FREQUENTLY ASKED QUESTIONS

 


GENERAL:

- CAN I GET A CUSTOM DESIGNED BOOKMARK / POSTER / SOAP / LIP BALM / PERFUME / BODY LOTION?

Unfortunately, I am not currently accepting custom designed bookmarks, posters, soaps, lip balms, perfume or body lotion. When I start accepting custom orders, I will post about this on my Instagram page.

- CAN I REQUEST A BOOK / SERIES / CHARACTERS FOR YOU TO MAKE SOAPS / LIP BALMS / BOOKMARKS / POSTERS / PERFUME / BODY LOTION FOR?

I am not taking official requests for books / series / characters. However, I do sometimes ask for opinions and ideas on my Instagram page. Please do not email me requests for books / series / characters.

- DO YOU DO PRODUCTS FOR [ ] SERIES?

The best way to check to see if I make any products for a certain book or series is to search for that book or series in the search bar. You can find the search bar at the bottom of every site page in the black bar.

Please do NOT email me asking if I do products for certain books or series. These questions will not be answered as all of my products are listed on this website and are searchable through the search button.

- ARE YOU ACCEPTING SUBSCRIPTION BOX ORDERS / ENQUIRIES?

YES! I am always open to working with subscription boxes to create either a custom design / scent or with one of my current products. If you have any enquiries about this, please email me at: behindthepagesstore@gmail.com or email me via the contact form at the bottom of this page.

- CAN I BE A REPRESENTATIVE FOR YOUR PRODUCTS?

I host rep searches every April and October on my Instagram page. If you would like to be a part of my rep team, follow my on Instagram for regular updates and to find out how to enter! All terms, conditions and requirements will be stated on each initial rep search post. Note. I do not take on reps after my rep searches have been conducted or via request. Please keep an eye on my Instagram for all rep search updates.

- WHAT PAYMENT METHODS DO YOU ACCEPT?

We can accept all major credit cards, debit cards, and PayPal. Prices are all in AUD, but once you checkout it will then be converted from your selected payment method.

- HOW LONG DOES IT TAKE FOR YOU TO REPLY TO EMAIL / INSTAGRAM MESSAGES?

I get an abundance of messages every day, and some replies need more detail and are more complex than others, which means that some emails will take longer to reply to than others.

I prefer messages via email, which you can send via the contact form at the bottom of this page or on the Contact Us page.

All messages are usually responded to over the weekends. If your email has not been responded to, please be patient. I am only one person and only have so much time to answer emails as well as pack and make all items in my store.

If there are shipping delays, there will be delays with answering emails. Please see "How long does it take for orders to be shipped" under the Shipping category for what to do if there are shipping delays.

Please do not message me via DM on my Instagram page. My messages get eaten daily, so it is not reliable and you will not be guaranteed a response.

If your message has not been responded to, please ensure that your email is not already answered in this FAQ section. If it has been, then it may be likely that your email will not be responded to. Unfortunately, getting so many messages per day and having to do everything by myself, does not allow me the time to respond to every person when the answer is already in the FAQ.

- I've already placed an order and want to add to it, but I don't want to pay for two lots of shipping?

If you have already placed an order and it hasn't left yet, but now you've decided you want to order more, you can add to your order and get refunded for your shipping!

At the checkout, there is a field that you can enter in the order number you would like to combine with. Once you've placed your additional order and have entered in your original order number, I will manually go through your order and calculate how much the freight will be for both orders combined. In most cases, there will be no change in shipping, so you will be refunded the shipping that you've paid on one order. However, sometimes, if you order a lot of additional products or heavy items, your shipping price can change. Your new shipping cost will be calculated and you will then be reimbursed for the difference. Please be aware that in some cases, the total shipping for both orders may be the correct shipping price and no refund will be processed.

Refunds will be processed as I organize and sort through orders. Refunds are not be automatic and cannot be guaranteed to be done on the same day that you've placed the order. Please be patient, if you are eligible to get a refund, it will be given before your order gets sent out. You will receive an email to say exactly what amount has been refunded into your account.

Please be aware that I can only combine orders if your shipping address matches on both orders.

- I accidentally placed an order / I want to cancel my order, what's your cancellation policy?

I accept cancellation requests as long as I haven't started packing your order yet and a valid reason is given.

Because you need to manually go through the checkout and shopping cart, it's hard to accidentally place an order after entering in all of your details.

Refunds will be sent back through to the payment method you used to pay for your order (i.e. PayPal, Visa, MasterCard etc). I cannot send a refund to a different account.

