Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for, please don’t hesitate to contact us. We’re always here to help!

1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

Where are you based? Are you Australian made and owned?

We are based in Adelaide, South Australia. All of our skincare and lipcare is formulated and made in Australia. All of our orders are shipped from Adelaide.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. Please check your spam folder if you haven't received this. You can use this number to track your order.

Can I cancel or modify my order?

We process orders very quickly, but if you need to modify or cancel your order, please contact us as soon as possible. If your order has already been packed and sent we will not be able to cancel your order. 

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping on all orders.

Where do I put my discount code?

Discount codes can be entered at two stages during checkout. Either in your cart or on the checkout page. Please see below:

2. Product Questions

How do I use the lip lifter?

Dab a small amount of the lip lifter on to your lips using a brush, cotton bud or clean fingers. Start with a small amount using 1-2 times a day, slowly building up your tolerance. There is a strong tingling sensation on application so start with a very small amount. Please patch test prior to use.

How do I use The Eye Lift?

The Eye Lift is suitable for use in the AM and PM. Gently pat a small amount on the undereye and eye brow area. Avoid any pulling or tugging around the delicate eye area. Effective as a primer before eye makeup. It's best stored in the refrigerator for the ultimate cooling effect. 

Is the Eye Lift instant or does it work over time?

Consistency is key with any skincare product. For most users, initial improvements like hydration and lift can be noticeable very quickly. However, more significant changes, such as a reduction in fine lines, wrinkles and puffiness, may take longer – typically around 6-8 weeks of continued use. Regular application will maximise the potential benefits and contribute to achieving the desired results. Keep in mind that individual responses can vary, so patience and continued use is important.

Are the lip lifters pregnancy and breasfeeding safe?

Our lip lifters have not been tested for use during pregnancy or breastfeeding. Please check with your healthcare professional or simply hold off for now. 

How long do the effects of the lip lifter last?

The duration and level of plumpness can vary from person to person. All lips are different and some may enjoy the lift and plumpness longer, while others may see it fade sooner. Generally, the effects of the lip lifter can last anywhere between 10 minutes and 2 hours (some people have told us that it's even longer than this). An individual's metabolism and skin sensitivity, may also influence how long the effects persist. Factors such as the application technique, amount of product used, and the frequency of reapplication can also impact the duration of the plumping effect.

I have sensitive lips, can I use the lip lifter?

Please read the ingredients list to ensure you do not have allergies to any of the ingredients. Our lip lifters do having a tingling sensation on application. We recommend always patch testing prior to use. For those with sensitive lips we suggest using a lip balm or lip stick underneath. Keep away from children. 

Are all your products vegan?

All our products are vegan except for the Original Lip Lifter and Moisture Lock. Our Original Lip Lifter and Moisture Lock have beeswax in the formula. Therefore they are not considered vegan. We have intoduced a new vegan lip lifter. 

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer iAfterPay and PayPal pay in 4. 

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location. We use standard Australia Post. In Australia this can usually take anywhere between 2 - 7 days. These timeframes may change without prior notification. 

Help, I entered the wrong address!

Please let us know as soon as possible when you realise that you have entered the wrong address. We may be able to redirect the parcel to you if we find out early enough. Any parcels returned to our warehouse will be refunded with a $12 Australia Post administration fee deducted from the refund. 

Do you offer free shipping?

Yes, we offer free standard shipping on all orders. Please refer to our shipping policy for more details. Express post can be selected at an additional cost. 

Do you ship to PO boxes?

Yes, we ship to PO boxes, Parcel Lockers and Parcel Collect. Please make sure to provide your complete and accurate shipping address.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing hello@wehavelooselips.com. Feel free to send us DMs to our Instagram or Facebook page. 

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at hello@wehavelooselips.com

Do you have a physical address?

We're based in the Adelaide Hills, but we currently don't have a physical store. But don't worry, you can get your Looselips delivered to you for FREE!