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We are extremely thankful for your purchase. If you are unhappy with any item/s you have received, please contact us first so we can resolve the issue to meet your expectations. Please allow 48-72hrs for a response during business days.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will need to cover the cost of shipping. It is recommended that you select express shipping with tracking to ensure your items are returned quicker.
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address:10/25 Trafalgar Road, Epping Victoria 3076, Australia
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, clearance or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
If you accidently place an order or product, Giali Lashes Pty Ltd are not required to provide a refund or replacement of the correct item once it has been shipped.
If you place an order and would like to cancel, you may do so within 1 hour of ordering IF it has not already been dispatched, a refund can be arranged with a deduction of $9.99 for admin and payment fees from the total order.
The Item Does Not Match The Description
We work hard to present the products on our websites as accurately as possible. As much as we try to avoid it, on some occasions the information on our website may contain inaccuracies and inconsistencies. If an item/s is substantially different from the description that you would not have purchased it, you are entitled to a refund including the cost of shipping. This does not include slight colour variations that may be present in certain products.
YOU’VE BEEN SENT INCORRECT ITEMS
If Giali Lashes Pty Ltd sends you the incorrect lash tray we will replace the item/s with the correct ordered item, if it is out of stock or unavailable, we will issue you with a credit note. You may be required to send the stock back, if so, Giali Lashes Pty Ltd will pay for the cost of shipping and provide you with a return label.
It is the customer’s responsibility to pay all return shipping costs. Giali Lashes Pty Ltd do not give store credit or refunds for original shipping charges under no circumstances. It is the customer’s responsibility to be sure to use a traceable delivery method for your returning your items, as Giali Lashes Pty Ltd is not held responsible for lost/damaged returns in transit and do not need to issue a store credit or refund.
ADHESIVES, PRIMERS, BONDERS, LASH BATHS, TWEEZER CLEANSER AND REMOVERS:
We do not carry any responsibility for adhesives losing their quality due to hot weather or due to delays in postage times.
We are not responsible for 'bad retention' with adhesives, as we have hundreds of positive retention cases from happy customers. There are many factors which can affect an adhesives performance. Please reach out if you are having difficulties with retention, we are happy to help our customers.
Our adhesives and liquids are produced fresh and are restocked every 3-4 weeks to guarantee freshness. Our adhesives are stored at an optimal temperature within our warehouse in a dedicated adhesive fridge to ensure quality is maintained.
Due to Covid-19 there may be further delays due to freight backlog which is out of our control. We are trying our best to make sure you receive your goods on time. We HIGHLY recommend selecting express shipping delivery for domestic and international orders.
Giali lashes Pty Ltd are not responsible for you having to reschedule clients due to Australia Post or any other carrier delaying your delivery. Once your order has left our warehouse it is out of our control. Orders are packed Monday to Friday (excluding Australian public holidays) and will be dispatched within 48hrs (1-2 business days) of receiving payment. We offer same day dispatch when orders are placed before 12pm when possible. Australia post collects parcels at different times each day so we cannot guarantee that orders placed after this time will be sent on the same day.
Giali Lashes Pty Ltd is not responsible for lost, missing or damaged items, in the unlikely event that that your parcel goes missing, you will need to lodge an enquiry with Australia Post via the following link Missing or lost item (auspost.com.au)
DOMESTIC SHIPPING (AUSTRALIA)
Australia Post express delivery times: 1-5 business days.
Australia Post standard parcel delivery times: 2-14 business days.
Please note: During busy periods such as Black Friday, Christmas and New year, these times can increase. If it needs to arrive before a certain date, please contact us first before purchasing and confirm it can make it, although we cannot foresee delays that are out of our control.
FREE DOMESTIC SHIPPING WHEN YOU SPEND THE BELOW
Spend AUD$199 or more and receive free standard shipping
Spend AUD$249 or more and receive free express shipping
Only available for parcels being shipped in Australia.
INTERNATIONAL SHIPPING OUTSIDE OF AUSTRALIA
DHL EXPRESS INTERNATIONAL DELIVERY TIMES:
NZ: 1-5 business days
US/CAN: 3-7 business days
UK: 3-7 business days
Europe: 3-7 business days
(Estimated transit times are subject to customs clearance)
Please note that delays are out of our control, we aim to dispatch your order within 48 hours of receiving payment for your order. Once your order leaves our warehouse it is the carrier that is responsible for the delivery time of your order.
