Returns & Delivery Policy
Lash V will provide you with a Credit-Note to exchange the item, to use in-store or online. All returns will automatically be issued a Credit-Note (Gift Voucher) that will allow you to easily re- purchase an alternative item. Non-returnable items and/or returned items, which do not comply with our Returns Policy will not be accepted and will be return back to the customer.
It is the customer’s responsibility to pay all return shipping costs. Lash V do not Credit-Note or refund original shipping charges. It is the customer’s responsibility to be sure to use a traceable delivery method for your returning garment(s), as Lash V are not held responsible for lost/damaged returns in transit and do not need to issue a Credit-Note or Refund.
If you change your mind about a product or order the wrong one you can simply take advantage of our easy 30-day return policy and return it for a store credit.
To be eligible, the following criteria need to be met:
- Item must be unused and in original, unopened, undamaged and resalable condition 2. The exchange is within a reasonable period of time (30 days) 3. Provide satisfactory proof of purchase, such as:
- Original receipt b. Gift receipt c. Bank statement or Credit card statement d. Online tax invoice
Please note that any item(s) manually defected will be returned and no Credit-Note will be issued.
Lash V’s does not exclude, waive or replace your rights given under the Australian Consumer Law.
- Exchanges A Credit-Note (Gift Voucher) will be issued to allow you to easily re-purchase an alternative item.
If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Credit Note, once we receive your unwanted items.
Lash V strictly do not offer refunds for change of mind or incorrect purchases.
Customers who have received product/s with a manufacturing fault or incorrect item, will receive a refund. (Note – Lash V undertake strict quality control on every item prior shipment & upon receiving return).
- Faulty Items
If items you have received are faulty or not as ordered please do not use the above return process, instead contact us on the number provided immediately.
(Any evidence you can provide of the fault will help us to speed up your claim)
Lash V reserve the right, at their sole discretion, to provide you with a refund and/or reimburse you for your returns fees. You will not be reimbursed returns fees if our Customer Care team have not advised you via email, prior returning the faulty garment(s).
Processing Time Frames -
COVID-19 Delivery times: Due to Covid-19 there may be further delays due to freight backlog which is out of our hands. We are trying our best to make sure you recieve you goods on time. We HIGHLY recommend using Express delivery for domestic and International.
If Picking Up from warehouse:
Open hours 10AM to 2PM, Mon-Fri.
Lash V Warehouse: 4 Aspen Cct Warehouse 4 Springvale, Victoria 3171
PS. If for any reason you called us and no one answered, please try knocking on the door.
Australia Post Domestic:
All Australia Express Post Delivery times: 2 - 5 business days.
All Parcel Post Delivery times: 3 - 10 business days.
Fulfilment times: We pack and fulfil orders same day when placed before 1pm. Please allow 24 hours from ordering for your delivery to begin.
Please note: During busy periods such as Christmas and New year, these fulfilment and delivery times can increase. If it needs to arrive before a certain date, please contact us first before purchasing and confirm it can make it.
INTERNATIONAL (OUTSIDE AUSTRALIA)
US/CAN: 3-5 business days
UK: 3-5 business days
Europe: 3-5 business days
(Estimated transit time subject to customs clearance)
All international orders will incur shipping fee's which will be calculated upon checkout.
Flat rate $30AUD.
All of our sales may incur Duty, Taxes and other charges depending on the Import regulations of your country (the value of the goods).
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be as order values vary and destination country rules and regulations vary. In order to ensure the earliest possible delivery of your order, please pay these charges in a timely manner if requested by DHL OR Australia Post.
Once a Returns item(s) reach Lash V, Lash V will inspect the item(s) to ensure the eligibility criteria has been met). Within ten (10) days of receiving the Returns item(s), Lash V will issue a Credit-Note, at its sole discretion.
If Lash V, at its sole discretion, determine that a Refund is to be provide, then Lash V will process the Refunds within ten (10) business days of receiving the Returns.
Please note that all Credit-Notes will be issued via email and in the form of a code. The Credit- Note will remain valid for 3 months from the date of issue.
- After-Pay and Klarna Returns
AfterPay and Klarna returns undergo the same Lash V Returns Policy process, as outlined above.
Please note that your personal agreement with AfterPay will still stand and you will continue to pay any scheduled repayments.
For more information on Klarna terms, please click here.
- How to Make a Return First you need to check that you meet the above conditions and then you need to contact our friendly Customer Service Team on our website www.lashv.com.au to receive information on returns.
If you are an international customer, you must do the following:
- Mail the item back to sender including proof of purchase and order number;
and\Package items in a manner which will avoid damage during transport.
- Consumer Guarantees As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Lash V. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law. However, these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.
Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.
We ship all purchase orders by standards post. You can calculate your shipping during checkout
* Please note that rural areas may incur one (3) extra business day.
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 email@example.com
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 V and the customer must pay to re-ship the purchase order.
Unfortunately, Lash V is not held responsible for lost or stolen packages or delays in transit. Lash V does not take on any responsibility and/or liability of a purchase order once delivered and confirmed delivered by tracking.
HOW TO APPLY FOR GLUE MONEY-BACK GUARANTEE:
Guarantee not available when delivering glue via parcel post.
To claim the 30 day money back guarantee:
1. Please call or email Lash V first on +61 439 371 341 or firstname.lastname@example.org to discuss issues.
2. Email or text email@example.com videos of using the glue and how it is not sticking to the natural lash effectively. Please include in the same video - pouring glue, dipping fan, and application.
3. Once video is reviewed and deemed not performing by our in house lash experts, please mail back glue bottle to warehouse (at customers cost). Refunds will only be issued for sticking issues only. Not retention issues.
4. Once glue is returned, we will refund you the glue cost only within 3 business days.
If you have any more questions, please reach out any time. We’re here to support you and the growth of your business.