Frequently Asked Questions

Hi there! I'm Jo!

Heartdrops is run and owned by me (Jo) and my partner, Chris. 

The store wouldn't exist without him - he's listened to me lament over skincare pricing, rave on about products, obediently touches my face when I ooo at how soft it is after my products, kisses me on the cheek without hesitation even though my face is slimy from snail essence...hahaha, have I made everyone vomit from the cheesiness yet? :D 

I started the Asian Beauty routine a few years ago and found myself falling in love with it. There was an overwhelming amount of information on it but I received much guidance from Asian Beauty and AusSkincare on Reddit. They are the most lovely, kind and knowledgeable people I have met. I'd highly recommend them if you have any questions etc. My skin has never looked better after following all the lovely advice I've received! 

I started this as I know the struggle of being in Australia and having such limited ranges, expensive overseas shipping, high markups, weak Australian dollar and long wait times (sometimes, we just want instant gratification!)

We're a small business that has a big love for skincare!

One of the main reasons why we started this business was to ensure that Australians get access to affordable Asian beauty products! We believe everyone should feel beautiful, inside and out. We found the joy in Asian Beauty a few years ago - and while it's not only helped improve our skin and self-esteem consequently, it's definitely one of the favourite part of day, getting to unwind and pamper ourselves! 

We run a little differently to other companies. While we love curating products (and will continue to do so), we want to get products that you want! So please, feel free to contact us and let us know what products/ranges you want!

We're very much open to suggestions for beloved products that you want! 

We know the struggle of being in Australia and having such limited ranges, expensive overseas shipping, high markups, weak Australian dollar and long wait times (sometimes, we just want instant gratification!). 

We're working on curating a larger range of products and would love your help!

Please let us know of any products that you wish to see on the store here. We appreciate any feedback given! Our goal for the store is to listen to you guys.

We can't always guarantee that we'll be able to get the item in, but we'll endeavor to try and get it in.  

Yes, they are! We've priced ourselves without extreme high markups - our ultimate goal isn't profit. We want to be sustainable yes, but our goal is to make sure that Australians have access to Asian skincare! We know the struggle of not being able to find a particular product OR finding the product that is crazily marked up AND crazy shipping fees. 

We've priced our products reasonably in accordance to the shipping prices it takes to get to us.

We have direct suppliers in Korea and Japan.

It's unfortunately really hard to say, as while things have began to return to "normal" after COVID-19, there are still a lot of ongoing supply issues with everything that is going on with the world.

It is extremely difficult to predict, as the situation is fluid. 

We highly suggest subscribing to our "out of stock" notifications on the product page.

We ONLY ever use your email to send out a notification that an item is back in stock - you will not be subscribed to our newsletter that way.

Cart reservation only works if you have items that are in stock in your cart and wish to add an out of stock item to it (to combine orders, reduce shipping cost etc).

Please contact us before reserving a cart, as we can confirm the ETA of the out of stock items.

Generally what we suggest to reserve your cart (after we have confirm the ETA of the out of stock items/you confirm you're willing to wait): is to place an order for the current in stock items to reserve it. We won't ship your order out until the products you are waiting on arrive, and when they do we'll let you know and generate an invoice (that way we can exclude/deduct shipping fees that have been paid, as the order is combined).

Unfortunately there are particular brands that we WILL not be able to reserve, due to the high demand for them:

Glossier

Krave Beauty

Peach and Lily 

If you are interested in reserving your current cart, please contact us here.

Due to the nature of our products, we do not provide refunds in the event that you change your mind after they have been shipped.

Please be aware that if you decide to cancel an order or partially refund an item that has been paid with Afterpay, a fee of 6% will be deducted from your final amount due to Afterpay's Merchant Fees.

Refunds are only given for faulty goods within 14 days after delivery.

Our policy lasts 14 days. If 14 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange on damaged goods.

Refunds, returns or exchanges are not accepted for any product that has been opened and used.

We take the utmost care to ensure that your items are not damaged in transit but if in an unforeseeable circumstance your package is damaged, please email us and include photos/videos of the damage as soon as you receive your package.

We will assess your claim and if approved, we will either issue a full refund or give you a replacement (if the product is in stock).

We're an Australian online store and ship all over Australia.

Due to COVID-19, we are currently not shipping to New Zealand due to unreliable international freight - we're really sorry! We're hoping to open it back up soon.

All parcels are shipped from Sydney, Australia within 1-2 days of receiving the order, excluding weekends and public holidays. 

Generally if you place an order before 8pm, it'll be packed on the same day to be picked up by our couriers the next day.

We pack all orders from Sunday - Thursday (i.e. if you place an order on Friday, it won't be packed until Sunday to be picked up by our couriers on Monday).

Please note that during holidays and promotions, order processing times may be subject to delays. We are not open on Public Holidays.

If you'd like to cancel your order, please let us know as soon as possible.

We won't be able to cancel your order if the order has already been shipped. 

Please be aware that if you decide to cancel an order or partially refund an item that has been paid with Afterpay, a fee of 6% will be deducted from your final amount due to Afterpay's Merchant Fees.

We currently use Australia Post to deliver your packages.

There are currently different rates for them which is highlighted here.

Please refer here for all our fees.

We offer Authority to Leave and Signature Required on all our shipping options. We don't charge extra for Signature Required.

By default, we will select Signature Required for most packages unless you select the option otherwise during the checkout process.

We take responsibility for your item(s) from the time it leaves our warehouse until it is delivered to you, at which point responsibility for your item(s) is passed on to you. 

Heartdrops will not be liable for any lost packages where the user has selected "Authority to Leave". Once the delivery is completed OR marked as delivered by our delivery partner, any lost or stolen items will be the responsibility of the customer and no replacements will be offered by Heartdrops.

Australia Post

If you are unavailable to sign for your package or authority to leave is not possible, you will get a calling card and the parcel will be directed to the closest Australia Post Office for collection.

Sendle/Courier's Please (Courier)

If you are unavailable to sign for your package or authority to leave is not possible, you will get a calling card and the parcel will be directed to the closest courier depot for collection. 

They WILL NOT drop your package to the nearest post office as they are an independent courier from Australia Post.

We're so sorry to hear that! :( Please refer here on what to do.