Refund policy

RETURNS & REFUND POLICY

Due to hygiene reasons, The Lash Store Pty Ltd is unable to offer refunds or exchanges for change-of-mind purchases. As our lash products are used on or around the eyes, all sales are considered final once your order has been dispatched, unless an item is faulty, damaged, or incorrect.

MISSING PARCELS

If your parcel has been marked as delivered but is missing, this falls outside our scope of responsibility. We recommend contacting your local Post Office or delivery provider directly to obtain proof of delivery.

If your parcel has not been delivered and is believed to be lost in transit, please first contact Australia Post to lodge an enquiry. They will provide you with an enquiry or case number. You must then email us at info@thelashstore.com.au with your enquiry number so we can liaise with Australia Post and provide any required documentation if the parcel is deemed lost.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order as soon as it is received. If you believe an item is damaged, faulty, or incorrect, you must contact us within 3 days of receiving your parcel so we can assess the issue and resolve it accordingly.

Please email info@thelashstore.com.au with the following:

Subject: Damaged/Faulty Goods – Invoice #00000

Please include:

  • A description of the issue
  • A clear photo showing the damage or fault
  • Original packaging, if requested

REFUNDS OR REPLACEMENTS FOR DAMAGED/FAULTY ITEMS

Once your request has been received, we may assess the issue based on the photos provided or request that the item be returned to us for further inspection. After review, we will notify you whether your claim has been approved for a refund or replacement.

If approved:

  • Refunds will be processed within 3 business days to the original payment method
  • Replacements will be dispatched from our warehouse within 2–3 business days

Please note: Our lashes are handmade, and slight variations may occur. Minor discrepancies in handmade lash products do not constitute a fault or damage.

CANCELLING AN ORDER

If you need to cancel or make changes to your order, please email info@thelashstore.com.au as soon as possible with the subject:

Cancel/Change Order #00000

If your order has not yet been picked, a 10% cancellation fee will apply to cover non-refundable transaction and website processing fees.

If your order has already been picked and is ready for collection or dispatch, a 20% cancellation fee will apply to cover transaction and website processing fees, staff handling costs, and non-reusable packing materials.

Cancellation fees apply to change-of-mind cancellations only. Once your order has been dispatched, it can no longer be cancelled.

NON-RETURNABLE ITEMS

We do not accept returns or provide refunds for:

  • Sale items
  • Gift cards
  • Training courses

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is being shipped to the European Union, you may be entitled to cancel or return your order within 14 days for any reason and without justification.

To be eligible, your item must be:

  • Unused
  • In the same condition that you received it
  • In its original packaging
  • Accompanied by proof of purchase

Please note:

  • Return shipping costs are the responsibility of the buyer
  • The original shipping cost will be deducted from the refund amount, including for orders that qualified for free shipping, as shipping charges are still incurred by us
  • In addition, a 25% deduction will apply to cover transaction fees, packaging costs, and staff handling
  • Any return shipping costs incurred will also be deducted from the final refund amount

CONTACT US

For any questions regarding returns, refunds, damaged goods, or order issues, please contact us at: info@thelashstore.com.au