FAQs
Got questions? We’ve got answer...
Placing an Order with Us
To place an order with us log on to biancaandmark.com.au and follow the steps below -
Step 1 - Use the search bar to find the products you wish to purchase.
Step 2 - To add items to your cart, click on 'Add to Cart'.
Step 3 - To review your cart, click on the 'Bag' icon located at the upper right corner of the page.
Step 4 - When you're ready to finalise your order, click on ‘Checkout’ and your order summary will appear for you to review. Once reviewed, click on ‘Check out Now’.
Step 5 - Fill in your preferred Shipping Address, Shipping Method, and Payment Option then click on ‘Continue to Payment’ to proceed with your payment.
You will receive a confirmation email shortly after you have successfully placed your order.
Amend or Cancel My Order
We make no guarantees that we are able to cancel, amend, or make any changes to your order once it has been placed.
If you wish to cancel your order or make any further changes like address changes, shipping method upgrades, or change in quantities for your order, please contact us as soon as possible via our email address: hello@biancaandmark.com.au.
Our business hours are Monday to Friday, 10am to 4pm. For any inquires, please email us at hello@biancaandmark.com.au. If you contact us outside of these times, we will respond to you as soon as possible.
Once your order has been sent to our warehouse for processing, it is very difficult to action these requests; however, we will try our best to do this for you.
If your parcel is processed in the warehouse and we are unable to cancel your order for you, returning your parcel back to our warehouse will be at your expense.
Please refer to our returns policy here.
We are not liable for replacements or refunds for parcels that are delivered to incorrect addresses provided. We always recommend reviewing your cart and shipping details before you check out!
Order Placed Confirmation
Once your order has gone through and has been successfully placed with us, you will receive an email confirmation with your order number and details.
If you are at the checkout/payment section and you are unsure if your order has been completed, please check your spam/junk email folder for an email order confirmation, as well as your bank account to see if any funds have been deducted from your account.
If you already have an account with us, please log into your account and you will be able to view your past orders. You can check in this section to see if your order has gone through.
Failed Payment
If you are trying to place your order and your payment method has failed, we would recommend using a different payment method to complete your order.
Otherwise, feel free to contact our customer service team via email - hello@biancaandmark.com.au so we can help resolve this for you.
Issues Ordering Multiple of the Same Item
Our website will not allow you to purchase multiples of the same item if we do not have the stock on hand.
If you require multiple items, please contact us and we can make special arrangements to get the desired quantity in from our supplier.
Out of Stock Item, What Should I Do?
We receive stock daily from our suppliers, so anything out of stock will be replenished within a few days.
If the item is showing as ‘Add to Cart,’ you will be able to add this item to your cart.
However, depending on stock levels, if you are after multiples of the same item, you will only be able to add the amount that we currently have in stock.
If a product you are after is showing as 'Sold Out' on our site, please get in contact with us for further updates. Please feel free to email our friendly customer service team at hello@biancaandmark.com.au.
Are Your Products Genuine?
We are an Australian company based in Melbourne and all of the products that are sold on our website are 100% genuine.
We do not sell any fake or copy products as we can guarantee the authenticity of all products we sell, as these are backed up by genuine Australian Warranties.
Return Policy Information
We gladly accept returns on products that you have purchased from us, as long as it is within 120 days and the item has not been used. However, we do not offer exchanges on any of our products.
We accept returns for the following reasons:
- Change of Mind Return - Any return postage costs need to be covered by the customer. Once the parcel is received, you will be offered the option of a full store credit or refund for the returned item if it meets the criteria stated above.
- Faulty/Damaged Product
- Skin Reactions/Allergy Issues
- Incorrect Item received
- Faulty Hair and Electrical Appliances
For returns for Faulty/Damaged Product, Skin Reactions/Allergy Issues, Incorrect Item received, Faulty Hair and Electrical Appliances, please contact our friendly customer service team directly so we can give you the most appropriate returns information.
