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Frequently Asked Questions (FAQ)

 

Below you will find a list of our most commonly asked questions to Elyce Victoria. Hopefully these answer any questions you have about the Elyce Victoria ordering, shipping, membership, and the returns process as well as our privacy, security and ingredients policy.

Shipping & Delivery

Just make sure that you have signed into your account before placing your order, once you log in your FREE standard AU shipping will be automatically applied to your shopping cart. Unfortunately we cannot issue a credit note or a refund if you did not sign into your account before placing your order.

Yes, we ship worldwide! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection.

Please note that ALL import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer's responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase.

Standard AU shipping is free for all loyalty members! Please be logged in to your account when checking out and FREE shipping will occur automatically. It is free to join.

If you are not a member, postage is still FREE for all orders $99 and over within Australia. If your order is under $99, we charge a flat rate of $9.95 within Australia.

We endeavour to provide 24 hour dispatch on all orders. We use Australia Post which takes approximately One to Three days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to Seven working days to Western Australia.

Please note that during the peak holiday season with Australia Post, orders may be delayed by up to 48 hours.

Unfortunately not at this stage. It is something we will be implementign in the not to distant future.

Unfortunately at this stage we are unable to welcome customers to the Elyce Victoria warehouse. We hope this to change in the near future.

Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct postcode is entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but Australia Post will eventually return the package to us. To have this package resent to the correct address, there will be a $9.95 postage fee.

If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $9.95 postage fee.

Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through the system to allow for our same day despatch policy. Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds.

Orders

You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we will send you an email to let you know and give you some easy payment options.

Unfortunately no changes can be made to your order once you have submitted it as it will hold up our same day service policy. All orders are packed as soon as they are placed for speedy delivery. If you have changed your mind on an item you have ordered, you are free to send it back for a credit note within 14 days. Please note we can not pay for your return postage in this case.

Customers can choose to pay for their order in 4 interest-free instalments. Our payment partner for this service is AfterPay. All you need is a credit card for instant approval, there is no application form or fee.

To get started simply choose the AfterPay payment option at the bottom of our Checkout.

After you check out we'll pack and ship your order as usual and you will have three remaining payments to make to AfterPay, one every fortnight.

Find out more in the AfterPay FAQs.

At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise AfterPay will automatically deduct the instalments from your debit or credit card every fortnight. AfterPay charges a fee for late payment. Find out more in the AfterPay FAQs.

Yes absolutely. We welcome all pre-sale enquiries and are happy to assist you, however please be mindful that we have limited phone staff available. Please call 02 49 537890 Mon-Fri 9am-5pm AEST time, leave a message with your name and contact phone number and we will try to call you back within 24 hours. For international customers, please use the contact us form or email us as we are unable to return your call.

Unfortunately not at this stage. In order to keep operating costs low so that we can pass the savings on to our customers, we are unable to accept orders or take payments by phone.

Please note there is a $50 minimum spend in order to redeem your Reward Points.

Spend your Reward Points at the at the 'Cart' page during the checkout process. After signing in, below the “Welcome back” message at the checkout you will see a button showing your total Reward Points. 

Returns & Exchanges

We accept change of mind returns as long as the item is in the original packaging, has not been used and no seals have been broken. For change of mind we do not refund the delivery costs.

If any items arrive broken or faulty they will be replaced if we are notified within 7 days of receipt. For items that arrive broken or damaged, please email us a photograph within 7 days at sales@elycevictoria.com and the item will be promptly replaced. We do not refund for natural wear and tear or for damage caused post receipt.

If you are unhappy with any of your purchases you may return them within 7 days of receipt for a full credit valid for 30 days.

Please note that we do not accept returns on sample items.

To return a product, please send them back within 7 days of receiving your parcel to:

Elyce Victoria Returns
PO BOX 208
CARDIFF, NSW
2285

For any faulty or incorrect items, please contact us at (02) 49 537890 or sales@elycevictoria.com, and we will guide you through this replacement process.

For any items that arrive broken or faulty will be replaced if we are notified within 7 days of receipt.

For items that arrive broken or damaged, please email us a photograph within 7 days at sales@elycevictoria.com and we will guide you through the replacement process.

If for any reason there is an issue with your order (incomplete or incorrect), please email a picture of your packing slip to sales@elycevictoria.com within 7 days of receipt and we will guide you through the replacement process.

If for any reason there is an issue with your order (incomplete or incorrect), please email a picture of your packing slip to sales@elycevictoria.com within 7 days of receipt and we will guide you through the replacement process.

At Elyce Victoria we do our very best to re-order before we sell out but sometimes we cant keep up. We re-order stock weekly and endeavour to keep enough quantity of stock on hand for our customers. Sometimes a delay is caused when a supplier may not have stock available.

Items purchased on sale are not able to be returned for a refund or exchange.

Discount Codes & Vouchers

To use your discount code, please add the code into the "Promotional Code" box on the 'Cart' or 'Checkout' page during checkout.

We offer discount codes in our newsletter and on our Facebook and Instagram page. Please note that we cannot back date discounts on orders placed prior to or after the promotion.

Unfortunately credits, Reward Points and vouchers must be redeemed at checkout. We cannot apply these after the fact and these cannot be redeemed for cash.

User Account & Loyalty Program

The easiest way to find out is to pop your email address into our Forgotten Password form. If there is an active account with that email address we'll send you an email so you can create a new password for yourself. The reset link we send you will only be active for 15 minutes.

