FAQs

Have a question? You may find the answer in our Frequently Asked Questions below. If not, please contact us – we’re here to help!

 

Why should I shop at Kiana Beauty?

How do I place an order?

What forms of payment does Kiana Beauty accept?

Will my payment be secure?

How do I know if my order has been received?

When will my order be dispatched?

What are my shipping options?

Can I collect my order in person?

How do I track my order?

How do I know if an item is in stock?

Can I change an item in my order?

Can I add extra items to my order?

Can I return an item?

Can I change my personal information?

Can Kiana Beauty deliver to multiple addresses?

Can Kiana Beauty ship to international addresses?

How do I make a compliment or complaint?

 

Why should I shop at Kiana Beauty?

Kiana Beauty is an official, authorised stockist of every brand we sell. We’re also proudly Australian, based out of our two beautiful pharmacies located in Berwick, Victoria.

Why is this important?

  • You'll get guaranteed authentic and fresh stock
  • You are protected by Australian consumer laws
  • You can be confident that if there are any problems with a product, you are covered by Australian warranty
  • Any electrical goods will have the correct Australian plugs and voltage
  • Our in-store brand experts are on hand to give you the right advice
  • With a long history of providing quality beauty products and service to our local community, you know we’re a business you can trust.

How do I place an order?

Shopping at Kiana Beauty is easy! Once you have found the products you want, simply click on the ‘add to basket’ button for each item. The items will be placed in your shopping basket. To access your shopping basket, click the link in the top right corner of your screen. From here you can view and edit your items, then proceed to the checkout to finalise your order. Follow the prompts to enter your delivery details and pay for your purchase in our secure payment gateway. Once you have completed your order, you will receive an email confirmation. Then all you have to do is wait for your beautifully wrapped products to be delivered to your door!

 

What forms of payment does Kiana Beauty accept?

We accept Visa, MasterCard and PayPal online.

 

Will my payment be secure?

Protecting your personal and order information is a priority at Kiana Beauty. Our site is as secure as we can possibly make it. Credit card information is always transferred encrypted through the Payment Card Industry Data Security Standard (PCI-DSS), and your transaction data is stored only as long as is necessary to complete your purchase. In the event that a refund is required, we may need to contact you again for your credit card information. If you would like more information about our secure payment gateway, please refer to our Terms and Conditions and Privacy Policy.

 

For any purchases over $1000, including purchase of gift vouchers, we will contact you prior to dispatch to verify your credit card details and to obtain a fax, photocopy or scan of a photo ID displaying your full name as well as the credit card in use. This is to protect Kiana Beauty and our customers against credit card fraud. We are required by law to obtain this information prior to dispatch.

 

How do I know if my order has been received?

Once your order has been placed, you will receive an email acknowledging the details of your order. Please note that this email is not an acceptance of your order, just a confirmation that we have received it. You will receive another email notification once your order has been processed and your products dispatched.

 

When will my order be dispatched?

We aim to ship all orders within 48 hours of receipt. Please note that orders placed on weekends and Victorian public holidays may be delayed slightly as we are human and sometimes need a break ourselves. We will dispatch your order as soon as possible upon our return to work.

 

If part or all of your order is temporarily unavailable, we will contact you by email to advise you of the delay. Available items will be sent immediately, with other items sent separately as soon as they are back in stock and no additional postage charges applied.

 

What are my shipping options?

Kiana Beauty is pleased to offer you free standard delivery within Australia when you spend over $50.

 

For orders under $50, Kiana Beauty offers you the options of standard or express postage using Australia Post.

 

Standard Post ($9.95): Your products will be delivered within Australia in 2 to 15 working days, depending on your location. Parcels can be tracked through the Australia Post website.

 

Express Post ($14.95): Your products will be delivered within Australia in 1 to 3 working days, depending on your location. Parcels can be tracked through the Australia Post website.

 

Please note that we are unable to send fragrances and other alcohol-based products via Express Post due to their highly flammable nature. The Standard Post option will be automatically selected for orders containing these items. Parcels containing flammable items are only able to be transported by road, which may affect delivery time. If you are purchasing multiple products and would like to have flammable and non-flammable items delivered separately, please place separate orders.

