a guest?
A: If you checked out as a guest, please review the shipment confirmation email that was sent to your designated email address.
Q: What should I do if my tracking information shows that my package has been delivered, but I have not received it?
A: If the tracking information indicates that your package has been delivered, but you have not received it, we recommend taking the following steps:
- Check with your neighbours or household members to see if they may have accepted the package on your behalf.
- Contact your local post office or shipping carrier to inquire about the delivery status and any possible delivery attempts.
- If you are still unable to locate your package, please reach out to our customer support team at info@siana.com.au. We will assist you in resolving the issue and ensuring that you receive your order.
Q: Can I change the shipping address or make any modifications to my order after it has been shipped?
A: Unfortunately, once an order has been shipped, we are unable to make any changes to the shipping address or modify the order. We recommend double-checking your shipping address before placing your order to ensure accurate delivery. If you have any concerns or need further assistance, please contact our customer support team at info@siana.com.au.
Q: Do you offer international tracking for orders outside of Australia?
A: Yes, we offer international tracking for orders shipped outside of Australia. You can track your international order using the same steps mentioned above. Please note that international tracking may vary depending on the destination country and the shipping carrier used for your order.
Q: I have additional questions about tracking my order. How can I contact customer support?
A: If you have any additional questions or need further assistance with tracking your order, please don't hesitate to reach out to our customer support team at info@siana.com.au. We are here to help and ensure that your shopping experience with Siana Lashes is smooth and enjoyable.
Returns
Q. Can I return a product if I change my mind?
A: Unfortunately, we do not accept returns or offer refunds for change of mind. We understand that purchasing beauty products online can be challenging, so we encourage you to carefully consider your purchase before placing an order.
Q. What should I do if I receive a faulty or damaged product?
A: If you receive a product that is deemed faulty or damaged, please follow these steps:
- Email our customer support team at info@siana.com.au within 30 days of the purchase date.
- Include your name, order number, and a clear photo of the faulty or damaged product.
- Our team will assess the issue and determine if the product is eligible for a refund or replacement.
Q. Who covers the return shipping fee?
A: Customers are responsible for the return shipping fee, which is non-refundable. We recommend using a trackable shipping method to ensure the safe return of the product. Once the faulty or damaged product is deemed eligible for a refund or replacement, we will provide you with the returns address.
Q. How will I receive my refund?
A: If your faulty or damaged product is deemed eligible for a refund, we will issue the refund in the original form of payment. Please allow a reasonable processing time for the refund to be reflected in your account.
Q. What if the product I want to return is out of stock?
A: If the product you wish to return is out of stock, we will offer a replacement with a similar item of equal value. If no suitable replacement is available, we will proceed with the refund as per our policy.
If you have any further questions or concerns regarding our returns policy, please don't hesitate to contact our customer support team at info@siana.com.au. We are here to assist you and ensure your satisfaction with our products
Subscription Program
Q: What is your subscription program?
A: Our subscription program is a convenient way for customers to receive their favourite eyelash products on a regular basis. By subscribing, you can enjoy the benefits of automatic deliveries without the hassle of reordering each time.
Q: How does the subscription program work?
A: When you subscribe to our program, you will select the products you want to receive and choose the frequency of delivery. We offer flexible options, allowing you to customize your subscription to meet your needs.
Q: Can I modify or cancel my subscription?
A: Yes, you have full control over your subscription. You can easily modify the products, quantities, and delivery frequency through your account settings. If you wish to cancel your subscription, you can do so at any time with no additional fees.
Q: Are there any benefits to subscribing?
A: Absolutely! By subscribing, you will enjoy several benefits. Firstly, you will never run out of your favourite eyelash products as they will be automatically delivered to your doorstep. Additionally, subscribers receive exclusive discounts and promotions that are not available to regular customers.
Q: Can I return or exchange products from my subscription?
A: Unfortunately, due to the nature of our subscription program, we do not accept returns or exchanges for products received through the program. However, if you encounter any issues with a faulty or damaged product, please contact our customer service team at info@siana.com.au, and we will assist you accordingly.
Q: How do I sign up for the subscription program?
A: Signing up for our subscription program is easy! Simply add the desired products to your cart and click that you wish to receive them on a subscription basis and delivery frequency. Once you complete the checkout process, you will be enrolled in the program.
Q: Can I skip a delivery or change the delivery address?
A: Yes, you have the flexibility to skip a delivery or change the delivery address. Simply log in to your account and make the necessary adjustments before your next scheduled delivery. Please note that any changes made after the cut off date may not apply to the upcoming delivery.
Q: How will I be billed for my subscription?
A: You will be billed for your subscription at the time of each scheduled delivery. The payment will be charged to the original form of payment used during the initial subscription setup.
Q: Can I pause or suspend my subscription?
A: Yes, we understand that circumstances may arise where you need to pause or suspend your subscription temporarily. You can easily do so by accessing your account settings and selecting the pause or suspend option. When you are ready to resume, simply reactivate your subscription.
Q: How can I contact customer support for further assistance?
A: If you have any questions or need further assistance regarding our subscription program, please reach out to our customer support team at info@siana.com.au. We are here to help and will respond to your inquiries as soon as possible.