Here is our most frequently asked questions and answers. If you cannot find the answer you are looking for then please contact us and we will get back to you as soon as possible!
Do you ship internationally?
Yes we do, but currently we do not ship our cleansers due to import restrictions or our lash pillows due to their size and therefore cost to ship.
As well as Australia, we also ship to New Zealand, UK, USA, Canada, Malaysia, France & Spain. If your country is not listed but you would like to make an order, please contact us.
Prices vary based on country and weight.
All parcels shipped overseas are at your own responsibility and risk. We are not held liable or responsible for any import or customs tax your country may charge you. It is your responsibility to make sure you are not importing a restricted item. If your parcel is returned to us for this reason, you will not be refunded shipping charges and will be charged an admin fee.
How much is postage?
This varies based on your order, location and the delivery option you choose. When you place your order (before you submit payment), it will show you the delivery options available to you and you are able to choose the one you want.
How frequently do you post orders?
We post orders daily. We aim to ship all orders the same day we receive them (your order must be received before 12pm AEST) however can ensure you that your parcel will be posted no later than the next working day.
Please note public holidays and weekends may affect this.
If there is ever an unforeseen issue or delay in your order, you will be contacted at the earliest to inform you of the delay.
When will I receive my order?
We do everything we can to ship your order the same day (your order must be received before 12pm AEST) but no later than the next working day. After we have posted your item, it will vary based on your location and the postage option you choose at checkout.
To get an estimated time frame, please check Australia Post for your delivery option.
Australian Lash Academy is not responsible for shipping delays caused by Australia Post. Please allow plenty of time for your order to arrive.
Can I collect my order?
Yes you can. Orders are not packed 24/7 so if you have a day/time in mind then please email us asap at [email protected] so we can confirm that you order will be ready in time and available to be collected. Your order will not be ready for collection unless we have confirmed this to you.
I am in urgent need of an order, can I collect it out of hours?
We can often accommodate these requests. If you would like to collect an order out of hours then please email ahead and we can confirm if this will be possible or not.
There is an item I have been hoping to find but it isn’t on your website, can it be ordered?
We are always open to suggestions. We cannot promise to stock it immediately but if there is a lot of interest in certain items then we will seek to source them for you. All products that make it onto our store have spent time being researched and trailed, so depending on your suggestion it may also take us time to do this.
If you would like to make a large order of a suggested item then we may be able to arrange this sooner with a minimum order agreement.
I ordered from MesmerEyes Academy previously but now the website takes me to this one, are they the same products?
Yes they are! We rebranded the company so all the products are still the same high quality you are used to but we now just changed our name. Some stock still has our previous branding on them, but there is no change to the products themselves.
I ordered from this website but my product(s) have arrived with MesmerEyes Academy on them, why is this?
We have recently rebranded so some of our products still have our previous name on them. They are the same high quality products, they just have our old name on them.
A product I would like to buy is out of stock, when will it be back?
Please go to the product page of the item you are enquiring about. There should be a notification form. If you leave your details, you will be notified directly when they are back in stock. If you are excited to know a time frame, then feel free to email us at [email protected], letting us know the specific product, and we will let you know when the warehouse is expecting to receive new stock.
I want to make a large order. Do you do wholesale?
We do provide discounted rates for large quantity orders. If you would like to know more about our wholesale rates, please email us at [email protected]
Please note that this discount only applies to large qualifying orders.
I am a Lash Trainer and would like to provide my students with starter kits. Can Australian Lash Academy provide kits for my students at a better rate than online?
Yes! We have a couple of kit options for students. Similar to our wholesale discount, we can provide you with competitive rates for student kits based on quantity. Included in these kits is also a lifetime discount for your students so you will know they have access to high quality lash products for the remainder of their career. Please email us at [email protected] and we can let you know more details.
Can I return or exchange an item in my order?
Unfortunately due to hygiene reasons we cannot offer refunds or exchanges on any items or orders. We appreciate your understanding on this.
Our products go through a vigorous quality check not only when we receive them, but again when we pack your order to ensure it is perfect for you. We are also (if anything over the top) very careful when packing orders to ensure they arrive to you safely. If there are any issues with your order, you must let us know within 3 days of receiving it. Please note we will require detailed information about the fault as well as photographic evidence. We are so confident in our quality checks that we can assume if there is ever an issue (and there hasn’t been to date) that it may be an issue due to shipping and handling. In this rare case, we will require photographic evidence of not only the product affected but also the parcel packaging itself (external packaging that it is delivered in) as we will need this to claim from the courier.