Custom Lashes - Tray Fabulous

Shipping

Orders are processed within 1–5 business days. Standard shipping across Australia typically takes 3–8 business days. Tracking information is provided once the order is dispatched.

Returns

Refund policy

At Custom Lashes, customer satisfaction is our top priority. If you're not happy with your purchase, you can return it within 30 days of receipt as long as it is unused and in its original packaging. Refunds will be issued to the original payment method.

DAMAGED/DEFECTIVE ITEMS

If you receive a damaged, defective, missing or incorrect item, must be reported within 30 days of your purchase. Provide a description of the issue and include photos of the packaging and product, along with the tracking number. Our returns department will examine your complaint and provide options for a replacement or gift card. If the product is still available, we'll be happy to send a replacement at no cost to you.

SOLVING COMPLAINTS

At Custom Lashes, we strive to provide the highest level of customer service and satisfaction. If for any reason you are not completely satisfied with our products, we encourage you to contact us within 30 days of receipt of your order. We are committed to resolving any complaints as quickly and efficiently as possible.

We ask that you give us 28 days to address and resolve any complaints that you may have. During this time, we will work with you to understand your concerns, investigate the issue, and propose a resolution that meets your needs. We appreciate your patience and cooperation during this process.

However, we will not tolerate abusive or disrespectful behaviour towards our customer service team. We expect all communication to be respectful and professional.

Thank you for your understanding and cooperation. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at [email protected] We are here to help you in any way we can.

NON-RETURNABLE ITEMS

Our DIY eyelash extensions are considered a personal care item and for hygienic reasons, we cannot accept returns on any opened or used items. We take matters of hygiene and safety seriously. This policy is in compliance with health and safety regulations as well as industry standards. Allowing used items to be returned could pose a risk to public health and hygiene. Therefore, to ensure the safety of all our customers, we cannot accept returns on any items that have been opened or used. All returns must be unopened and in the original packaging to ensure the safety of our customers.

RETURN SHIPPING COSTS

Customers are responsible for covering their own return shipping costs and we recommend that they send their returns with tracking and insurance as we are not responsible for lost returns.

CONTACTING US BEFORE RETURNING

Before returning your item, please reach out to us as the return address may differ from the original shipping address. Contacting us ahead of time helps us track your return and speeds up the refund process. Refunds for products returned without first contacting us cannot be guaranteed.

RETURN TRACKING

Track your return using the carrier's information to ensure it has been delivered to us. We'll send you a return confirmation email and update your online order history once we receive your package and process your refund.

REFUNDS

A full refund less initial shipping cost will be issued to the original payment method after we receive and inspect your returned items to confirm that they are unused. After you send the package back, be sure to contact us and provide the tracking information so that we can process your refund. Please allow up to 7 business days for the refund to appear on your statement before contacting us, as it may take your financial institution 3-5 business days to process the refund.

UNSUCCESSFUL APPLICATION

Our DIY eyelash extensions are designed for customers to apply themselves at home, saving time and money. With thousands of happy customers who swear by our products, we are confident that even those who are new to eyelash extensions can achieve a beautiful look with practice. However, proper application requires some level of skill and practice. While we provide detailed instructions and tutorials to help our customers achieve the best results, we cannot guarantee successful application every time. Unsuccessful application due to lack of skill or practice is not a reason for a refund as it is not a fault of the product or the company. We encourage our customers to practice and reach out to us for any assistance they may need to achieve their desired look.

CONTACTING US

Our customer service team is available to help with your return. Please email us at [email protected] with your order number and product details. We guarantee a response and look forward to assisting you