Returns

Returns & Refund Policy

We want you to love every order. Here’s everything you need to know about returns and refunds.

Last updated May 2026
01

Our promise

Every order is individually inspected, checked for defects, and packed with care before it leaves us. We take pride in what we send out and want you to love what arrives.

If something isn’t right, we want to know about it — please don’t hesitate to get in touch.

02

What we accept returns for

We accept returns in the following circumstances only:

Eligible for return
  • Item is faulty or defective
  • Item is out of stock and no suitable substitute is available
  • Wrong item sent
Not eligible
  • Change of mind
  • Damage caused during transit
  • Opened or used items
  • Items not in original packaging
03

Change of mind

We are unable to offer refunds or exchanges for change of mind purchases. Please choose carefully before placing your order.

If you’re unsure about a product, feel free to contact us before purchasing and we’ll do our best to help.

04

Faulty or damaged items

If your item arrives faulty or defective, please contact us within 7 days of receiving your order. We’ll assess your claim and, where eligible, issue a refund or replacement.

  • Items must be returned in their original, unused condition with original packaging
  • Please include a photo of the fault when contacting us — this helps us process your claim faster
  • Pretty Little Lash Supplies is not liable for damage caused during transit or delivery
05

Return shipping

Return shipping costs are the responsibility of the customer in all cases — including orders that originally had free shipping.

We recommend using a tracked shipping service for returns. Pretty Little Lash Supplies is not responsible for items lost in transit on the way back to us.

06

How to return

1
Contact us first
Email hello@prettylittlelashsupplies.com.au with your order number, a description of the issue, and a photo if applicable.
2
Wait for approval
We’ll review your request and confirm whether it meets our returns criteria. Do not send items back before receiving approval.
3
Send the item back
Pack the item securely in its original packaging and ship it to the address we provide. Use a tracked service and retain your receipt.
4
Refund issued
Once we receive and inspect your return, we’ll process your refund. You’ll be notified by email when it’s on its way.
07

Refund processing

  • Refunds are issued to your original payment method
  • Please allow 2–5 business days for your refund to appear once processed
  • You’ll receive an email confirmation when your refund has been issued
  • If your order was cancelled due to stock unavailability, your refund will be processed automatically