FAQS

Shipping & Returns

Do you ship worldwide?

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.

How long does shipping takes?

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

We use Sendle and 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/Canada takes between 10-20 business days.

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

Other countries take between 15-20 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.

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.

Email:¬†[email protected]

Do you provide a tracking number?

Yes, wait 2 to 3 days after your order or 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.

Track shows my item was successfully delivered, but I have not received it. What should I do?

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!

Will there be any customs fees or taxes

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.

What if I don't pay the customs charges?

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.

How do I return my order?

Please refer to this page and check the criteria if you eligible for return or refund.

Contact us via email on [email protected] for more information.

Payment methods and security

Do you charge tax?

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.

What payment methods do you accept?

We accept AfterPay, Klarna, 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

Do you have AfterPay?

AfterPay is available to Australian, NZ , USA and Canada 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.

Do you have Klarna?

Klarna Split your purchase into 4 interest-free payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks. No interest or added fees when you pay on time!

Addicta Subscription

Why subscribe?

Take the hassle out of your beauty routine, save time and money by subscribing to our 'cancel any time’ Addicta Membership service - delivered to your door every 30, 45 or 60 days! Cancel or skip a month at any time all with a few clicks of a button. Your subscription, your rules. 

How do I subscribe?

When adding the product to your cart you will have the option to select either a one-time purchase or subscribe & save. Click on the ‚Äėsubscribe & save‚Äô option and add the product to your cart. Once you proceed through the checkout, you will be prompted to create a membership account which will allow you manage your details and update when needed.

How do I cancel my subscription?

Login to your account via the website and navigate to the 'manage subscription' section. Here, you can select whether you'd like to skip an upcoming order or cancel your subscription completely. If you have any questions regarding your subscription please shoot us an email, we'd love to help!

Can I skip my next subscription delivery?

Yes! Login to your account via the website and navigate to the 'manage subscription' section. From there, you can click into upcoming orders and choose to skip the next shipment. Simple!

How do I update my payment or delivery details for my subscription?

Log in to your account and navigate to the 'manage subscription' section. From there you can update your credit/debit card details and shipping address.

Products

What lashes do you recommend for my eyes?

We invite you to take our lash quiz and see which lashes suit you the best: https://www.addictalash.com.au/pages/addictalash-magnetic-lashes-quiz

Are magnetic eyeliner is safe and suitable for sensitive skin?

AddictaLash magnetic eyeliner contains iron oxides and has been tested and declared totally safe for the skin by the TGA and are often used in cosmetics or medicine. There’s no heavy metals or parabens in our formula. We always recommend making sure to pass the allergy test before using this product. There are no know side effects with our magnetic eyeliner.

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.

Does AddictaLash test on animals?

After each use, remove excess eyeliner on eyelash magnets with a cotton swab soaked in NON-OILY makeup remover such as alcohol or micellar water. You can scratch gently with your nail, taking care not to detach magnets from the lash band. You need to remove all the residue from the magnets. 


For a deep cleaning of your lashes, we recommend you to check our blog article: https://www.addictalash.com.au/blogs/tips-and-tricks/how-to-clean-his-magnetic-eyelashes

How do I remove the eyeliner?

To remove the eyeliner we recommend to start by soaking a cotton pad in waterproof (oily) eye make-up remover. Then, close your eyes and hold the cotton pad against your eyelid for 15 seconds so the product has time to dissolve the eyeliner. After 10-15 seconds, gently wipe the cotton pad along your eyelid.

Can I trim my magnetic lashes?

Please check our blog article to see how to trim your magnetic lashes: https://www.addictalash.com.au/blogs/tips-and-tricks/how-to-trim-magnetic-eyelashes

Orders

My item is faulty, what do I do?

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

I just placed my order, can I change it?

You can request to change the model.

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

I asked for my order to be changed but it is still the same. Can this be replaced?

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.

I have received the wrong item, what do I do?

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.