SHIPPING AND RETURNS
Domestic Shipping is provided by AUS POST EXPRESS
International Shipping is provided by DHL
(A tracking number will be provided in your shipping confirmation email for you to track your purchase)
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.
Because some of our products are more popular and sell out quickly, we have added the pre-order feature so that customers can get their items once it's back in stock. Note: If you make an order and want the items in stock to be sent to you immediately, two packages will be sent out and you will need to pay the shipping fee for both packages.
Please take caution when ordering lashes for pre-order, as it will take 4-6 weeks to manufacture and send. We do not approve refunds for pre-order, only exchanges.
Please note delivery can take up to 3 days and any purchases made after the cutoff time at 2 pm will be sent out the following business day. Once your parcel is picked up by Australian Post we have no control over the delivery process. LashXtd use express shipping for all parcels, however, if delays occur, please contact Australian Post with your tracking number, as once shipping confirmation is sent, it will be under the deliverers care.
For overseas destinations, customers can expect the following delivery times as indicated by Australia Post or DHL (provider will depend on the destination country):
- New Zealand - 3-5 business days
- Asia Pacific - 5-12 business days
- Western Europe - 5-12 business days
- North America/Middle East - 7-12 business days
- All other destinations - 8-14 business days
You will receive an email confirmation with a tracking number when LashXtend has shipped your order. Once delivery confirmation becomes available, LashXtend PRO is no longer liable for any lost, stolen, or misplaced packages.
It is the Purchaser's responsibility to provide an accurate address and contact information. All shipments require a signature upon delivery for your protection.
Please ensure you have items delivered to a location where you will be able to sign for the package. If you would like to waive the right to a signature you can do so by contacting the delivery company, however, this will, in turn, waive any insurance on your package from LashXtend.
Be aware if you have given permission for the delivery company to waiver a need for a signature in the past.
Please contact the delivery company directly for any questions regarding shipping:
AUS POST CONTACT NUMBER: 13-76-78
DHL CONTACT NUMBER: 13-14-06
If you order products that we do not have in stock, our warehouse team will notify you and refund you for that product immediately.
DAMAGED / MISSING MERCHANDISE
Please inspect all packages immediately upon delivery. If you believe that an item is damaged/missing, please notify us via email within twenty-four (24) hours of receipt of the product. It may be necessary for us to contact the courier company for damage inspection and open a claim. All original packing materials must be kept for claim purposes. In all cases, the damaged merchandise must be returned along with packaging materials. LashXtend reserves the right to either replace the item or offer an in-store credit towards other products. No return will be accepted without prior authorization from Customer Service.
DAMAGED MERCHANDISE EXCHANGE / RETURNS
LashXtend must be notified by email within ten (10) business days of receipt of your merchandise to grant an exchange for damaged goods or accidental purchases. Orders over ten (10) days old are non-returnable or refundable. Return shipping fees apply on exchanges. Once your item has been inspected, you will be refunded for the returned items on the same method of payment you purchased the order with. All items need to be returned within fourteen (14) days of receipt. No exchanges will be accepted without prior authorization. Items must be in unopened and in the original packaging.
16/344 Bilsen Road
IMPORTANT: WE DO NOT OFFER REFUNDS OR EXCHANGES FOR PRICE COMPARISON OR CHANGE OF MIND. When mailing your returns to LashXtend please ensure you include your name, business name, e-mail address, contact number and reason for returning.
If a shipment is returned due to entering an incorrect address (not including a building or suite number) or an oversight on the purchaser's behalf (errors in the product(s) selected), shipping & handling fees will apply. In the event that a return is a result of our error, we will pay the return shipping fee. Once the item(s) are returned, please allow twenty-four (24) hours for re-processing.
All orders can be cancelled without penalty up until it has been packaged - once packaged a 15% re-stocking fee applies. Once shipped an order cannot be cancelled or retrieved.
No Credits, Refunds, Sale Products or Exchanges allowed.