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FAQ

Here are some responses to our most frequently asked questions.  If you don't find the information you need here, please contact us via email or send us a message!

 

Do you ship to my country?  

We have experienced delays of 8+ weeks on international deliveries due to the COVID-19 crisis, particularly to the USA.   As a result, we have suspended all international shipping (with the exception of New Zealand) until shipping services return to normal. 

 

Can I pick up my online order? 

Yes! Pickup is available from our HQ at 1a/7 Waterway Drive, Coomera on the Gold Coast between 9am-12pm Monday to Friday.  Simply select your preferred pickup time on the Cart page before heading to checkout.  We'll have your order ready for you when you arrive at your scheduled pickup time.  

When you select a pickup time, you are setting an appointment. If you cannot pickup at your selected time, please let us know in advance.

If pickup is unavailable due to staff shortage or another reason, you will not be able to select pickup for that day/time at checkout.  

 

Can I come in and browse/purchase products at your HQ? 

We are busy packing orders, training students or lashing here at our HQ.  We do not have a showroom to browse nor payment processing facilities.  Please place your order online and select delivery or pickup at checkout. 

 

 

When will you be restocking a particular item?  

Due to the variable nature of manufacturing and importing, you may find our most popular products out of stock from time to time.  

When available, we will update the product description with the expected restock date, however please keep in mind that these are subject to change.  

If you sign up for restock notifications, you will receive an email as soon as the requested item returns to the store.  To do this, simply select the sold out product.  An email field will appear where you can enter your preferred email to receive the notification.  

 

If I sign up as a Stockist, do I get 50% off everything?  

As a stockist you will receive 50% lash care items to on-sell to your clients.  This discount does not apply to professional products.  For more information about becoming a stockist please visit our wholesale page. 

 

Do you discount for bulk purchases?

Discounts are all automated for you in our amazing rewards program, MYRewards, where you can earn discounts of up to 20% towards your future orders.   

 

How does MYRewards work?  

Manage your rewards from the MYRewards dashboard.  The dashboard can be found by clicking the shopping bag icon at the bottom left of our website, on any device.  

Earn 1 LashCoin for every dollar spent, and generous bonus coins for simple things like following our social media channels, leaving a review or having a birthday!  Spend your LashCoins on your preferred bonus of 10%, 15% or 20% discount rewards. 

300 Lash Coins = 10% off

600 Lash Coins = 15% off

900 Lash Coins = 20% off

You can also earn a $10 voucher to spend any time a friend makes a purchase by using your unique affiliate link.  Your link can be found by scrolling to the bottom of your MYRewards dashboard.  

 

How do I use / store / apply a particular product? 

We try to be as educational as possible and provide as much information as we can within our product listings and Lash Library articles.  If you can't find the information you need within the product listing on the website, please let us know!  

 

Are your products cruelty free / vegan? 

All of our products are cruelty free with the exception of the following items: 

All Adhesives

CLEANSE Foaming Lash Wash

While these products are not tested on animals, they do contain ingredients that have been tested on animals prior to being sourced for these products. 

All products are free of animal and animal derived ingredients. 

 

I have more than one promotional/discount code. Can I use them in a single order?  

Only one promotional/discount code is permitted per order. 

 

When will my order be dispatched? 

We guarantee that orders placed before 12pm Mon-Fri will be shipped the same day.  If for any reason we cannot meet this guarantee due to volume, staffing, public holidays or other issues, we will place a notification on the website or email you directly.  

We will endeavor to ship orders placed after 12pm Mon-Fri the same day, however this is not always possible.  

All other orders will be shipped the following business day.  

 

When will I receive my order?  

Domestic orders are shipped Express via Australia Post.  If you are located within the Express Post Network, you should receive your order the following business day.  

If you are outside the Express Post Network, it may take up to 3 business days for your order to arrive.  

Please allow plenty of time for your items to be delivered, MYSTIQ is not responsible for shipping delays caused by the postal service.  

To find out if you are in the Express Post Network, click here and select "Express Post Delivery Postcodes" towards the bottom of the page.  

International orders are shipped Standard International with Tracking.  You can check expected delivery times here.   

 

Can you track my order?  

When your item is shipped, you will receive an email a link to track your order online.  Due to the high volume of orders we ship, we ask that you refer to the online tracking before contacting us directly.  

If you are experiencing an unexpected delay or if the tracking is unclear, by all means please contact us by email at orders@mymystiq.com.au 

 

Returns, how do they work?  

Please visit our Returns page to find out more about our returns policy. 

 

What size sticker do I need for my White Label CLEANSE Foaming Lash Wash bottles? 

A 5cm x 5cm square label or 5cm round label with your logo is the ideal size for the bottle.