Frequently asked questions

No. Checkout works without one. You get an order confirmation by email, and that email is your receipt, and your tax invoice on an Australian order.

You get a confirmation email with an order number within a few minutes. If it has not arrived, check the junk folder before you worry, then send us the email address you used and we will find it.

If it has not been packed, yes. Message us straight away with the order number. Once the label is printed we cannot pull it back, and it becomes a return instead.

We cannot merge orders after the fact. Place the second order and message us the two order numbers, and if they have not shipped we will pack them together and refund the extra delivery.

Yes. Card payment is taken at checkout through Stripe, on a page hosted by Stripe rather than by us, so your card number never touches this site. You are charged in the currency shown on the page, and the amount charged is checked against the amount quoted before the payment page is handed to you.

Contact us with the date and the amount if a charge from this store is not obvious on your statement, and we will match it to your order. The billing descriptor is being corrected, so it may not read as HAYAITI yet.

Australian dollars, US dollars, Canadian dollars and pounds sterling. Pick your country with the currency selector and every price on the site switches. The figure you see is the figure you are charged, because the conversion happens once and checkout uses the same result.

Real rates, fetched once and baked into the site at build time, with a 2 percent margin on top that covers movement between the build and your order. Nothing is fetched live, so a price cannot change between the page and the payment.

Possibly, on any order outside Australia. Your own customs authority sets them, the carrier usually collects them before or on delivery, and they are not included in our price. We cannot quote them in advance. An Australian delivery is domestic, so nothing extra is charged. The detail is on the shipping page.

The Australian dollar price includes 10% Australian GST. No US sales tax, Canadian GST or HST, or UK VAT is added at checkout. If tax is owed when the parcel enters your country, it is collected on delivery instead. Tax country by country.

Because the catalogue is priced in Australian dollars and the company is incorporated in Ontario. It is an odd pairing and we would rather write it down than hide it. It does not change what you pay: the price on the page is the price charged, in your currency, with nothing added afterwards by us.

Free standard on orders over $99. Under that it is a flat $9.95. Express is $14.95 on any order and is never free. The same rates apply to all four countries.

We ship to Australia, the United States, Canada and the United Kingdom. Nowhere else at the moment. An order to any other country is cancelled and refunded in full.

Inside Australia, standard 3 to 7 business days, express 1 to 3 business days. Metro addresses sit at the fast end of that range and regional ones at the slow end. To the United States, Canada or the United Kingdom it varies with the route the parcel is booked on and with how quickly customs clears it, so we do not print a range you would plan around. You get a tracking link by email at dispatch and it shows the carrier, the service and where the parcel is. The market by market table is on the shipping page.

Inside Australia, yes, on both services. Outside Australia, give a street address, because many international services will not deliver to a PO box.

Aerosols, some nail products and most fragrances cannot fly. They go by road, and road freight to the west and the north adds days. If your order contains an aerosol, that is almost always the reason. The same restriction can slow an international order down or stop it.

Scans lag parcels, so give it a business day. If it has been still for 5 business days on a domestic order, or 10 on an international one, contact us with the order number and we will open an investigation with the carrier.

30 days from delivery, on anything unopened and unused with the seal intact.

Not on change of mind. Opened cosmetics, haircare, skincare, brushes and applicators cannot be resold, so they cannot come back for hygiene reasons. Faulty products are a separate case and are always covered.

You do on a change of mind return, including the international rate. We do when the item is faulty, damaged in transit, or not what you ordered, and outside Canada we refund the postage against your receipt rather than send a label.

Yes. The same 30 day rules apply from all four countries. Our returns address is in Toronto, Canada, so the parcel is crossing a border: send it tracked, mark the customs declaration RETURNED GOODS and declare what you paid, and budget 2 to 6 weeks for it to reach us. Message us first and we will give you a reference to write on the parcel.

Not from us, because we never received it. Import charges go to your own customs authority and you claim them back from them: HMRC in the United Kingdom, the CBSA in Canada, CBP in the United States. Ask us for any paperwork you need and we will send it.

We process it within 5 business days of the parcel reaching us, back to the original payment method in the currency you paid. Your bank usually adds a couple more days before it shows.

Photograph the box and the contents before unpacking further and send us the photos the same day. We replace or refund and we cover the postage.

Yes. Real brands, real formulas, in the sizes the brand actually packages, sealed and in date with the batch code intact. What we do not claim is a relationship we have not got: we are a retailer, not a brand, not the official distributor for any of these labels, and not part of an authorised stockist programme. If a product arrives and you doubt it, send us the batch code and a photo the same day.

Brands redesign packaging constantly and often run two designs at once through a changeover. The formula and the size are what matter, and both are on the product page.

We can tell you what the brand says a product is for and we can point you at the ingredient list. We are not stylists or dermatologists, and we will not pretend otherwise. For anything medical, see a professional.

Usually yes. Use the notify option on the product page and you get one email when it is back, with no marketing attached.

No. We sell retail to the public. Trade pricing and salon only colour lines come from the brand distributor.

We use them to fulfil your order and answer your messages. We do not sell them and we do not pass them to advertisers. The full detail is in the privacy policy.

No. This site runs no third party analytics, no advertising pixels and no tracking cookies. Your cart is stored in your own browser.

Every marketing email has an unsubscribe link, and it works on the first click. Order emails are transactional and keep coming while the order is live.