FAQ
📦 Returns & Refunds
Q: Can I return an item if I change my mind?
A: Unfortunately, due to hygiene and safety reasons, we do not accept returns for change of mind, allergic reactions, or if a product has been opened or used.
Q: What if my item is damaged or incorrect?
A: If your order arrives damaged or incorrect, please contact us within 7 days at support@porzelcosmetics.com.au with your order number and clear photos of the issue. We will arrange a replacement or refund where appropriate.
Q: How long does a refund take?
A: Approved refunds are processed back to your original payment method and usually take 10–14 business days, once item has been received.
Q: Do you refund shipping delays?
A: We cannot offer refunds for shipping delays caused by postal services, customs, or weather. If your parcel has not arrived after 45 days, please contact us for assistance.
For full details, please check our Returns & Refunds Policy.
🚚 Shipping Information
Q: Do you ship internationally?
A: Yes! 🌍 We offer international shipping to most countries. Shipping costs and delivery times will be calculated at checkout based on your location.
Q: How long does shipping take?
A:
- Australia: 3–10 business days (depending on your location)
- International: 10–25 business days (customs delays may affect delivery times)
Q: How much is shipping?
A: Shipping fees are calculated at checkout and vary based on your destination and the total weight of your order.
Q: Will I have to pay customs duties or taxes?
A: Some countries may charge customs fees, taxes, or import duties when your parcel arrives. These charges are the buyer’s responsibility and are not included in our prices.
Q: How can I track my order?
A: Once your order is shipped, you will receive a tracking number by email so you can follow your parcel’s journey.