FAQ

ORDERS

I typed in my wrong address and need to change it

Please email us at hello@luxlashsociety.com.au as soon as possible if you need to make changes to your address. If your order has already been shipped you will need to contact the courier (found on your tracking) and update your address with them.

My Item(s) arrived damaged, what should I do?

If your order is damaged in transit, missing items, is defective, or you have received the wrong item(s), please contact us within 14 days of delivery at hello@luxlashsociety.com.au.

My order is missing an item, what should I do?

If your order is damaged in transit, missing items, is defective, or you have received the wrong item(s), please contact us within 14 days of delivery at hello@luxlashsociety.com.au.

SHIPPING & RETURNS

What is your return policy?

Orders may be returned within 14 days of delivery for a refund, store credit, or exchange.

Returns Terms & Guidelines

  • All return items must be unused, unopened, and in their original packaging.
  • Returns must be initiated within 14 days of delivery.
  • For any returns deemed to be defective, damaged in transit, or incorrect, a clear photo or video must be submitted with your return request.
  • Please make sure that the returns form has been approved - without approval it may result in your return not being processed.

    See the Returns Policy for full T&C's.

Are any items not eligible for return or exchange?

The following products are final sale and cannot be returned for a refund, store credit, or exchange. Other than in the event of them being defective or sent in error.

  • Adhesive and Liquids
  • Products marked “Final Sale”
  • Pre-sale items such as Artist Collaborations or Limited Edition Tweezers/Products

How can I track my order?

Once your order leaves the warehouse, we will email you a shipment notification with your tracking number.

How do I qualify for free shipping?

Domestic Shipping is FREE on all Australian purchases of $200 and over (excluding taxes). Some exclusions may apply

Can I pickup instore?

Unfortunately, we do not offer local pickup at this time.

Do you ship internationally?

We currently offer international shipping to New Zealand. If you would like for us to consider adding your country as one of our shipping destinations, please reach out to us at hello@luxlashsociety.com.au.

For U.S. and Canadian orders, please visit https://luxlashsociety.com.

SUBSCRIPTIONS

How do I subscribe?

Currently, we only offer adhesive subscriptions. Head to the product page, select your favorite adhesive, select the delivery frequency (choose from 2, 3, 4, 5 or 6 weeks), add to cart, and it is as simple as that!

How do I access my subscription portal?

Login to your LLS account. From there you will find a link to your subscription portal under your account details. Alternatively, you can find a link in your initial subscription email.

How will I be charged each month?

Subscriptions are automatically renewed according to your selected delivery interval using the same payment method as your initial order. Once the payment is processed, the order is generated in our system automatically. A reminder email will be sent to you three days before your renewal is processed.

How do I update the payment method for my subscription?

In your subscription portal, under the “Payment Method” tab, click “Edit”. You will be sent an email with a secure link to update your payment details. Once you click the link, you will be redirected to a secure page where you can update your payment information.

How do I change my subscription delivery interval?

In your subscription portal, click ‘edit’ on the subscription details. Select your desired interval from 2, 3, 4, 5, 6 weeks, and click save. Your billing schedule will be automatically updated.

AFTERPAY

What is Afterpay?

Afterpay is a "Buy now, Pay later" service that allows you to make purchases now and pay for them over time.

How do I use Afterpay?

Simply shop online, add items to your cart, and choose Afterpay as your payment method at checkout. First-time customers will need to create an Afterpay account (with instant approval decision) and returning customers will simply log in to make their purchase.

Please note:Afterpay does not approve 100% of orders. Afterpay is committed to ensuring the support of responsible spending. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Where can I use Afterpay?

Afterpay can be applied to eligible purchases made on luxlashsociety.com.au website.

How does the payment schedule work?

Pay in 4 interest-free installments over six weeks. Customers make their first payment upfront at the time of purchase, with the remaining three payments deducted over a set schedule from your chosen payment method.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Where can I find common questions about payments?

Check out the Afterpay Help Center for their comprehensive list of FAQs.

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

Visit our shipping page for more information by clicking here.

Is there a limit to how much I can spend on a single transaction?

Yes, your spend limit is determined by Afterpay and based on several factors including repayment history, how long you've been a customer with Afterpay, and whether you have had any declined orders or payments. For more information about spending limits, please contact Afterpay.  

How do I return an item purchased using Afterpay?

If you would like to return your Afterpay purchase, first please check that your return or exchange meets our Return policy here. Once your return authorization has been approved, Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

What happens if I have a partial refund, and how does that affect my payments?

Afterpay will be notified once your refund is processed. You will receive an email from Afterpay which will give you a breakdown of the refund. This email will detail the amount that has been refunded and the adjustments that have been made to your payments as a result. Your refund will be applied starting with your final payment and working backwards to earlier payments.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, including terms, installment agreement as well as their privacy Policy, visit the Afterpay website.


For a comprehensive list of FAQs, please visit Afterpay's help center which can be found at here.


If you have any questions about your Afterpay account, please contact Afterpay directly.