Refund & Returns Policy

REFUNDS, RETURNS & EXCHANGES POLICY

If you are ordering online for the first time and unsure about which products will suit you best, LashJoy recommends contacting our friendly Customer Care team for assistance PRIOR to making a purchase.

The following Returns Policy is drafted in accordance with Australian Consumer Law overseen by the Australian Competition & Consumer Commission in Australia.

STORE CREDIT (E-GIFT CARD)

  • Store Credit (E-Gift Card) is our default return resolution and is offered on all eligible orders received back to us within 14 days from your delivery date.
  • LashJoy E-Gift cards have a validity period of 3 years (36 months) and cannot be extended beyond this.
  • LashJoy E-Gift Cards are not redeemable for cash and cannot be applied to previous or existing orders (future orders only).
RETURNS & EXCHANGES

Due to hygiene reasons, LashJoy cannot accept exchanges or returns on any products unless they are deemed incorrect or faulty.

  • Eligible exchanges are offered on original orders received back to us within 14 days from the delivery date (i.e. you cannot return an exchange order and receive a second exchange order) and must be processed at the time of requesting your return via contacting our team at info@lashjoy.com.
  • Any exchange requests outside of this rule cannot be processed.
  • Exchange orders will be processed automatically once your return shipment has been received by Australia Post. You will not need to wait for your return to reach our warehouse.
RETURN & EXCHANGE ELIGIBILITY
  • All returned items must be received back to us in their original condition - unopened and unused.
  • Sale items are eligible for return; however, sale items cannot be exchanged or returned unless proven faulty.
  • Returns are processed within 3 business days of being received.
  • Refunds can take up to 10 business days to show on your end.
  • All returns received outside the policy timeframe will not be eligible for a refund.
FAULTY / INCORRECT ITEMS

All items are inspected prior to shipment; however, if you believe you have received a faulty or incorrect item, please contact us within 3 days of receipt of the package and provide as much detail as possible, including photos, so that we can quickly and thoroughly investigate your claim.

Depending on the situation and severity of the defect, we will typically offer a product replacement as the first and preferred resolution for faulty or incorrect items. You have the right to ask for your choice of a replacement item (if available), store credit, or refund.  

For more information on your consumer rights, visit ACCC Consumer Rights Guarantees.

REFUNDS
  • Refunds are offered on all eligible orders received back to us within 14 days (within Australia) and 28 days (International) of your delivery date and will incur a $9.95 postage & handling fee, which will be deducted from your refund at the time of processing (unless deemed faulty or incorrect).
  • All refunds are processed to the original payment method used to place the order. If you used multiple payment methods (e.g. store credit gift card + PayPal/Credit Card/Debit Card/AfterPay/LayBuy), the funds would be reversed to those methods accordingly, and it can take up to 10 business days for the refund to be reflected at your end.
IMPORTANT INFO
  • No changes can be made to your return request once you have posted your return. Any changes MUST be requested by email prior to you shipping your return.
  • All returned items must be received back to us in their original condition - unopened and unused.
  • Shipping on all returns (except those deemed faulty) is at the customer’s expense. 
  • Please make sure you include the returns form with your item(s). Contact us at info@lashjoy.com to request your returns form.
  • If you do not have access to a printer, please include a note in your return package that includes your full name, your order number and the reason you are returning your item so we can process your return quickly and efficiently.
  • Return packages must be sent with tracking details, and the products must be sufficiently protected from damage. LashJoy is not responsible for any items lost in transit or damage that occurs in transit.
CONTACT INFORMATION FOR RETURNS, EXCHANGES & REFUNDS

LashJoy 

Shop 1 / 1000 Ann Street, Fortitude Valley, QLD 4006

Australia

info@lashjoy.com

0450 795 191