Refund policy

RETURNS & REFUND POLICY

Due to hygiene and safety reasons, The Lash Store Pty Ltd does not offer refunds or exchanges for change-of-mind purchases.

As many of our products are used on or around the eyes, all sales are considered final once dispatched, unless an item is faulty, damaged, incorrect or otherwise eligible for a remedy under applicable consumer law.

MISSING PARCELS 

Parcels Marked as Delivered

If your parcel has been marked as delivered but cannot be located, we recommend checking your property, designated safe-drop location and contacting Australia Post or the relevant delivery provider to request proof of delivery.

If you are still unable to locate your parcel, please contact us with your order details so we can assist with further enquiries where required.

Parcels Lost in Transit

If your parcel has not been delivered and is believed to be lost in transit, please contact Australia Post to lodge an enquiry and obtain a case number.

Once received, email info@thelashstore.com.au with your order number and Australia Post enquiry number so our team can liaise with the delivery provider and assist with the investigation.

Any confirmed delivery issues will be assessed in accordance with applicable consumer laws.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, faulty or incorrect, we ask that you notify us within 3 days of receiving your parcel, wherever possible, so we can investigate and resolve the issue promptly.

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

Subject: Damaged/Faulty Goods – Invoice #00000

Please include:

  • A description of the issue
  • Clear photos showing the damage, fault or incorrect item
  • Original packaging, if available and requested

Please note that the 3-day notification period is requested to assist with prompt investigations and does not limit your rights under Australian Consumer Law.

REFUNDS OR REPLACEMENTS FOR DAMAGED/FAULTY ITEMS

Once your request has been received, our team will assess the issue using the information and photographs provided. In some cases, we may request the item be returned for further inspection.

Following our assessment, we will advise you of the outcome and arrange an appropriate remedy in accordance with Australian Consumer Law.

Where a refund or replacement is applicable:

  • Refunds: Processed within 3 business days to the original payment method. Additional processing time may apply depending on your financial institution.

  • Replacements: Dispatched from our warehouse within 2–3 business days, subject to stock availability.

Please Note: Our lash products are handmade, and slight variations in appearance, shape or finish may occur. Minor variations that fall within normal manufacturing tolerances and do not affect the product's quality, performance or advertised specifications are not considered manufacturing defects.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available to customers under Australian Consumer Law.

CONTACT US

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