Goods on which a change of mind return is not available:
- Sexual Wellness range
- Menstrual Products
- Consumable Products
For health and safety reasons, we can only accept returns of faulty or incorrectly shipped items on the above items.
Before returning your item, please fill out the returns form here and our Customer Service Team will be in contact with you shortly. Alternatively, please contact our customer service team via our email hello@biancaandmark.com.au.
For more information regarding returns, please click here.
All products are genuine and come with the manufacturer’s warranty.
Hair Appliances and Electrical Item Returns
For all Hair Appliance and Electrical item returns, it is recommended to go through the manufacturer directly for faster support.
Before returning a Hair Appliance or Electrical item, please speak to our customer service team via our email at hello@biancaandmark.com.au so we can help direct you to the brand's supplier.
Faulty or Leaking/Damaged Product
If you have received a faulty or leaking/damaged product, please contact our Customer Service team within 7 days with photos of the issue, your order number, and a detailed description so we can sort this out as soon as possible for you.
Please note: Do not dispose of this item until you have contacted our Customer Service team and have received a response, or you will not be eligible for a refund or replacement.
Please understand, for any faulty goods we need to contact our suppliers and follow a specific procedure, so please bear with us while we investigate. We will have an answer for you as soon as possible.
Faulty Pump
Step 1 - With one hand, firmly grasp the ribbed section of the pump and the lower half of the smooth section together.
Step 2 - With the other hand, grab the nozzle and turn in the direction of the arrow shown on the top of the pump. (The pump will begin to rise and separate)
Step 3 - Pump the nozzle a few times for the product to make its way up the pump.
When Will My Return Be Processed?
We will be in contact with you via email as soon as your returned parcel is received back at our warehouse.
This can take up to 7 business days for metro areas and even longer for regional and/or remote areas.
Once your parcel is received at our warehouse, it will be processed within 24hrs of being delivered to us.
My Parcel is Lost in Transit
If you think your parcel may be lost in transit, please follow the steps listed below to find the latest update on your parcel's status -
To find your tracking number, you can look this up via our tracking page, where you will be able to enter your details and view the status of your order and tracking details - click here, or you can click on the email tracking link sent to you when your order was dispatched or copy and paste your tracking number into the correct postal service being used to deliver your parcel.
Make sure the tracking number and address details are correct.
Once your tracking number has been searched in the system, the latest updates will show for your parcel.
Please check here to see if your parcel has been updated to ‘delivered’ or if it is saying ‘awaiting collection from your LPO’.
If your parcel is still showing as ‘processing’ or ‘delayed’ or has not had any further updates for 5 or more business days, or is past the ETA date for delivery, please contact our customer service team via our email address hello@biancaandmark.com.au, so we can launch an investigation into this with the postage service.
Not Home to Receive Your Parcel?
All of our parcels are sent with safe drop enabled, which means if you are not home to receive your delivery, your parcel will be left at your premises in a safe place.
Please note that this is up to the discretion of the courier driver, and if they do not deem a location ‘safe’ to leave a parcel, your parcel will be taken to your local post office for you to collect.
If you know you will not be home to receive your parcel, we do have alternate options when you place your order such as Parcel Collect/Australia Post Collection locations, etc.
You can also manage your delivery via the MyPost app if your parcel has been dispatched with Australia Post: MyPost app Australia Post Tracking App
Where Is My Order?
Once your order is dispatched, you will receive a shipping notification email. This email will contain a tracking number and link to follow the delivery of your parcel.
Click here to be able to view the whereabouts of your parcel with live tracking updates. All you will need is your order email and order number. This link is the best place to view your parcel's location.
You can also look into your tracking through the links provided below to see your updates with each new scan and an estimated delivery date.
If your parcel has been dispatched with Australia Post, click here to see further tracking notifications by entering your personal tracking number.
Having an issue with this? Please contact our team and we will resolve it! Feel free to email us at hello@biancaandmark.com.au.
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If you need any assistance, please feel free to contact us via email address at hello@biancaandmark.com.au so we can assist you with this.