FREE EXPRESS SHIPPING WITHIN AU & NZ

+ 20% OFF LASH KIT ENDS TODAY! 

FAQs

FAQ

Yes we do free shipping for order over AUD $50. Transit time varies per country. Some restrictions may apply. For more information please contact us.

Your AddictaLash are located in Gold Coast and are lovingly shipped daily!

Disclaimer: We humbly ask for your understanding and patience due to the current Coronavirus situation. Standard shipping will be delayed for all countries. We will continue to work to deliver products as soon as possible while we keep our close attention on the situation.

We sincerely apologize for any inconvenience and thank you for your understanding. AddictaLash will always pursue a better quality of service.

We use Australia Post to deliver our parcels to AUS and NZ.

Shipping within AUS takes between 4-10 business days, while 5-12 business days in NZ.

To the USA and all other countries, we use Australia Post as a carrier from our warehouse, however, once it arrives in your country, it will be handed over to your local post services. They will be responsible for the delivery of your parcel.

We urge customers to contact your local post office for assistance.

Shipping within the USA takes between 10-25 business days.

Shipping within the UK takes between 9-15 business days.

Shipping within Canada takes between +60 business days. (We recommend the Express shipping option).

Other countries take between 15-25 business days (depending on your local post services).

Note: Customs charges placed by your country is the responsibility of the buyer.

Please make sure you select the correct shipping address during checkout.

We will NOT be responsible for shipping costs to the wrong address if you select the wrong address.

If we ship to the wrong address in error, we will cover the cost to ship it to the correct address on the receipt.

We are NOT responsible for lost, held, or damaged packages. We are NOT responsible for mis-delivery errors via carrier, or incorrect shipping info. Shipping is a service you purchase from Australia Post or Sendle along with your order from us, so any shipping issues must be handled by Australia Post, Sendle or your local post. 

In the case that your shipment is lost or damaged in transit; YOU ARE RESPONSIBLE TO FILE THE CLAIM WITH YOUR LOCAL POST. WE ARE NOT RESPONSIBLE FOR LOST PACKAGES DURING TRANSIT!
WE ARE NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES REGARDLESS OF SHIPPING SERVICE SELECTED, IF YOU PLACE AN ORDER AND YOUR SHIPPING ADDRESS IS A FORWARDING ADDRESS YOU ARE RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.WE ARE ALSO NOT RESPONSIBLE TO WEATHER RELATED DAMAGE OR DELAYS! ONCE PACKAGE LEAVES OUR HANDS IT IS COMPLETELY OUT OF OUR CONTROL!


Issues:
If there is any issues with your order after receiving, you will have 24-48 hrs to EMAIL US and let us know. No Exceptions. We do this because customers receive items and email us days later and sometimes months later. 

Email: [email protected]

All our parcels are sent with Sendle and Australia Post.

Yes, wait 2 to 3 days after your order and ask us via email to [email protected] or 

all items can be tracked using the shipping link provided in your order confirmation email.

Once your Addictalash parcel has been dispatched, you will receive a shipping confirmation email that will include all your tracking details.

When your parcel has reached the destination country, it is best to track it with the local carrier/postal service of your country.

10% GST applies to all orders processed through AddictaLash site. All prices displayed is already inclusive of GST. If you have other questions regarding Value Added Tax, please feel free to email us.

We accept AfterPay, Visa, MasterCard, and American Express.

You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal website to log into your account and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to the AddictLash store.

To help ensure that your shopping experience is safe, simple and secure, the AddictaLash shop uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

You will notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

AfterPay is available to Australian and NZ customers only. With AfterPay you can pay for your order interest free and pay nothing upfront. Payments will be automatically taken from your debit or credit card in four equal payments each fortnight over 8 weeks and you will receive your order immediately.

To use this service simply:

Add your items to your shopping bag and checkout as normal

On the Checkout page, select 'AfterPay' as your Payment Method

Enter your details with Afterpay.

More details on this page

We apologise for the delay. Sometimes international shipping may take longer than expected due to customs clearance. However, you can follow your order on this link: https://addictalash.com/pages/order-tracking-form 
(please fill the form with your order number in your order confirmation received by e-mail).