No worries. Just put your email address into our Forgotten Password form. If there is an active account with that email address we'll send you an email so you can create a new password for yourself. The reset link we send you will only be active for 15 minutes.

No one else can see your password, not even us, so this is the only way to get a new one.

Too many incorrect sign in attempts will lock you out of your account for 20 minutes. It's one of the ways we ensure your account remains safe.

The address details that you use at the checkout are saved in your account. Simply check-out as usual by singing in, enter your new address details, and they will be saved when you complete your order.

Sorry this is not possible at this stage.

Check that you are still signed in by looking My Account page. If you don’t see that button there are a few possible reasons:

a) You don’t have any Reward Points remaining - check your MyAccount page Rewards Points section.
b) There may be some data stored on your computer from your previous visit to the checkout that is affecting your visit today. Navigate back to the homepage, clear your browser cache and try again.
c) If none of the above work please contact us.

Please note, there is a $50 minimum spend in order to redeem your Reward Points

Spend your Reward Points at the checkout. When you are in the 'Cart' apply your reward points against your order to redeem! The discount applied will be visible at the Checkout.

Please note there is a $50 minimum spend in order to redeem your Reward Points.

Of course! It is up to you to decide how you want to redeem your Reward Points. Use them all at once or save some for another day. 

No, never! How good is that!

No. Because Reward Points are issued when the gift voucher was purchased they can't be issued again when it is redeemed.

We will send you an email when your level has changed. This may be a few days after your latest order.

Your bonus Reward Points are deposited into your MyAccount. Free Shipping is automatically applied when you are logged in and make a purchase. 

We would love to! But unfortunately we physically cannot add extra reward points to your account.

Unfortunately we are unable to refund you for any Reward Points that were not applied to an order! As the Reward Points continue to accumulate, it is not possible for us to remove these from your account. Your Elyce Victoria account Reward Points won't expire so you can definitely use them towards your next order, or keep accumulating them!

Unfortunately not.  Our system will not allow your membership level to change within a small period. Orders valued under $100 that are placed within a 72 hour period, will only be considered as one order.

Free Shipping for Elyce Victoria Members is automatic for Standard Post within Australia.

Be sure to sign into your account before placing your order to receive free shipping.

Unfortunately we cannot issue a credit note or a refund if you did not sign into your account before placing your order.

Pricing

All prices on our website are listed in Australian Dollar (AUD)

Reviews

To comply with Australian law and ACCC guidelines, we are required to monitor all publicly posted product reviews on our website and in accordance with the law, remove any reviews that appear fake, offensive, defamatory or irrelevant. This includes reviews that state a product resulted in disease or medical condition (including allergic reactions) or breaches TGA guidelines.

We may edit your review in part to ensure it remains within these guidelines, this includes the removal of words that may appear offensive, rude or irrelevant.

Please note that reviews should be based on your personal experience using the full size product (not samples which can vary in consistency) and should not offer medical or professional advice to customers. Reviews should not be given on items which are faulty or have arrived broken or damaged. If you have received a faulty item please contact us for a replacement.

Please feel free to contact us at sales@elycevictoria.com for any further clarification on review monitoring and for a copy of the Australian legal guidelines.​

All you need to do is log into your account and review to earn Reward Points!

We automatically add Reward Points equal to $0.10c to your account for every review posted when you are logged in. This is valid for both positive and negative reviews. Your first name (or you can use a nick-name) will appear but all reviews are anonymous to the public.

In accordance with Australian Law & ACCC guidelines we are required to monitor reviews to ensure they are genuine. Any misuse of this service may warrant the deletion of reviews and Reward Points revoked. Please see our "Review Guidelines" for further information on this.

All reviews entered on Elyce Victoria are anonymous to the public. This is to encourage honest reviews, we want our products to be transparent and know all the good as well as the bad.

Yes - definitely! ALL reviews you complete will earn the same amount of Reward Points.

At Elyce Victoria we want to encourage honest feedback so customers can make informed purchasing decisions.

Elyce Victoria only allows you to post one review per product per IP address, this is to stop false/repetitive reviews which can skew the rating of a product to be misleading - whether positively or negatively.

Ingredients Policy

We stock a range of products sourced from ethical brands that do not test on animals. We only stock brands that match our ingredients policy. We specialise in Certified Organic, Cruelty Free, Vegan Friendly, Food Grade and Certified Biodynamic products.

Natural and organic products free from chemicals and synthetic preservatives generally have a slightly shorter expiry date than many of the commercial brands available. Depending on the product, most have a shelf life of between 1 to 3 years and should be stored in a cool dry place. Once opened, any unused products should be discarded within 6 months. The recommended timeframe to replace eye makeup (once opened) such as mascara is approximately every 3 months. Please refer to the individual product label for further information.

Security & Privacy

We hate spam! Elyce Victoria will never share your email or any other information with third party, we only use your email for order confirmation, customer service issues or to provide your tracking code. All email addresses on our newsletter list are opt in only (we do not automatically add your email to this list).

Elyce Victoria utilities the secure services of Braintree Paypal processing. Cardholder data is not stored on the server, only transmitted to the payment gateway at the time of a purchase. This data transmission is encrypted. We do not use vendor-supplied defaults for system passwords and other security parameters. Elyce Victoria has as a dedicated IT team that monitors our servers and regularly test security systems and processes.

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