FAQs
How Long Will Delivery Take?
Once your shipping confirmation is received and your order has been dispatched, depending on your chosen delivery method the following timeframes apply:
Standard Shipping – 4-7 business days (7-14 business days in most areas currently)
Express Shipping – 1-3 business days (3-6 business days in most areas currently)
*Please note due to the implications of Covid-19, delivery organisations have offered their best estimates of current delivery schedules; nevertheless, you may still receive your product within the expected time frame.
How Do I Check Where My Order Currently Is?
All orders are prepared in Australia and sent out by our team generally in less than 24 hours. It is important to understand that orders may take 1-4 business days to dispatch during periods of significant sale volume. Please refer to the information provided above (How Long Will Delivery Take) to gain a better understanding of shipping timeframes. If you still require our team’s assistance, please contact our Levana Skin team at contact@levanaskin.com. We are so excited for you to receive your products!
My Order Hasn’t Arrived
We are extremely sorry that your order has not been received yet. First, we urge you to take note of the current projected arrival times listed above. If you still haven't received your product by the end of these dates, please reach out to the shipping company directly. If further assistance is required by our team, please notify us of your concerns at contact@levanaskin.com.
My Order Says It Has Been Delivered, However I Haven’t Received It.
Unfortunately, we are not provided with any extra information and receive the same as you do. Occasionally the postal service is only able to send specific details to the individual whose name is on the parcel. Due to this, we recommend that you get in touch with the delivery company or the regional postal agency in your area in order to find out more information on a delivered item.
Does Levana Skin Only Ship to Australia?
Currently, Levana Skin only ships domestically to Australia. However, we are working on expanding internationally overtime as we cannot wait to connect with you lovely people around the globe.
How Many Masks are In a Set?
Each given set will consist of 5 pairs of eye masks.
The Item I Want Is Out of Stock, What Options Do I Have?
We're sorry to hear that the specific item is currently out of stock. The good news is that we have a team working hard to restock popular items as soon as they sell out, usually within a few weeks. To be notified when the item you're looking for is back in stock, subscribe to our newsletter.
I Accidentally Made a Mistake on My Order, Can I Change It?
Submitted the incorrect address by error? Or did you order the wrong size? Since we pack orders at an extremely fast pace (to ensure that your favourite mask arrives as soon as possible), after an order is placed, we are unable to make changes to the details. However, email us at contact@levanaskin.com or DM us on social media and we are sure we can work something out. We'll do everything we can to help.
Return and Exchange Policy
All unwanted purchases from Levana Skin are eligible to be returned within 30 days from the confirmed purchase. Please understand that returns and exchanges will only be accepted if the product has not been opened, used and is in the same condition that could be resold.
Products that are returned will be refunded, however please understand that shipping costs are not. The original method of payment will receive the refund, and it cannot be changed. Levana Skin will not refund or pay for any shipping expenses.
All returned products should be sent to the following Address:
148 The Ponds Boulevard, The Ponds NSW, Australia 2769
Please make sure all order details and the confirmation number is specified. If the order is set for an exchange, please inform our team at contact@levanaskin.com so we can arrange a re-postage.
If I Email the Team, How Long Will It Take Until I Get a Response?
Our team is always working hard to ensure we respond to our emails as soon as possible! We ensure to respond back to any enquiry within a 24-hour time-frame, however during demanding sale periods we are usually in extreme request which may result in slower response from the team. Nevertheless, at Levana Skin we will usually respond to your enquiry within 48 hours.