If you still feel you need help tracking your package or would like to find out more about it, please email us at [email protected]

Orders are shipped on business days only. Business days are Monday through Friday, excluding bank holidays.

Therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding.

We apologize but we no longer can ship to APO/FPO and PO Box addresses.

Please email us at [email protected] for more information about the return and a possible refund within 30 days of purchasing the product.

For more information about refund and returns, kindly visit our return and refund police.

We will try our best to have your address changed before dispatched. Please know if your parcel has already been dispatched we are unable to make these changes.

We advise contacting your local post office, as they may be able to redirect your parcel to your location.

Please allow the full shipping timeframe for your parcel to arrive at your location. Please know when your parcel is handed over to your countries post office they are liable to provide you with further delivery notifications.

When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item.

If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.

What you can do

If you can’t find your delivery, try the options below:

Where to look for your item

An apartment building

In your individual box or in the parcel locker (we leave a key in your box). Check with the security desk, building superintendent or concierge.

Community mailbox

In your box or we'll leave a key in your box for the parcel compartment.

Large company or institution (e.g. university)

The mailroom.

This is our final point of delivery. You may have a time lapse before the mailroom delivers the item (or notifies you to pick it up).

Safe drop

A safe location on household premises. Check around the property to locate the item.

Check with other members of the household, as they may have taken the item into the house.

Disclaimer:

We are NOT responsible for lost, held, or damaged packages. We are NOT responsible for mis-delivery errors via carrier, or incorrect shipping info. Shipping is a service you purchase from Australia Post or Sendle along with your order from us, so any shipping issues must be handled by Australia Post, Sendle or your local post. 

In the case that your shipment is lost or damaged in transit; YOU ARE RESPONSIBLE TO FILE THE CLAIM WITH YOUR LOCAL POST.WE ARE NOT RESPONSIBLE FOR LOST PACKAGES DURING TRANSIT!
WE ARE NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES REGARDLESS OF SHIPPING SERVICE SELECTED, IF YOU PLACE AN ORDER AND YOUR SHIPPING ADDRESS IS A FORWARDING ADDRESS YOU ARE RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.WE ARE ALSO NOT RESPONSIBLE TO WEATHER RELATED DAMAGE OR DELAYS! ONCE PACKAGE LEAVES OUR HANDS IT IS COMPLETELY OUT OF OUR CONTROL!

Customs fees or taxes vary between individual countries. Additional taxes or custom fees may be applied at the port of entry at the recipient country.

If you are unsure about customs fees in your country, please contact your post office or customs office.

We take every effort to ensure a quick and smooth delivery. However we do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country.

It is the customer’s responsibility to cover any additional import duties, customs and taxes. Payment is necessary for your parcel to be delivered.

If you do not pay your customs fees your order will be returned to sender and we are unable to provide a refund of your order.

If you wish to still receive your order and your item has been returned to us we will resend this out to you at your own cost.

*Please know we require your order to arrive back to our warehouse before we can resend this.

You can request to change the model.

However, please know these changes are not guaranteed as your order will be immediately processed for dispatch.

Unfortunately, we are not liable for changes to orders once they have been placed. We do not guarantee change requests can be fulfilled and we are unable to replace items once they have been personalised. Please ensure all details are confirmed and correct before finalising your purchase.

Please check your confirmation email to ensure you have selected the correct case. In the rare instance you believe you have been sent the incorrect item please email photos of the front and back of your items to [email protected]

Please know AddictaLash is not liable for incorrectly ordered products. We are unable to replace these unless is a fault made by our warehouse team.

Unfortunately, once your order has been finalised we are unable to cancel and refund your order.

In the rare instance your product is faulty or damaged please email [email protected] with your order number and photos of the damages occurring.

Addictalash does not test on animals. Addictalash uses only natural and synthetic fibres, which gives us the extreme privilege of being certified vegan and animal free-testing.

Please refer to this page

To limit the risk of allergy, apply the eyeliner to a less sensitive area than the eyelid, such as the hand. Leave on for 20 to 30 minutes and see if the skin reacts to the treated area. In case of a reaction, please consult a dermatologist when precautions to use our products.

Please check carefully our ingredients list, do not use the magnetic eyeliner if you are allergic of one of these ingredients.

If you would like additional information about the safety of cosmetics, please contact www.cosmeticsinfo.org.