Faq's
SCARLET SWEETHEART FAQ'S
General Information
1. Where is Scarlet Sweetheart based and in what currency do you charge?
Our store is registered and based in Australia and we charge in Australian (AUD) dollars). However for our international customers you can use our currency converter while you shop, but please note the total amount you will see at checkout will be in Australian dollars.
2. What payment method can I use?
We currently accept Credit Cards, Apple Pay, Paypal and Google Pay payments.
3. Are discounts available?
Scarlet Sweetheart occasionally offers discount coupons as well as regular sales on products. To see what coupon codes may be currently available please visit our social media platforms @ ss.scarletsweetheart - Instagram, @ss.scarletsweetheart - Facebook, @scarletsweetheart - Pinterest. Or subscribe to our Scarlet Sweetheart Exclusive Members only community, to be the first to know about special promotions and discounts. You can also refer to our BUNDLES & SAVE section on our website. This will lists all the bundles we have that allows saving of up to 20% -25%.
4. I still have more questions; how can I contact you?
For further questions, please email us at customercare@scarletsweetheart.com or refer to our "Contact Us" page.
PRODUCT INFORMATION
1. Where can I find product information?
We provide product information on the product listings page associated to the product.
2. What are your eyelashes made of?
Our lashes are made of 100% mink fur. The eyelash band is made of cotton.
3. Do you have a Vegan range?
Yes, we absolutely do! We like to provide our customers with choice within our product range, as we would like to accommodate the different needs of our customers. Please refer to our "Hollywood Glamour" products which is our faux fur collection.
4. What is the length of your eyelashes?
Our eyelash lengths vary depending on the style & design of the eyelash. However our range is mostly within the 15mm range.
5. Why do my lashes look a little different on than on the pictures/models?
If you find your eyelashes looks slightly different on, please consider that we are all individuals with eyes/ eyelids that are all shaped uniquely different. Our eyelashes may sit differently, depending on what your eye shape is, how you trim your eyelashes to suit your needs and how you place on them on your eyelids. Consider eyelashes will also look different with different eye make up looks.
Scarlet Sweetheart eyelashes are also handmade, strand by strand. As we do endeavor to place every strand in it's place for a particular eyelash style & design, please keep in mind that as it is handmade it is impossible to have every strand in the exact same position on every eyelash style & design. However each eyelash style & design will be consistent with its base outline and shape. Each eyelash will need to be trimmed to adequately fit your eye shape.
If you require further information, or feel your product may be damaged, faulty or defective please email our dedicated customer care team at customercare@scarletsweetheart.com, alternatively you can use our "Contact Us" page.
6. How long will my eyelashes last?
With proper care and maintenance your eyelashes should last up to 25-30 wears. To prolong longevity of your eyelashes, we suggest removing your eyelashes before going to sleep and regularly washing them with a gentle technique and with non harsh chemicals.
7. What are the ingredients in your glue?
The ingredients for our white and black coloured glue is: Acrylate, Ethylhexyl Acrylate, Aqua, Propylene Glycol, Biotin. For a our clear glue: Acrylicpolymer, Ethanol, Deionized water.
8. Is your glue latex free?
Yes, all our brush on glues are latex free.
9. What does your Mix and Match Bundles get me?
Our Bundle packs allows you the choice of any three eyelashes available in our range, an eyelash box to keep your lashes safe, a mirror inside your eyelash box to assist in applying your lashes, adhesive glue - available in clear or white and eyelash tweezers to assist in your application.
10. What accessories do you have?
Our premium accessories range includes, an eyelash curler, eyelash comb tweezer and eyelash trimming scissors. We also have an accessories pack available with eyelash curler, extra eyelash paddings, x2 eyelash tweezers and eyelash scissors.
RETURNS/ REFUNDS & EXCHANGES
1. What is your returns policy?
At Scarlet Sweetheart, our customer satisfaction with our products is our number one priority. We take pride in our stringent quality control procedures and strive to provide our customers with only the highest quality products. However, all sales are final due to the nature of our products, we do not offer returns/refunds or exchanges of change of mind returns. In certain circumstances, we do offer returns/refunds/replacements. Returns/refunds/replacements can only be made for damaged, faulty or defective products. Under those circumstances, returns/refunds/replacements can be made within 30 days of the date you received your order.
The item must be unused and in its original condition with the original packaging with all materials included. The item must not have been damaged while in the possession of the customer.
To process a return/refund or replacement ONLY on damaged, faulty or defective products, please contact us at customercare@scarletsweetheart.com or on our "Contact Us" page.
