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

11th Birthday Sale – Terms & Conditions

Promotion period

The Lash Store HQ 11th Birthday Sale begins at 7:00 PM AEST on Tuesday, 15 September 2026 and ends at 11:59 PM AEST on Sunday, 20 September 2026, unless otherwise stated.

Australian customers

Australian customers must enter code TLS11 at checkout to receive the applicable promotional discount.

The promotion includes:

• 20% off eligible Lash Trays and Liquids
• 10% off eligible other branded products
• An extra 5% off eligible products already reduced or listed on sale
• 5% off eligible Bundles, Kits and the Online Course

The additional 5% discount on sale products is applied to the product’s already reduced sale price.

Where a product falls into more than one promotional category, only the applicable discount assigned to that product will apply. Promotional discounts cannot be combined or stacked unless otherwise stated.

International customers

International customers must enter code GLOBAL11 at checkout to receive 10% off eligible The Lash Store HQ branded products.

GST is removed automatically from eligible international orders.

International customers are responsible for any applicable duties, taxes, customs charges or import fees associated with their order.

The TLS11 Australian promotion is not valid on international orders. The GLOBAL11 promotion is not valid on Australian orders.

Birthday gift promotion

The first 80 eligible customers to place an order of AU$300 or more during the promotional period will receive an additional birthday gift with their order.

The following conditions apply:

• The AU$300 minimum spend is calculated after promotional discounts have been applied and before shipping charges.
• Limited to one birthday gift per customer.
• Multiple qualifying orders placed by the same customer do not qualify for multiple gifts.
• Gifts are available to the first 80 eligible customers only and while stocks last.
• The birthday gift will be selected by The Lash Store HQ and cannot be exchanged for another product, cash or store credit.
• If an order is cancelled, refunded or adjusted and no longer meets the AU$300 qualifying spend, eligibility for the birthday gift may be forfeited.

General promotion conditions

• The applicable discount code must be entered at checkout for the promotion to apply.
• Promotional discounts cannot be applied retrospectively to completed orders.
• Discount codes cannot be used in conjunction with another discount code, promotion or offer unless otherwise stated.
• Exclusions apply. Products or services excluded from the promotion will not receive a discount at checkout.
• Gift cards are excluded from the promotion.
• Shipping and delivery charges are not discounted.
• Products are subject to availability and no rainchecks will be offered for products that sell out during the promotion.
• Adding an item to your cart does not reserve stock. Products are secured only once checkout has been successfully completed.
• Orders placed before 7:00 PM AEST on 15 September 2026 or after 11:59 PM AEST on 20 September 2026 are not eligible for the promotion.
• Any approved refund will be calculated based on the amount actually paid for the applicable product after the promotional discount was applied.
• Standard The Lash Store HQ shipping, returns, refund and course policies continue to apply.
• The Lash Store HQ reserves the right to cancel orders or remove promotional benefits where there is evidence of misuse, fraud or abuse of the promotion.
• Nothing in these promotional terms excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law.

Promotion dates

Starts: Tuesday, 15 September 2026 at 7:00 PM AEST

Ends: Sunday, 20 September 2026 at 11:59 PM AEST

Australian discount code: TLS11

International discount code: GLOBAL11

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