Once a customer’s order has shipped the conditions of the return policy will apply. Orders that are refused at the time of delivery will have the conditions of the return policy apply. Orders placed by 1pm AEST Monday to Thursday are guaranteed for dispatching that the same day (*conditions apply).
Due to the sensitive nature of eyelash extension adhesives, orders containing adhesive are only shipped between Monday to Thursday. This is to minimise the risk of the adhesive sitting in a hot uncontrolled environment for a long period of time. This is to protect the interests of your salon.
For Australian local deliveries we use Australia Post Express parcel service. Parcels can be tracked via the online tracking system
Phone number : 13 76 78
For all international orders the preferred carrier is DHL Global. Use this online tracking tool
Phone number : 13 14 06
All tracking details are sent via email once your order has been dispatched.
Expected transit time for all Australian deliveries as outlined by Australia Post is 1-3 business days. International deliveries will vary depending on the destination.
As we rely on DHL for our overseas postal services, there are occasions where unexpected delays are beyond our control. Once the order has been accepted by Australia Post or DHL, i-Lashes is no longer liable for the parcel. Please note that by default a signature is required on delivery. However upon your written instruction this may be changed.
The customer is responsible for ensuring that the delivery address and contact person is correct. If a shipment is returned due to incorrect information entered by purchaser, i-Lashes will charge a re-handling fee to rectify the issue. In the event that a return is a result of an error caused by i-Lashes, we will pay the return shipping fee. Once the items are returned, please allow 24 hours for re-processing.
We are not responsible for any additional customs charges or fees once your package has left our facility. Customs charges and fees are the sole responsibility of the purchaser. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipping costs. Customers have up to a maximum of 90 days from the date the order was made to claim their package as lost in order to receive any sort of compensation regarding their order.
All orders can be cancelled without penalty up until they have been packaged at our facility. Once packaged a 20% re-stocking fee applies. Once shipped, orders are unable to be cancelled or retrieved.
If you determine that products shipped to you are defective, please advise I-Lashes of this within 7 days of receipt via email or telephone. We will issue you a return authorization number and instructions as to where to return any defective product. Please note that all products should be returned in their original packaging. I-Lashes reserves the right to either replace defective product or provide a refund of the purchase price upon receipt of the defective product.
I-Lashes must be notified via email within 10 business days of receipt of your merchandise to grant an exchange for damaged goods or accidental purchases. Orders over 10 days old are non-returnable and refundable. Return shipping fees apply on all exchanges. Once your item has been inspected, you will be refunded the value paid for the item using the same method of payment you purchased the order with. All items need to be returned within 14 days of receipt or no exchange will be made. No exchanges will be accepted without prior authorization. Items must be in unopened and in their original packaging.
Please note we are unable to ship items without first receiving payment. I-Lashes aim to deliver products of the highest quality. As we rely on Australia Post and DHL for our product delivery, there are occasionally unexpected delays that are outside of our control. Once the order has been accepted by a delivery company, I-Lashes is no longer liable for the order.
Due to issues relating to hygiene, I-Lashes cannot accept returns after product packaging has been opened. If you decide to return an unopened package, you can be credited with the purchase price, less any freight charges. We request you contact I-Lashes within 7 days of receipt of goods to arrange a return.
PLEASE SEND ALL RETURNS TO:
Level 7, 117 Queen St
Brisbane, QLD 4000 Australia
When requesting an exchange or refund in-store for a product purchased online, the following return policy conditions:
If a product should be deemed defective due to a manufacturer defect, please contact I-Lashes via email (firstname.lastname@example.org) with your order number to obtain a Returns Authorisation Number and Return Form. Contact must be made within 7 days of purchase. Products returned without a Return Form will be discarded.
All return postage and insurance charges will be at the expense of the buyer. Return packages must be sent with tracking details and the products must be sufficiently protected from damage. I-Lashes is not responsible for any items lost in transit or for any breakages that occur in transit. For exchange requests, please be mindful that the time taken for your exchanged products to be received will depend on where you live.
Refunds will be made using the original method of payment. If the original method of payment is unavailable, an I-Lashes credit note will be issued. If you have any questions about the I-Lashes returns and shipping policy please contact us prior to making a purchase:
Phone: 0431 791 458
We Do NOT offer refunds on items purchased on sale. Please note that NO REFUNDS are permitted on sale items.
We do NOT provide refunds for ‘change of mind’. A credit value will be held for you that can be redeemed for future purchases. Please contact us when you are ready to redeem any credit we may have for you.
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