FAQ
At LASHAHOLIC, the team’s priority is packing and shipping your orders with precision and speed. Like anything in this current climate of COVID, there is a possibility that during your shipping/tracking experience you may encounter some issues or delays. Due to this, we hope you will take the time to read the below policies our company has embedded into our daily practices to minimise any potential problems.
SHIPPING TIMES
All below information is found on Australia Posts website :
https://auspost.com.au/service-updates/domestic-delivery-times
Standard shipping times are on average 5-8 business days, with the estimates provided below, this will vary based on your location. Any estimated shipping times provided are subject to relevant AUSPOST delays and are outside the control of LASHAHOLIC
ACT: 2 - 6 business days
NSW: 5 - 10 business days
NT: 3 - 7 business days
QLD: 2 - 4 business days
SA: 2 - 4 business days
TAS: 1 - 3 business days
VIC: 5 - 8 business days
WA: 2 - 5 business days
Express shipping times are on average 1- 3 business days. with the estimates provided below, this will vary based on your location. Any estimated shipping times provided are subject to relevant AUSPOST delays and are outside the control of LASHAHOLIC
Our express shipping method requires a signature for delivery of orders.
ACT: 1 - 3 business days
NSW: 2 - 5 business days
NT: 2 - 4 business days
QLD: 1 - 2 business days
SA: 1 - 2 business days
TAS: 1 - 2 business days
VIC: 2 - 4 business days
WA: 1 – 3 business days
Please note: Shipping costs will not be eligible to refund as they are paid directly to the carrier. LASHAHOLIC is not held liable for any delays experienced with shipping incurred by Australia Post. Once the order has been accepted by Australia Post, LASHAHOLIC is no longer liable for the order.
ORDER PROCESSING
When confirming your order please ensure your address is correct and verify the email address/contact information given is complete and accurate on your provided tax invoice. If the incorrect address or contact information is provided, the customer will be responsible for the cost of redelivering the goods or the products will be returned to stock if LASHAHOLIC is not notified within the fulfillment time frame or prior to despatch confirmation.
ORDER DISPATCH + TRACKING
Orders will be fulfilled within 48 hours, Monday-Friday (During any sale or holiday periods order fulfillment will extend to 72 hours). Orders made after 12PM AEST on Friday as well as orders placed on Saturday and Sunday, will be processed on the next business day.
Once dispatched, the email address provided by you will be sent a confirmation of despatch with an attached tracking number, please use the link below to track your order. Once provided this tracking number, LASHAHOLIC’s liability has been transferred to AUSTRALIA POST, for any shipment concerns once despatched please contact them directly. This includes but is not limited to lost or damaged packages, undelivered packages or incorrectly delivered packages.
Australia Post - https://auspost.com.au/mypost/track/#/search
MISSING PACKAGE
In the unlikely occurrence that your package goes missing, you as the recipient will need to lodge an inquiry directly with the carrier. LASHAHOLIC will support you with your enquiry wherever possible but will not be able to undertake direct inquiry action with AUSPOST unless contacted directly by them.
ORDER CANCELLATION
Any cancellations or order changes are subject to the fulfillment times, please email us at (insert email here) any time prior to receiving despatch confirmation. Any emails or requests received after confirmation of despatch email will be unable to be accommodated.
If you have made an error with your purchase and you would like to cancel/change your order, we must be notified within 3 hours of your purchase*.
Please email sales@thelashstore.com.au with subject: Cancel Order and Invoice #0000.
*The email must be sent within a timely matter as we do not cancel a transaction for change of mind. If staff have already picked, packed and paid for your postage then a cancel of transaction can not be completed.
REFUNDS AND RETURNS POLICY
All returns, or refunds will be accessed on a case-to-case basis
Due to the nature of the products, we do not offer refunds for change of mind unless the item is faulty or damage.
To be eligible for returns, please make sure that:
- Return is requested within 3 days of product receival
- Original packaging is maintained and security seal uncompromised
- Proof of purchase (non-secondary sale)
- Shipping costs are non-refundable
- Shipping fees are at the digression of LASHAHOLIC
Products that do not meet these criteria's will not be considered for return. If the refund is rejected, then we will return the item to the buyer at the cost of the buyer.
HOW TO RETURN ORDERS
All orders require return authorisation by LASHAHOLIC. To initiate a return, please contact us at (insert email here)
Any return that is sent back without authorisation will be deemed as an unknown package by the despatch team and will be disposed of.
DAMAGED ITEMS
Damaged items received by the customer will only be accepted for 24 hours after the delivery time , due to current insurance agreements any damaged packages will have an immediate replacement sent where the following has been provided to (insert email here). Any notification of damages after 24 hours will not be eligible for replacement :
- Proof of delivery
- Photos clearly showing evidence of the damage
- Evidence of original order e.g., transaction or order number