FAQ's

Got questions? We've got the answers!

Here are the answers to some questions commonly asked about Ihana products and just other stuff in general that you might want to know the answer to. If you don't find the information you are looking for please send us your question via the contact us page.

 

ordering

how to order
Ordering on Ihana.com.au is a very simple process, and you can order on our site any time, 24 hours a day, 7 days a week.
placing an order
To order, simply select an item and add it to your cart, the cart will then prompt you with online instructions that will guide you to a successful transaction.
If you encounter any problems whilst placing your order, please contact us anytime on email, and a team member will contact you almost immediately with assistance. If you require assistance outside our working hours, a team member will get back to you within the next available operating hours.
viewing & tracking orders 
All orders are dispatched from our warehouse facility that is based in Victoria Keysborough. We use Australia Post or E-go.com.au courier services to deliver your order.
Once your order is dispatched you'll receive an email from ihana.com.au containing your tracking number and the assigned courier who will deliver your order. If you don't receive this email and would like to obtain your tracking number, please login to your account and view your Order Details or contact us and we can provide you with the details.
Once you have your tracking number you can track your parcel by clicking on the assigned courier;
Please allow 12 hours for your parcel to register in the shippers system before attempting to track your parcel. For all international orders please allow 24 hours before attempting to track your parcel.
changing or cancelling your order

If at any time you would like add or remove an item from your order, or if you would like to cancel your order, please can  using our contact us page, don't forget to add a detailed note in the comment box so we can make the necessary changes.
When using our contact form please ensure you quote your order reference number listed in your order confirmation email for a speeder process.
shipping
shipping & delivery
Ihana® uses Australia Post or E-go.com.au to offer you an affordable and fast delivery service, we deliver to all areas throughout  Australia and worldwide.
standard delivery
For orders over $99AUD, it's free. Free, free, free! Everywhere in the world. It's free. Orders are processed and dispatched within 48 hours of cleared payment.
For orders under $99AUD, it's free within Australia, and only $9.95 for the rest of the world, wherever you are!
For express orders, this is calulated at checkout, and is very fair and reasonable.
delivery time estimates (non-express)
Australia
Standard Delivery Within Melbourne Metropolitan Area 1-3 Days

Delivery To Victorian Country Locations - 2-4 Days 

Delivery times will vary to other states, and varies from 2-7 days.
*Some locations, including outer region areas, delivery may take 3-10 days depending on your location.
International
Normally within 7-14 days.
po box delivery
Whilst we prefer to deliver to a physical address, we do deliver to PO Boxes. Simply enter your PO Box address at checkout and your order will be sent using Australia Post Services.
authority to leave 
When placing your order it is recommended that you choose a suitable shipping address, and offer clear instructions of where to leave your parcel. Our couriers' may require a signature upon delivery of your parcels unless "Authority to Leave" and clear instructions are made in the "Comment" sections at the Checkout page in your order. Deliveries can be made to a business address if you like, but please include the company name at the beginning of the address. 
Alternatively, you may also send to an address that someone will be at, for the whole day, as our courier companies deliver during business hours only. Any attempted delivery with no-one to sign, without "Authority to Leave" selected on your order, will result in an attempted delivery card being left at the address. The courier delivery card will ask for you to contact the courier, to either organise a new delivery or a pick up from their depot or at nearest courier depot. 
If the courier deems the location as an unsafe area to leave the parcel, the courier may leave an attempted delivery card and return the parcel to their depot. If "Authority to Leave" is selected, and the parcel is left by the courier, we (Ihana), hold no responsibility if the parcel then goes missing from the shipping address. Selection of "Authority to Leave" is deemed by our couriers as a signature from the recipient.
International customs duties & taxes
For deliveries outside of Australia, the prices within the online store DO NOT include any overseas duties and other custom charges that may be incurred. Customs duties or international tariffs, may be payable on receipt at the delivery address for some international orders. These fees will be the responsibility of the customer to pay, and ihana.com.au does not collect any of these charges or fees.
common reasons for late shipments
  • Incorrect address has been entered in the shipping details when placing the order.

  • The address had no-one to sign for the parcel, and "Authority to Leave" was not advised when placing the order.

  • Incorrect credit card information was entered against the order. Please double check all details at the time of order as your order will only be ship if payment has been successful.

  • Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination, or the country the order was placed from is one which has frequent fraudulent orders placed, and we may have to verify it in various ways before shipment. Sometimes we will require personal detail verification before dispatching orders to protect the card holder, and this may delay shipping.

  • Public and National holidays might delay shipment at times. We have no control over these matters and endeavor to ensure it doesn't affect getting your order to you on time.

  • If your order will be delayed for any reason we are aware of, we may contact you directly via phone or email to advise of the delay\
why go vegan?
We love animals, and we know you do too. We try to cater for everyone, including makeup artists, most of who prefer animal hair brushes. 
We're out to prove that Vegan brushes are just as good, if not better, than using hair from animals. In the meantime, the only animal hair we use is from live goats, who our suppliers tell us are treated very well. The hair we use is only from the very ends, which is the best part for brushes, and is the most ethical way to collect hair. 
We are often asked if we will supply squirrel hair. We won't. Ever. We doubt a squirrel will just sit there and let you give it a hair cut willingly. It would have to be trapped and kept in a miserable environment, or worse yet, killed. We are fussy who we deal with, and we do as much as we can to make the most ethical decisions possible, to meet the demand of professionals as well as those who want a professional finish.
We hope that you love our Vegan range, and support us by purchasing our Vegan brushes. This means that eventually, it is all we will have to make, and that's a great end goal!
what's our return policy?
Ok, let's keep it simple. for hygiene reasons, you cannot return your brushes after you have had them for 30 days. It should be 14 days, as we know you're going to try them out, have fun with them and know whether you love them or not by then (which, of course you will!). But, we're all about ethics and stuff, so we're giving you 30 whole days. 
If your brush is faulty, however,  you get 12 months warranty. Simply return it and if we agree that it is, indeed, faulty, then we'll replace it.
an item's out of stock, and i want it now!
Sorry, if it's out of stock, we might not be getting it back in, or if we do, it might take some time. We source our products ethically, and as there is not too many companies doing the same, we have to wait until the right opportunity arises for us to get the best brushes in an ethical manner. So grab your fave set now, before it's too late!