Frequently Asked Questions

Welcome to Lashlabgo. Here you will find answers to common questions about our lash products, ordering process, shipping, and returns. If you cannot find the answer you need, please contact us at [email protected].

Product Questions

We specialise in supplies for lash artists, including premade volume fans, classic lashes, adhesives, and tools.

• Are the premade fans easy to use? Yes, our fans are designed to open easily for quick application.

Ordering and Payment

• What currency do you charge? The store automatically shows prices in your local currency.
• Which payment methods do you accept? We accept Visa, Mastercard, American Express, and PayPal. Payments are processed securely by Stripe and PayPal. We do not offer buy now, pay later services such as Afterpay or Klarna.
• When is payment taken? Payment is taken when the order is placed. If a payment is declined, please try another card or PayPal, or contact us for assistance.

Shipping and Delivery

• Do you ship to my country? Yes, we ship to all countries around the world. You can confirm your specific location at checkout.
• How much is shipping? Shipping is free to every country we deliver to. There is no minimum order value.
• How long does delivery take? Orders are processed in 1–3 business days. Most orders arrive within 7–15 business days. For some countries and remote areas, delivery may take up to 20 business days.
• How can I track my order? You will receive a tracking number by email when your order ships. Please allow 2–3 business days for the tracking information to update on the carrier’s website. Signed-in customers can also view their orders under Account > Orders.
• What if my order has not arrived? If your order has not arrived after 20 business days from the order date, please contact us. We will either re-send the items or provide a full refund.
• Will all items arrive together? Orders with several items may arrive in separate parcels.
• What if an item cannot be shipped to my address? Not every product can be shipped to every country. If an item in your order cannot be delivered to your address, we will inform you within 1 business day and refund that item in full.
• Who is responsible for the shipping address? Shoppers must check the shipping address carefully. We are not responsible for parcels sent to a wrong address entered by the shopper.

Customs and Taxes

• Are taxes included in the price? Where the destination country charges VAT or GST on imports, it is included in the price shown. In a few countries, such as Canada, sales tax is shown and added at checkout.
• Are there import duties? Elsewhere, any import duties or taxes are set and collected by the destination country on delivery.

Returns and Refunds

• Can I return an item for a change of mind? Yes. Unused items in their original packaging can be returned within 14 days of delivery. Items that are used, assembled, have broken hygiene seals, or are personalised are not returnable for change of mind.
• How do I start a return? Email us at [email protected] with your order number. We will reply within 1 business day with return instructions and the return address, which may be in another country.
• Who pays for return shipping? The shopper pays return postage for change-of-mind returns. There is no restocking fee.
• Do you offer exchanges? No. Please return the item for a refund and place a new order.
• When will I receive my refund? Refunds go to the original payment method within 3 business days after the return arrives. Your bank or PayPal may take 5–10 business days to show the funds in your account.
• What if my item is faulty, damaged, or wrong? Email us within 14 days of delivery with your order number and photos. We will refund you in full or send a replacement at no cost to you.

Contact Us

• How can I contact support? Please email us at [email protected] or use the contact form. We reply within 1 business day. We do not have a published phone line.
• What information should I include? Please always include your order number when writing about an order.

Privacy and Cookies

• What data do you collect? We collect your name, email, shipping and billing address, optional phone number, and order details to fulfil orders, answer questions, and prevent fraud. Data may be processed outside your country.
• How are payments handled? Payments are handled by Stripe and PayPal. We never see full card numbers.
• Who do you share data with? We share order details only with the suppliers and carriers needed to deliver your order, and with our hosting and email providers.
• What are my rights? You can ask for access, correction, or deletion of your data by email. The data protection law that applies to you, such as the GDPR, applies.
• What cookies do you use? Essential cookies keep the cart, sign-in status, ship-to country, currency, and language settings. Stripe and PayPal set their own cookies for fraud prevention at checkout. One first-party cookie remembers how a visitor first arrived for 90 days to measure marketing. We do not use advertising cookies. Visitors can block or delete cookies in their browser, but the cart and checkout need essential cookies to function.

Legal Information

Lashlabgo is operated by HYGGO PTY LTD. The mandatory consumer protection laws of your country always apply in addition to these policies.