For further information please visit our Returns Policy https://www.scarletsweetheart.com.au/pages/returns
2. How do I cancel an order?
All orders once submitted are finalised and products are not able to amended or changed. Order cancellation requests will be considered, but are not guaranteed. Orders are shipped as quickly as possible and cannot be cancelled once they have been submitted. We do not offer, returns/refunds or exchanges on change of mind returns. Orders cannot be updated once they have been submitted.
3. How do I return my order?
To process a return, please contact us at customercare@scarletsweetheart.com. Please understand that all returns/refunds/replacements requests must be pre-authorized by emailing us before sending any products back to us. We only accept returns/refunds and replacements on damaged, faulty or defective products.
For further information please visit our Returns Policy
4. What do I do if my order arrives damaged?
If your purchase arrives defective or damaged. Please contact our customer care team immediately at customercare@scarletsweetheart.com or alternatively on our "Contact Us" page, with a description and photo image of the damage, and we will get back to you with upmost importance and priority.
For further information please visit our Returns Policy
5. I received the wrong goods, what do I do?
We apologise for any inconvenience this has caused. Please contact our customer care team via customercare@scarletsweetheart.com or alternatively on our "Contact Us" page, so that we can work at replacing your items as soon as possible.
6. Can I exchange my item?
Due to the nature of our products and for hygiene reasons, we are unable to offer returns/refunds/exchanges or change of mind returns. We only provide returns/refunds/replacements in certain circumstances such as damaged, faulty and defective products.
For further information please visit our Returns Policy
7. How long does a refund or exchange take to process?
We aim at being quick and efficient, so as soon as we have received your returned package and inspected the items, you will be contacted via the email address provided in your original order. If your return is accepted as per our returns policy, we will issue you a refund on your original method of payment and are issued to the person documented on the original order.
Please be aware that it may take some time before a refund is officially shown on your account.
For further information, please visit our Returns Policy https://www.scarletsweetheart.com.au/pages/returns
SHIPPING
1. Do you ship internationally and process international credit cards?
Yes, we ship internationally to almost every country worldwide and accept international cards for payment.
2. How long will it take to get my order?
Please refer to our detailed shipping information in our Shipping Policy. Customers will be notified of items approximate delivery date once we send out tracking number information.
*Please note delivery times may increase during sales, new product, collection launches and holiday periods.
COVID19 PANDEMIC SHIPPING DELAYS
Due to the worldwide COVID19 pandemic, many countries are experiencing extensive shipping delays of up to 26 or more business days. Unfortunately, this is out of our control and this changes on a daily basis. However, if you have waited the suggested amount of days, please do contact our dedicated team at customercare@scarletsweetheart.com or on our "Contact Us" page and we will try to assist you as best we can.
For further information, please visit our Shipping Policyhttps://www.scarletsweetheart.com.au/pages/shipping
3. How much does shipping cost?
Shipping varies depending on weight, size, location and product type. The final total will be calculated at checkout. Please note shipping & handling costs are non refundable. Please refer to our Shipping Policy for detailed information on delivery and shipping costs.https://www.scarletsweetheart.com.au/pages/shipping
4. Can you ship internationally or process international credit cards?
Yes, we ship to most countries worldwide and accept international credit cards.
5. Will I have to pay Customs & Duties fees?
Scarlet Sweetheart is not responsible for any duties, fees, or local taxes that are incurred during the delivery of your order. All local fees incurred during shipping or after, are the sole responsibility of the customer.
6. How do I track my package?
All orders include a tracking number. We will email your tracking number after your order is processed and dispatched. We recommended that customers download the associated app to track their packages. If you have not received your order confirmation or tracking number details, we recommend checking your email junk/spam folders.
ORDERS
1. I have not received my order confirmation email?
Please look in your email junk or spam folders. You can also search your emails for Order Confirmation# from: customercare@scarletsweetheart.com.
2. Can I cancel or change my order?
Scarlet Sweetheart's order process is automated to distribute products quickly and accurately. Therefore, we’re unable to cancel or make any changes to your purchase once you have submitted your order.
3. Does Scarlet Sweetheart charge sales tax?
For orders made outside of Australia, sales tax will be bear by us. Not the customer. As we are an Australian registered business, a GST of 10% will automatically be charged to all Australians residents purchasing from Scarlet Sweetheart.
4. Which currency are my orders processed in?
Scarlet Sweetheart orders are processed in AUD dollars. You can change the currency value on the website, however the AUD is the currency you will see at check out.
5. Is checkout safe and secure?
Yes, all purchases at checkout are safe and secure.
For any additional questions, please contact us via email at customercare@scarletsweetheart.com or alternatively on our "Contact Us" page. We'll get back to you with upmost importance and priority.