All international orders will incur shipping fee's which will be calculated upon checkout if the weight threshold is about 501g.
DHL International express delivery cost:
Flat rate $49AUD for the first 500g, anything above 501g will be calculated at checkout. This Flat rate fee is subject to change due to fluctuating shipping rates due to the effects of Covid-19.
Please note: During busy periods such as, Black Friday, Christmas and New Year, these times can increase.
INTERNATIONAL DUTIES - PLEASE READ:
All our sales may incur Duty, Taxes and other charges depending on the Import regulations of your country (the value of the goods).
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be as order values vary and destination country rules and regulations vary. To ensure the earliest possible delivery of your order, please pay these charges in a timely manner if requested by DHL OR Australia Post.
Please note that all store credit will be issued via email and in the form of a discount code. The store credit will remain valid for 4 months from the date of issue.
How to Make a Return First you need to check that you meet the above conditions and then you need to contact our friendly Customer Service Team on our website www.gialilashes.com to receive information on returns.
If you are an international customer, you must do the following:
Mail the item back to sender including proof of purchase and order number and package items in a manner which will avoid damage during transport. Items that are returned broken or damaged will not be refunded.
Consumer Guarantees As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Giali Lashes Pty Ltd faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law. However, these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.
Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.
We ship all purchase orders by either standard or express post via Australia post for domestic orders. You can calculate your shipping during checkout
* Please note that rural areas may incur 3-4 extra business days to arrive.
All orders are packed and sent within 48 hours of payment being received. Once your order has been processed, transit time is anywhere between 1 to 7 business days, depending on your shipping address & selection. Please allow up to 72 hours for your orders to be dispatched during and just after sale periods and during holiday periods and during the weekends. Our warehouse is closed on weekends and all orders received from Friday12.30pm- Sunday 11.59pm will be sent on the next business day allowing 48-72hrs.
If you have not received your items within 5 working business days of making your order, please text or email us with your order number. In most cases, this means that an attempted delivery has occurred and unfortunately you were not home! We can confirm to see where your parcel may be.
International orders allow up to 10-21 business days. Delivery time may vary depending on your country and the shipping method you selected during check out. If you have not received your items within 12 working days of making the order, please email us.
If you are not home at the time of your order’s delivery, you may be left a calling card. Your order may be redirected to your local post office and you can collect the parcel from your local post office with your Photo ID. Alternatively, your order may be redirected to our offices.
Some packages may require a signature on delivery and will not be released without a signature. The delivery of your package may be delayed if your delivery address is unattended at the time of delivery. If no one is present to sign for confirmation of your order, the package will be sent to your local post office for collection.
There may be some delays with shipping which are beyond our control and we do not take responsibility and/or liability for any of these processing delays.
CLICK AND COLLECT
We offer click and collect for Victorian customers only, if you are from another state and accidently select click and collect, you will be required to pay the required amount of shipping for your area, your order will not be sent until payment is cleared.
We have two click and collect locations,
1 (Greenvale, Victoria, 3059) you will need to contact the number provided to you in your order confirmation email to arrange a time to collect.
2 (Epping, Victoria, 3076) is closed on weekends and is available to collect from times between 11am-1pm Monday to Friday. Closed on public holidays.
ALL SALES ARE FINAL.
Please note that pre-orders cannot be cancelled once they have been processed.
Any other items placed in an order with another item on BACKORDER will be sent together once that backorder item is back in stock. We can send out your additional items that are in stock for an additional shipping fee.
If an incorrect shipping address is provided by a customer, the order will be returned to Giali Lashes Pty Ltd and you the customer must pay to re-ship the purchase order.
If your order is awaiting collection at your local post office and you do not collect your items within the allocated time Australia Post allows and your items are returned to Giali Lashes Pty Ltd, you the customer, must pay to re-ship the purchase order back to you AND the return fee that GIali Lashes Pty Ltd incurs which is ($25 AUD).
Unfortunately, Giali Lashes is not responsible for lost or stolen packages or delays in transit. Giali Lashes Pty Ltd does not take on any responsibility and/or liability of a purchase order once delivered and confirmed delivered by tracking.