Shipping and Returns Policy

Lash House Supplies: Shipping and Returns Policy

Welcome to Lash House Supplies, your go-to destination for premium lash products. We understand the importance of receiving your orders promptly and efficiently, and we're dedicated to ensuring a smooth and satisfying shopping experience from start to finish. Below, you'll find detailed information on our shipping and returns policies.

Fast & Reliable Shipping Across Australia and Worldwide

At Lash House Supplies, we take pride in offering fast and reliable shipping to all our customers across Australia and Internationally.

Quick Dispatch:

We dispatch orders within 48 hours, ensuring your lash and brow essentials are on their way to you as quickly as possible.

Australia Post Deliveries:

Your orders are delivered via Australia Post, complete with tracking updates available through your SHOP App, keeping you informed every step of the way.

Free Shipping:

Enjoy free shipping on orders over $150. It's our way of saying thank you for choosing Lash House Supplies.

Hassle-Free Support:

Should you face any shipping delays or concerns, our team is here to help. Contact us at hello@lashhouse.au with your order number for prompt assistance.

Please note: Additional shipping days may apply to rural and remote areas within Australia.

International Shipping Policy

At Lash House Supplies, we are committed to delivering our premium products to lash artists around the globe. To ensure a smooth and efficient shipping process, please review our international shipping policy:

Shipping Destinations:

We proudly offer worldwide shipping to most countries. If you are unsure whether we ship to your location, please contact our customer service team for confirmation.

Shipping Rates and Times:

Shipping rates and delivery times vary depending on the destination and the weight of your order. Estimated delivery times are provided at checkout. Please note that these are estimates and actual delivery times may vary.

Customs and Import Duties:

International orders may be subject to customs duties and import taxes. These charges are determined by the destination country and are the responsibility of the recipient. Lash House Supplies is not responsible for any customs charges or delays caused by customs clearance processes.

Order Processing:

All orders are processed within 2-3 business days. You will receive a confirmation email with tracking information once your order has been shipped.

Shipping Carriers:

We partner with reliable international carriers to ensure your order arrives safely and on time. Carrier options will be provided at checkout based on your location.

Lost or Damaged Packages:

If your package is lost or damaged during transit, please contact our customer service team immediately. We will work with the shipping carrier to resolve the issue as quickly as possible.

Returns and Exchanges:

Please review our return policy for information on how to return or exchange international orders.

Easy & Flexible Returns

Your satisfaction is our top priority. If for any reason you're not completely happy with your purchase, our returns policy is designed for ease and flexibility.

Change of Mind? No Problem!

Changed your mind? We understand. Here's how to ensure a smooth return or exchange:

Condition Matters: Items must be unused, in their original packaging, undamaged, and in resalable condition.
Get in Touch: Contact our dedicated team at hello@lashhouse.au for return authorisation.
Refunds & Exchanges: Upon receipt and inspection of your item, we'll promptly process your exchange or refund to the original payment method, accompanied by an email notification.

Received Damaged or Faulty Items?

If your items arrive damaged or faulty, here's what to do:

Capture the Issue: Take a photo of the damaged or faulty item(s).
Email Us: Send the photo(s) along with your Lash House reference number to hello@lashhouse.au. Please report any transit damage within 24 hours of delivery.
Package & Return: Include all original packaging materials for the return. After our Customer Service authorises your return, we'll guide you through the next steps for an exchange or refund.

Important: Unauthorised returns or those outside the 24-hour reporting window will not be accepted.

AfterPay Purchases

Purchases made through AfterPay are fully covered by our returns policy. Continue your scheduled repayments with AfterPay, and we'll handle the rest according to our standard process.

Refund & Exchange Timeline

Inspection & Processing: We inspect all returned items. Within ten days, we'll determine the course of action—refund or exchange, depending on your case.
Refund Issuance: Approved refunds are processed within ten business days of receiving the return.

Note: Return shipping costs are the responsibility of the customer and are non-refundable.

Questions?

Our team is always ready to assist with any questions about our products, ordering process, or policies. Reach out to us at hello@lashhouse.au for support.

Need help?

Frequently Asked Questions

Lash Extensions

What are your Lash Extensions made of?

Pre-fanned lashes are made of silk blended PBT material.

All of our other lashes are made of PBT material.

All our lashes are cruelty free.

How are the Pre-fanned Lashes Bonded?

Lash House lashes are heat bonded ensuring no extra weight
is added to them.

Lash Adhesive and Liquids

I’m not entirely happy with my adhesive and am unsure if I have purchased the right one for me, what can I do?

If you are having troubles with your lash adhesive and would like some
advice please send an email to hello@lashhouse.au with the following
information:

Order Number
The name of the adhesive you
purchased
Images / Videos of the issue
How you store the adhesive

How do I use the cream remover properly?

Always apply with the eyes
closed. Apply a good amount of adhesive remover on the lash extensions using and
applicator or micro fibre tip. Allow the glue remover to sit for 3 minutes. Don’t
use water when applying. Gently wipe the lashes with a dry brush or cotton tip
until all the extensions slide off. If the lashes are not sliding off, repeat the process. Ensure and check that all remover residue and any traces of glue are wiped off. Finish off with lash shampoo and rinse lashes with water.

What is the correct way to store my adhesive?

We recommend that all of our
adhesives be stored upright in a cool dark place away from direct sunlight.
Always keep the nozzle clean and ensure that your tack is securely inside the tip. This will keep any moisture from getting in and ruining your adhesive.

Returns

How do I return my item/s?

Returns can be made within 30 days of purchasing. All products being returned must be within their original packaging and unused.

To make a return contact us first at hello@lashhouse.au and
include:

Order number
Products you wish to return & quantity
Images / Video
Reason for the return

Shipping

When can I expect my order?

Express Delivery 2-5 business days within Australia
Standard Delivery 3-10 business days within Australia
Rural areas may expect longer delivery times.
International deliveries expect longer delivery times, AUS POST will estimate your delivery via email once your order has been placed
Please allow 24 hours to receive a dispatch notification.

Where can I find my tracking information?

Your tracking information is included in the confirmation email
you receive once your order has been processed and handed to the courier for delivery.

It can take up to 24 hours for tracking information to show an update.

What should I do I receive the wrong item/s or some of my item/s are missing?

We are here to help you, please send an email to hello@lashhouse.au
including your order number.

Please include:
pictures / videos and what item/s is wrong or missing.
Order number