Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please inspect your order upon arrival and notify us immediately via email should you discover any damage to the products.
Unfortunately we cannot accept or process any complaints raised later than 30 days post arrival of your order.
In the event that:You change your mind
We are NOT required to provide a refund or replacement.
All items purchased on sale are excluded from any exchange, change of mind or refund.
The item doesn’t match the description
We work hard to present the products on our websites as accurately as possible. As much as we try to avoid it, on some occasions the information on our websites may contain inaccuracies. If the item is so different from the description that you would not have bought it, you are entitled to a refund or exchange.Please contact our customer service team to arrange a refund including the cost of postage for returning the item.
The item has a minor fault
If the item has a minor fault, please contact our customer service team who will request evidence of the minor fault and upon receipt of that will offer you a partial refund without the need to return the item or the option to return the item for a replacement or refund including the cost of postage for returning the item.
The item has a major fault
If the item has a major fault in accordance with the Australian Consumer Law, you are entitled to choose between a refund, repair or replacement of the item (subject to availability), along with compensation for any other reasonably foreseeable loss or damage. Please contact our customer service team to arrange a repair, replacement or refund including the cost of postage for returning the item. Please contact our customer service to discuss your request and eligibility PRIOR to sending any items back to us.
If you would like us to replace or provide a refund for an item and we find that:
- the item has been lost, destroyed or disposed of by you; or
- the item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
- the period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement, then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.
Tweezers: Tweezers are hand-tested and work 100% before they are shipped out. If you are not satisfied with your Tweezers it is most likely not the Tweezer and we are happy to send you some how-to Videos. You will only receive a full refund if you are returning the Tweezers, undamaged and in its original packaging. The unpacking and re-testing will be filmed at our premises. If the Tweezer work, as per our description, you will receive a refund on the item only. Shipping will NOT be compensated. In the unlikely event that the Tweezers do not work, you will receive compensation for everything.
Glues: We do not ship glues over the weekend in hot summer months. Thursday is the last day for glue shipment. We do not carry any responsibility for glues going off, due to hot weather. We recommend local pickup in summer months and not to leave parcels unattended at the front door, or anywhere else outside. We recommend "Signature on delivery" for all glues.
Lashes: Due to hygiene and safety precautions we are unable to accept returns on lash trays unless the item is faulty. Please review and ensure you have selected the correct lash products when finalising your purchase for this reason. Under no circumstances do we accept change of mind returns for lash trays.
1) NOTIFY US BY EMAIL FIRST
Please email email@example.com with the "Invoice Number" as your subject. Please include in your email:
- Your Order Number
- Full Name and Reason for the return
- As much evidence as possible including photos and videos
2) WAIT FOR INSTRUCTIONS
Lash Envy Pro will provide you with instructions on how and where to send returned goods. We strongly recommend "proof of postage with tracking" when returning goods to avoid lost parcels.
- Please note that customers are responsible for shipping costs of returned items.
- When the returned item is received and inspected, please expect an email from us notifying you about the status of the refund.
As soon as a refund/exchange is approved (this may take up to 10 business days), Lash Envy Pro will automatically apply the refunded amount to the original form of payment, or send the exchanged item to you, or in the event of a credit note you will receive an email with a code that will remain valid for 3 month from the date of issue.4) PROCESSING TIME FRAMES - COVID19
Australia Post is experiencing delays. Currently Australia Post have advised:
-All Australia Express Post Delivery times: 2 - 5 working days.
-All Parcel Post Delivery times: 3 - 10 working days.
We apologise for this inconvenience and encourage you to purchase well ahead of time.
After-Pay & Zip Pay Returns
After-Pay and Zip Pay returns undergo the same Lash Envy Pro Returns Policy process, as outlined above. Please note that your personal agreement with After-Pay and Zip Pay will still stand and you will continue to pay any scheduled repayments.
All orders are packed and sent within 48 hours. Once your order has been processed, transit time is anywhere between 1 to 7 business days, depending on your shipping address & selection.
Please allow up to 72 hours for your orders to be dispatched during and just after sale periods and during holiday periods and during the weekends.
If you have not received your items within 5 working business days of making your order please email us with your order number. In most cases, this means that an attempted delivery has occurred and unfortunately you were not home. We can confirm to see where your parcel may be.
International orders allow up to 10-21 business days. Delivery time may vary depending on your country and the shipping method you selected during check out.
If you have not received your items within 10 working days of making the order please email us firstname.lastname@example.org.
If you are not home at the time of your order’s delivery, you may be left a calling card. Your order may be redirected to your local post office and you can collect the parcel from your local post office with your Photo ID. Alternatively, your order may be redirected to our offices. Some packages may require a signature on delivery and will not be released without a signature. The delivery of your package may be delayed if your delivery address is unattended at the time of delivery. If no one is present to sign for confirmation of your order, the package will be sent to your local post office for collection. There may be some delays with shipping which are beyond our control and we do not take responsibility and/or liability for any of these processing delays.
ALL SALES ARE FINAL.
Please note that pre-orders cannot be cancelled once they have been processed.
If an incorrect shipping address is provided by a customer, the order will be returned to Lash Envy Pro and the customer must pay to re-ship the purchase order.
Lash Envy Pro is not held responsible for lost or stolen packages or delays in transit. Lash Envy Pro does not take on any responsibility and/or liability of a purchase order once delivered and confirmed delivered by tracking.