FAQ

Got a burning question? Chances are you’ll find an answer below, but if you dont you can always contact us.

When will you be restocking sold-out shades?

Join our list to receive announcements about restocks and new products!

Are your products tested on animals?

Absolutely not. Never. No way. 

We love animals and we’re very passionate about our cruelty-free values, so you have our word we’ll never trade in China until their animal testing law has been lifted.

What's the deal with parabens?

Studies have shown that parabens can mimic the activity of the hormone estrogen in the body’s cells - they’re a hormone disruptor (they’ve also been found present in breast tumors) so we believe they’re an unnecessary addition to skincare and cosmetics. There’s lots of information about there so we encourage you to do your own research. 

Are your products vegan?

Most of our products are vegan, but some aren’t if they include beeswax and carmine. Vegan products will be clearly labelled under the ingredients tab on each product page.

Are your products organic? 

Some of our products are organic (they’re clearly labeled under the Ingredients tab on each product page). 

Our Organic range is incredibly popular and is always growing. Join our list to be the first to know when new products are released!

I’m sensitive to certain ingredients. Where can I find your ingredients list?

You (and your sensitive skin!) are in safe hands with Blać. Our ingredients are listed on each product page under ‘ingredients.’ 

How much is shipping?

Domestic/NZ shipping = $5 (NZ Post flat rate - tracked).

Australia = $13 (NZ Post standard - untracked).

International = $20 (NZ Post standard - untracked).

*Customs fees may apply to international orders depending on your country's postal service. Please note, we have no control over these additional fees.

I’ve received my tracking number -  why does it say ‘not found’?

Please allow 24 hours for your tracking number to update once you receive it via email. Public holidays can also impact this timeline.

Do you ship internationally?

Yep, we sure we do! 

Please be aware customs/additional shipping fees may apply, depending on your country's postal service. 

How long will it take to receive my order?

Domestic orders:

• Once your order is fulfilled, shipping takes 3-5 business days.
• We send orders usually on Tuesday and Thursday (unless its a specially busy week)
• You’ll receive an NZ Post or Amarex tracking number by email when your order is fulfilled.
• Please allow additional business days for your order to be fulfilled during new releases and public holidays.

International orders:

• Standard shipping is 6-10 business days - depending on the country and how long it takes to clear through your country's customs. Standard shipping isn't tracked.
• Please allow additional business days for your order to be fulfilled during new releases and public holidays.
• Customs fees may apply depending on your country's postal service. We have no control over these additional fees.

Can you mark my international order as a gift or lower the stated value?

No sorry, we can’t do this - it would be unethical.

Help - I’ve been charged multiple times! What do I do?!

Don’t stress, your order didn't process if you didn’t receive a confirmation email. The pending charges you see will drop off your account in a few business days (depending on your bank). 

Please make sure the billing address attached to your card matches the billing address you enter. And be careful to click the ‘submit’ button only once to prevent multiple charges. Feel free to contact us if you have any questions.

Do you offer a pro discount?

We sure do! If you’re a professional makeup artist please email us with proof of your company and we’ll send you a discount code so you can stock up on all the Blać goodies you need.

I’m a beauty blogger - does Blać offer any makeup sponsorships?

No sorry, we don’t currently offer any product sponsorships

I’m a wholesaler - how can I stock Blać  in my retail store?

We have wonderful stockists all over the world and we’re always open to working with new brands. Please email us and we can send you through some further information.

What’s your returns & exchanges policy?

It depends on the situation:

Change of mind refunds: Please choose carefully, as we don’t offer refunds if you change your mind. You’re welcome to exchange the item for something else, however, if it meets the guidelines below.

General exchanges: If you’d like to exchange an item, and it’s still in it’s brand new/unused state, please email us within 30 days of receiving your order. Remember to include your order # and your full name. You can swap your product for something else entirely (or just choose another colour) by sending your item back to us. You’ll be responsible for arranging to have the item(s) returned to us and for any costs incurred. Returns must be by trackable postal service.

Damaged items: Hopefully this doesn't happen, but if something is faulty please email us within 30 days of receiving your order and we can work out a solution. Please attach a photo of your damaged item in the email, as well as your order # and your full name.

I’ve never bought from you before - how do I know what colour foundation is for me?

Easy - grab yourself a $5 sample pot and give it a go at home!

What happens if my package doesn't arrive?

When you place an order with us, we’ll send you a tracking number so you can track your package.

We do all we can to ensure each & every package arrives safely and on time, but if the package doesn't arrive, you’ll need to contact the courier company directly. 

Once we hand your order over to the courier company it becomes their responsibility, so contacting them directly will be the easiest way to get things sorted!