Frequently Asked Questions (FAQs)

Have a question? We’ve compiled answers to the most common queries below. If you need further assistance, our team is just an email away.

Orders

How do I place an order?

Simply browse our collection, select your preferred products and shades, and click Add to Cart. When you’re ready to purchase, proceed to Checkout, enter your shipping and payment details, and place your order. A confirmation email will be sent to you immediately.

Can I modify or cancel my order after placing it?

We process orders quickly to minimise delivery times. If you need to make a change or cancellation, please contact us within 24 hour of placing your order. Once processing or fulfilment has begun, we may be unable to accommodate changes. Please review your order carefully before confirming.

How do I track my order status?

Sign in to your account and navigate to Order History to view real-time updates. You will also receive automated email notifications at each stage — from order confirmation through to dispatch and delivery.

What should I do if I receive a wrong or damaged item?

We apologise for any inconvenience. Please contact us within 48 hours of receiving your order, providing your order number and clear photographs of the issue. We will arrange a replacement or full refund as a priority.

Shipping & Delivery

What shipping methods do you offer?

  • Standard Shipping — Economical and dependable

Available options and rates are displayed at checkout based on your delivery location.

How long does delivery take?

Orders are processed within 1–3 business days before dispatch. Estimated delivery times:

  • International: depending on destination

How do I track my shipment?

A tracking number will be emailed to you once your order has been dispatched. You can use this to monitor your delivery on the carrier’s website, or find it in your account under Order History.

What happens if my order is delayed or lost?

If your order has not arrived within the estimated timeframe, please check your tracking details first. If the parcel appears lost or significantly delayed, contact our support team and we will liaise with the carrier on your behalf. Should the order be confirmed lost, we will provide a full refund or reshipment at no cost to you.

Returns & Refunds

What is your return policy?

We accept returns within 14 days of delivery for items that are unused, unopened, and in their original packaging. Due to hygiene regulations, we are unable to accept returns on opened makeup, skincare, or personal care products. To initiate a return, please contact our support team with your order number and reason for return.

How long does a refund take?

Once we receive and inspect the returned item, refunds are processed within 5–7 business days to your original payment method. Please allow additional time for your bank or payment provider to reflect the transaction.

Payments

What payment methods are accepted?

  • Credit & Debit Cards (Visa, Mastercard, American Express)
  • PayPal
  • Shop Pay
  • Apple Pay & Google Pay
  • Additional local payment options available at checkout

Is it necessary to create an account to purchase?

No — guest checkout is available. However, registering an account allows you to track orders, save your details for faster future purchases, and access your complete order history.

Products

Are your products cruelty-free?

We are committed to growing our selection of cruelty-free and ethically sourced beauty products. Specific product details are listed on each product page. For further enquiries, please contact our team directly.

How do I select the right shade?

Each product page features detailed shade descriptions and, where available, model swatches to assist your selection. 

Customer Service

How can I contact your team?

  • Email: support@stalwryn.com
  • Contact Form: Available on our Contact Us page

We aim to respond to all enquiries within 1–2 business days.

What are your customer service hours?

  • Monday – Friday: 9:00 AM – 6:00 PM

For urgent matters outside of business hours, please email us and we will respond on the next working day.

Still have questions? Get in touch — we’re always happy to help.