Frequently asked questions

When will my order be dispatched?

Your order will be processed within 3 business days from our dispatch facility in Melbourne.

Which shipping carriers do you use?

We ship orders using Sendle or Australia Post, depending on which service will get your order to you the fastest.

Do you deliver to my country?

We currently ship to the following countries, including:

    • Australia 
    • United States 
    • Canada 
    • United Kingdom 
    • And other selected international destinations!

To see if we ship to your specific location and get an accurate shipping rate, simply enter your address during checkout.

Can I cancel or modify my order?
    • Before Dispatch: If your order hasn't been dispatched, contact our Customer Care team, and we'll help you out.
    • After Dispatch: Unfortunately, we can't make changes to your order once it has been dispatched.

Returns & Exchanges

What items are non-refundable?

Perfume samples, items purchased on sale, and products that have been opened or used are not eligible for returns or exchanges.

Please note:

Perfume samples are not eligible for return. If a scent isn't right for you, consider sharing it with a friend who might love it.

To initiate a return, simply email us at hello@vanitygloss.com with your order number.

Our team will assess each return to ensure items are unopened and unused. 

We want you to love your VanityGloss experience, so please don't hesitate to reach out with any questions or concerns.

I received a damaged item - what now

We're so sorry your order arrived in less-than-perfect condition. Here's what to do:

    1. Snap a pic: Take a photo of the damaged item(s).
    2. Email us: Send an email to hello@vanitygloss.com with the following:
      • Your order number (it's on the email we sent you)
      • Product name (specify which item(s) arrived damaged)
      • The photo you took of the damage
      • Let us know if you'd like a refund or a replacement

Our team will review your request and get back to you with further instructions.

What if I received the wrong product?

We're so sorry if there was a mix-up with your order! We know it's frustrating, and we want to fix it right away. Here's what to do:

    1. Contact Us: Reach out to our Team at hello@vanitygloss.com
    2. Tell us about it: Please include the following details:
      • Order number (check your confirmation email!)
      • Name of the incorrect product received
      • Name of the product you actually ordered
    3. We'll verify your order details and provide a return label for the incorrect item, along with instructions on how to get the right one to you.
What if something is missing from my order

We apologize if your order arrived with items missing. Here's what you can do:

      1. Check your shipping confirmation email. Sometimes, items might be shipped separately.
      2. If you've checked  the email, and the item is still missing, please email our Team at hello@vanitygloss.com with the following:
        • Your order number
        • The name of the missing item

We'll promptly investigate the issue and work to get your missing items shipped to you ASAP.

International Orders

Do I need to pay customs and duties charges?

Import duties, taxes, and charges are not included in the item price or shipping costs and are the buyer's responsibility. Check with the customs office in your country to determine any additional costs before making a purchase.

Do you offer international shipping?

Absolutely, we ship globally! The cost for shipping will depend on your country and will be added up at checkout.

Still stumped? Contact us