GENERAL FAQ 
(Scroll down for Cosmetics FAQ)

Are Merch Mother products sold at any other retailers?
Not at this point.

How often do you restock?
We aim to restock every week, but restock dates vary depending on printing and product availability.

How can I find out about restocks?
Restock information will always be posted on our social media @merchmother, and merchmother.com

How many items can I buy in one purchase?
As many as you like!

I placed an order. When will my package arrive?
Once an order is placed, it will be shipped between within 7 days from our warehouse. You'll receive updates via email along the way to let you know the progress of your order.

Some of my items are pre-order and some are in stock, when will I receive my order?
Your order will be held until the pre-order items arrive for shipment. We recommend placing separate orders if you wish to receive your in stock items sooner.

What method is used for shipping?
Most packages are sent via Australia Post, both domestic and international. For destinations that Australia Post can't reach, we'll send via courier.

How can I get in touch with your customer service team?
For customer service inquiries only, please E-mail shop@merchmother.com

I emailed your customer service team. When should I expect a response?
We aim to respond to all E-mails within 24/48 hours. Please note that this timeframe may be extended during and immediately after new collection launches.

Do you offer returns?
We do not accept returns, exchanges or refunds for change of mind. Please note, Merch Mother reserves the right to refuse all returns, only unworn, unwashed returns in their original packaging will be accepted.

In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package. Customer must provide photos of the issue, including packing slip. To discuss any problems you have with a delivered order, you can reach us on shop@merchmother.com

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. Please don't ship anything back to us until we have confirmed that we will accept the returned item.

I have not received my order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at shop@merchmother.com with your inquiry.

Do I need to set up an account to place an order?
No, but by setting up an account, you become a Merch Mother VIP member and have access to order and shipping information. You will also be added to our email list for exclusive updates in the future.

Do you ever do giveaways?
Yes, we run official giveaways from time to time on merchmother.com and our socials @merchmother.

Can I change my order once I've placed it?
No, once you place an order it is final.

I've forgotten my password. What should I do?
To reset your password, go to http://merchmother.com/account/login and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: http://merchmother.com/account/login

Do you offer discounts and promotion?
Yes from time to time we offer discounts and promotions. Sign up for our email right here to receive news on special offers.

COSMETICS FAQ 

Are Trixie Cosmetics and KimChi Chic Beauty products vegan?
Products that are vegan are specifically labelled as such in the product description page.

Are Trixie Cosmetics and KimChi Chic Beauty products cruelty free?
All Trixie Cosmetics and KimChi Chic Beauty products are proudly cruelty free

Are the Trixie Cosmetics glitters bio-degradeable?
The short answer is no, however this question has brought to our attention the issue of microplastics and after doing some research we've learned some things:

The majority of microplastic pollution is caused by large quantities of larger plastics that are broken down by radiation and salt water. To combat our contribution to this issue, we’re focusing on minimizing our use of plastics within the lifecycle of our products including packaging and shipping materials-the largest source of plastic waste. We encourage our customers to recycle all packaging material (the hard plastic components of the lipstick tube and glitter containers are also recyclable-just check to see if your city accepts hard plastics as recyclable) as well as responsibly removing glitter without the use of water (we recommend using tape!).

Are the Trixie Cosmetics glitters edible?
Absolutely not, Linda.

Is there an adhesive element or is the glitter loose?
Our Sprinkles and Sparkles are loose glitter. They pair well with your favorite lash adhesive (Trixie likes lash glue mixed with water). Choose your own adventure!

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