If you wish to cancel your order, please email me at behindthepagesstore@gmail.com or use the contact form below. Please also ensure that you include your order number in your cancellation request so that I can easily find your order.

- I saw your item in a book subscription box and I want more! Can I purchase it as a custom or will you be selling this scent/design in the future?

Unfortunately, if you see a scent or design in a subscription box that I do not have in my store already, most likely means that this is a custom and exclusive product for that subscription box, and I will not be bringing it into the store.

Also, because this scent/design is exclusive to a certain subscription box, I do not accept custom orders for this scent or product.

In few cases, some scents/designs may be released in my store in the future, but that depends on if I already have the scent/design figured out already before using it for a subscription box and I have agreed with the subscription box that it is not an exclusive scent/design to them. These could be released a few weeks or months after the subscription box sends them out. There is no certain time frame.

In rare cases, there may be VIP sales where you will need to purchase from my store and the subscription box under certain terms and conditions to have access to a limited VIP sale of the product/s sold in their box. This is not a regular occurrence, so please don't hold out hope for this option to become available. This only really happens if the product is extremely popular.


PRODUCTS:

- Are your lip balms edible? Is it ok to lick it off my lips? I licked it off and it tastes horrible

My lip balms are not edible. Please do not lick the balm off your lips once you've put it on. Lip Balms are designed to soothe sore, cracked or dry lips, as well as be a regular product for general lip care.

If you accidentally unconciously lick the balm off your lips or got it in your mouth, it will not be harmful to your body as it is not a frequent occurence or a big amount. This does not mean that you should conviously lick or eat these lip balms. They are not edible.

If you unconciously licked the balm off your lips or got it in your mouth it will taste horrible. The reason being is because my lip balms are made with all natural ingredients so they are not meant to taste good, but solely act as a balm for your lips. Store brought comemercial lip balms are made using chemicals and tonnes of nasty stuff to make it taste good. I cannot add anything to my lip balms to make them taste good without adding adding chemicals etc to them, and I will not under any circumstances do that. These are 100% handmade lip balms with all natural ingredients and that will not change because they do not taste good.

- What does "foil design" mean?

Foil is a 3D raised design on the back of selected bookmarks. These raised designs are super shiny from metallic foil and highlight key features on the back of the bookmark. Foil designs are only on the back side of the bookmark and are only on selected designs.

- ARE YOUR PRODUCTS VEGAN?

No, our soaps are made with Goats Milk and our lip balms with Beeswax. We do not have a vegan alternative.

The only products that I have available that are Vegan, are the Perfume and Body Lotion.

All of my products are not tested on animals, and are still cruelty free even though they are not vegan. Our animal products do not harm the animals in any way, nor do the animals need to be killed to obtain the product I use. I go to great lengths to ensure that the animal products I use are cruelty free and do not harm the animal in any way.

- I HAVE SENSITIVE SKIN, CAN I USE YOUR PRODUCTS?

YES! Our Goats Milk Soap is perfect for sensitive skin and won't leave your skin irritated or leave any rashes behind after you've used it. In selected soaps, we have also used additional products that are also great for your skin. Below is a list of the skin benefits in each of the products we include in our soap:

  • Goats Milk - Goat's milk reduces skin inflammation due to its fat molecule content. The cream present in goat's milk is a moisturizer, soothing dry and damaged skin, possessing an anti-inflammatory effect. Goat's milk is packed full of essential nutrients and vitamins like vitamin D, C, B1, B6, B12, and E, that feed the skin and are absorbed into the body.
  • Shea Butter - Shea Butter is high in natural phytosterols making it beneficial as an anti-inflammatory. It is also well known to assist dryness, dermatitis, eczema and burns. Used in all soap and lip balm products
  • Activated Coconut Charcoal - Our activated charcoal is made from burning coconut components to make effective use of a wasted resource. Charcoal is used in nature as a detoxifier to cleanse the system of toxins as well as being a natural odour absorber. Used in selected soap products
  • Australian Olive Green Clay - The strongest of all clays and is best for detoxification and acne prone and oily skin. The minerals in the clay help to rebalance oil flow, strengthen skin and act as an aid for repairing scars. Used in selected soap products
  • Australian White Clay - The gentlest of all clays and is best for sensitive and dry skin. The minerals in the clay are calming and doesn't over dry the skin. Also known to remove dead skin cells, has disinfectant properties to help heal existing blemishes and prevent new ones, and also stimulates circulation which improves healing and provides nourishment for the skin. Used in selected soap products

All of my products are particularly created and suitable for sensitive skin. All ingredients are of the highest quality and are listed on each product listing.

