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LashJoy Store Policies

Shipping, Refunds & Exchanges

Domestic & International Shipping Policy

At LashJoy, we strive to deliver your products as quickly as possible. We pride ourselves on our superfast fulfilment times, ensuring your order is handed to our couriers promptly. However, please note that we cannot control what happens beyond this stage.

To avoid any delays in delivery, it is your responsibility to ensure your shipping address is correct.

Please ensure your order is correct before purchase, as all sales are final and binding. Once your order has shipped, our return policy conditions will apply. This also applies to orders refused at the time of delivery.

Orders placed by 2 pm AEST Monday to Friday are guaranteed for same day dispatch (*conditions apply - excludes public holidays).
LashJoy uses Australia Post for all domestic orders.

Shipping Rates within Australia
- Standard Shipping: From $9.95 (based on weight)
- Express Shipping: From $14.95 (based on weight)
- Free Express Shipping: For orders over $200 (excluding lighting and bulky items)
LashJoy ships international orders via DHL Express to ensure the fastest possible delivery.
DHL offers the following free in-flight delivery options for control, visibility and flexibility via SMS / eMail:
·        Deliver my package on Another Day: Scheduled delivery
·        Deliver my package to Another Address: Alternate Delivery to work or family.
·        Deliver my Package at a Safe Place: Authorise Shipment Release.
·        Deliver my package with Neighbour: Leave with neighbour, reception or guard.
·        Deliver my package at a DHL Service Point:Hold for Collection.
·        Request my Hold My Package: Vacation hold safekeeping up to 30 days.
End to end real time tracking and estimated delivery time is included.
We recommend using express during peak periods to avoid any delays during a busy period.
More info here : What is On-Demand Delivery? | Discover DHL and DHL Express - On Demand Delivery

International Shipping Costs:
Shipping for international orders is calculated at checkout based on weight and order value. Typically, orders under 500g cost around AUD $25 to ship to most countries.

Free Shipping
We offer FREE International Express Shipping to most countries for orders over USD $300.
Delivery Times
·        New Zealand: 1-3 business days
·        Asia Pacific: 2-4 business days
·        Western Europe: 4-5 business days
·        North America: 3-5 business days
·        Middle East: 4-5 business days
·        All other destinations: 8-14 business days
Please note that the customer (you) is responsible for any taxes, duties, and charges incurred within your own country.

Refunds, Returns & Exchanges Policy

At LashJoy, we value our customers and strive to provide high-quality products. However, we understand that sometimes things may not work out. Below you will find our policy for refunds, returns, and exchanges.
Contact Us First
If you are a first-time online shopper with LashJoy and uncertain about which products would be best suited for you, we recommend reaching out to our friendly Customer Care team for assistance BEFORE making a purchase.
Returns Policy
Our Returns Policy is in accordance with the Australian Consumer Law and is overseen by the Australian Competition & Consumer Commission.
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).
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, and must be processed at the time of requesting your return by contacting our team at info@lashjoy.com.
- 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.
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.
- All returns received outside the policy timeframe will not be eligible for a refund or exchange.
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 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, the funds will be reversed to those methods accordingly, and it can take up to 10 business days for the refund to be reflected at your end.
- 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.
- 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.