Product Shipping & Returns FAQ

What is your product returns policy?

Prolong Lash endeavors to always ship products of the highest quality. Due to sanitary and health regulations, Prolong Lash is unable to accept returns on any opened packages. Furthermore, we can't accept returns on Prolong Lash Cleanser Concentrate or Foaming Pump Cleanser. With this in mind, please ensure that you carefully select your products before making the purchase. 

Change of Mind Policy

For any purchases made (with the exception of Prolong Lash Cleanser Concentrate and Foaming Pump Cleanser) Prolong Lash will honor all return requests given that the request is made within 7-days of receiving the product. The product must also remain in its pre-purchase condition and cannot be used or tampered with. The purchaser is responsible to cover return shipping costs. A refund or store credit will be made out to the value of the product only (shipping will not be refunded for change-of-mind returns). 

Refund requests made outside of the 7-day period will unfortunately not be honored. Please be careful in ensuring the returned item is packaged securely as we will not accept items that are damaged in transit for return.

My product is faulty. Help!

Defective Products Policy 

In the unlikely event that the product you’ve received is faulty or defective, you should contact a Prolong Lash Representative within 24 hours of receiving the product. This can be done by emailing One of our administration representatives will request a description of the issue and may ask for a photo of the faulty product to be sent through. The staff representative will then determine whether or not the product is defective. If the product is deemed to be defective, you will be issued with a return authorisation number, and be required to return the item via express post.

Upon receiving the defective item, your purchase will either be replaced, credited or refunded. The cost of the return express postage will be refunded back into the account used to make the purchase.

What is the cost of shipping?

The cost of shipping depends on where you are located and the weight of your package. The best way to determine the cost of shipping is to place each item in your cart that you would like to purchase and then continue with the checkout process until you see the shipping cost.

Does the cost of shipping change between countries?

Yes! The cost of shipping is dependent on where you live and the weight of your package. Generally, international orders will be slightly more expensive than domestic orders due to the distance the package has to travel, customs fees and tariffs, and the cost of fuel for cargo ships or planes. The team at Prolong Lash do their very best to ensure shipping costs are as affordable as possible.

How do I track my order?

Once your order has been shipped, you will receive an email from us with your tracking information. You can track the status of your order through this tracking number and link as soon as your items have been picked up from the warehouse and scanned by the carrier, further updates are posted as your parcel is in transit and ultimately delivered to you.

What do I do if my order hasn’t arrived?

Please email our helpful staff at if you have not yet received your order, and they will take a few easy measures to ensure you get your shipment.

Why do I pay duties and taxes?

Duties and taxes are collected on imports and some exports by a country’s customs authorities. A good’s value will usually dictate the import duty, and the duties also can vary by product category. Depending on the context, an import duty may also be known as a customs duty, tariff, or import tariff. The duties are mandatory and must be paid, whether the fees are paid by the shipper or (as typically is the case) by the customer/recipient. Other factors besides the good’s value define the amount of duties to be paid, including trade agreements between countries and specific customs authorities.

How do I pay duties/taxes?

Typically, pay duties and taxes at checkout when you place your order and choose DDP (delivery duties paid). This way, you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered. DDP also ensures faster customs clearance and predictable, lower landed costs since it is managed by our service provider’s network.  In the case of DDU, you will be asked to pay duties and taxes when the order is delivered to you.

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