- I HAVE ALLERGIES, CAN I USE YOUR PRODUCTS?

Our products are free of common products you'll find in handmade lip balms, soaps, perfume and body lotion, like Sweet Almond Oil and Avocado Oil, which means that our products are perfect for anyone who has any nut allergy or avocado allergy. Please be aware. Our products do contain Shea Butter, which is made from the Shea Nut kernel, and Coconut Oil. These are still considered nut products, but most nut allergies do not include having an intolerance to Shea Butter and Coconut Oil (we use maximum 1% of these products in our soap and lip balm, however the perfume contains a higher percentage of Coconut Oil). Please test these products first before using the product all over your skin.

Also, our Khalid and Shazi Lip Scrubs and Soaps and Lip Scrubs both have Crushed Walnut Shells. Please check that you can use this product if you have nut. allergies.

- OH NO! A PRODUCT THAT I WANT TO BUY IS OUT OF STOCK, WHEN WILL YOU BE RE-STOCKING?

I re-stock products at every free chance I get. If I have a lot of orders that need sending out, I will prioritize those first before re-stocking products.

If you would like to be notified once products come back in stock, sign up here for back in stock notifications.

I have started to implement a new system where the store is open for one entire week, then closed for the next week. This is to help reduce wait times for orders and to help prevent shipping delays.

Sign up to my newsletter (located at the bottom of every page in the black bar), or view my Instagram profile to find out the date I re-open that week.

I open and close the store at the same time every week, as to avoid any confusion. My store opens and closes on alternating weeks on Sunday at Midnight (AEST).


SHIPPING & POSTAGE:

- DO YOU SHIP INTERNATIONALLY?

YES! We are based in Sydney, Australia and can ship to all international countries. Postage costs depend on your country and the total weight of your order. Please see below question "How long do orders take to arrive internationally?" to find out the estimated time for your order to arrive.

There is no restriction for any country.

Please do not email asking if I ship to your country, there is no resitriction on any country and your email will not be responded to.

- CAN YOU SEND TO PO BOXES / PARCEL LOCKERS?

PO Boxes are accepted for INTERNATIONAL ORDERS ONLY.

If you live in: Oman, Qatar, Saudi Arabia or UAE, you must provide a PO Box address.

If you have ordered bookmarks / A4 Posters / Lip Balms and you are in Australia, you can get your order sent to your PO box or Parcel Locker.

Australian orders - PO Boxes and Parcel Lockers are not to be used if you have ordered A3 Posters or Soaps. The courier will not be allowed to deliver to a PO Box or Parcel Locker

- HOW MUCH DOES POSTAGE COST?

Postage costs vary depending on country and the total weight of your order. You can see the total postage amount when you go into your shopping cart at the checkout. You will need to add your country into the address field before it will calculate the postage cost for your order.

Postage costs start at $4AUD for International orders and $2AUD for Australian Orders.

- HOW LONG DOES IT TAKE FOR ORDERS TO BE SHIPPED?

We send International parcel orders out typically every Monday and Wednesday. If you place your order on either Monday or Wednesday, this does not mean that your order will get dispatched the same day.

Orders will take up to 2 weeks to get dispatched from the date of your order. If your order has not been shipped after 2 weeks, please check first on my Instagram account, where you will find on my bio if orders are currently delayed. If YES, please scroll through my first three posts to see if there are any updates, or view my story. All other orders are dispatched Tuesdays and Thursdays.

Note. Orders may take longer to dispatch during busy times, such as Christmas and national holidays.

Just a reminder, all products are handmade which means that it does take longer to send out. I am only one person, so making all products by myself does take a lot of time.

- WHAT POSTAL SERVICE DO YOU SEND WITH?

We use three different couriers when dispatching orders, DHL International, Australia Post and Fastway/Couriers Please. DHL International is used for all international orders where the postage charge calculated at the checkout is above $4 AUD. Australia Post is used for all international and domestic letter sized parcels, which include Bookmarks, Lip Balms and A4 Posters. Fastway is used for all domestic orders that include soaps and larger items that do not fit in your mail slot (such as A3 posters)

All orders sent with DHL International and Fastway will include tracking.