 

We recommend you have your parcel delivered to an address where someone will be available to receive it. A business address can be great for this reason, however if you are having your parcel sent to work, please include your company’s name (and the department or level where you work) to avoid having your parcel sit in the mail sorting room longer than it needs to. Please note, giving authority to leave your order outside your house means we cannot be held responsible for loss or damage to deliveries after they have been dropped off.

 

Can I collect my order in person?

Kiana Beauty offers free in-store pickup from our two beautiful partner pharmacies in Berwick, Victoria:

Berwick Pharmacy
51 High Street
Berwick VIC 3806

Pharmasave Eden Rise
Eden Rise Shopping Centre
Corner Clyde and O’Shea Roads
Berwick 3806

If you would like to collect your order in person, please add a note in the COMMENTS section during the checkout process. You will be sent an e-mail when your order is ready for collection.

 

How do I track my order?

You will receive an email notification when your order is dispatched to let you know that your items are on their way. You can then check the progress of your parcel through the Australia Post tracking site.

 

Please note that parcels containing flammable items (such as fragrances and alcohol-based products) are only able to be transported by road, which may mean a slightly longer delivery time than you would expect for other items. If you are purchasing both flammable and non-flammable items and would like to receive the non-flammable items sooner, please place separate orders.

 

How do I know if an item is in stock?

All items should be in stock unless Sold Out or Temporarily Unavailable is displayed. Our stock data is updated overnight and availability may change throughout the day for in-demand items. Please be aware that even if an item is in your shopping basket, it can still be bought by another customer until you have completed your order.

 

If an item you have ordered is unexpectedly unavailable, we will contact you by email to advise you of the delay and your order's expected delivery time. Available items will be sent immediately, other items will be sent separately as soon as they are back in stock at no additional postage charges to you

 

Can I change an item in my order?

If you wish to change an item after placing your order and before it has been shipped, please contact us. Once an order has been shipped, we are unable to make any changes.

 

Can I add extra items to my order?

If you wish to add extra items after placing your order and before it has been shipped, please contact us. Once an order has been shipped, we are unable to add any items and you will need to place a separate order.

 

Can I return an item?

Kiana Beauty strives to ensure you are satisfied. We want you to love what you've ordered.

 

If you find any part of your order is incorrect, faulty or damaged, you can return it within 30 days for a replacement or refund.

 

If you change your mind about a purchased item, you can return it within 30 days for an exchange or store credit only. We do not offer refunds on change of mind purchases.

Please refer to our Returns Policy for more information about returns.

 

Can I change my personal information?

Yes, if for any reason you need to correct or update your personal information, please log in to the Kiana Beauty site using the login link from the homepage. Your personal information will be made available for review and change. If you have just placed an order and need to correct the delivery information before it is dispatched, please also call us on +61 3 9769 3314 as soon as possible.

 

Can Kiana Beauty deliver to multiple addresses?

Unfortunately you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

 

Can Kiana Beauty ship to international addresses?

We are proud to offer international shipping on our beauty range (with the exception of fragrances and other flammable items). If you are interested in having our gorgeous products shipped internationally, please contact us with details of the items you would like to purchase so we can provide you with a postage quote. Orders for delivery outside Australia can not be placed directly through our website.

 

Please be aware that some countries charge customs fees on items ordered overseas. These charges are the customer's responsibility and are beyond our control. We advise that you contact the relevant government body in your country (e.g. Customs & Excise) for information on what these charges might be. By law, we have to declare the status (i.e. "merchandise") and the value of each parcel accurately. It is a criminal offence for us to make a false Customs declaration. We are unable to declare the parcel as "gift" even if it is intended as a gift for the recipient.

 

How do I make a compliment or complaint?

If you have a question, compliment or complaint about the service you have experienced from Kiana Beauty, please email us using our Contact Us page. Alternatively, if you would prefer to speak to a real person, please call us between Monday and Friday (9am to 5pm) on +61 3 9769 3314.

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