BAYBELLA - Policy Answer
Quick Summary
● Fast AU delivery, most customers receive their parcel in 2–5 business days.
● Orders ship from our Australia-based warehouse.
● No physical returns required, photo-only evaluation.
● Hassle-free resolutions, refund or replacement depending on the issue.
● Empathetic support, we care about getting things right.
Shipping — Quick Answers
Where do orders ship from?
All orders are dispatched from our Melbourne-based warehouse, ensuring fast delivery nationwide.
How long does delivery take?
Most orders arrive within 2–5 business days across Australia.
Do you offer express shipping?
We currently offer one fast and reliable shipping method that typically arrives within 2–5 business days.
Do you have an order cut-off time?
No cut-off times. Orders are processed every business day
Do I receive tracking?
Yes. Every order includes Australia Post tracking, which we email to you as soon as your parcel is despatched.
I entered the wrong address — what do I do?
If you entered the wrong address, please contact us as soon as possible. If your parcel hasn’t been dispatched yet, we’ll do our best to update the details before it leaves our warehouse.
My parcel was marked “undeliverable” or returned to sender — what happens now?
If Australia Post returns your parcel to us (the sender) or marks it as undeliverable, message us and we’ll take care of it. We’ll help identify what happened and arrange a replacement if needed.
Returns & Refunds — Hassle-Free & Hygienic
Do I need to return the item to your warehouse?
No physical returns required. For hygiene and safety reasons, we never ask customers to send used lashes back.
How do returns and refunds work?
Our process is simple and customer-first:
1. Contact us via email
2. Send a photo of the item (to help us understand the concern)
3. If needed, we may ask for a photo of the lashes cut up to ensure eligibility for a refund
4. We then issue a refund or replacement
What is the returns window?
You are protected by our 30-Day Money Back Guarantee from the day you receive your order and/or the 90-day warranty if availed during check out of your order
What issues are covered?
We look after you if:
● The item arrives damaged
● The item arrives faulty
● The item does not perform as expected
● Something feels off with your order
● The wrong item was sent
I want to exchange for a different style — what can I do?
If you need help with a different style, message us and we’ll review your situation with empathy.Because we don’t accept physical returns for hygiene reasons, we’ll guide you towards the best resolution depending on your concern.
Do you accept change-of-mind returns?
If you’re not happy with your purchase, reach out. We’ll always review your situation with empathy and help you with the most appropriate resolution.
Order Changes & Cancellations
Can I change my order before it’s dispatched?
If you’d like to update your order before it’s dispatched, reach out to us right away. We’ll do everything we can to help adjust the order before it leaves our warehouse.
Can I cancel my order?
If you need to cancel your order, please message us immediately. If it hasn’t been dispatched, we’ll assist you with a cancellation or order update. Once an order has been dispatched, we’re no longer able to cancel it — but we’ll still help you find the best solution.
Lost or Delayed Parcels
What happens if my parcel is delayed or missing?
If tracking shows delays or no movement:
1. We conduct a quick investigation
2. Once confirmed it is missing, we provide a replacement or refund
Your peace of mind matters to us. We’ll take care and coordinate with the logistic partner
Not Happy With Your Order? We’ll Take Care of You
Our customer experience approach is grounded in empathy. We want you to feel:
● Heard
● Understood
● Supported
Even when we can’t provide the exact outcome a customer asks for, we focus on delivering a fair, caring resolution.
If something feels off, message us — we are here to help.
Contact Us
📩 help@baybella.com.au