Let us know as soon as you spot it, so we can sort it quickly. Email support@xalibeauty.com with your order number, a quick description of what happened, and a couple of photos. From there, we'll organise a replacement as soon as possible for you.

No, it's exclusive to our Lash & Brow Serum. If you've used it consistently for the full 60 days and aren't seeing results, you have a 14-day window (days 60 - 74) to lodge your claim.

Sale items are final sale and aren't eligible for return or exchange.

We want you to feel good about every purchase. Change-of-mind returns are accepted within 30 days (unopened, unused), faulty or incorrect items are replaced quickly, and our Lash & Brow Serum comes with a 60 Day Money Back Guarantee. Sale items are final sale and can't be returned.

We hope you love it as much as we do but if you don't, that's okay too. If you're not completely satisfied, you can return unopened, unused items within 30 days of purchase.

Just email support@xalibeauty.com with your order number, and we'll send through the details. You'll need to post it back to us using a tracked, insured service (return shipping is on you, and we're not able to take responsibility for anything lost or damaged on the way back). Once we've received and checked it, we'll refund you to your original payment method, just note original shipping costs aren't included in the refund.

If you need to cancel, get in touch as soon as possible at support@xalibeauty.com with your order number. Once an order's been dispatched, we're not able to cancel it but you're welcome to use our returns process above once it arrives.

If your parcel hasn't shipped yet, email us at support@xalibeauty.com and we'll do our best to update your order details before it goes out.

If your order has already shipped, we recommend redirecting the parcel directly through the Auspost App, this is the most reliable way to redirect and track your parcel once it's on its way.

Once your order has shipped, you'll receive an email with your tracking number and a link to follow its journey to you.

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Yes! Shipping costs and delivery times are calculated at checkout based on your location.

Australia Wide

• FREE standard shipping on orders over $80.00 AUD
• Standard shipping (2–5 business days) – $6.95 AUD
• Express shipping (1–3 business days) – $12.95 AUD

New Zealand

• FREE standard shipping on orders over $70.00 NZD
• Standard shipping (7–10 days) – $9.00 NZD
• FREE express shipping on orders over $130.00 NZD
• Express shipping (2–5 days) – $14.95 NZD

United States (USA)

• FREE standard shipping on orders over $100 USD
• Standard shipping (6–12 days) – $13.00 USD

The U.K.

• FREE standard shipping on orders over $73.00 GBP
• Standard shipping (6–12 days) – $9.65 GBP

Rest of the World

• FREE standard shipping on orders over $150.00 AUD
• Standard shipping (6–12 days) – $20.00 AUD

Please note: international orders may be subject to customs fees, import duties, or local taxes on delivery. These aren't included in your order total and are set by your destination country.

Orders shipped outside Australia may be subject to customs fees, import duties, or local taxes. These are set by your country and aren't included in your order total, they're charged separately by the courier or customs authority on delivery. We're not able to predict these costs, so we'd recommend checking with your local customs office if you'd like an estimate beforehand.

We don't offer refunds specifically for reactions or sensitivities. They're rare, but everyone's skin is different, and individual responses to ingredients can vary. We list full ingredients on every product page, so it's worth having a read through before you start, as with any new skincare product, we'd also recommend patch testing first. If you do experience irritation, stop use and check in with a healthcare professional. And please still reach out to us at support@xalibeauty.com - while it won't be treated as a guarantee claim, we take every report seriously.

There are NO animal by - products in Xali and all our products are 100% vegan friendly. Our products have NOT been tested on animals - we love our little furry friends too much.

Visible results don't happen overnight, they come from consistency. Because hair, skin, brows and lashes all work on their own natural cycles, timelines vary depending on the product and what you're using it for.

As a general guide:

• Hair, brow & lash products: most customers notice visible improvements after 8- 12 weeks of daily use, in line with natural growth cycles.
• Skincare: you'll often feel an immediate boost in hydration and glow, with improvements in texture and tone building over several skin renewal cycles.

For expected timelines specific to your product, check the product page or reach out to our team, we're happy to help.

We want you to get the full benefit of this guarantee, so we do ask that you stick it out for the complete 60 days of consistent use before reaching out, that's what gives both of us an honest, fair picture of your results.

Once your 60 days are up, you'll have a 14-day window to get in touch so anytime between day 60 and day 74 from the date you started using the product (not the date you received it). Claims outside this window unfortunately won't be eligible, so it's worth marking day 60 in your calendar!

A few extra notes:

• This applies once per product, per customer.
• Multiple units? Any unused ones need to come back too for a full refund on those.
• We may decline a claim if something doesn't add up, mismatched photos, inconsistent details, or a claim well outside the window without a reasonable explanation.

Yes! Our 60 Day Money Back Guarantee applies to our Lash and Brow Serum.

We're confident in these formulas, so if you've used one consistently for 60 days and you're genuinely not seeing results, we'll refund you.

Here's what we need from you:

1. Use the product every day for 60 consecutive days, exactly as directed.
2. Take a clear "before" photo on day 1, and an "after" photo on day 60 (similar lighting and angle helps us compare properly).
3. Get in touch with us, order number, both photos, and a quick note on what you were hoping for vs. what happened.
4. Send back the unused portion or empty packaging to our Melbourne warehouse (return shipping is on you)

We accept Visa, Mastercard, and American Express, along with Apple Pay and PayPal for fast, secure checkout. Store credit can also be applied at checkout.

Yes! You can split your payment with Afterpay at checkout.