If your order was sent with DHL, if you check your tracking and see that it has arrived to your country but can't see where it has updated further, please search your tracking number on your national post office website. This will ensure that you get the most up to date tracking, as once your order is in your country, it takes a few days for DHL to receive the updates your national post office already has.

All orders sent with Australia Post will not include tracking.

- DO I GET A TRACKING NUMBER FOR MY ORDER?

All orders with a shipping charge of ABOVE $4AUD will be sent with DHL International or Fastway/Couriers Please, which include tracking numbers. You will receive an email from the courier with your tracking number. If your tracking number doesn't work straight away, please allow a few days for it to be available.

If your order has a shipping charge of $4AUD or below, this means that it's sent with Australia Post, which is our standard national letter service here in Australia. These orders are sent as letters, so there is no tracking available. These orders may sometimes take a little longer to get to you.

If your order was sent with DHL, if you check your tracking and see that it has arrived to your country but can't see where it has updated further, please search your tracking number on your national post office website. This will ensure that you get the most up to date tracking, as once your order is in your country, it takes a few days for DHL to receive the updates your national post office already has.

- HOW LONG DO ORDERS TAKE TO ARRIVE INTERNATIONALLY?

Once your order has been dispatched and you have received your dispatch notice in your email, orders will take between 2 - 4 weeks to arrive internationally. You will get an email with your tracking number which will be available to use a few days after your order has been dispatched.

Sometimes orders are held at your countries customs depot for unknown reasons. I have no control over this, the latest your order will arrive to you is up to 7 weeks. If you have not received your order after 7 weeks, please use the below contact form.

Please wait the full 7 weeks before contacting us about your order.

Unfortunately, we cannot do anything until it is certain that your order has been lost in transit.

Due to the ongoing delays with Canada Post, most orders will take the full 7 weeks to arrive, and sometimes letters (orders that were charged $4 postage) is known to sometimes take up to 2 months to arrive. I highly recommend for Canadian customers to wait and place an order large enough for the shipping to go above $4. Shipping charges on orders above $4 will be sent with tracking via DHL International and will take a standard 2 - 3 weeks to arrive.

All orders sent with DHL International and Fastway will include tracking and you will receive a tracking notification when your order has left their depot. Please allow a few days days for tracking to become available. If you cannot track your order, please contact me and I will track it for you.

If your order was sent with DHL, if you check your tracking and see that it has arrived to your country but can't see where it has updated further, please search your tracking number on your national post office website. This will ensure that you get the most up to date tracking, as once your order is in your country, it takes a few days for DHL to receive the updates your national post office already has.

All orders sent with Australia Post will not include tracking. If you would like a quote for tracked postage with Australia Post for bookmarks, Lip Balms and A4 Posters, please email me at: behindthepagesstore@gmail.com


ORDER HELP / WHAT DO I DO WHEN...:

- I ENTERED THE WRONG ADDRESS! CAN I CHANGE IT AFTER MY ORDER HAS BEEN PLACED?

If this happens, please email: behindthepagesstore@gmail.com ASAP so that we can swap over the delivery address. Once you have received your dispatch notification, we cannot change your delivery address.

- MY ORDER ARRIVED DAMAGED, WHAT DO I DO?

If your order has been damaged in transit, please take photos of the damages and email us at: behindthepagesstore@gmail.com

We will review the photos and email you back with your options. Damaged items are dealt with on a case by case basis and refunds will not be given without viewing photos of the damages. If you have a preferred solution, please let us know in your email and we will see what we can do.

- I GOT MY ORDER BUT PRODUCTS ARE MISSING OR I'VE GOTTEN A PRODUCT I DIDN'T ORDER, WHAT DO I DO?

If your order has any product missing or you've received a product that you didn't order, please take photos of everything that you have received and email us at: behindthepagesstore@gmail.com

Please quote your order number when emailing us and don't forget to attach the photos of the products you received. Missing or incorrect items are dealt with on a case by case basis, and will need to be assessed with photos of the goods. If you have a preferred solution, please let us know in your email and we will see what we can do.


Didn't find your question?

Please use this form ONLY if your question was not answered in the above FAQ
Note. If your question has already been answered in the FAQ, I cannot guarantee that your email will be answered. I get a lot of emails, and most of the time I do not have the time to reply back with an answer to a question that is already in my FAQ.
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Please read our Frequently Asked Questions to see if your question has already been answered. Note. If your question has already been answered in the FAQ, I cannot guarantee that your email will be answered. I get a lot of emails, and most of the time I do not have the time to reply back with an answer to a question that is already in my FAQ.