FAQ

Where is my order?

When you place an order online you will receive a confirmation email followed by a tracking number once dispatched that you can use to track your order on its journey to your doorstep. Your items will be dispatched from our store within 1-2 business days. See below for shipping estimates across Australia:

Standard Shipping $5.95 -

New South Wales, Victoria, Queensland, Australian Capital Territory: 1-6 business days

Western Australia, South Australia, Northern Territory, Tasmania: 4-9 business days

Express Shipping $14.95 -  

Australia wide: 1-3 business days 

If you think there might be an issue, feel free to contact us at info@lashloungebyalexandra.com.au

How do I cancel or change an order?

Made a mistake while ordering? You can cancel or change your order before it leaves our store by contacting info@lashloungebyalexandra.com.au

How do I return an item(s)?

If you find that you're unhappy with an item you've purchased from us, we have a hassle-free returns policy as well as a helpful support team to make everything right for you. Please drop us a line via info@lashloungebyalexandra.com.au 

We happily accept returns for items purchased online subject to the following conditions:

  • Items must be returned within 14 days.
  • Items must be in original, undamaged, unused, unwashed condition, and in the original packaging or the return may be refused. Due to safety/hygiene reasons we are unable to accept returns if an item has been opened. On a case by case basis the item may be eligible for a refund.
  • You are responsible for any costs associated with returning your item to us.
  • If you request a refund, the value of your order, minus postage costs will be refunded to you (by us crediting your original payment method) once we have received the return item back and confirmed that it meets the above conditions.
  • Refunds are usually processed within 5 business days. Refunds generally take 2-3 business days to show up on your credit card statement/bank account.

Refunds (if applicable) - 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items (if applicable) - 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) - 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@lashloungebyalexandra.com.au and send your item to: Shop 3/456 Rocky Point Road, Sans Souci, NSW, 2219, Australia.

Shipping
To return your product, you should mail your product to:

Shop 3/456 Rocky Point Road, Sans Souci, NSW, 2219, Australia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.